About this role
Job summary
Are you a friendly, organised and compassionate person who enjoys helping others and thrives in a busy, team-focused environment? If so, we would love to hear from you.
St Peters Health Centre is looking for an enthusiastic Patient Care Advisor (PCA) to join our practice team. As one of the first points of contact for our patients, you will play an important role in making sure every patient feels welcomed, listened to and supported.
This is a varied and rewarding role combining excellent customer service with reception and administrative duties. You will help patients access the right care by managing appointment requests, providing clear information, supporting the use of digital services such as SystmConnect and the NHS App, and signposting patients to appropriate NHS and community services.
Youll be joining a busy, supportive practice where teamwork and providing an excellent patient experience are at the heart of what we do. We are looking for someone with strong communication and customer service skills who can remain calm under pressure, use their initiative and work positively as part of a wider multidisciplinary team. Previous general practice experience is desirable, but a willingness to learn and develop is equally important.
If you are approachable, adaptable and passionate about helping people access the right care, we would be delighted to receive your application.
Main duties of the job
As a Patient Care Advisor, you will be at the heart of the practice, helping patients access the care and support they need while ensuring their experience with us is positive, efficient and compassionate.
Your day will be varied and will involve communicating with patients face-to-face, by telephone and through our digital systems. You will listen to patients, understand what they need and help them navigate the most appropriate route for their care. This may include arranging appointments, supporting online requests, providing information or directing patients to other NHS and community services.
Alongside patient-facing work, you will carry out a range of administrative tasks to support our clinical team and keep practice services running smoothly. Accuracy, confidentiality and good communication are therefore essential.
You will work closely with GPs, nurses, other healthcare professionals and administrative colleagues, supporting one another during busy periods and responding to the changing needs of the practice.
This is a busy and responsible role where no two days are quite the same. It would suit someone who enjoys working with people, can prioritise effectively and takes pride in providing excellent service to patients.
About us
St Peters Health Centre is a busy, friendly GP practice committed to providing high-quality, compassionate care to our patients. We are proud of our supportive working environment and the contribution every member of our team makes to the care we provide.
Our practice brings together GPs, nurses, healthcare professionals and a dedicated administrative and patient care team. We work collaboratively, recognising that every role is important in ensuring our patients receive a positive experience and can access the right care at the right time.
We are looking for people who share our values: treating patients and colleagues with kindness and respect, communicating well, taking responsibility for their work and being willing to support others when things get busy.
Primary care is constantly evolving, and we encourage our team to embrace new ways of working, contribute ideas and develop their knowledge and skills. Training, annual appraisal and ongoing professional development form part of the role.
If you enjoy being part of a hardworking team where your contribution matters and where you can make a genuine difference to patients every day, St Peters Health Centre is a great place to work.
Job description Job responsibilities Patient Care Advisor (PCA) Job Description
Responsible to: Patient Care Advisor Team Leader / Patient Care Advisor Manager Accountable to: Patient Care Advisor Manager / Practice Manager Hours: As agreed, with flexibility required to meet service needs.
Job PurposeThe Patient Care Advisor (PCA) is the first point of contact for patients accessing the practice and plays a vital role in delivering an efficient, professional and compassionate service.
The post holder will provide high-quality reception and administrative support, ensuring patients are signposted to the most appropriate service while supporting the safe and effective operation of the practice. You will work collaboratively with the wider multidisciplinary team to provide an excellent patient experience and contribute to the smooth running of practice services.
Patient Reception and Customer ServiceWelcome patients and visitors in a courteous, professional and compassionate manner. Provide excellent customer service both face-to-face and over the telephone, dealing with enquiries sensitively and efficiently. Maintain patient confidentiality, manage difficult conversations calmly and professionally, and promote a positive image of the practice.
Telephone Handling and Patient AccessAnswer incoming calls promptly and courteously, assess patient needs using agreed protocols and signpost appropriately. Book, amend and cancel appointments using SystmOne and manage appointment requests in accordance with practice policies and total triage processes. Take accurate messages and ensure timely communication with clinicians and colleagues.
Digital Patient SupportSupport patients who are unable to complete SystmConnect requests independently and complete requests on their behalf where appropriate. Promote and support the use of the NHS App, SystmConnect and other online services, ensuring sufficient information is obtained to enable appropriate clinical triage.
Appointment ManagementBook, amend and cancel appointments across clinical services, ensuring patients are booked into the most appropriate appointment type. Explain appointment processes clearly and escalate urgent clinical concerns in accordance with practice policy.
Patient Navigation and SignpostingHelp patients access the most appropriate NHS or community service. This includes Pharmacy First, community pharmacies, NHS 111, urgent treatment centres, community services, social prescribing, mental health services, local authority services and voluntary organisations.
Registration and Patient AdministrationProcess new patient and temporary resident registrations, update demographic information, verify identity where required and maintain accurate patient records.
Clinical and General AdministrationProvide administrative support to the clinical team, including raising pathology and diagnostic test requests where authorised, booking interpreters, processing post, scanning and workflowing clinical correspondence and supporting wider practice administrative processes.
Information Management and GovernanceMaintain accurate and timely information within SystmOne, follow document management procedures and comply with GDPR and Information Governance requirements. Confidentiality must be maintained at all times.
Team WorkingWork collaboratively with clinicians and the wider practice team, support colleagues during busy periods and provide cover across reception positions. Participate in team meetings and contribute to service development and improvement.
Quality, Safety and EqualityFollow practice policies and procedures, report incidents and patient safety concerns and participate in audits and continuous improvement. Comply with safeguarding, infection prevention and Health & Safety requirements and promote equality, diversity and inclusion.
Personal DevelopmentParticipate in annual appraisal, complete mandatory training and maintain ongoing professional development.
Other Duties
This job description is not exhaustive and may be amended to meet the changing needs of the practice.
Person Specification
Experience Essential
Previous experience in a customer service, reception, administrative or other public-facing role. Experience of dealing with people by telephone and/or face-to-face in a professional environment. Experience of using IT systems and accurately entering, retrieving and maintaining information. Experience of working effectively as part of a team. Experience of managing a varied workload and prioritising tasks in a busy environment.
Desirable
Previous experience of working within General Practice or another NHS/healthcare setting. Previous experience in a busy GP reception or patient-facing environment. Experience of using SystmOne and/or SystmConnect. Experience of supporting patients to use the NHS App or other digital healthcare services. Knowledge or experience of patient navigation, signposting and NHS primary care pathways.
Qualifications Essential
Good standard of general education, including GCSE English and Maths (or equivalent). Good level of written and spoken English. Evidence of willingness to undertake training and continued learning relevant to the role.
Desirable
Relevant qualification in customer service, business administration, healthcare or a related field. Previous training or recognised qualification relevant to working within a healthcare or patient-facing environment. Evidence of additional training in areas such as safeguarding, confidentiality, Information Governance or customer care.
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.
Employer details Employer name St Peter’s Medical Centre
Address St Peter's Health Centre
30-36 Oxford Street
Brighton
BN1 4LA
United Kingdom
Employer's website https://stpetersmedicalcentre.co.uk/ (Opens in a new tab)