Patient Advisor (St Helens Medical Centre)

The Methodist Church in Britain; Ryde; On-site; GBP 12,000 - 17,000; Part time

Job summary

St Helen's Medical Centre is seeking a part-time Patient Advisor to join the reception team. The role involves greeting patients, answering calls, booking appointments, signposting to clinicians, and handling face-to-face, telephone, email and online requests, plus private-service payments and records work.

You will work under the Practice Manager, upholding confidentiality and health and safety standards while supporting clinical staff with general tasks.

Qualifications

• Good standard of general education.
• Experience of working with the general public.
• Excellent written and oral communication.
• Excellent IT skills.
• Clear, polite telephone manner.

Responsibilities

• Greet patients and visitors and deal with face-to-face requests for appointments and enquiries
• Process all incoming calls from patients and other stakeholders
• Signpost patients to the appropriate healthcare professional or service, including online consultation requests
• Respond to requests from patients, team members and external agencies by phone, email and text
• Check ID for new registrations and document requests, and register temporary residents
• Add patient correspondence to the clinical system, action emails and tasks, and scan patient documents into records
• Take payment for private services and issue receipts
• Manage queries efficiently
• Support clinical staff with general tasks and cover the Patient Advisor Team during absences
• Complete opening and closing procedures per the duty rota, and keep reception and waiting areas tidy
• Take part in practice audits as directed and complete mandatory training and induction
• Work to confidentiality and health and safety standards

Skills

Communication

IT Skills

Telephone Manner

Time Management

Problem Solving

Interpersonal Skills

Confidentiality

Teamwork

Flexibility

Motivation

Adaptability

Customer Service

Education

General Education

Tools

SystmOne

Job description

A part-time Patient Advisor post, 18 hours a week, on the reception team at St Helen's Medical Centre, a two-partner training practice, reporting to the Practice Manager. The work centres on being the first point of contact for patients: greeting people, answering calls, booking appointments and signposting to clinicians. The post is distinct for its mix of face-to-face, telephone, email and online requests, plus private-service payments and records work at the front desk.

What the job involves

• Greet patients and visitors and deal with face-to-face requests for appointments and enquiries
• Process all incoming calls from patients and other stakeholders
• Signpost patients to the appropriate healthcare professional or service, including online consultation requests
• Respond to requests from patients, team members and external agencies by phone, email and text
• Check ID for new registrations and document requests, and register temporary residents
• Add patient correspondence to the clinical system, action emails and tasks, and scan patient documents into records
• Take payment for private services and issue receipts
• Manage queries efficiently
• Support clinical staff with general tasks and cover the Patient Advisor Team during absences
• Complete opening and closing procedures per the duty rota, and keep reception and waiting areas tidy
• Take part in practice audits as directed and complete mandatory training and induction
• Work to confidentiality and health and safety standards

What’s required

Qualifications

• Good standard of general education

Experience

• Experience of working with the general public

Skills & knowledge

• Excellent written and oral communication
• Excellent IT skills
• Clear, polite telephone manner
• Good time management and ability to work to deadlines
• Problem-solving skills
• Good interpersonal skills

Other

• Smart, polite and confident manner
• Adaptability
• Team working
• Motivation
• Flexibility
• Strict confidentiality

Nice to have

• Medical terminology training
• Customer service qualification
• Experience of working in a primary care setting
• Knowledge of SystmOne