Patient Care Advisor (Receptionist)
Location: Leith Links Medical Group, 4 Hermitage Place, Edinburgh EH6 *BW
Hours: 37 hours per week between the hours of 8am and 6pm
Salary: Competitive salary ~ dependent on qualifications & experience
Closing Date: Friday 4th September 2026
Job Purpose
The Patient Care Advisor is the first point of contact for patients and visitors to Leith Links Medical Group. The postholder will provide a professional, friendly and efficient reception and administrative service, supporting patients to access appropriate healthcare services and ensuring the smooth day-to-day running of the practice.
Working as part of the administrative team, the Patient Care Advisor will communicate with patients, clinicians and external organisations, handling enquiries with sensitivity, professionalism and discretion.
About the Practice
Leith Links Medical Group provides a full range of NHS primary care services to approximately 7000 patients across Leith and surrounding areas of Edinburgh. The practice delivers GP, nursing and specialist clinics and operates telephone triage and urgent appointment systems.
Send a copy of your CV with a covering letter to [email protected]
Key Responsibilities
Patient Access and Reception Services
- Welcome patients and visitors in a courteous, professional and compassionate manner.
- Act as the first point of contact for patients attending the practice or contacting by telephone.
- Respond to patient enquiries and provide accurate information about appointments, services and practice procedures.
- Use sound judgement to prioritise enquiries and identify urgent requests in line with practice protocols.
- Register patient arrivals, record information accurately and direct patients appropriately.
- Inform clinical staff of any concerns regarding a patient's health or wellbeing when attending the practice.
- Record requests for home visits and escalate urgent requests as required.
Appointment and Clinical Administration
- Book, amend and cancel appointments using the practice clinical system.
- Support the effective management of clinics and appointment availability.
- Respond appropriately to changes in clinical staffing, including rearranging appointments when required.
- Process requests for repeat and acute prescriptions in accordance with practice procedures.
- Support requests for access to medical records and reports in line with data protection and NHS requirements.
Administrative Support
- Process incoming and outgoing correspondence, including scanning, filing and electronic document management.
- Maintain accurate and up-to-date patient records.
- Input data, clinical coding and patient information accurately into practice systems.
- Undertake general administrative duties including:
- Filing and scanning documents
- Managing mail
- Photocopying and document preparation
- Ordering and monitoring stock
- Booking interpreters and other support services
- Assist with audits, surveys and service improvement activities as required.
Team Working
- Work collaboratively with clinical and administrative colleagues to deliver high-quality patient care.
- Provide flexible cover across administrative functions to maintain service delivery.
- Participate in training, team meetings and personal development activities.
- Support the induction and training of new or temporary staff when required.
- Undertake any other reasonable duties requested by the Practice Manager or Assistant Practice Manager.
Communication
The postholder will communicate regularly with:
- Patients, relatives and carers
- GPs, nurses and other practice staff
- NHS departments and healthcare professionals
- External organisations and service providers
The role requires excellent communication skills and the ability to deal sensitively with people who may be distressed, anxious, frustrated or have communication difficulties.
Information Governance and Confidentiality
The postholder must:
- Maintain confidentiality at all times.
- Handle sensitive patient information securely and appropriately.
- Comply with GDPR, NHS policies and practice procedures.
- Ensure all records are accurate, secure and up to date.
Systems Used
The role involves the regular use of:
- Practice clinical and appointment systems
- Microsoft Office applications
- NHS systems and databases
- Email, internet and online ordering systems
- Incident reporting and staff training systems
Training will be provided on all relevant systems.
Working Conditions
The role is primarily office and reception based and involves:
- Prolonged use of computers and telephone systems
- Managing multiple tasks and frequent interruptions
- Working in a busy and sometimes demanding environment
- Regular contact with distressed or anxious patients and visitors
Skills and Experience
Essential
- Experience of working in a customer service, reception or administrative role.
- Excellent level of literacy, verbal and written communication skills.
- Good organisational and time-management skills.
- Ability to work accurately under pressure and manage competing priorities.
- Good IT skills, including Microsoft Office applications.
- Ability to work effectively as part of a team.
- Understanding of the importance of confidentiality and data protection.
Desirable
- Previous experience working in a GP practice, NHS setting or healthcare environment.
- Knowledge of clinical systems and appointment booking procedures.
- Relevant qualification in administration, business support or customer service.
Values
The postholder will demonstrate NHS values by:
- Treating everyone with dignity and respect.
- Delivering a high standard of patient care and customer service.
- Working collaboratively with colleagues.
- Acting with honesty, professionalism and integrity.
- Supporting continuous improvement and learning.
This job description is intended as a guide to the main responsibilities of the post and may be amended to meet the changing needs of the practice.
Pay: £13.86-£15.05 per hour
Work Location: In person
