Patient Services Advisor

The Methodist Church in Britain; Haywards Heath; On-site; GBP 21,000 - 24,000; Full time

Benefits offered by this job

On-site free parking

Cycle to work scheme

Company pension

Training and development opportunities

Employee discount

Sick pay

Job summary

Cuckfield Medical Practice is seeking a front-line receptionist to join two surgery sites. You will welcome patients in person, by phone and online, book and amend appointments, and maintain patient records on the clinical system.

The role requires GCSE, excellent communication, and confidentiality under GDPR. Experience with SystmOne is advantageous, and you will work flexibly across sites according to the rota.

Qualifications

• GCSE is the essential qualification.
• Excellent telephone and customer service skills are required.
• Confidentiality and discretion are essential when handling patient information.

Responsibilities

• Welcome and assist patients and visitors in person, by telephone and online.
• Book, amend and cancel appointments and handle general practice enquiries.
• Direct patients to appropriate service or healthcare team member.
• Maintain accurate patient records on the practice clinical system.
• Process correspondence, registration requests and documents.
• Handle prescriptions, test-result enquiries and clinical messages under agreed procedures.

Skills

Customer service

Communication

Organisational skills

Prioritising tasks

Attention to detail

Calm under pressure

Education

GCSE

Tools

SystmOne

Job description

Front-line reception post at Cuckfield Medical Practice, which runs two surgery sites and handles patient contact in person, by telephone and online. The post-holder books and amends appointments, keeps patient records up to date on the clinical system, and directs patients to the right service while keeping information confidential. The role rotates between both surgeries as the rota requires, so flexibility across sites is needed. GCSE is the only essential qualification, and SystmOne experience is advantageous.

What the job involves

• Welcome and assist patients and visitors in person, by telephone and online
• Book, amend and cancel appointments and handle general practice enquiries
• Direct patients to the appropriate service or healthcare team member under agreed protocols
• Maintain accurate patient records on the practice clinical system
• Process correspondence, registration requests and documents
• Handle prescriptions, test-result enquiries and clinical messages under agreed procedures, referring to authorised staff
• Record messages accurately and pass them on promptly
• Support clinicians and the wider practice team with general administration
• Maintain patient confidentiality under UK GDPR, the Data Protection Act 2018 and practice policies
• Follow information governance, safeguarding, infection prevention and control, and health and safety procedures
• Work at either site according to the agreed rota, adapting to differing workloads
• Attend team meetings and training sessions as required

What’s required

Qualifications

• GCSE

Skills & knowledge

• Excellent telephone and customer service skills
• Organisational and administrative skillsConfident, professional communication with a wide range of people
• Prioritising competing tasks and managing workload
• Comfort using computer systems and learning new software
• Strong attention to detail and accurate work

Other

• Understanding of confidentiality and handling sensitive information
• Positive, flexible and proactive approach to work
• Calm, professional manner in stressful situations

Nice to have

• Experience in a GP practice, NHS, healthcare, customer service or reception environment
• Knowledge of primary care services and NHS appointment processes
• Experience handling confidential and sensitive enquiries
• SystmOne experience

What’s offered

• Supportive and welcoming team environment
• Training and development opportunities relevant to the role
• 5.6 weeks paid annual leave plus bank holidays, pro rata to contracted hours
• Company pension
• Cycle to work scheme
• Employee discount
• On-site free parking
• Sick pay