Patient Advisor - Phone Hub

Beacon Medical Group; Plymouth; Sur place; GBP 21 000 - 27 000; Plein temps

Avantages offerts par ce poste

Comprehensive induction

CPD opportunities

NHS Pension Scheme

Generous annual leave

Staff wellbeing services

Résumé du poste

Beacon Medical Group is seeking a Patient Advisor (Phone Hub) to deliver an excellent patient experience. You will manage a high volume of calls, assess needs, book appointments and signpost to the right services while recording details on clinical systems.

The role requires empathy, strong communication, and a commitment to outstanding customer service within a busy contact centre.

Qualifications

• Experience of working with the general public in a customer-facing role.
• Excellent keyboard skills and computer literacy.
• Experience in a busy environment with high-volume calls.
• Awareness of safeguarding and data protection when handling information.
• Ability to build productive relationships with healthcare staff.
• Strong customer service focus and professional communication.
• Ability to work flexibly and manage workload to deadlines.

Responsabilités

• Be the first point of contact for patients, visitors and professionals.
• Provide professional, friendly service in person and by phone.
• Manage appointment requests and signpost to appropriate services.
• Record information accurately on clinical systems.
• Process prescription requests and support registrations.
• Liaise with internal/external teams to ensure continuity of care.
• Maintain confidentiality and comply with policy and governance.

Connaissances

Effective communication

Interpersonal skills

Telephone etiquette

Customer service

Time management

Initiative

Teamwork

Problem solving

Data protection awareness

Formation

General education

NVQII in Customer Care

Outils

SystmOne

Description du poste

Job summary

As the first point of contact for patients contacting Beacon Medical Group, the Patient Advisor (Phone Hub) plays a vital role in delivering an excellent patient experience. The post holder provides a professional, efficient and friendly telephone service, ensuring that patients receive the right support, information and access to healthcare services in a timely manner.

Working within a busy contact centre environment, the Patient Advisor will manage a high volume of incoming calls, assess patient needs, book appointments, signpost to the most appropriate service, and accurately record information on clinical systems. The role requires excellent communication skills, empathy, professionalism and a commitment to delivering outstanding customer service.

This is an exciting opportunity to make a real difference to patient care while developing your customer service and communication skills within a supportive and forward-thinking team. You'll be part of an organisation committed to innovation, continuous improvement and staff development.

Main duties of the job

As a Patient Advisor, you will act as the first point of contact for patients, visitors and healthcare professionals, providing a professional, friendly and efficient service both in person and over the telephone. You will support patients in accessing the most appropriate healthcare services by managing appointment requests, handling enquiries, signposting to suitable clinicians or services, and ensuring patient information is recorded accurately on clinical systems.

The role involves processing prescription requests, supporting patient registrations, communicating test results as directed, arranging patient transport, and liaising with internal and external healthcare teams to ensure continuity of care.

You will maintain effective reception and administrative services, monitor appointment systems, process payments where required, and contribute to the smooth day-to-day operation of the practice. You will be responsible for maintaining confidentiality, complying with practice policies, health and safety requirements, and information governance standards. The post holder will contribute to service improvement initiatives, support colleagues and new team members, respond to patient concerns professionally, and help deliver an outstanding patient experience at all times. The role requires flexibility, excellent communication skills, sound judgement, and a commitment to equality, diversity, continuous learning and high standards of customer care.

About us

Beacon Medical Group is a large, forward-thinking partnership practice serving approximately 43,000 patients across six sites in Devon.

We are an active contributor to shaping local healthcare services and are at the forefront of developing innovative skill mixes to meet the challenges facing modern Primary Care. Our focus is on continuously improving services and delivering high-quality patient care, while supporting the wider health system to develop sustainable, integrated services that meet the current and future health and wellbeing needs of our communities.

Our Offer

We offer a welcoming and supportive working environment with a range of opportunities for learning, development and wellbeing including:

• A comprehensive induction programme.


• Protected learning time for ongoing development.


• CPD opportunities to support career progression.


• Regular reviews and appraisals.


• Access to the NHS Pension Scheme, providing valuable benefits during your career and into retirement.


• Enhanced family-friendly pay schemes.


• Generous annual leave entitlement.


• Access to NHS discounts through national and local schemes.


• Staff wellbeing services supporting physical, mental and emotional health.

Job responsibilities

To be responsible for your own continuing self-development, undertaking training as appropriate.

To undertake other duties appropriate to the grading of the post as required.

Must be able to work flexible hours.

Full job description available in supporting documents

Person Specification

Experience

Essential

• Experience of working with the general public


• Good Keyboard skills


• Experience of working in a busy environment


• Understanding of different patients and carer groups and needs


• Awareness of the importance of safeguarding and procedures


• Be aware of confidentiality and data protection when handling sensitive information


• Experience of high-volume telephone calls and managing workload


• Developing productive and effective relationships with all members of the healthcare team

Desirable

• Experience of working in receptionist role within a General Practice environment


• Patient/customer service-related training/ previous role


• Up-to date knowledge of services and health resources in the local area


• Knowledge of the Data Protection Act and how this is applied in practice

Skills

Essential

• Effective communication and interpersonal skills (Tasks and Oral)


• Good level of computer literacy


• Clear, polite telephone manner


• Strong Customer service skills


• Ability to deal with sensitive issues often within hostile or emotional situations


• Time Management and the ability to work to deadlines


• Ability to use own initiative and work under minimum supervision


• Confidence and ability to follow practice protocol in an emergency situation


• Able to work well as part of a team


• Flexible approach to work


• Evidence of problem solving and improving processes


• Sensitive to the needs of service users, their families, and carers


• Recognise own development needs and identify how these may be met


• Confidence in ability to understand practice policy and protocols

Desirable

• Demonstrable experience of using SystmOne; ability to maintain the appointments system and make changes when appropriate.

Qualifications

Essential

• Good standard of general education or experience in similar role will be considered

Desirable

• NVQII in Customer Care

The Groups Values

Essential

• The candidate must demonstrate an understanding of our values.

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