Patient Services Reception Advisor

Integrated Care System; Melton Mowbray; On-site; GBP 20,000 - 25,000; Part time

Job summary

A reputable healthcare organization in Melton Mowbray is hiring a Patient Services Reception Advisor to provide excellent service to patients. The role demands strong communication skills, IT proficiency, and a commitment to patient care in a busy environment. Candidates must have 2+ years in a similar role and the ability to multitask effectively. This part-time position offers flexible hours in a supportive healthcare setting.

Qualifications

• Experience in a customer-focused environment for 2+ years.
• Comfortable managing phone calls and patient requests.
• Knowledge of handling and dealing with healthcare specimens.

Responsibilities

• Manage the reception desk and greet patients professionally.
• Handle appointment bookings and patient inquiries.
• Maintain patient confidentiality and manage electronic records.

Skills

Excellent communication skills

Customer care experience

Proficiency in IT (Word)

Time management

Compassion

Education

At least 5 passes at GCSE Level or equivalent

Tools

SystmOne

Microsoft Office Suite

Job description

Interviewswill take place week commencing 25 August 2025

26.25 hours per week:

Week 1

Monday: 08:00 - 13:00

Tuesday: 13:00 - 18:30

Thursday: 13:00 - 18:30

Friday: 08:00 - 13:00

Week 2

Monday: 13:00 - 18:30

Tuesday: 08:00 - 13:00

Thursday: 08:00 - 13:00

Friday: 13:00 - 18:30

We are looking for highly motivated,energetic, and enthusiastic team members with excellent communication skills.Your ability to be proactive and experience of working in a customer care andadministrative environment will deliver constantly improving levels of service.As a Patient Services Reception Advisor, when dealing with the public, you mustbe compassionate and discreet; with initiative to work effectively alone andefficiently as part of a team in a very busy, pressurized environment.

You must have excellent IT skills and bea competent user of Word. Importantly, excellent communication and telephoneskills coupled with previous reception and administrative skills and experienceare essential along with an ability to prioritise and multitask.

Experience of working with SystmOne (ourGP clinical system) is desirable, however full training will be provided to theideal candidates.

Primary Care, within which GeneralPractice sits, is evolving all the time and you must be able to demonstrate acommitment to cover all the multi-facet roles undertaken within a dedicatedteam, across both sites.

Main duties of the job

Workingas part of a team to support the work of doctors and clinicians, thepost-holder is:

Responsible for receiving,assisting and directing patients in accessing appropriate services orhealthcare in a professional, courteous, efficient and effective manner.

Responsible to the ReceptionManager for the management and operation of the assigned Reception or Sub Receptionarea at any of the Practices sites, i.e. Sage Cross, Suite 8 and/or Asfordby.

An important point of contact for patients and is as afocal point of communication between patients, doctors and other medical staff.

About us

Latham House Medical Practice are basedin Melton Mowbray. We are recruiting Patient Services Reception Advisors on apermanent basis, to provide a friendly, confidential, and professional serviceto our patients. We are a busy medical practice of two sites with a capitationof circa. 37,000 patients.

Job responsibilities

Inproactively managing an allocated reception desk and suite the post-holder’s rolewill include:

Reception Desk Management

·Meeting and greeting patients ina calm and professional manner and directing patients to the appropriate waitingareas.

·Booking and rescheduling appointmentsand informing patients of booked, cancelled or rescheduled appointments.

·Liaising with doctors and/orclinicians prior to booking patients’ appointments and telephone calls.

·Actively manage doctors’ phonelists to reduce the impact of unnecessary burdens.

·Receiving,making and diverting telephone calls and taking messages.

·Dealingwith queries, problems, complaints and registering new patients in accordancewith the Practice’s protocols, policies and procedures.

·Dealing with and responding torequests from doctors and clinicians.

·Co-ordinating administrativeprocedures, supporting medical examinations and, when required, be a chaperone.

·Dealing confidentially,efficiently and politely with enquiries arising from patients, or from otherhealth professionals in respect of patients, both in person and on thetelephone, and in particular enquiries regarding test results.

·Meeting the needs of patientsand clinicians.

·Managing and checkingpatients’ urine specimen, height, weight and visual acuity and entering theresults on the computer.

·Issuing forms and takingpayments when applicable.

·Preparing, checking andtidying consultation rooms, treatment rooms and reception areas- includingnoticeboards and patient information leaflets; ensuring that consultation roomsare equipped and stocked ready for doctors and clinicians to receive patients.

