Patient Services Adviser
About the Role
Upton Village Surgery is seeking a friendly, professional, and patient-focused Patient Services Adviser to join our welcoming and supportive team.
As one of the first points of contact for patients, you will play a vital role in delivering excellent customer service and ensuring patients access the most appropriate care and support. Working across reception, telephone, and digital communication channels, you will help patients navigate NHS services, manage appointment requests, support administrative processes, and contribute to the smooth day-to-day running of the practice.
We are looking for someone with excellent communication and organisational skills, a positive attitude, and the ability to work effectively in a busy environment. Previous experience in a healthcare or customer service setting is desirable but not essential.
Key Responsibilities
- Act as a professional and welcoming first point of contact for patients, carers, visitors, and healthcare professionals.
- Provide a high standard of customer service across reception, telephone, online, and digital communication channels.
- Support patients in accessing the most appropriate healthcare service in line with practice procedures and NHS guidance.
- Respond to patient enquiries, requests, and concerns in a courteous, empathetic, and efficient manner.
- Manage challenging situations professionally, escalating concerns where appropriate.
- Book, amend, and cancel appointments in accordance with practice procedures.
- Support the practice's appointment and care navigation processes to ensure patients are directed to the most appropriate clinician or service.
- Process incoming correspondence, clinical documents, and patient information using the practice clinical system.
- Support routine administrative tasks to ensure the efficient running of the practice.
- Liaise effectively with GPs, clinicians, community services, hospitals, pharmacies, and other healthcare providers.
- Process and communicate information accurately, ensuring actions are completed within required timescales.
- Take and relay messages appropriately, maintaining accuracy and confidentiality at all times.
- Support patients with information relating to healthcare services, referrals, and practice procedures.
- Contribute to maintaining a safe, organised, and welcoming reception environment.
- Support practice initiatives designed to improve patient experience and service delivery.
- Participate in team meetings, training, and practice development activities.
- Maintain knowledge of practice policies, procedures, and NHS developments relevant to the role.
Person Specification
Essential Skills and Experience
- Excellent communication and interpersonal skills.
- Strong customer service skills with the ability to build positive relationships.
- Good organisational skills and attention to detail.
- Ability to work effectively under pressure in a busy environment.
- Competent IT skills and confidence using computerised systems.
- Professional, reliable, and adaptable approach to work.
- Understanding of the importance of confidentiality and data protection.
Desirable Skills and Experience
- Previous experience in a patient-facing, healthcare, reception, or customer service role.
- Experience using GP clinical systems such as EMIS Web.
- Knowledge of NHS services and primary care pathways.
- Experience handling sensitive or confidential information.
Professional Responsibilities
The postholder will:
- Adhere to all practice policies and procedures.
- Maintain strict patient confidentiality in accordance with GDPR, NHS Information Governance requirements, and professional standards.
- Demonstrate a commitment to equality, diversity, and inclusion.
- Participate in ongoing learning, development, and mandatory training.
- Support the practice in delivering safe, effective, and compassionate care.
Please note: This job description is not intended to provide an exhaustive list of duties. The postholder may be required to undertake other reasonable duties commensurate with the role and the needs of the practice.
We reserve the right to close this vacancy early should we receive a high volume of suitable applications. Early application is therefore encouraged.
Job Type: Part-time
Pay: £12.71 per hour
Benefits:
Ability to commute/relocate:
- Chester CH2 1HD: reliably commute or plan to relocate before starting work (required)
Work Location: In person
