We are looking for an experienced and dynamic person to join our Patient Services Team. The role is part-time from 8.30am to 6pm on Thursday and 8am to 6pm on Friday (total 17.5 hours).
Job Purpose
The Patient Services Team play a central role in ensuring the smooth and efficient day-to-day operation of Silverdale Practice. The post holder will provide high-quality administrative and front-of-house support, delivering an excellent standard of patient care and communication at all times.
Key objectives include:
* Maintaining accurate and up-to-date patient medical records.
* Signposting patients to appropriate services and appointments.
* Handling patient enquiries professionally and efficiently.
* Registering new patients in line with practice protocols.
* Managing the flow of information between hospitals, community services, GPs, and patients.
* Supporting patients with digital tools such as eConsult and the NHS App.
* Ensuring patient confidentiality, privacy, and dignity at all times.
Main Duties and Responsibilities
* Maintain accurate, secure, and confidential patient records.
* Register new patients and update personal details as required.
* Monitor and manage the PST email inbox daily.
* Schedule appropriate appointments (in person and by telephone) in accordance with practice policies.
* Greet patients and visitors warmly, maintaining a professional and helpful manner at all times.
* Open and close the surgery in line with shift responsibilities and practice protocols.
* Assist patients in completing relevant forms and documentation.
* Check and store deliveries promptly and appropriately.
* Manage incoming and outgoing correspondence efficiently.
* Maintain adequate supplies of forms, stationery, and reception-related clinical stock.
* Ensure the reception area remains clean, organised, and welcoming throughout the working day.
* Support patients in accessing online services and digital healthcare tools.
* Process repeat prescription requests and promote online prescription services.
* Uphold the highest standards of confidentiality and information security.
Key Responsibilities and Accountabilities
* Manage multiple and sometimes conflicting priorities in a calm and organised manner.
* Adhere to practice protocols when prioritising work and responding to patient needs.
* Communicate clearly, courteously, and professionally with patients, colleagues, and external professionals.
* Develop and maintain positive working relationships across all levels of the organisation.
* Demonstrate initiative and the ability to work independently while remaining a strong team player.
* Maintain focus, accuracy, and professionalism in all aspects of the role.
* Ensure compliance with Data Protection and Information Governance requirements.
* Demonstrate proficient keyboard and IT skills to support accurate data entry and communication.
Communication and Working Relationships
The post holder must demonstrate excellent interpersonal and communication skills and build effective working relationships with:
* Patients and their families
* Clinical and administrative colleagues
* External healthcare professionals across primary and secondary care
Qualifications & Training
* Good standard of general education (including Maths & English) - Essential
* IT literacy with experience using Microsoft Office - Essential
* Customer service training
* Knowledge of NHS systems (e.g. EMIS or SystmOne)
Experience
* Experience managing multiple tasks and priorities in a busy environment - Essential
* Experience working in a GP surgery or other NHS setting
Skills & Abilities
* Excellent verbal and written communication skills.
* Strong interpersonal skills with the ability to build rapport.
* Ability to remain calm and professional under pressure.
* Good organisational and time management skills.
* Accurate data entry and proficient keyboard skills.
* Ability to work independently and as part of a team.
* Ability to prioritise workload effectively.
* Professional telephone manner.
Personal Attributes
* Excellent verbal and written communication skills.
* Strong interpersonal skills with the ability to build rapport.
* Ability to remain calm and professional under pressure.
* Good organisational and time management skills.
* Accurate data entry and proficient keyboard skills.
* Ability to work independently and as part of a team.
* Ability to prioritise workload effectively.
* Professional telephone manner.
About Silverdale Practice
We are a two site practice based in the heart of Burgess Hill, West Sussex. We provide GMS to a registered list of 13,600 patients. We have a team of 5 Partners, associate GPs, a paramedic practitioner, clinical pharmacist, care coordinators, medical secretaries, an experienced nurse team including nurses and HCAs and a very experienced and compassionate Patient Services Team. We have an experienced senior management team, led by our Practice Manager and we use EMIS clinical system, AccuRx and eConsults.
We are a member practice of the Burgess Hill Villages Primary Care Network, along with three other local practices. We strive to provide the highest level of clinically safe and sustainable service to our patients whilst enabling our practice team to flourish within a supportive and family-friendly environment. We utilise technology to improve our processes and embrace change where it can demonstrate better outcomes for our patients and team.
Health and Safety
The post holder must comply with Silverdale Practice's Health and Safety at Work Policy and associated procedures.
All employees have a legal obligation to take reasonable care of their own health and safety and that of others, in accordance with relevant legislation and guidance.
Equality, Diversity and Inclusion
Silverdale Practice is committed to promoting equality, diversity, and inclusion in all aspects of employment and service delivery.
No employee or applicant will be discriminated against on the grounds of disability, marital status, sex, race, colour, nationality, ethnic or national origin, sexual orientation, age, religion, or political belief.
All staff are expected to treat colleagues and patients with fairness, dignity, and respect.
Information Governance
Information is essential for the safe management of patient care and effective practice administration.
All employees must handle personal and corporate information in accordance with the Practice's Data Security & Protection Policy, ensuring confidentiality, integrity, and accuracy at all times.
Safeguarding Children and Vulnerable Adults
Silverdale Practice is committed to safeguarding and promoting the welfare of children, young people, and vulnerable adults.
All employees must:
* Attend appropriate safeguarding training.
* Recognise the signs of abuse or neglect.
* Follow local and national safeguarding policies and procedures.
* Report any safeguarding concerns promptly and appropriately.
Disclosure and Barring Service (DBS)
This post is subject to a Disclosure and Barring Service (DBS) check as a mandatory condition of employment.
As the role is exempt from the Rehabilitation of Offenders Act 1974, all convictions (spent and unspent) must be declared.
Performance and Development
This job description will form the basis of the post holder's Performance and Development Review (PDR) with their line manager.
Ongoing training and professional development opportunities will be provided in line with individual and practice needs.
Variations
This job description outlines the key responsibilities and expectations of the role but is not exhaustive.
Duties may evolve to reflect the changing needs of the Practice. Reasonable adjustments or additional responsibilities may be assigned following appropriate consultation.
Job Type: Part-time
Pay: From £12.21 per hour
Expected hours: 17.5 per week
Benefits:
* Company pension
* Cycle to work scheme
* Health & wellbeing programme
* On-site parking
Work Location: In person