The Thornton Medical Centre, Thornton-Cleveleys, FY5 2TZ
We are a forward-thinking, high-performing GP practice led by five partners, comprising four GP Partners and one Business Partner. Our multidisciplinary team includes GPs, Advanced Nurse Practitioners, Paramedics, Pharmacists, Practice Nurses, Nursing Associates, Healthcare Assistants, and a dedicated administrative and support team. Together, we are committed to delivering high-quality, patient-centred care to our local population.
Job Overview
Patient Advisor’s play a vital role in the day-to-day operations of General Practice, acting as the first point of contact for patients. The Apprentice's will be the first point of contact for patients contacting the Practice by telephone. The primary focus of the role is to support patients who are unable to complete the online triage form independently, guiding them through the process and ensuring requests are submitted accurately as well as ensuring the patients are up to date with any routine appointments. They deliver a professional, efficient, and friendly service to patients. The role is essential in promoting a positive patient experience and supporting the practice’s commitment to continuous improvement and patient-centred care.
Duties (not limited to:)
- Answer incoming telephone calls professionally and courteously.
- Guide patients through the Practice triage form and accurately record information provided.
- Assist patients who experience difficulties accessing online services.
- Provide excellent customer service and reassurance to patients.
- Employ a variety of questioning techniques to develop a full picture of the nature of the patient’s requirements.
- Maintain accurate patient records using Practice systems.
- Carry out administration tasks as required.
- Assess own performance and take accountability for own actions, either directly or under supervision.
- Effectively manage own time, workload and resources.
- Any other duties that may be requested by the Doctors, Practice Nurses or the Practice Manager
- Maintain confidentiality and comply with GDPR regulations.
- The ability to work in a well organised and professional manner to meet the demands of the work, maintaining concentration and accuracy.
- Ability to work alone or as part of a team.
- Provide support within the Patient Advisor Team. Assist with answering calls coming into the surgery, triage patients.
- To undertake any other responsibilities, to maintain a high standard and efficient reception service.
Training
- Induction and onboarding training to help you settle in confidently.
- We support career progression, with opportunities to develop into senior administrative or management roles. Annual appraisals and personalised development plans are provided to help you achieve your career goals.
- Regular in-house training sessions on clinical systems, safeguarding, and patient care.
Details
- Mon-Fri (shifts to be agreed with the successful candidate).
Pay: £10.00 per hour
Application question(s):
- Why do you think confidentiality is important when working in a GP practice, and how would you ensure patient information remains confidential?
- This role involves managing multiple tasks, including answering calls and processing patient requests. How do you stay organised when dealing with competing priorities?
- This role requires gathering accurate information from patients to support our Total Triage system. Why do you think attention to detail is important, and how would you ensure information is recorded accurately?
Work Location: In person
