• Job Description

  Req#: A0055-25-0003?language=en&page=980&sort=publicationDateDesc

  Job summary

  Patient Services Advisor

  Part Time position

  Salary Competitive

  We are looking for an experienced Patient Services Advisor to join our friendly reception team at Thornhills Medical Practice.

  We have a variety of hours, shifts and days available. Each shift consists of 5 hours per shift, Monday to Friday from either 8:00am to 1:00pm or 1:00pm to 6:00pm or 1.30pm to 6:30pm. This may include some double shifts on some days. You will also be required to cover on some occasions evenings and weekends to assist with enhanced access and other clinics.

  Main duties of the job

  The successful post holder will be responsible for undertaking a wide range of reception and administrative duties. Duties can include but are not limited to, greeting and guiding patients in the best use of resource within the practice and in the wider NHS, enabling them to access the most effective help for their presenting need, booking appointments, processing of information, acting as the central point of contact for patients, the distribution of information, messages and enquiries for the clinical team, liaising with multidisciplinary team members and external agencies such as secondary care and community service providers. Training will be provided however as a minimum, customer service experience and excellent communication (oral and written) are essential. Experience of working in a GP surgery is desirable. You must work as part of a team, have the ability to adapt and embrace positively to change and observe strict rules about confidentiality at all times.

  About us

  Thornhills is a highly regarded, supportive and forward thinking GP training practice with a happy, reliable workforce providing care to approx. 14,800 patients. There is a strong emphasis on high quality patient care, education and personal development.

  Details

  Date posted

  13 June 2025

  Pay scheme

  Other

  Salary

  Depending on experience

  Contract

  Permanent

  Working pattern

  Part-time

  Reference number

  A0055-25-0003

  Job locations

  Martin Square

  Larkfield

  Aylesford

  Kent

  ME20 6QJ

  
  

  Job description

  Job responsibilities

  • Ensure that patients and visitors enquiries are handled courteously, efficiently and confidentially
  • Answer incoming calls in a friendly, polite and professional manner. Consider the request, taking appropriate action or redirecting to other personnel as appropriate.
  • Take telephone messages, appointments details and home visit requests accurately and efficiently and enter details on to computer system as appropriate
  • Signpost patients to the most appropriate service, seeking advice if this is not clear.
  • Assist patients with completion of their digital triage requests.
  • Action Digital Triage requests as per the triaging clinician.
  • Alert doctors to urgent concerns or outstanding telephone calls or visits, as appropriate
  • Relay test results to patients
  • Ensure that outstanding matters and information are handed over to colleagues at shift change
  • Check prescription requests and ensure they are directed to the requested collection point
  • Print off repeat prescriptions from computer as necessary
  • Handle patients positive and negative feedback initially, seeking advice from or referring to Patient Services Supervisor or Assistant Practice Manager as appropriate
  • Check own nhs.net email account frequently during shift and ensure that all messages are responded to and actioned promptly and as appropriate
  • Check practice generic and reception nhs.net email accounts frequently during shift and ensure that all messages are responded to and actioned promptly and as appropriate
  • Send, receive and record facsimile messages
  • Be conversant and deal with procedure for new patients wishing to register with the practice
  • Be conversant with online Patient Services and Care Navigation and record outcomes as appropriate
  • Be responsible for security of the building if last person leaving
  • Be conversant with Panic Alarm system and act upon this if necessary
  • Attend and participate in team, staff meetings and other meetings as required
  • Be fully conversant with patient services procedures and developments
  • Ensure that filing, record keeping and distribution of documents and mail are undertaken efficiently and promptly.
  • Assist with sending out of patient recall letters and other similar correspondence
  • Ensure that patient services area, waiting room, consulting rooms, meeting rooms and outside areas in the immediate vicinity of the practice are clean and tidy, and that there is an adequate supply of stationery and other routine items available.
  • Ensure that noticeboards are kept up to date and that appropriate literature is displayed.
  • Arrange refreshments for doctors meetings and ensure that adequate supplies are available.
  • Ensure that kitchen areas are kept clean and tidy.
  • Arrange for photocopier and other equipment repairs to be carried out as soon as possible
  • Contribute to a safe working environment
  • Assist with mentoring/training new staff, as directed by Patient Services Supervisor or Assistant Practice Manager
  • Any other ad hoc duties as required

