Patient Services Team Member

NHS; Hedon; On-site; GBP 60,000 - 80,000; Part time

Job summary

A healthcare provider in Hedon is seeking a confident individual with exceptional communication skills for a patient services role. You will streamline patient interactions and assist in delivering quality care. Candidates should have experience in customer service, strong IT skills, and a willingness to work in a team. The position offers competitive pay and the opportunity to work across multiple sites.

Benefits

25 days annual leave plus bank holidays

Access to the NHS pension scheme

Qualifications

• At least 2 years working in a customer faced environment.
• Experience of working in an office environment.
• Ability to act appropriately on own initiative and to react to difficult situations.

Responsibilities

• Receive, assist and direct patients efficiently.
• Provide general assistance to the practice team.
• Ensure an effective and efficient patient service is provided.

Skills

Excellent communication skills

IT literacy

Customer service experience

Ability to work in a busy environment

Education

Good standard of education

Customer care training/qualification

Tools

MS Office packages

Clinical systems (Emis)

Job description

We are looking for a confident individual with excellentcommunication skills and someone who excels in a busy, demanding and variedenvironment.

You will be joining our Patient Services Team where we arecommitted to delivering high quality patient care. Our main focus is to meetthe individual needs of each and every Patient. In this role you will makepatient interactions with the practice more streamlined and efficient.

If you are passionate about making a positive impact onPatients Health & Wellbeing, we would love to hear from you!

Working hours: 16 - 37.5 hours per week.

Closing Date for Applications: Sunday 4th January 2026.

Main duties of the job

Our successful candidate will have a busy and varied role which will include providing care navigation and signposting to patients. You will deal with general enquiries, explain procedures and make new and follow up appointments. You will perform a range of administrative duties to support patient care and supporting our frontline reception services during peak calling times.

You will have excellent communication skills and the confidence to work in a busy and demanding environment.

Experience of general administration processes and record keeping will be helpful and you must be computer literate with the ability to learn our IT systems quickly.

Above all, you will be committed to delivering high quality patient care.

About us

We are a large rural practice with over 35,000 patients. As a single-practice Primary Care Network, we have a wonderful opportunity to transform care for our patients. We operate from 7 locations across Holderness and you must also be willing to travel between sites as necessary. Our hard-working and dedicated team includes 23 GPs, an extensive multi-disciplinary team of healthcare professionals and a great patient services and administration team.

We offer a welcoming practice environment, 25 days annual leave plus bank holidays and access to the NHS pension scheme.

Job responsibilities

Receive, assist and direct patients in accessing theappropriate service or healthcare professional in a courteous, efficient andeffective way.

Provide general assistance to the practice team andproject a positive and friendly image to patients and other visitors, either inperson or via the telephone.

Job duties/responsibilities:

• Ensure an effective and efficient patientservice is provided to patients and any other visitors to the practice
• Provide care navigation/signposting of patients
• Deal with all general enquiries, explainprocedures and make new and follow-up appointments.
• Using your own judgment and communicationskills, ensure that patients with no prior appointment but who need urgentconsultation are seen in a logical and non-disruptive manner.
• Explain practice arrangements and formalrequirements to new patients and those seeking temporary cover, and ensureprocedures are completed.
• Liaise with other clinical staff includingDistrict Nurses, Health Visitors etc.,
• Receive and make telephone calls as required.Divert calls and take messages, ensuring accuracy of detail and promptappropriate delivery.
• Enter requests for home visits into clinicalsystem, ensuring to carefully record all relevant details and referring to dutydoctor where necessary.
• Advise patients of relevant charges for private(non-General Medical Services) services.
• Retrieve and re-file records as required,ensuring strict alphabetical order is adhered to.
• Ensure the kitchen is kept clean and tidy andair and tidy the waiting room in turn with other staff.
• Open up premises at the start of the day when first toarrive, de-activate alarm and make all necessary preparations to receivepatients.
• When last to leave at the end of the day, ensure that thebuilding is totally secured, internal lights are off and the alarm activated.
• Ensure efficient running of appointment systemand monitor flow of patients into Treatment/Consulting rooms.
• To work in accordance of written protocols
• Fax and photocopy as requested
• Be able to cover reception positions asnecessary
• Process patients changes of address computerdata and medical records (have knowledge of practice area)
• Have working knowledge of telephone/on callsystem, during and after hours
• Ensure building security have thorough knowledgeof doors/windows/alarm and report any concerns
• Carry out any other tasks allocated by managers

