We are looking for a friendly, organised, and patient-focused Patient Services Advisor to join our busy and supportive team at Taunton Vale Healthcare.
As a Patient Services Advisor, you will be the first point of contact for patients and visitors, providing a high-quality reception and administrative service. This role is ideal for someone who enjoys working with people, thrives in a fast-paced environment, and takes pride in delivering excellent customer service.
About us
Taunton Vale Healthcare is a well-established GP practice operating across two purpose-built sites in Taunton, providing primary care services to over 13,500 patients. Our Patient Services team plays a vital role in ensuring patients receive efficient, safe, and compassionate support when accessing our services.
Job responsibilities
Key Responsibilities
Patient Care & Communication
* Act as the first point of contact for patients and visitors, both in person and via telephone.
* Provide courteous, efficient, and confidential handling of enquiries.
* Book appointments and process requests for home visits, repeat prescriptions, and test results in line with practice procedures.
* Provide information and guidance to patients regarding practice services and processes.
* Register new patients and ensure all documentation is accurately entered onto the clinical system.
Administration & Data Management
* Maintain accurate patient records using the practices clinical computer system.
* Process incoming and outgoing correspondence, both electronic and paper-based.
* File, scan, and distribute documents efficiently.
* Record and pass on messages accurately to members of the clinical team.
* Handle patient payments for private services in accordance with practice policy.
Operational Support
* Support the smooth day-to-day running of the practice.
* Provide cover during staff absences where required.
* Work flexibly across both practice sites, sometimes at short notice.
* Open and close premises when necessary, including setting and deactivating alarms.
* Maintain tidy, safe, and welcoming reception and waiting areas.
Teamworking & Development
* Participate in team and administration meetings.
* Work collaboratively with colleagues to support high-quality patient care.
* Undertake relevant training to develop skills and knowledge.
* Adhere to practice policies, including confidentiality, data protection, safeguarding, and health & safety.
About You
* Good standard of education, including GCSE (or equivalent) in English and Maths.
* Experience in a busy, Healthcare, patient-facing role.
* Strong communication and interpersonal skills.
* Good IT and data entry skills with strong attention to detail.
* Ability to remain calm and professional under pressure.
* Strong organisational skills and the ability to prioritise workload.
* Understanding of confidentiality and data protection.
* Friendly, reliable, and professional approach to patient care.
* Willingness to work flexibly across both practice sites.
* Experience working in a GP practice.
* Familiarity with clinical systems such as EMIS.
* NVQ Level 2 or 3 in Business Administration, Customer Service, or equivalent.
* Knowledge of NHS primary care services and GP practice procedures.
What We Offer
* Cycle to Work scheme
* Free on-site parking
* Supportive team environment
* Opportunities for training and development
Person Specification
Experience
* Experience in a busy, patient-facing or customer service environment
* Experience using computer systems for data entry and record keeping
* Experience handling confidential and sensitive information appropriately
* Previous experience in a GP practice or healthcare setting
* Experience using clinical systems (e.g. EMIS)
* Experience managing patient enquiries via telephone and face to face
* Experience supporting team coordination or workflow management
Personal Attributes
* Professional, approachable, and patient-focused
* Calm and resilient under pressure
* Highly efficient, adaptable, and organised
* Reliable, punctual, and conscientious
* Able to work independently and as part of a team
* Flexible to work across both sites as required
* Committed to delivering high standards of service
* Positive attitude towards change and continuous improvement
* Confidence in supporting and guiding colleagues
Qualifications
* Good standard of education, including GCSE (or equivalent) in English and Maths.
* Willingness to undertake relevant training
* NVQ Level 2 or 3 in Business Administration, Customer Service, or equivalent
* Training in healthcare administration or customer care
Skills & Knowledge
* Strong problem-solving skills with a proactive and solutions-focused approach
* Ability to work autonomously and make informed decisions
* Excellent communication and interpersonal skills
* Strong organisational skills with the ability to prioritise workload effectively
* High level of accuracy and attention to detail
* Good IT skills, including clinical systems and standard office software
* Understanding of confidentiality and data protection
* Knowledge of GP practice procedures and NHS primary care services
* Understanding of patient flow, and access systems
* Awareness of safeguarding, equality & diversity, and compliance requirements
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.
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