Patient Services Advisor - Burnham, Berrow & Highbridge, Somerset
Symphony Healthcare Services is looking for a Patient Services Advisor to join our supportive and dynamic teams based at Burnham, Berrow and Highbridge Medical Centres (known as Symphony North Healthcare) in Somerset.
As a Patient Services Advisor, you will play a crucial role in the smooth running of busy medical centres. You will help patients and colleagues alike by providing excellent administration and customer service skills, whilst also showing kindness and compassion.
The role includes tasks such as registering patients, processing correspondence and helping with other administrative tasks to ensure the smooth and efficient running of all 3 sites.
We have 37.5 hours available – working Monday to Friday. Job share and part‑time opportunities will be considered – please state your preferences in your application.
Working pattern (days and hours) will be discussed at interview stage.
The rate of pay for this role is £12.71 to £12.95 per hour. Starting salaries will be offered based on previous experience.
Main duties of the job
This role requires courteous, calm and effective communication skills both over the phone and face-to-face in a fast paced medical centre.
You will provide administration and reception duties for the medical centre, which will include assisting and directing patients in accessing the appropriate services or healthcare professional and undertaking a variety of administrative duties, in accordance with agreed procedures, protocols and timescales.
You will need to be able to work accurately and prioritise your own workload effectively while working as part of a team, while also meeting competing deadlines.
You will also be confident to proactively alert management / clinical staff to issues of quality, risk and safeguarding, as part of your daily role.
You will have sound IT skills and experience of using packages such as MS Office (Outlook, Word etc.).
Knowledge of the NHS / General Practice would be desirable, but not essential.
Job responsibilities
* Identify and book appointments and home visits in line with practice protocols, including cross‑organisation bookings.
* Search for, register if necessary and book onto the computer system patients as they present at the desk.
* Deal with enquiries, signposting and requests, either face to face or over the telephone from a variety of external sources, such as patients, relatives, clinical team, hospital, pathology, and work colleagues.
* Deal with distressed/aggressive patients safely and appropriately as they present at the desk or over the telephone.
* Prioritise patients in need of urgent medical attention who present to reception in person or telephone and direct them to the correct clinical intervention/appointment.
Person Specification
Knowledge and skills
* Computer literate and good keyboard skills
* Ability to listen carefully and communicate effectively and sensitively (verbal and written) to patients and staff at a range of levels
* Excellent organisational skills
* Strong attention to detail and the ability to transfer accurate information
* Work well under pressure
* Use own initiative within clear boundaries, seeking advice when necessary
* Demonstrate enthusiasm and a strong sense of teamwork
* Ability to complete tasks to a high standard with frequent interruptions
* Knowledge of medical terminology
* Knowledge of the NHS/General Practice
Qualifications
* English & Maths GCSE or equivalent (grade A*-D/ grade 9 to 3) (E)
Experience
* Experience of working within a team
* Recognise the significance of different situations (including emergencies) and take appropriate action, following standard policies and procedures
* Experience of working in a customer focused environment
* Experience of working within an administration team
* Experience of working in the NHS or similar healthcare setting
* Awareness of clinical systems such as EMIS
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.
Contract
Permanent
Working pattern
Full-time, Part-time, Job share, Flexible working
About us
Symphony Healthcare Services Limited was established in 2016 as part of the award‑winning Symphony Programme Vanguard, developing new models of care. We now support 16 practices across Somerset providing care for over 100,000 patients.
Symphony has developed a model where each practice is encouraged to operate autonomously, but as a subsidiary of NHS Somerset Foundation Trust (SFT), and with backing from a central support team (HR, finance, corporate and strategic management matters).
Providing NHS services is at the heart of what we do. Our vision is to ensure that primary care is sustainable for patients and practices in Somerset and we aim to be a national exemplar for primary care provision.
We work closely with our practice teams to grow, enhance and transform patient care and working practices, with innovation and technology at our core.
Symphony welcomes applications from people of all backgrounds and underrepresented groups. We are committed to equality of opportunity for all.
Symphony offers many employee benefits, including the option to join a NHS or NEST pension scheme, salary sacrifice options, generous annual leave, flexible working from day one of employment and home working options where appropriate to the role.
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