About this role
Job summary
Join Our Team as a Patient Services Advisor
At Northgate Surgery, you'll be much more than a receptionist. As a Patient Services Advisor, you'll be a key member of our Patient Services Team, working closely alongside our Patient Services Administrators, GPs, nurses, and clinical triage team to help patients access the care and support they need. From guiding patients to the right service and arranging appointments, to supporting clinical administration and providing excellent customer service, no two days are the same.
This role is 37 hours per week, with working hours scheduled between 8:00am and 6:30pm, Monday to Friday. You will work a set shift pattern each week, providing consistency and helping you maintain a healthy work-life balance.
We offer a supportive and friendly working environment, competitive pay, membership of the NHS Pension Scheme, six weeks annual leave plus bank holidays, and free staff parking close by. We also promote a professional yet comfortable dress code, with staff wearing their own plain black tops/blouses and black trousers or skirts rather than a traditional uniform.
If you enjoy helping people, thrive in a busy environment, and want to be part of a team that makes a real difference to the local community every day, we'd love to hear from you. Full training and development opportunities are provided, making this an excellent opportunity to build a rewarding career within primary care.
Main duties of the job
Main Duties of the Role
- Booking appointments and helping patients access the right healthcare professional or service.
- Care navigating and signposting patients to alternative NHS and community services where appropriate.
- Managing online patient requests through SystmConnect, email enquiries, and GP billing systems.
- Responding to patient queries and providing excellent customer service in person, by telephone, and online.
- Handling prescription-related enquiries and requests.
- Registering new patients and temporary residents with the practice.
- Processing payments for non-NHS services in line with practice procedures.
- Ensuring outstanding queries and actions are clearly communicated and handed over to colleagues at the end of each shift.
- Working collaboratively with Patient Services Administrators and the wider Patient Services Team to provide an efficient and positive patient experience.
- Maintaining accurate records while ensuring patient confidentiality is upheld at all times.
- As part of our patient care navigation, the team play an important role in helping patients access the right service at the right time. We encourage a solution-focused approach and do not operate a "call back tomorrow" culture.
About us
Northgate Surgery is a large, innovative GP practice in Pontefract serving around 16,400 patients. As an active member of our Primary Care Network and a well-established training practice, we work closely with local healthcare partners and support the development of future healthcare professionals.
Our Patient Services Team is friendly, supportive, and committed to delivering excellent patient care. We value teamwork, encourage new ideas, and recognise the importance of staff wellbeing. That's why we provide quarterly wellbeing lunches for all staff and quarterly staff recognition awards for team members who receive outstanding feedback from patients and colleagues.
Benefits of Working with Us
- Competitive salary
- NHS Pension Scheme
- Six weeks annual leave plus bank holidays
- Free staff parking nearby
- Quarterly wellbeing lunches
- Quarterly staff recognition awards
- Full training and development opportunities
- Supportive and inclusive team culture
- No formal uniform requirement (plain black top/blouse and black trousers or skirt)
If you're looking for a rewarding role within a progressive practice that values its people and invests in their development, we'd love to hear from you.
Job description
Job responsibilities
Job Description - Patient Services AdvisorPurpose of the Role
As a Patient Services Advisor, you will be a key member of the Patient Services Team, supporting patients to access the right care at the right time. The role combines front-of-house customer service, telephone support, care navigation, and administrative responsibilities to ensure an excellent patient experience and the smooth running of the practice.
Patient Services Duties
- Welcome and assist patients, visitors, and healthcare professionals in a professional and friendly manner.
- Book, amend, and cancel appointments in line with practice procedures.
- Care navigate and signpost patients to the most appropriate healthcare professional, service, or organisation.
- Process online patient requests received via SystmConnect, email, and other digital platforms.
- Manage incoming and outgoing telephone calls, providing assistance and resolving queries where appropriate.
- Handle prescription enquiries and requests in accordance with practice procedures.
- Provide test results in line with practice protocols.
- Contact patients regarding appointments, clinics, and other healthcare-related matters.
- Liaise with hospitals, community services, pharmacies, and other healthcare providers as required.
- Deal with patient enquiries, concerns, and complaints professionally and courteously, escalating where necessary.
- Register new and temporary patients and maintain accurate patient records.
- Collect payments for non-NHS services and issue receipts where required.
- Ensure outstanding queries and actions are clearly documented and handed over to colleagues when necessary.
Administrative Duties
- Process clinical and administrative tasks allocated through the practice clinical system.
- Scan, upload, and accurately process incoming correspondence and patient documentation.
- Summarise patient records and update electronic patient records as required.
- Support the coding and management of clinical documentation.
- Assist with insurance, medical report, and non-NHS work as required.
- Support practice initiatives, quality improvement programmes, and contractual requirements, including QOF and enhanced services.
- Maintain accurate electronic records and ensure data is processed in accordance with practice policies and confidentiality requirements.
Team Working
- Work flexibly across the front desk, the telephone hub, and administrative functions according to operational needs and rota requirements.
- Support colleagues across the Patient Services Team to ensure efficient service delivery.
- Respond to requests from GPs, nurses, and other members of the multidisciplinary team.
- Participate in team meetings, training sessions, and practice development activities.
General Responsibilities
- Maintain patient confidentiality and comply with GDPR, information governance, and practice policies.
- Operate practice computer systems efficiently and accurately.
- Adhere to all health and safety, infection prevention, and safeguarding policies.
- Maintain a tidy, professional, and welcoming working environment.
- Participate in mandatory training and continuous professional development.
- Undertake any other reasonable duties appropriate to the role and grade as requested by the Practice Manager, Deputy Practice Manager, Supervisor, or Team Leader.
Working Environment
Patient Services Advisors work across a variety of settings within the practice, including the front desk, telephone hub, and administrative functions. The role is fast-paced and demanding, requiring excellent communication, organisation, and problem-solving skills. In return, it offers the opportunity to make a real difference to patients every day while working within a supportive and friendly team environment.
Person Specification
Personal Attributes
Essential
- Friendly, approachable, and professional manner.
- Reliable and punctual.
- Flexible and adaptable to changing workloads and priorities.
- Team player who is willing to support colleagues.
- Committed to providing an excellent patient experience.
- Positive attitude and willingness to learn.
- Ability to demonstrate empathy, patience, and understanding when dealing with patients.
- Ability to work a set shift pattern between 8:00am and 6:30pm, Monday to Friday.
- Willingness to provide occasional cover for annual leave and sickness when required.
Qualifications
Essential
- Good standard of general education, including GCSEs (or equivalent) in English and Maths.
- Competent IT skills, including the use of Microsoft Office and computerised systems.
Desirable
- NVQ level 3 in Customer Care or Business administration
Experience
Essential
- Previous experience in a customer service, reception, administration, or patient-facing role.
- Experience of working in a busy and demanding environment.
- Experience of handling enquiries professionally and sensitively.
- Experience of working as part of a team.
Desirable
- Previous experience working within a GP practice, NHS organisation, or healthcare setting.
- Experience using clinical systems such as SystmOne.
- Experience of appointment booking and care navigation.
- Experience of processing patient registrations and maintaining patient records.
- Experience of handling prescription enquiries.
- Experience of scanning, coding, or summarising patient records.
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
NORTHGATE SURGERY
Address
Northgate
Pontefract
West Yorkshire
WF8 1NF
United Kingdom
Employer's website
https://www.northgatesurgery.org/index.aspx (Opens in a new tab)