·Ensuringthe efficiency of appointment system and monitoring flow of patients intoconsulting and treatment rooms.

·Ensuringthat patients without appointments, but who need 'urgent consultation', are whenpossible, seen in a logical and non-disruptive manner.

·ExplainingPractice arrangements and formal requirements to new patients and those seekingtemporary cover.

·Advisingpatients of the relevant charges for ‘non-paid for services’, taking paymentand issuing receipts.

·Recordinghome visits on clinical system including all relevant information and wherenecessary refer to the Duty Doctor.

·Ensuringthat requests for prescriptions are actioned in accordance with the Practice’spolicies and procedures.

·Actioningand recording requests for other services including ambulance transportationand interpreters.

Management of Appointment System

·Ensuringtotal familiarity with the appointment system including regular and incidentalvariations.

·Bookingappointments, single point of access requests and recalls; and ensuringsufficient information is recorded to retrieve medical records.

·Monitoringthe effectiveness of the system and report any problems or variations required.

Administration Duties

·Updating the computer withrelevant information.

·Updating the self-check insystem when required.

·Updating White Boards on adaily basis.

·Filing / checking notes /pulling notes when required.

·Sorting post, scanning and attachingdocuments to patient records.

·At the end of the eveningsurgery:

a)Checking and locking rooms

b)Securing the building at theend of the day.

c)Ensuring the car park is emptyand locking gates.

Computers & InformationTechnology

Inaccordance with the Practice’s protocols, policies and procedures, thepost-holder will:

·Manage and maintain patients’electronic records in a timely and accurate manner.

·Maintain patientsconfidentiality at all times.

·Comply with all informationmanagement and information technology protocols and systems.

Person Specification

Knowledge

• Extensive knowledge of IT programs and software such as Microsoft Office, Excel, Word, PowerPoint, Outlook and the internet.
• A good level of knowledge and understanding of the primary care sector and the healthcare sector.
• Extensive knowledge of working with GP clinical systems such SystmOne, Electronic Prescription Service.
• A good level of knowledge and understanding in respect of handling and dealing with specimens in accordance with Infection Prevention Control policies and procedures.
• A good level of knowledge and understanding of medical terminology

Experience

• At least 2 years recent experience in a similar role, either paid or unpaid, within either a healthcare, social care, or other patient/customer focused environment.
• Experience of working with IT programs and software such as Microsoft Office, Excel, Word, PowerPoint, Outlook and the internet.
• Evidence of having achieved personal and departmental objectives within the workplace.
• Experience of proactively and effectively managing phone calls/lists and requests from patients.
• Experience of working with GP clinical systems such SystemOne, Electronic Prescription Service.
• Experience of handling and dealing with specimens in accordance with Infection Prevention Control policies and procedures.
• Experience of having been a Fire Marshal or Fire Warden.

Qualifications

• At least 5 passes at GCSE Level, or equivalent, and/or a proven level of qualification acquired by experience in a similar role either paid or unpaid.
• An up-to-date Fire Marshal or Fire Warden Training Certificate, or a willingness to undertake such training and maintain such certification.
• An up-to-date Basic Life Support Certificate or a willingness to undertake such training and maintain such certification.

Skills

• Able to establish, maintain and develop effective communications across the Practice and with external organisations.
• High level literacy and numeracy skills with a passion for detail and accuracy.
• Discretion in the handling of sensitive and confidential information.
• Excellent interpersonal skills, able to build professional and personal credibility to gain the support of colleagues and external organisations.
• Excellent oral and written communication skills; able to engage effectively with a wide ranges of audiences.
• Excellent time management skills, capable of prioritising and managing competing demands and workloads.

Additional Requirements

• Reliable, dependable and maintain confidentiality
• Calm, well organised and methodical
• Demonstrates initiative, flexible, able to prioritise and meet deadlines
• Team worker and team player yet able to work by oneself
• Commitment to continuing professional development of self and others.
• Able to maintain the consistent delivery of high-quality services.
• Satisfactory completion of an enhanced check through the Vetting and Barring Service (this will be taken up if offered the post).
• Legal Right to work in the UK
• Hep B/MMR - vaccinated or willing to be vaccinated.
• A commitment to anti-discriminatory practices in employment, training and service delivery.
• An understanding of Health and Safety responsibilities.
• Flexibility in working hours.

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.