Confidentiality

In the course of seeking treatment, patientsentrust us with, or allow us to gather, sensitive information in relation totheir health and other matters. They do so in confidence and have the right toexpect that staff will respect their privacy and act appropriately

In the performance of the duties outlined inthis job description, the post-holder may have access to confidentialinformation relating to patients and their carers, practice staff and otherhealthcare workers. They may also have access to information relating to thepractice as a business organisation. All such information from any source is tobe regarded as strictly confidential

Information relating to patients, carers,colleagues, other healthcare workers or the business of the practice may onlybe divulged to authorised persons in accordance with the practice policies andprocedures relating to confidentiality and the protection of personal andsensitive data

Health & safety

The post-holder will assist in promoting and maintainingtheir own and others health, safety and security as defined in the practicehealth & safety policy, the practice health & safety manual, and the practiceinfection control policy and published procedures. This will include:

Using personal security systems within theworkplace according to practice guidelines

Identifying the risks involved in workactivities and undertaking such activities in a way that manages those risks

Making effective use of training to updateknowledge and skills

Using appropriate infection control procedures,maintaining work areas in a tidy and safe way and free from hazards

Actively reporting of health and safety hazardsand infection hazards immediately when recognised

Keeping own work areas and general/patient areasgenerally clean, assisting in the maintenance of general standards ofcleanliness consistent with the scope of the job holders role

Undertaking periodic infection control training(minimum annually)

Demonstrate due regard for safeguarding andpromoting the welfare of children.

Equality and diversity

The post-holder will support the equality, diversity andrights of patients, carers and colleagues, to include:

Acting in a way that recognises the importanceof peoples rights, interpreting them in a way that is consistent with practiceprocedures and policies, and current legislation

Respecting the privacy, dignity, needs andbeliefs of patients, carers and colleagues

Behaving in a manner that is welcoming to and ofthe individual, is non-judgmental and respects their circumstances, feelingspriorities and rights.

The post-holder will participate in any trainingprogramme implemented by the practice as part of this employment, with suchtraining to include:

Participation in an annual individualperformance review, including taking responsibility for maintaining a record ofown personal and/or professional development

Taking responsibility for own development,learning and performance and demonstrating skills and activities to others whoare undertaking similar work

Responsible for undertaking own mandatorytraining as per practice policy

Quality

The post-holder will strive to maintain quality withinthe practice, and will:

Alert other team members to issues of qualityand risk

Assess own performance and take accountabilityfor own actions, either directly or under supervision

Contribute to the effectiveness of the team byreflecting on own and team activities and making suggestions on ways to improveand enhance the teams performance

Work effectively with individuals in otheragencies to meet patients needs

Effectively manage own time, workload andresources

Communication

The post-holder should recognise the importance ofeffective communication within the team and will strive to:

Communicate effectively with other team members

Communicate effectively with patients and carers

Recognise peoples needs for alternative methodsof communication and respond accordingly

Contribution to the implementation of services

The post-holder will-

Apply practice policies, standards and guidance

Discuss with other members of the team how thepolicies, standards and guidelines will affect own work

Participate in audit where appropriate

Ensure they have a full and clean drivinglicense

Person Specification

Additional Criteria

• Positive and can do attitude
• Able to learn and adapt quickly
• Willing to travel as required for the role, including working from any of our 8 sites (Access to a car for work is therefore essential.)
• Provide cover for sickness/annual leave when required

Experience

• At least 2 years working in a customer faced environment.
• Experience of working in an office environment.
• Working in a team Good IT knowledge and skills
• Awareness of own area policies and procedures/systems
• Understanding of confidentiality and data protection requirements
• Good knowledge of admin procedures and systems
• Able to identify, plan and prioritise own work to achieve deadlines
• Good listening, written and interpersonal skills with both staff and patients/public
• Ability to act appropriately on own initiative and reactive to difficult situations
• Excellent telephone skills
• Experience of working in General Practice or NHS Reception experience
• Experience of MS office packages and clinical systems (Emis)
• Ability to complete online training when required
• Data protection and patient confidentiality awareness
• Previous admin position
• Previous experience of using a multi-line telephone switchboard

Qualifications

• Good standard of education.
• Customer care training/qualification.

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.

£12.21 to £12.31 an hourIn line with the Holderness Health Pay Policy.