Patient Services Advisor - GP Practice - Maternity Leave Cover
Exciting Opportunity: Patient Services Advisor
Location: Thornhills Medical Practice, Kent
Fixed Term: Maternity Cover. Minimum 6 months
Starting: May 2026
Hours:Part time. Mon 8am to 1pm / Wed 1pm to 6pm / Thurs8am to 5pm / Fri 8am to 6pm. Occasional evenings/weekends
About the Role
ThornhillsMedical Practice is seeking a friendly and reliable Patient Services Advisor tojoin our team to cover maternity leave. This is a fixed term post for a minimumof six months with an anticipated start date of early May 2026. Youll be thefirst point of contact for patients, helping them access the right care andsupporting our clinical and administrative teams.
Main duties of the job
Key Duties Include:
Welcomingand guiding patients to appropriate services
Bookingappointments and managing enquiries - in person, telephone and online
Assistingthe clinical team with administrative tasks
Liaisingwith external agencies and multidisciplinary teams
Generalreception and admin duties
Requirements:
Excellentcommunication skills - oral and written
Abilityto work well in a team and adapt to change
Experiencein a GP surgery is desirable
About us
About Us
ThornhillsMedical Practice has a strong emphasis on high-quality patient care, education,and personal development. We serve approximately 14,800 patients and are proudof our happy, reliable, and forward-thinking team.
Job responsibilities
* Ensure that patients and visitors enquiriesare handled courteously, efficiently and confidentially
* Answer incoming calls in a friendly, polite andprofessional manner. Consider the request, taking appropriate action orredirecting to other personnel as appropriate.
* Take telephone messages, appointments details andhome visit requests accurately and efficiently and enter details on to computersystem as appropriate
* Signpost patientsto the most appropriate service, seeking advice if this is not clear.
* Assist patients with completion of their digitaltriage requests.
* Action DigitalTriage requests as per the triaging clinician.
* Alert doctors to urgent concerns or outstandingtelephone calls or visits, as appropriate
* Relay test results to patients
* Ensure that outstanding matters and informationare handed over to colleagues at shift change
* Check prescription requests and ensure they aredirected to the requested collection point
* Print off repeat prescriptions from computer asnecessary
* Handle patients positive and negative feedbackinitially, seeking advice from or referring to Patient Services Supervisor orAssistant Practice Manager as appropriate
* Check own nhs.net email account frequently duringshift and ensure that all messages are responded to and actioned promptly and asappropriate
* Check practice generic and reception nhs.net emailaccounts frequently during shift and ensure that all messages are responded toand actioned promptly and as appropriate
* Send, receive and record facsimile messages
* Be conversant and deal with procedure for newpatients wishing to register with the practice
* Be conversant with online Patient Services andCare Navigation and record outcomes as appropriate
* Be responsible for security of the building iflast person leaving
* Be conversant with Panic Alarm system and actupon this if necessary
* Attend and participate in team, staff meetingsand other meetings as required
* Be fully conversant with patient servicesprocedures and developments
* Ensure that filing, record keeping anddistribution of documents and mail are undertaken efficiently and promptly.
* Assist with sending out of patient recallletters and other similar correspondence
* Ensure that patient services area, waiting room,consulting rooms, meeting rooms and outside areas in the immediate vicinity ofthe practice are clean and tidy, and that there is an adequate supply ofstationery and other routine items available.
* Ensure that noticeboards are kept up to date andthat appropriate literature is displayed.
* Arrange refreshments for doctors meetings and ensurethat adequate supplies are available.
* Ensure that kitchen areas are kept clean andtidy.
* Arrange for photocopier and other equipmentrepairs to be carried out as soon as possible
* Contribute to a safe working environment
* Assist with mentoring/training new staff, asdirected by Patient Services Supervisor or Assistant Practice Manager
* Any other ad hoc duties as required
Person Specification
Skills and Personal Qualities
* Excellent communication skills (written and oral)
* 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
* Personal Qualities
* Polite and confident
* Flexible and cooperative
* Motivated
* Forward thinker
* High levels of integrity and loyalty
* Sensitive and empathetic in distressing situations
* Ability to work under pressure
Experience
* Experience of working with the general public
* Experience of administrative duties
* Experience of working in a health care setting
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