Patient Advisor

• Providing a courteous, efficient and welcoming reception service to patients and visitors
• Booking, amending and managing patient appointments in line with practice protocols
• Handling incoming and outgoing telephone calls in a professional manner
• Responding appropriately to patient enquiries, ensuring confidentiality is always maintained
• Accurately recording and updating patient information using the clinical system
• Processing administrative tasks including correspondence, scanning and data entry
• Maintaining a clean, tidy and organised reception and waiting area
• Supporting the wider practice team with general administrative duties as required

• Greet patients and visitors in a friendly, courteous, and professional manner.
• Handle incoming telephone calls, emails, and online requests promptly.
• Provide accurate information regarding appointments, services, and procedures.
• Assist patients with queries, always ensuring confidentiality.
• De-escalate and manage patient concerns or complaints sensitively.

• Book, amend, and cancel patient appointments using the clinical system.
• Manage clinician schedules efficiently to maximise appointment availability.
• Support triage and signposting processes to direct patients to appropriate services (e.g., GP, nurse, pharmacist, or external services).
• Send appointment reminders and follow-up communications where required.

• Maintain and update patient records accurately in line with data protection regulations.
• Process registration forms for new patients.
• Scan and file documentation into patient records.
• Handle incoming and outgoing post.
• Support repeat prescription requests in line with practice procedures.

• Guide patients through services available at the surgery and wider NHS services.
• Promote self-care and the use of online services (e.g., NHS App, online booking).
• Assist vulnerable patients with accessing care and services.

• Always adhere to GDPR and patient confidentiality policies.
• Follow practice protocols and NHS guidelines.
• Ensure safeguarding procedures are followed where necessary.

• Work collaboratively with clinicians and administrative staff.
• Support colleagues during busy periods to maintain service quality.
• Participate in team meetings and training sessions.

Essential

• Good standard of general education (GCSE or equivalent)
• Excellent communication and interpersonal skills
• Ability to work under pressure and manage competing demands Strong organisational skills and attention to detail
• Basic IT skills and willingness to learn clinical systems
• Professional, flexible and team-oriented approach
• Clear understanding of confidentiality and data protection principles

Desirable

• Previous experience in a reception, administrative or customer service role
• Experience of working in a healthcare or NHS setting
• Familiarity with electronic patient record systems