About this role
Job summary
As a Patient Assistant, you will be an integral part of the practice team, helping to ensure patients receive a positive and efficient experience when accessing our services. You will work in a fast-paced environment, supporting patients and colleagues through a combination of reception, administrative, and patient-facing responsibilities.
The role requires a proactive and compassionate approach, with a focus on delivering excellent customer service and supporting patients to access the most appropriate care and services. You will be responsible for handling a variety of enquiries, maintaining accurate records, and contributing to the effective day-to-day running of the practice.
This position offers the opportunity to make a meaningful contribution to patient care while working collaboratively within a multidisciplinary team committed to providing high-quality healthcare services to the local community.
Weekly Working Pattern
Monday 7.45-3.45
Tuesday 10.30-6.30
Wednesday 10.30-6.30
Thursday 10.30-6.30
Friday 7.45-3.45
Main duties of the job
Act as a first point of contact for patients, providing a professional and welcoming service in person, by telephone, and through digital communication channels.
Be part of our triage team, which is responsible for identifying and prioritising patients based on how urgently they require clinical assessment or treatment.
Play a key role in the practice's triage system, ensuring patients are directed to the most appropriate clinician, service, or support pathway based on their needs.
Work closely with the wider Patient Assistant team to support the effective management of patient demand and ensure timely access to care.
Manage appointments, patient enquiries, registrations, and correspondence in a timely and accurate manner.
Support continuity of care by signposting patients to appropriate services and assisting them in accessing the care they need.
Process administrative tasks including document management, scanning, filing, and maintaining accurate patient records.
Assist with repeat prescription requests, patient transport bookings, interpreter arrangements, and other patient support activities.
Maintain confidentiality and ensure all patient information is handled in accordance with data protection and practice policies.
Participate in team meetings, training, and continuous professional development activities.
About us
We are a partnership with a strong and proud clinical focus, shaped over many years by dedicated leadership, innovation, and a consistent commitment to delivering high-quality patient care. This foundation remains central to how we work today.
Our vision is to improve the quality of life within our practice communities by providing continuously excellent primary healthcare. Our practices aim to be welcoming and creative environments, widely recognised for our inclusive, value-driven model, underpinned by high levels of patient and staff satisfaction. Our values and professionalism are also reflected through our commitment to teaching and partnership working with other organisations.
Bromley by Bow Health comprises around 200 staff and brings together a wide range of health professionals, including GPs, nurses, advanced nurse practitioners, healthcare assistants, pharmacists, and administrative colleagues. All staff are committed to delivering excellent primary care in an area with significant social and economic challenges.
We provide healthcare services to over 50,000 patients across four surgeries in Tower Hamlets.
Benefits, Wellbeing & Support
Access to Occupational Health servicesAccess to staff wellbeing support and initiativesLondon Living Wage employerNHS Pension Scheme (where applicable)Annual leave entitlement plus bank holidaysSupport for training and professional developmentBlue Light Card discount scheme
Job description Job responsibilities
The Patient Assistant is a key frontline role within the Bromley by Bow Health Partnership, responsible for providing an excellent first point of contact for patients and supporting the smooth day-to-day operation of the practice. The role involves welcoming and assisting patients in person, by telephone, and through digital communication channels, ensuring a professional, caring, and efficient service at all times.
Patient Assistants play an important role in supporting patient care by managing appointments, processing repeat prescription requests, handling patient correspondence, assisting with registrations, and signposting patients to appropriate services. They are also responsible for a range of administrative duties, including scanning and filing documents, managing records, handling post and deliveries, and maintaining accurate information on clinical systems.
The role requires strong communication and organisational skills, a commitment to confidentiality, and the ability to work effectively as part of a team. Patient Assistants contribute to continuity of care by helping patients access the right clinician or service, promoting self-management where appropriate, and ensuring patient information is managed accurately and securely.
Person Specification
Knowledge and skills Essential
Understanding of confidentiality and data protection requirements, Strong customer service skills and a professional approach, Ability to remain calm and work effectively under pressure, Good literacy skills, including spelling and comprehension, Strong verbal communication skills with the ability to interact confidently with patients and colleagues, Ability to prioritise and organise workload effectively, Problem-solving skills within defined procedures and scope of role, Ability to manage a varied workload and switch between tasks efficiently, Ability to follow set procedures accurately and consistently, High level of attention to detail with an accurate and thorough approach to work,
Qualifications Essential
Educated to GCSE level or above (minimum 3 GCSEs at grades A*C or equivalent)
Desirable
Customer care training or qualification
Experience Essential
Minimum of 6 months experience working directly with members of the public in a busy customer service environment, Experience of handling telephone calls in a high-volume call setting, Experience working effectively as part of a team, Competent use of Microsoft Office applications (Word, Excel, Outlook)
Desirable
Experience working in a GP practice or similar healthcare environment, Experience using EMIS or other clinical systems in an administrative capacity
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 Bromley by Bow Health Partnership
Address St Andrews Health Centre
2 Hannaford Walk
London
E3 3FF
United Kingdom
Employer's website https://www.bbbhp.org.uk/ (Opens in a new tab)