Job Title: Patient Advisor (Receptionist)
Location: Small Heath Medical Practice, Birmingham
Reports To: Patient Services Lead
Job Purpose
The Patient Advisor is the first point of contact for patients and visitors attending Small Heath Medical Practice. The role involves providing a professional, welcoming, and efficient reception service while supporting the smooth day-to-day operation of the practice. The Patient Advisor will assist patients with appointments, enquiries, registration, signposting to appropriate services, and administrative tasks, ensuring high standards of customer care and confidentiality at all times.
Key Responsibilities
Reception Duties
- Greet patients, visitors, and healthcare professionals in a courteous and professional manner.
- Answer incoming telephone calls promptly and deal with enquiries efficiently.
- Book, amend, and cancel appointments in accordance with practice procedures.
- Manage patient arrivals and departures using the clinical system.
- Handle patient enquiries both face-to-face and over the telephone.
- Signpost patients to the most appropriate service, healthcare professional, or source of support.
Administrative Duties
- Maintain accurate patient records and update information on the clinical system.
- Process new patient registrations and deductions.
- Scan, file, and distribute correspondence and clinical documents.
- Manage incoming and outgoing post.
- Process prescription requests in line with practice protocols.
- Support the practice with routine administrative tasks and projects.
Patient Care and Service
- Deliver excellent customer service to all patients and stakeholders.
- Communicate effectively with patients from diverse backgrounds and cultures.
- Handle sensitive situations calmly, respectfully, and professionally.
- Promote the practice's services and support patients in accessing the appropriate care.
- Assist patients with online services, NHS App registration, and digital access where required.
Confidentiality and Compliance
- Maintain strict patient confidentiality and comply with GDPR and NHS information governance requirements.
- Adhere to all practice policies, procedures, and protocols.
- Comply with health and safety regulations and infection prevention standards.
- Participate in mandatory training and practice meetings.
Team Working
- Work collaboratively with GPs, nurses, healthcare assistants, and administration staff.
- Provide cover for colleagues during absences where necessary.
- Contribute positively to the development and improvement of practice services.
Pay: £12.71 per hour
Expected hours: 15.0 – 30.0 per week
Work Location: In person
