About this role
Job summary
The Patient Advisor acts as the first point of contact for patients, providing a courteous, efficient, and empathetic service at all times. The role supports the wider practice team to ensure that patients receive high-quality, safe, and accessible care.
Main duties of the job
The post-holder will welcome and assist patients, manage enquiries, operate telephony, and triage systems, complete key administrative tasks, and contribute to the smooth day-to-day running of the practice.
About us
Whaddon Healthcare is an innovative, well established CQC rated Outstanding GP Practice which also provides a range of specialist Community Services including Cardiology, Respiratory, Gynaecology and BLMK Long Covid Service.
We work over two purpose-built sites in Bletchley with a list size of 21,500 and growing.
You will be working with a large and friendly team.
Job description Job responsibilities
1. Receiving and Directing Patients
Receive and direct patients on arrival at the reception desk in a friendly and courteous manner, ensuring their requirements are met professionally and efficiently.
Provide help to patients with general enquiries, and assist them to make appointments, using the online appointment system.
Receive, record, and accurately pass on messages via email or the clinical system.
Answer telephone calls promptly in a polite and professional directing callers as appropriate.
Provide clear information about practice procedures, appointment systems, and accessing services.
Advise patients on approximate waiting times and of any unexpected delays.
Book patient transport when the patient is unable to do so.
Book interpreters for patients when needed.
To take in fees from patients where applicable and issue receipts.
To give patients any forms / referral letters that are waiting for collection checking ID.
Receive and appropriately escalate patient concerns or complaints while maintaining empathy and professionalism.
2. Operation of Telephone and Triage System (SystmConnect)
Answer incoming calls and make outgoing calls as required.
Assist patients via the patient triage system.
Ensure phones are answered promptly monitoring the incoming calls.
Ensure that system is operational at the beginning of each day.
3. Administrative Duties
Register new patients, ensuring accurate data entry onto the clinical system.
Update patient contact details and ensure records remain accurate.
To post outgoing letters at the end of each shift.
To undertake photocopying as needed, including photocopying patients notes when required.
Call patients for recall and data collection purposes and correctly record data in patients medical record.
Ensuring that there is always a supply of the practice leaflet available at reception.
Make up registration packs (GMS1 & New Patient Health Check Form).
Complete tasks via SystmOne or relevant clinical/document systems.
Complete tasks assigned via reception clipboard.
Email referrals and support the referral process as requested by clinical team.
4. Patient Records
To assist with tagging of new patients medical records prior to summarisation.
Request missing medical records from patient services when required.
To assist with the scanning of patient related documents during busy periods.
5. Start and End of Day Procedures
Prepare the reception area for opening, ensuring systems and spaces are ready for patient arrival.
Keep reception and waiting areas clean, tidy, and presentable throughout the day.
Update staff room allocation boards for the following day.
Secure practice premises at closing, ensuring all doors, windows, and lights are safely managed.
6. General Tasks Always maintain strict confidentiality.
Chaperone support when requested.
Support colleagues and contribute to positive teamwork.
To attend team meetings when scheduled.
To participate in appraisals and PDP (Personal Development Plan) and team training opportunities.
Help cover colleagues duties during absence, increased workload, or operational needs.
Person Specification
Experience Essential
Excellent communication skills, both face-to-face and over the telephone. Previous reception, administrative or call centre experience. Experience working in a public-facing role.
Desirable
Previous experience working within a GP Practice or healthcare organisation.
Qualifications Essential
Good standard of education (GCSE level or NVQ Level 2 or equivalent).
Desirable
Full UK Driving Licence.
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 Whaddon Healthcare
Address 25 Witham court
Tweed drive
Bletchley
Milton Keynes
MK3 7QU
United Kingdom
Employer's website https://whaddonhealthcare.co.uk/ (Opens in a new tab)