Patient Services Advisor

Wycliffe Medical Practice; Lutterworth; On-site; GBP 18,000 - 24,000; Full time

Job summary

A local healthcare provider in Lutterworth is seeking a Patients Services Advisor for a fixed-term contract. The role involves managing appointments, processing prescriptions, and maintaining medical records. Candidates should possess experience in customer care, particularly in a medical setting, along with strong communication skills. The working hours require flexibility, and the practice is committed to providing quality patient-centered service.

Qualifications

• Must have experience in a customer care environment, ideally in medical.
• Ability to work under pressure and maintain confidentiality.
• Experience of working in healthcare or general practice.

Responsibilities

• Managing appointments and processing prescriptions.
• Maintaining and monitoring the practice appointments system.
• Initiating contact and responding to requests from patients.

Skills

Excellent communication skills (written and oral)

Clear, polite telephone manner

Competent in the use of Office and Outlook

Effective time management

Ability to work as a team member

Problem solving and analytical skills

Education

GCSE English (C or above)

A-level/equivalent with relevant experience

NVQ Level 2 in Health and Social Care

Job description

We are looking for an additional Patients Services Advisor for afixed term contact with the potential view to continue. We open 7:45am - 6:45pm each weekday. You will be required to work shifts that start or end at the above times. You must have experience in a customer care environment, ideally medical and have energy, enthusiasm and be self‑motivated with excellent communication skills.

Main duties of the job

Managing appointments

Processing prescriptions

Maintaining medical records

Filing and scanning documents

Providing information

Maintaining confidentiality

Dealing with difficult situations

Working as part of a multidisciplinary team (GPs, nurses, healthcare assistants, and admin staff).

About us

We have modern, purpose built premises in the SouthLeicestershire town of Lutterworth and a growing list size of 10,850 patients and pride ourselves on providing a friendly, patient‑centred service.

SystmOne

The GP team includes 4 partners and 5 salaried GPs.

Our partners have varied interests and include an LPT board member.

We also have a large team of clinical staff including 1 ANP, 4 nurses, 2 HCAs and 2 mental health practitioners.

Experienced reception and administrative team.

GP registrar training.

Medical students (1st, 3rd and 5th years).

High QOF achievement and prevalence.

Opportunities to develop skills.

We are also part of a strong South Blaby and Lutterworth PCN.

Job responsibilities

The duties and responsibilities to be undertaken by members of the Practice Administration Team may include any or all of the items in the following list. Duties may be varied from time to time under the direction of the Reception Team Leader/Practice Manager, dependent on current and evolving practice workload and staffing levels:

• Opening up/locking up of practice premises and maintaining security in accordance with practice protocols.
• Maintaining and monitoring the practice appointments system.
• Processing personal and telephone requests for appointments, visits and telephone consultations and ensuring callers are directed to the appropriate healthcare professional.
• Processing and distributing incoming and outgoing mail.
• Taking messages and passing on information.
• Receiving prescription queries received by patients or pharmacies on patients’ behalf, ensuring accuracy and compliance with repeat prescription protocol.
• Liaising with local pharmacies.
• Processing incoming post.
• Initiating contact with and responding to requests from patients, other team members and associated healthcare agencies and providers.
• Receiving and dealing with concerns raised by patients and if unable to address at source, escalating in the appropriate manner according to the practice complaints policy.
• Dealing with difficult patients but if unable to deal, escalating in the appropriate manner.
• Alerting the practice manager or GPs of any problems arising from the appointment system or customer service issues.
• Computer data entry processing, read coding and recording information in accordance with practice procedures.
• Entering test results and consultation data into patient records ensuring accuracy and compliance with current Read Code policy.
• Registrations of new patients – computer data entry and medical records.

Person Specification

Skills

• Excellent communication skills (written and oral)
• Clear, polite telephone manner
• Competent in the use of Office and Outlook
• Effective time management (planning and organising)
• Ability to work as a team member and autonomously
• Good interpersonal skills
• Problem solving and analytical skills
• Ability to follow policy and procedure

Personal Qualities

• Polite and confident
• Flexible and cooperative
• Motivated
• Initiative and judgement (knowing when to ask for help)
• Forward thinker
• High levels of integrity and loyalty
• Sensitive and empathetic in distressing situations
• Ability to work under pressure

Qualifications

• GCSE English (C or above) and at least three other GCSEs
• Educated to A-level/equivalent or higher, with relevant experience
• NVQ Level 2 in Health and Social Care

Experience

• Experience of working with the general public
• Experience of administrative duties
• Experience of working in a healthcare setting
• Experience of working in general practice

Other

• Flexibility to work outside of core office hours
• Maintain confidentiality at all times

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.