Patient Care Advisor

St. Helens and Knowsley Teaching Hospitals NHS Trust; St Helens; On-site; GBP 18,000 - 21,000; Full time

Job summary

Marshalls Cross Medical Centre, located within St Helens Hospital, is seeking a Patient Care Advisor to support GP practice reception and administration. You will be the friendly face and voice for our 7,000 patients, handling appointments, information requests, and general office duties to ensure smooth patient services.

You will join a collaborative admin team, working in a fast-paced NHS environment with emphasis on accuracy and confidentiality.

Qualifications

• Experience working on reception in a GP practice or medical setting is essential.
• Excellent telephone and face-to-face communication skills are required.
• Ability to multitask and work efficiently in a busy environment while maintaining confidentiality.

Responsibilities

• Greet and assist patients in a warm and professional manner.
• Manage patient appointments and provide information on services.
• Handle patient queries and provide excellent customer service.
• Maintain accurate patient records and manage administrative tasks.
• Liaise with medical staff to ensure efficient patient flow.
• Assist with data entry, filing, and general office duties.

Skills

GP reception experience

Customer service

Communication skills

Multitasking

Team player

Tools

EMIS

Job description

After applying via NHS Jobs, your submitted application will be imported into our preferred Third-party recruitment system. All subsequent information regarding your application will be generated from apps.trac.jobs. You will not be able to track the progress of your application or receive messages through the NHS Jobs website, and furthermore, as an employer, we will not be able to respond to any e‑mails sent to us via the NHS Jobs website. By applying for this post you are agreeing to "name of trust" transferring the information contained in this application to its preferred applicant management system. If you are appointed to a post information will also be transferred into the national NHS Electronic Staff Records system.

Job overview

Exciting Opportunity: Patient Care Advisor at Marshalls Cross Medical Centre!

Location: St Helens Hospital

Are you a skilled and compassionate individual with experience in a GP practice reception and administration role? Do you thrive in a fast-paced environment, making a positive impact on patients' lives? If so, we want YOU to join our dedicated admin team at Marshalls Cross Medical Centre!

As a Patient Care Advisor, you'll be the friendly face and voice of our GP practice, providing outstanding care, five-star patient care to our 7000 patients while ensuring smooth administrative operations. You'll work alongside a supportive team to help streamline patient services, manage appointments, and provide essential support to both patients and healthcare professionals.

The JD & PS are currently under AfC review and are subject to change

Main duties of the job

Key Responsibilities:

• Greet and assist patients in a warm and professional manner.
• Manage patient appointments and provide information on services.
• Handle patient queries and provide excellent customer service.
• Maintain accurate patient records and manage administrative tasks.
• Liaise with medical staff to ensure efficient patient flow.
• Assist with data entry, filing, and general office duties.

What We're Looking For:

• Experience: Previous experience working on reception in a GP practice or medical setting is essential.
• Communication Skills: Excellent telephone and face-to-face communication skills.
• Organisational Skills: Ability to multitask and work efficiently in a busy environment.
• Team Player: A collaborative and flexible attitude to support your team.
• Attention to Detail: A keen eye for accuracy and confidentiality when handling patient records.

Why Marshalls Cross Medical Centre?

• Supportive Team: Join a team of dedicated professionals who prioritise patient care.
• Competitive Salary: Offering a competitive salary based on experience.
• Training and Development: Ongoing opportunities for professional growth.
• Rewarding Role: Make a meaningful difference in patients' lives every day!

Working for our organisation

Mersey and West Lancashire Teaching Hospitals NHS Trust serves a population of over 600,000 with a workforce of over 9000 dedicated and skilled staff across 21 sites.

We strongly believe that the communities we serve should all have access to Five Star Patient Care.

Our Services:

Acute Care

Providing emergency and maternity services at Whiston, Southport and Ormskirk hospitals, and medical and surgical specialties across all our sites.

Primary Care

Providing primary care services at Marshalls Cross Medical Centre situated in St Helens Hospital.

Community Services

Providing adult community services for St Helens and a wheelchair service in Chorley, South Ribble, and West Lancashire. Our inpatient unit at Newton Community Hospital is where patients needing acute hospital beds can continue rehabilitation, freeing up space for more unwell patients. We also provide urgent care at our Urgent Treatment Centre located in St Helens town centre.

Specialist Regional Services

We provide the Mersey Regional Burns & Plastic Surgery Unit at Whiston Hospital and the Spinal Injuries Unit at Southport Hospital to more than 4 million people across the whole of Merseyside, West Lancashire, Cheshire, Isle of Man and North Wales.

Achievements:

• Rated Outstanding by CQC Inspection August 2018
• Top 100 places to work in the NHS (NHS Employers & Health Service Journal)
• National Preceptorship Accreditation (2023) for Nursing & AHP Preceptorship Programme

Detailed job description and main responsibilities

KEY DUTIES

• Acknowledging a patients attendance at the desk within 2/3 minutes of arrival and advise any patient's queueing for appointments of the self-check-in service.
• Advising patients waiting for information that you will be with them as soon as possible and to call for assistance where necessary.
• Observing appointments and clinics that are running late and advise patients waiting and offer apologies.
• Dealing with all general enquiries, explaining procedures and making new and follow-up appointments using the EMIS system.
• Using sound judgment and communication skills to ensure patients with no prior appointment but who need urgent consultation are seen in a logical and non-disruptive manner, in line with the Practices guidelines.
• Ensuring that all new patients are registered on the electronic system promptly and accurately, this should be on the same day that they attend the practice to register.
• Being aware of your surroundings and of the patients in the waiting room and responding to the needs appropriately.
• Being aware of which Clinicians are currently working in the building and whether they have arrived for their clinics.
• Explaining practice arrangements and formal requirements to new patients and those seeking temporary cover, whilst ensuring the Practice procedures are completed.
• Receiving and making telephone calls as required on behalf of the practice and registered patients.
• Diverting calls and taking messages, ensuring accuracy of detail and prompt and appropriate delivery.
• Entering requests for home visits onto the home visiting sessions within EMIS ensuring careful recording of all relevant details and where necessary; referring to the visiting Advanced Nurse Practitioner or GP for advice.
• Action repeat prescription requests and ensuring they are ready for collection by the patient/chemist within 48 hours, either electronically or manually.
• Receiving urine and blood samples, conducting Dip testing and send samples off for analysis in line with Practice procedures.
• Ensuring that all medical samples are correctly labelled.
• Completing identified admin tasks on a daily basis and reporting any areas of concern in a timely manner.
• Completing scanning, EDT's and clinical coding as necessary.
• Ensuring Practice emails are checked and responded to daily or are appropriately filed.
• Advising patients of relevant charges for private (Non General Medical Services) services, accepting payments and issuing receipts.
• Entering patient information on the appropriate Practice systems in line with correct procedures and timeframes.
• Managing difficult/confrontational