About this role
Job summary
As the first point of contact for patients contacting Beacon Medical Group, the Patient Advisor (Phone Hub) plays a vital role in delivering an excellent patientexperience. The post holder provides a professional, efficient and friendly telephone service, ensuring that patients receive the right support, information andaccess to healthcare services in a timely manner.
Working within a busy contact centre environment, the Patient Advisor will managea high volume of incoming calls, assess patient needs, book appointments,signpost to the most appropriate service, and accurately record information onclinical systems. The role requires excellent communication skills, empathy,professionalism and a commitment to delivering outstanding customer service.
This is an exciting opportunity to make a real difference to patient care whiledeveloping your customer service and communication skills within a supportive andforward-thinking team. You'll be part of an organisation committed to innovation,continuous improvement and staff development.
For further information about this opportunity please email Contact Centre ManagerRoss McKenzie [email protected]
Please ensure that your application is entirely your own original work. Applications found to be generated by artificial intelligence (AI) will not be considered.
Main duties of the job
As a Patient Advisor, you will act as the first point of contact for patients, visitorsand healthcare professionals, providing a professional, friendly and efficientservice both in person and over the telephone. You will support patients inaccessing the most appropriate healthcare services by managing appointmentrequests, handling enquiries, signposting to suitable clinicians or services, andensuring patient information is recorded accurately on clinical systems.
The role involves processing prescription requests, supporting patientregistrations, communicating test results as directed, arranging patient transport,and liaising with internal and external healthcare teams to ensure continuity of care.
You will maintain effective reception and administrative services, monitor appointment systems, process payments where required, and contribute to the smooth day-to-day operation of the practice. You will be responsible for maintaining confidentiality, complying with practice policies, health and safety requirements, and information governance standards. The post holder will contribute to service improvement initiatives, support colleagues and new team members, respond to patient concerns professionally, and help deliver an outstanding patient experience at all times. The role requires flexibility, excellent communication skills, sound judgement, and a commitment to equality, diversity, continuous learning and high standards of customer care.
About us
About Us
Beacon Medical Group is a large, forward-thinking partnership practice serving approximately 43,000 patients across six sites in Devon.
We are an active contributor to shaping local healthcare services and are at the forefront of developing innovative skill mixes to meet the challenges facing modern Primary Care. Our focus is on continuously improving services and delivering high-quality patient care, while supporting the wider health system to develop sustainable, integrated services that meet the current and future health and wellbeing needs of our communities.
Working with Beacon Medical Group means becoming part of a collaborative, supportive team that values innovation, professional development, and excellence in patient care.
Our Offer
We offer a welcoming and supportive working environment with a range of opportunities for learning, development and wellbeing including:
A comprehensive induction programme.
Protected learning time for ongoing development.
CPD opportunities to support career progression.
Regular reviews and appraisals.
Access to the NHS Pension Scheme, providing valuable benefits during your career and into retirement.
Enhanced family-friendly pay schemes.
Generous annual leave entitlement.
Access to NHS discounts through national and local schemes.
Staff wellbeing services supporting physical, mental and emotional health.
Job description Job responsibilities
To be responsible for your own continuing self-development, undertaking training as appropriate.
To undertake other duties appropriate to the grading of the post as required.
Must be able to work flexible hours
Full job description available in supporting documents
Person Specification
Experience Essential
Experience of working with the general public Good Keyboard skills Experience of working in a busy environment Understanding of different patients and carer groups and needs Awareness of the importance of safeguarding and procedures Be aware of confidentiality and data protection when handling sensitive information Experience of high-volume telephone calls and managing workload Developing productive and effective relationships with all members of the healthcare team
Desirable
Experience of working in receptionist role within a General Practice environment Patient/customer service-related training/ previous role Up-to date knowledge of services and health resources in the local area Knowledge of the Data Protection Act and how this is applied in practice
Skills Essential
Effective communication and interpersonal skills (Tasks and Oral) Good level of computer literacy Clear, polite telephone manner Strong Customer service skills Ability to deal with sensitive issues often within hostile or emotional situations Time Management and the ability to work to deadlines Ability to use own initiative and work under minimum supervision Confidence and ability to follow practice protocol in an emergency situation Able to work well as part of a team Flexible approach to work Evidence of problem solving and improving processes Sensitive to the needs of service users, their families, and carers Recognise own development needs and identify how these may be met Confidence in ability to understand practice policy and protocols
Desirable
Demonstrable experience of using SystmOne; ability to maintain the appointments system and make changes when appropriate.
Qualifications Essential
Good standard of general education or experience in similar role will be considered
Desirable
NVQII in Customer Care
The Groups Values Essential
The candidate must demonstrate an understanding of our values.
Employer details Employer name Beacon Medical Group
Address Glenside Medical Centre
Plymouth
PL7 4DR
United Kingdom
Employer's website https://www.beaconmedicalgroup.nhs.uk/ (Opens in a new tab)