Patient Service Advisor

Humberstone Medical Centre; Leicester Forest East; On-site; GBP 21,000 - 27,000; Full time

Job summary

Humberstone Medical Centre is seeking a motivated Patient Service Advisor to join our friendly team in East Leicester. In this patient-facing role you will greet patients, manage appointments, handle queries, and support clinicians with back-office tasks while maintaining high standards of care and confidentiality.

You will work on a weekly rota from early mornings through early evenings, with occasional extended hours.

Qualifications

• Experience in a customer-facing or administrative role.
• Experience in healthcare/NHS setting and using SystmOne.
• Excellent communication and interpersonal skills, both written and verbal.

Responsibilities

• Greet patients and visitors at reception in a friendly and courteous manner.
• Book, cancel, and amend patient appointments using the clinical system.
• Triage appointment needs and escalate as needed.
• Handle administrative queries and maintain patient records.
• Provide test results in line with practice policy.

Skills

Calm under pressure

Customer service

Excellent communication

Team player

Education

GCSEs English and Maths

Confidentiality/data protection training

Chaperone training

Tools

SystmOne

Accurx

Practice Index

Job description

We have an exciting opportunity for a motivated andcompassionate individual to join our Patient Service Advisor team. This variedand rewarding role involves regular contact with patients both face-to-face andover the phone as well as a range of administrative tasks that help support thesmooth running of the practice.

We are looking for someone who is calm under pressure,friendly, and professional, with a strong work ethic and excellent customerservice skills. A flexible approach is essential, as the role is offered on aweekly rota basis covering core hours between 7:45am and 6:30pm, withoccasional evening shifts until 8:30pm as part of our extended hours service.

This is a great opportunity to be part of a team that trulyvalues patient-centred care and supports each other in delivering high-qualityservices to our local community.

Main duties of the job

As a Patient Service Advisor, your role will be varied and patient-focused, supporting the practice team in delivering high-quality, efficient care. Key responsibilities include:

• Respond to patient queries and incoming calls effectively and professionally, seeking guidance when required
• Greet patients and visitors at reception in a friendly and courteous manner
• Book, cancel, and rearrange appointments using the clinical system
• Arrange interpreters for patient appointments when needed
• Provide test results to patients in line with protocol
• Administrative Tasks
• Handle administrative queries and patient requests
• Register immediately necessary patients when required
• Record and maintain up-to-date patient information on the clinical system
• Support clinicians and the management team
• Medical Records Management
• Scan incoming letters and documents appropriately
• Summarise and enter key information from incoming medical records
• Manage paper records entering or leaving the practice
• Process medical reports and subject access requests in line with GDPR guidance
• Reception & General Duties
• Carry out opening and closing procedures
• Provide general admin support across the practice
• Provide cover during staff leave or busy periods
• Complete ad-hoc duties as directed by the management team

About us

Humberstone Medical Centre is a well-established GP practice located in East Leicester, serving a diverse population of approximately 12,000 patients. We pride ourselves on delivering high-quality, patient-centred care in a supportive and collaborative environment. Our experienced team includes GP Partners, Salaried GPs, Registrars, Nurses, HCAs, Pharmacists, and supporting staff along with strong management team, all working together to meet the needs of our local community. As a teaching practice, we actively support the development of future healthcare professionals and encourage ongoing learning and progression for all members of staff.

We are a key member of the Salutem Primary Care Network, working closely with neighbouring practices to deliver enhanced services and improve patient outcomes. We are committed to continuous improvement and providing a positive working environment.

Job responsibilities

We are seeking an enthusiastic and organisedPatient Service Advisorto join our friendly and supportive team. The successful candidate will play a key role in supporting patients through their care journey offering coordination, administrative support, and excellent customer service both face-to-face and over the phone.

This is a patient-facing, varied role that also includes general reception duties and back-office tasks, helping to ensure the smooth day-to-day running of the surgery.

Main Duties and Responsibilities

Reception and Patient Services

• Welcome patients and visitors to the practice in a polite and professional manner
• Book, cancel, and amend patient appointments using the clinical system
• Triage appointment needs and escal
• Manage incoming calls efficiently, recording and redirecting queries as needed
• Handle home visit requests in line with practice protocols
• Register new and temporary patients, ensuring all paperwork is completed accurately
• Advise patients of private service charges, take payments, and issue receipts
• Provide test results in accordance with practice policy

Administrative Support

• Process repeat prescription requests accurately and promptly
• Scan and code documents into patient records
• Summarise incoming medical records
• File and manage electronic correspondence, test results, and reports
• Handle requests for medical reports and Subject Access Requests (SARs)
• Support clinicians and managers with general administrative tasks
• Maintain accurate and up-to-date patient information on the clinical system

Practice Operations

• Perform opening and closing reception procedures
• Maintain a clean, tidy, and welcoming reception and waiting area
• Restock patient information leaflets and other materials as needed
• Undertake duties on a rota basis and provide cover for colleagues during absences
• Assist with chaperoning duties (training provided)
• Comply with all practice policies, procedures, and NHS confidentiality standards
• Work safely and efficiently in line with health and safety guidance

General Requirements

• Act as a positive ambassador for the practice at all times
• Attend team meetings and contribute to service development
• Engage in training and development opportunities relevant to the role
• Carry out other reasonable duties as requested by management

Please note: this job description is not exhaustive and may be subject to change following consultation to meet service needs.

Person Specification

Qualifications

• GCSEs (or equivalent) in English and Maths Evidence of continuing professional development
• Training in confidentiality, data protection, and information governance Chaperone training or willingness to undertake training

Experience

• Experience working in a customer-facing or administrative role Experience in a healthcare, general practice, or NHS setting. Experience using SystmOne.
• Experience dealing with confidential and sensitive information.
• Excellent communication and interpersonal skills, both written and verbal Good IT skills.
• Ability to manage time effectively and prioritise workload Understanding of the need for patient confidentiality and GDPR.
• Ability to work effectively in a busy, fast-paced environment Polite, professional, and empathetic manner.
• Able to work well independently and as part of a team Calm under pressure with a flexible and proactive approach Reliable and punctual Willingness to learn and adapt
• Experience using Accurx and Practice Index.
• Knowledge of NHS appointment booking and prescription processes

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

HR, Compliance and Quality Assurance Manager