About this role
Job summary
We are looking to recruit up to five Patient Advisors to join our practices and work as part of a centralised hub team, supporting patients across either of our practice locations, as outlined in the full advert.
This is a predominantly telephone-based role, with the Patient Advisor acting as one of the first points of contact for patients contacting the practice. You will be responsible for listening carefully to patients, understanding their enquiries and providing clear, accurate and appropriate information.e are looking to recruit up to five Patient Advisors to join our practices and work as part of a centralised hub team, supporting patients across either of our practice locations, as outlined in the full advert.
Communication Skills
As this is a predominantly telephone-based role, excellent verbal communication skills are essential. Applicants should have a clear understanding and good command of spoken and written English, with the ability to listen carefully, understand patient requests and communicate information clearly and accurately.
Main duties of the job
The role will involve handling a high volume of incoming telephone enquiries, assisting patients with their queries and ensuring they are directed to the most appropriate service or member of the team. You will also be responsible for completing and processing online appointment requests, ensuring that information is recorded accurately and that patients receive the appropriate support.
You will work closely with colleagues within the hub and across all practices, using a range of computer systems and digital platforms to manage patient enquiries and support the smooth running of the service. The role requires a high level of confidentiality, professionalism and accuracy at all times.
You will be speaking with a wide range of patients and will need to be confident communicating with people from different backgrounds and with varying needs. The ability to remain calm, professional and courteous when dealing with challenging, sensitive or sometimes difficult enquiries is particularly important.
We are looking for individuals who are patient-focused, approachable, organised and confident communicators, who enjoy working as part of a team and can work effectively in a busy hub environment while maintaining a high standard of service to our patients.
About us
Please be aware if you are currently registered as a patient of Bourne Partnership and are successful in securing this vacancy you would be asked to register at a new medical practice.
Join our team at Bourne Partnership and contribute to our mission of providing high-quality healthcare services in a supportive and dynamic environment. Apply today!
Job Types: Permanent
Pay: £12.71 per hour or depending on experience
Expected hours: Full Time or Part time available
Benefits:
Bereavement leaveCompany eventsCompany pensionSick payStore discount
Work Location: In person
Job description Job responsibilities
The role will involve handling a high volume of incoming telephone enquiries, assisting patients with their queries and ensuring they are directed to the most appropriate service or member of the team. You will also be responsible for completing and processing online appointment requests, ensuring that information is recorded accurately and that patients receive the appropriate support.
You will work closely with colleagues within the hub and across all practices, using a range of computer systems and digital platforms to manage patient enquiries and support the smooth running of the service. The role requires a high level of confidentiality, professionalism and accuracy at all times.
You will be speaking with a wide range of patients and will need to be confident communicating with people from different backgrounds and with varying needs. The ability to remain calm, professional and courteous when dealing with challenging, sensitive or sometimes difficult inquiries is particularly important.
We are looking for individuals who are patient-focused, approachable, organised and confident communicators, who enjoy working as part of a team and can work effectively in a busy hub environment while maintaining a high standard of service to our patients.
Person Specification
Skills Essential
Additional Criteria Essential Excellent verbal communication skills and a clear understanding of spoken English. Good command of written English, with the ability to accurately record information. Confident and professional telephone manner. Excellent listening skills and the ability to understand what a patient is asking for. Able to communicate clearly and appropriately with people from a wide range of backgrounds and with different needs. Able to remain calm, polite and professional when dealing with difficult or challenging conversations. Able to work accurately and efficiently when handling a high volume of inquiries. Good organisational skills and the ability to prioritise workload. Able to work effectively as part of a team within a busy hub environment. Reliable, punctual and committed to providing a high standard of patient service. Understands the importance of patient confidentiality and data protection. Flexible and willing to support the needs of both practices and the wider hub team. Desirable Knowledge and understanding of NHS services and primary care. Understanding of the role of reception and patient-facing staff within general practice. Knowledge of online consultation and appointment processes. Experience of dealing with vulnerable patients or patients with additional communication needs. Willingness to undertake further training and develop knowledge of practice systems and services.
Experience Essential
xperience Essential Experience of working in a customer-facing or patient-facing environment. Experience of dealing with telephone enquiries and communicating with members of the public. Experience of handling a range of enquiries and providing clear and appropriate information. Experience of using computerised systems to record and retrieve information. Experience of working in a busy environment and managing competing demands. Experience of maintaining confidentiality when dealing with personal or sensitive information.
Desirable
Desirable Previous experience within general practice, the NHS or another healthcare environment. Experience of working within a hub, contact centre or centralised service. Experience of using GP practice systems and online appointment systems. Experience of dealing with sensitive, distressed or challenging patients/customers.
Qualifications Essential
Person Specification Patient Advisor Qualifications Essential Good standard of general education. Good standard of written and spoken English. Ability to use basic computer systems and digital applications. Desirable E
Desirable
GCSE English and Maths or equivalent. Customer service, administration or healthcare-related qualification. Training in customer service or telephone communication.
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 Keston and Moorings Medical Practice
Address Purley War Memorial Hospital
856 Brighton Road
Purley
Surrey
CR8 2YL
United Kingdom
Employer's website https://www.kestonmedicalpractice.co.uk/ (Opens in a new tab)