Patient Advisor - General Practice
Job Summary
Taurus Healthcare are advertising this position on behalf of Ryeland Surgery. Ryeland Surgery looks after more than 19,000 patients from Leominster and the surrounding area. Our clinical team includes GPs, Advance Nurse Practitioners, Paramedics, Clinical Pharmacists, FCPs, Practice Nurses, Healthcare Assistants, Phlebotomists and Social Prescribers. We are looking for two Patient Advisors to join our Patient Services Team and help ensure that our patients are seen by the right clinician first time.
Do you have what it takes to work in a fast paced environment whilst ensuring our patients receive the best attention? Do you have excellent communication and customer service skills? Can you work under pressure whilst remaining calm? Do you want to work in a supportive environment where everyone is a key part of the wider team? Then please read on!
Working hours
25 hours per week: Monday 8am–1pm, Tuesday 8am–1pm, Wednesday 8am–1pm, Thursday 1:30pm–6:30pm, Friday 1:30pm–6:30pm.
Closing Date Wednesday 21st January 2026. Interviews expected Monday 2nd February 2026.
Main duties of the job
The Patient Advisor is responsible for welcoming patients and visitors to the surgery offering guidance, advice, and Care Navigation in line with the Standard Operating Procedure (SOP). The Patient Advisor will also process outgoing communication to patients, undertake ID checks and take payments for private services. You will also work in our care navigation hub taking calls from patients and signposting them to the most appropriate healthcare professional or service, working as part of the practice's multidisciplinary team.
About Us
We are a friendly, dynamic and forward‑thinking GP practice whose clinical team includes GPs, Practitioners, Clinical Pharmacist, Practice Nurses, Healthcare Assistants and Social Prescribers. We are also a training practice and host a Research Nurse. The practice operates across two sites which together serve over 19,000 registered patients. This post is based in our main surgery in Leominster.
Job details
Salary £12.60 an hour
Contract Permanent
Working pattern Part‑time
Responsibilities
* To meet and greet patients and visitors to the practice and deal with face‑to‑face requests for appointments and follow‑up appointments.
* To effectively signpost patients to the appropriate healthcare professional or service in line with the Care Navigation SOP.
* To process all outgoing calls and texts to patients.
* Check ID for new patient registrations or patients requesting or collecting documentation from the surgery.
* Take payment for private services and provide appropriate receipt to confirm payment.
* Answer incoming phone calls, transferring calls or dealing with the callers' requests appropriately.
* Process patient requests for appointments and telephone calls and effectively signpost patients to the appropriate healthcare professional depending on the presenting condition.
* Initiate contact with and respond to requests from patients, team members and external agencies by phone, email and text.
* Data entry of temporary registrations and relevant patient information as required.
* Input data into the patients' healthcare records as necessary.
* Manage all queries as necessary in an efficient manner.
* Maintain a clean, tidy, effective working area at all times.
* Support all clinical staff with general tasks as requested – appropriate to role.
* Undertake all mandatory training and induction programmes.
* Attend a formal appraisal on an annual basis and participate in interim reviews to ensure objectives are achieved and relevant training is undertaken.
* Contribute to public health campaigns, e.g. flu clinics, through advice or direct care.
* Participate in practice audit as directed by the audit lead.
* Support Care Navigation staff, providing cover during staff absences.
* Action incoming emails, tasks, texts when necessary.
* Complete opening and closing procedures in accordance with the duty rota.
Qualifications and Experience
Essential
* Experience working with the general public.
* Flexibility to work outside of core office hours.
* Disclosure Barring Service check.
* Educated to GCSE level or equivalent.
* Excellent communication skills, particularly telephone.
* Strong IT skills.
* Clear, polite telephone manner.
* Competent in the use of Office and Outlook.
* Effective time management, Planning & Organising.
* Ability to work as a team member and autonomously.
* Good interpersonal skills.
* Problem solving & analytical skills.
* Ability to follow policy and procedure.
Desirable
* Experience of working in a health care setting.
* EMIS user skills.
* GCSE Mathematics & English Grade C or above.
* Medical Terminology.
* Customer Service qualification.
Other Requirements
* Disclosure and Barring Service Check as required under the Rehabilitation of Offenders Act (Exceptions Order) 1975.
Employer Information
Taurus Healthcare Limited
Ryeland Surgery
Westfield Walk
Leominster
Herefordshire
HR6 8HD
Employer’s website: https://www.herefordshiregeneralpractice.co.uk
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