  Job description

  Job responsibilities

  • Ensure that patients and visitors enquiries are handled courteously, efficiently and confidentially
  • Answer incoming calls in a friendly, polite and professional manner. Consider the request, taking appropriate action or redirecting to other personnel as appropriate.
  • Take telephone messages, appointments details and home visit requests accurately and efficiently and enter details on to computer system as appropriate
  • Signpost patients to the most appropriate service, seeking advice if this is not clear.
  • Assist patients with completion of their digital triage requests.
  • Action Digital Triage requests as per the triaging clinician.
  • Alert doctors to urgent concerns or outstanding telephone calls or visits, as appropriate
  • Relay test results to patients
  • Ensure that outstanding matters and information are handed over to colleagues at shift change
  • Check prescription requests and ensure they are directed to the requested collection point
  • Print off repeat prescriptions from computer as necessary
  • Handle patients positive and negative feedback initially, seeking advice from or referring to Patient Services Supervisor or Assistant Practice Manager as appropriate
  • Check own nhs.net email account frequently during shift and ensure that all messages are responded to and actioned promptly and as appropriate
  • Check practice generic and reception nhs.net email accounts frequently during shift and ensure that all messages are responded to and actioned promptly and as appropriate
  • Send, receive and record facsimile messages
  • Be conversant and deal with procedure for new patients wishing to register with the practice
  • Be conversant with online Patient Services and Care Navigation and record outcomes as appropriate
  • Be responsible for security of the building if last person leaving
  • Be conversant with Panic Alarm system and act upon this if necessary
  • Attend and participate in team, staff meetings and other meetings as required
  • Be fully conversant with patient services procedures and developments
  • Ensure that filing, record keeping and distribution of documents and mail are undertaken efficiently and promptly.
  • Assist with sending out of patient recall letters and other similar correspondence
  • Ensure that patient services area, waiting room, consulting rooms, meeting rooms and outside areas in the immediate vicinity of the practice are clean and tidy, and that there is an adequate supply of stationery and other routine items available.
  • Ensure that noticeboards are kept up to date and that appropriate literature is displayed.
  • Arrange refreshments for doctors meetings and ensure that adequate supplies are available.
  • Ensure that kitchen areas are kept clean and tidy.
  • Arrange for photocopier and other equipment repairs to be carried out as soon as possible
  • Contribute to a safe working environment
  • Assist with mentoring/training new staff, as directed by Patient Services Supervisor or Assistant Practice Manager
  • Any other ad hoc duties as required

  Person Specification

  Skills and Personal Qualities

  Essential

  • Excellent communication skills (written and oral)
  • Strong IT skills
  • 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

  Desirable

  • EMIS / Systmone user skills

  Experience

  Essential

  • Experience of working with the general public
  • Experience of administrative duties

  Desirable

  • Experience of working in a health care setting

  Qualifications

  Essential

  • Educated to GCSE level or equivalent

  Desirable

  • GCSE Mathematics & English (C or above)
  • AMSPAR Receptionists Qualification
  • NVQ Level 2 in Health and Social Care

  Person Specification

  Skills and Personal Qualities

  Essential

  • Excellent communication skills (written and oral)
  • Strong IT skills
  • 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

  Desirable

  • EMIS / Systmone user skills

  Experience

  Essential

  • Experience of working with the general public
  • Experience of administrative duties

  Desirable

  • Experience of working in a health care setting

  Qualifications

  Essential

  • Educated to GCSE level or equivalent

  Desirable

  • GCSE Mathematics & English (C or above)
  • AMSPAR Receptionists Qualification
  • NVQ Level 2 in Health and Social Care

  Employer details

  Employer name

  Thornhills Medical Practice

  Address

  Martin Square

  Larkfield

  Aylesford

  Kent

  ME20 6QJ

  
  

  Employer's website

  https://www.thornhillsmedical.nhs.uk/ (Opens in a new tab)

  Employer details

  Employer name

  Thornhills Medical Practice

  Address

  Martin Square

  Larkfield

  Aylesford

  Kent

  ME20 6QJ

  
  

  Employer's website

  https://www.thornhillsmedical.nhs.uk/ (Opens in a new tab)

• About the company

  National Health Service (NHS) is the umbrella term for the publicly-funded healthcare systems of the United Kingdom (UK). The founding principles were that services should be comprehensive, universal and free at the point of delivery—a health service based on clinical need, not ability to pay. Each service provides a comprehensive range of health services, free at the point of use for people ordinarily resident in the United Kingdom apart from dental treatment and optical care.

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