About this role
Job summary
Exciting Opportunity: Patient Services Advisor
Location: Thornhills Medical Practice, Kent
Fixed Term: Maternity Cover. Minimum 6 months
Starting: May 2026
Hours: Part time. Mon 8am to 1pm / Wed 1pm to 6pm / Thurs 8am to 5pm / Fri 8am to 6pm. Occasional evenings/weekends
Salary: Competitive
About the Role
Thornhills Medical Practice is seeking a friendly and reliable Patient Services Advisor to join our team to cover maternity leave. This is a fixed term post for a minimum of six months with an anticipated start date of early May 2026. Youll be the first point of contact for patients, helping them access the right care and supporting our clinical and administrative teams.
Main duties of the job
Key Duties Include:
Welcoming and guiding patients to appropriate services
Booking appointments and managing enquiries - in person, telephone and online
Assisting the clinical team with administrative tasks
Liaising with external agencies and multidisciplinary teams
General reception and admin duties
Requirements:
Strong customer service background
Excellent communication skills - oral and written
Ability to work well in a team and adapt to change
Experience in a GP surgery is desirable
About us
About Us
Thornhills Medical Practice has a strong emphasis on high-quality patient care, education, and personal development. We serve approximately 14,800 patients and are proud of our happy, reliable, and forward-thinking team.
Job description Job responsibilities
Ensure that patients and visitors enquiries are handled courteously, efficiently and confidentiallyAnswer incoming calls in a friendly, polite and professional manner. Consider the request, taking appropriate action or redirecting to other personnel as appropriate.Take telephone messages, appointments details and home visit requests accurately and efficiently and enter details on to computer system as appropriateSignpost patients to the most appropriate service, seeking advice if this is not clear.Assist patients with completion of their digital triage requests.Action Digital Triage requests as per the triaging clinician.Alert doctors to urgent concerns or outstanding telephone calls or visits, as appropriateRelay test results to patientsEnsure that outstanding matters and information are handed over to colleagues at shift change Check prescription requests and ensure they are directed to the requested collection pointPrint off repeat prescriptions from computer as necessaryHandle patients positive and negative feedback initially, seeking advice from or referring to Patient Services Supervisor or Assistant Practice Manager as appropriateCheck own nhs.net email account frequently during shift and ensure that all messages are responded to and actioned promptly and as appropriateCheck practice generic and reception nhs.net email accounts frequently during shift and ensure that all messages are responded to and actioned promptly and as appropriateSend, receive and record facsimile messagesBe conversant and deal with procedure for new patients wishing to register with the practiceBe conversant with online Patient Services and Care Navigation and record outcomes as appropriateBe responsible for security of the building if last person leavingBe conversant with Panic Alarm system and act upon this if necessaryAttend and participate in team, staff meetings and other meetings as requiredBe fully conversant with patient services procedures and developments Ensure that filing, record keeping and distribution of documents and mail are undertaken efficiently and promptly.Assist with sending out of patient recall letters and other similar correspondence Ensure that patient services area, waiting room, consulting rooms, meeting rooms and outside areas in the immediate vicinity of the practice are clean and tidy, and that there is an adequate supply of stationery and other routine items available. Ensure that noticeboards are kept up to date and that appropriate literature is displayed.Arrange refreshments for doctors meetings and ensure that adequate supplies are available.Ensure that kitchen areas are kept clean and tidy.Arrange for photocopier and other equipment repairs to be carried out as soon as possibleContribute to a safe working environmentAssist with mentoring/training new staff, as directed by Patient Services Supervisor or Assistant Practice ManagerAny other ad hoc duties as required
Person Specification
Skills and Personal Qualities Essential
Excellent communication skills (written and oral) Strong IT skills Clear, polite telephone manner Competent in the use of Office and Outlook Effective time management (planning & organising) Ability to work as a team member and autonomously Good interpersonal skills Problem solving & analytical skills Ability to follow policy and procedure Personal Qualities Polite and confident Flexible and cooperative Motivated Forward thinker High levels of integrity and loyalty Sensitive and empathetic in distressing situations Ability to work under pressure
Desirable
EMIS / Systmone user skills
Experience Essential
Experience of working with the general public Experience of administrative duties
Desirable
Experience of working in a health care setting
Qualifications Essential
Educated to GCSE level or equivalent
Desirable
GCSE Mathematics & English (C or above) AMSPAR Receptionists Qualification NVQ Level 2 in Health and Social Care
Employer details Employer name Thornhills Medical Practice
Address Martin Square
Larkfield
Aylesford
Kent
ME20 6QJ
Employer's website https://www.thornhillsmedical.nhs.uk/ (Opens in a new tab)