Patient Services Advisor @ Cuckfield Medical Practice

Job summary

The Role

As a GP Practice Receptionist / Patient Services Advisor, you will be one of the first points of contact for patients, visitors and healthcare professionals. You will provide an efficient, courteous and confidential service in person, by telephone and through digital communication channels.

You will be expected to work across both practice sites in accordance with service requirements, maintaining a consistent and professional approach at all times.

Main duties of the job

Patient Services and Reception

• Welcome patients and visitors in a professional, friendly and respectful manner.
• Respond to telephone calls, online requests and other patient enquiries promptly and courteously.
• Assist patients with appointment booking, amendments, cancellations and general practice enquiries in line with practice procedures.
• Direct patients to the appropriate service or member of the healthcare team, following agreed protocols.

Administration

• Maintain accurate patient records and update information using the practice clinical system.
• Process correspondence, registration requests, documents and other administrative tasks in accordance with practice procedures.
• Support clinicians and the wider practice team with general administrative duties.
• Handle incoming and outgoing communications efficiently.

Confidentiality, Safety and Compliance

• Maintain strict patient confidentiality and comply with UK GDPR, the Data Protection Act 2018 and practice confidentiality policies.
• Follow information governance, safeguarding, infection prevention and control, and health and safety procedures.
• Follow practice policies and standard operating procedures, including those relating to complaints, significant incidents and information security.

About us

What We Offer

• A supportive and welcoming team environment.
• Training and development opportunities relevant to the role.
• An opportunity to contribute to the delivery of local primary care services.
• 5.6 weeks paid annual leave per annum, plus bank holidays, pro rata to contracted hours and in accordance with the practices annual leave policy.
• Company pension
• Cycle to work scheme
• Employee discount
• On-site free parking
• Sick pay

Job description

Job responsibilities

About the Practice

Cuckfield Medical Practice and The Vale Surgery is a friendly, patient-focused GP practice operating across two sites. We are committed to providing high-quality, accessible primary care services and delivering a positive experience for our patients.

We are seeking a professional, organised and approachable GP Practice Receptionist / Patient Services Advisor to join our team. The successful candidate will support the smooth day-to-day running of our reception and administrative services, working flexibly across both surgery sites as required.

This is an important front-line role, helping patients access the appropriate services while supporting clinicians and colleagues in delivering safe, effective and compassionate care.

Key Responsibilities

Patient Services and Reception

• Welcome patients and visitors in a professional, friendly and respectful manner.
• Respond to telephone calls, online requests and other patient enquiries promptly and courteously.
• Assist patients with appointment booking, amendments, cancellations and general practice enquiries in line with practice procedures.
• Direct patients to the appropriate service or member of the healthcare team, following agreed protocols.

Administration

• Maintain accurate patient records and update information using the practice clinical system.
• Process correspondence, registration requests, documents and other administrative tasks in accordance with practice procedures.
• Support clinicians and the wider practice team with general administrative duties.
• Handle incoming and outgoing communications efficiently.
• Follow agreed procedures for handling prescriptions, test-result enquiries and clinical messages, referring these to authorised staff where appropriate.
• Ensure messages are recorded accurately and passed to the appropriate person in a timely manner.

Confidentiality, Safety and Compliance

• Treat all patients, colleagues and visitors fairly, respectfully and without discrimination.

Working Across Two Sites

• Work at either surgery site according to the agreed rota and operational requirements.
• Maintain effective communication with colleagues across both sites.
• Adapt to differing workloads and service demands while ensuring continuity of patient service.
• Attend relevant team meetings and training sessions as required.

Working Arrangements

The post holder will be required to work across both practice sites. The normal working pattern, designated base, travel arrangements and any applicable expenses will be explained during recruitment and confirmed in the employment contract.

The successful candidate will be required to undertake relevant training and comply with all practice policies and procedures. Any pre-employment checks will be appropriate to the role and carried out in accordance with applicable requirements.

Equality, Diversity and Inclusion

Cuckfield Medical Practice and The Vale Surgery is committed to providing equal opportunities in employment and creating an inclusive working environment. Applications are welcomed from suitably qualified candidates regardless of age, disability, sex, gender reassignment, marriage or civil partnership, pregnancy or maternity, race, religion or belief, sexual orientation, or other characteristics protected by law.

Reasonable adjustments will be considered throughout the recruitment process and, where appropriate, in the workplace.

Person Specification

Qualifications

Essential

• GCSE

Experience

Essential

• Excellent telephone and customer service skills.
• Has excellent organisational and administrative skills.
• Communicates confidently and professionally with a wide range of people.
• Can prioritise competing tasks and manage their workload effectively.
• Is comfortable using computer systems and learning new software. Previous experience with SystmOne is advantageous but not required.
• Has strong attention to detail and produces accurate work.
• Understands the importance of confidentiality and handling sensitive information appropriately.
• Demonstrates a positive, flexible, and proactive approach to work.
• Ability to deal with stressful situations in a calm and professional manner.

Desirable

• Previous experience in a GP practice, NHS, healthcare, customer service or reception environment.
• Knowledge of primary care services and NHS appointment processes.
• Experience handling confidential information and sensitive enquiries.
• Previous GP practice experience is desirable but not essential. Full training and support will be provided for practice-specific systems and procedures.

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

Cuckfield Medical Practice

Address

Cuckfield Medical Practice

Glebe Road

Cuckfield

Haywards Heath

West Sussex

RH17 5BQ

United Kingdom

Employer's website

https://www.cuckfieldmedicalpractice.co.uk/ (Opens in a new tab)