Patient Services Advisor

Eve Hill Medical Practice is looking for a friendly, organised and reliable Patient Services Advisor to join our busy, fast-paced general practice team in Dudley.

As a Patient Services Advisor, you will often be the first point of contact for patients. You will help patients access the most appropriate service or healthcare professional while providing a welcoming, courteous and efficient service in person, by telephone and through digital channels.

This is a busy and varied role requiring excellent communication skills, accuracy, sound judgement and the ability to remain calm when managing competing demands.

Main responsibilities include:

• Welcoming patients and visitors and providing an effective front-of-house service.
• Responding to telephone, face-to-face and electronic enquiries.
• Gathering appropriate information and navigating patients to the most suitable service or healthcare professional.
• Arranging appointments, telephone consultations and visit requests in accordance with practice procedures.
• Taking accurate messages and escalating urgent or sensitive matters promptly.
• Processing post, emails, forms and other correspondence.
• Supporting patients with online access and responding to related queries.
• Processing repeat prescription requests in accordance with practice protocols.
• Completing accurate data entry and ensuring allocated tasks are completed promptly.
• Registering new and temporary patients and processing changes to patient details.
• Handling sensitive notifications, including notifications of death, in accordance with practice procedures.
• Receiving, transferring, filing and retrieving medical records.
• Providing general clerical support, including scanning, filing, photocopying and word processing.
• Supporting the Clinical Administration Team and other colleagues when required.
• Following practice opening and closing procedures.
• Helping to maintain a safe, tidy and welcoming reception environment.
• Participating in practice meetings, training and learning events.

We are looking for someone who has:

• Previous experience of providing good customer service and working as part of a team.
• Experience of working effectively in a busy, fast-paced environment.
• Excellent face-to-face, telephone and written communication skills.
• Confidence dealing with patients, carers, healthcare professionals and other organisations.
• Strong computer skills and the ability to learn new systems quickly.
• Good organisation, accuracy and attention to detail.
• The ability to remain calm, prioritise effectively and manage competing demands.
• A clear understanding of confidentiality and secure information handling.
• A tactful and sensitive approach when supporting patients.
• Reliability, good timekeeping and flexibility across the practice’s opening hours.
• A positive attitude and willingness to contribute to the wider practice team.

Previous experience in NHS general practice, health or social care, a call-centre environment or using EMIS Web would be advantageous, although training will be provided.

The postholder must comply with practice policies and procedures relating to confidentiality, data protection, safeguarding, equality, infection prevention and health and safety.

The role reports to the Patient Access and Clinical Team Lead and is accountable to the Practice Manager.

Pay: £13.17-£13.50 per hour

Expected hours: 25.0 per week

Benefits:

• Free parking
• On-site parking

Work Location: In person