Patient Services Advisor
The closing date is 13 February 2026
Offer general assistance to the practice team and project a positive and friendly image to patients and other visitors, either in person or via the telephone. Receive, assist, and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.
Undertake a variety of administrative duties to assist in the smooth running of the practice, including the provision of secretarial and clerical support to clinical staff and other members of the practice team. Facilitate effective communication between patients, members of the primary health care team, secondary care and other associated healthcare agencies.
Main duties of the job
Cover a maternity leave position covering core hours Monday – Friday 7:45 am – 6:30 pm (35 hours). Rotational weekly rota: Week 1 07:45 – 15:15 and Week 2 11:00 – 18:30.
Friendly, confident, reliable, enthusiastic and organised person required. Experience of working within a GP surgery and knowledge of SystmOne, our clinical database, is desirable but not essential; full training will be provided.
About us
Wibsey and Queensbury medical practice serves a population of 11,300 patients across two sites. The practice employs 2 GP Partners, 1 full‑time Practice Nurse, 2 Advanced Practitioner/Pharmacists, 1 trainee Advanced Practitioner, 1 Nurse Associate, 2 HCAs, and a full administrative team.
The Wibsey & Queensbury Medical Practice is an equal opportunities employer and will not discriminate on the grounds of disability, sex, sexual orientation, race, religion or age. The successful candidate should demonstrate a professional attitude, courteous integration with team members and managers.
Job responsibilities
* Opening and locking up of the practice premises and maintaining security in accordance with practice protocols.
* Maintaining and monitoring the practice appointment system.
* Processing personal and telephone requests for appointments, visits and telephone consultations, and ensuring callers are directed to the appropriate healthcare professional.
* Processing and distributing incoming (and outgoing) mail.
* Taking messages and passing on information.
* Filing and retrieving paperwork.
* Processing repeat prescriptions in accordance with practice guidelines.
* Computer data entry, data allocation and collation; processing and recording information in accordance with practice procedures.
* Initiating contact with and responding to requests from patients, other team members and associated healthcare agencies and providers.
* Providing clerical assistance to practice staff as required, including word/data processing, filing, photocopying and scanning.
* Provision of refreshments for staff and visitors as required; loading and emptying the dishwasher and keeping the kitchen area clean and tidy.
* Keeping the reception area, notice‑boards and leaflet dispensers tidy and free from obstructions and clutter.
Confidentiality
* Patients entrust sensitive information for their health and other matters in confidence; staff must act appropriately.
* Post‑holder may access confidential information relating to patients, carers, practice staff and other healthcare workers; all such information is strictly confidential.
* Information may only be divulged to authorised persons in accordance with practice policies and procedures.
Health & safety
* Using personal security systems and identifying risks in work activities.
* Making effective use of training to update knowledge and skills.
* Using appropriate infection control procedures, maintaining tidy work areas free from hazards.
* Actively reporting health, safety and infection hazards immediately when recognised.
* Keeping own work areas and general/patient areas clean, assisting in the maintenance of general standards of cleanliness.
* Undertaking periodic infection control training (minimum annually).
* Reporting potential risks identified.
* Demonstrating due regard for safeguarding and promoting the welfare of children.
Equality and diversity
* Acting in a way that recognises the importance of patients', carers' and colleagues' rights in line with policies and legislation.
* Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues.
* Behaving in a manner that is welcoming, non‑judgmental and respectful.
Training and development
* Participation in an annual individual performance review, including maintaining a record of own personal and professional development.
* Taking responsibility for own development and learning, demonstrating skills and activities to others in similar roles.
Quality
* Alerting other team members to quality and risk issues.
* Assessing own performance and accountability for actions.
* Contributing to team effectiveness by reflecting on activities and suggesting improvements.
* Managing own time, workload and resources effectively.
Communication
* Communicating effectively with team members, patients and carers.
* Recognising alternative communication methods and responding accordingly.
Contribution to services implementation
* Applying practice policies, standards and guidance.
* Discussing with team how policies and guidelines affect own work.
* Participating in audit where appropriate.
Person specification
Qualifications
* Educated to GCSE level or equivalent, including Maths and English (C or above).
Experience
* Ability to prioritise workloads.
* Good interpersonal skills.
* Ability to meet tight deadlines.
* Decision‑making ability.
* Multi‑tasking ability.
* Calm and confident.
* Happy to communicate at all levels and accept instruction.
* Flexible approach to work content/hours.
* Discreet and diplomatic.
* Assertive when required.
* Team player.
* Attention to detail.
* Experience of working in a health care setting.
* Experience of working in General Practice.
* UK Driving Licence.
Employer name
The Wibsey & Queensbury Medical Practice
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