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Patient Advisor

Cheltenham

Part Time/Full Time GP Patient Advisors wanted for a busy Doctors Surgery

We are a lovely General Practice that is looking for a dedicated Receptionist Patient Advisor to join the team and ensure the excellent patient care and service continue to be provided within the community. If you have at least a years’ experience working in a customer service role and are looking for a challenging and rewarding career within NHS Primary Care, then we want you to apply.

We use System One and have a patient list size of approximately 12,100. Our GP surgery is based in Cheltenham. The team consists of five GP Partners, two Salaried GPs and two fulltime Specialist Paramedic. Our Practice Nursing team is managed by our wonderful Lead Nurse. We have an excellent administration team and our very own social secretary who organizes team and social events! Our wonderful Deputy Practice Manager helps manage the day to day running of the practice.

You should have experience working as a receptionist, ideally within General Practice, but any healthcare setting would be considered. Full training/support will be provided for the successful applicant. You should be IT literate, and confident with Microsoft software (Word, Excel, Outlook etc.) as well as having experience with System One.

There is never a “routine day” every day is different, many of our experienced Patient Advisors have enhanced roles and provide essential support to the management team. There are various shifts available but essentially, we must cover the surgery during opening hours from 8.30-6.30 Monday to Friday, so a degree of flexibility is essential.

Desirable Skills and Experience
 The ability to work under pressure with good time management skills.
 The ability to manage workload priorities.
 Be able to manage long periods sitting/standing in front of a computer.
 Excellent communication and telephone skills.
 A calm and empathetic patient centred approach.
 Confidence to work as part of a multi-skilled team.
 The ability to use initiative and to work proactively and reactively to manage issues and problems to gain a good solution or positive outcome.

Principle Responsibilities/Job Description
 Your day-to-day responsibilities will involve front of house duties providing a warm welcome to patients and visitors.

 Communicate effectively in a calm and confident manner responding to telephone queries, signposting patient to services which are also available at St Pauls Medical Centre using the appointment templates. Manage patient enquiries and other service providers in relations to referrals, dealing with telephone calls, and general office procedures.
 Process confidential documents and patient information with utmost discretion, you will use a variety of IT systems to manage incoming/outgoing correspondence. AI applications.
 You must be able to work as part of a team and be flexible to cover shifts.
 Collaborating with healthcare professionals to facilitate a smooth patient experience.
 To have a thorough knowledge of all practice procedures and work in accordance with protocols.
 Promote use of online services.

Other Tasks
 Any other tasks as requested by the Management or Partners to suit the needs of the practice.

This Job Description is neither exhaustive nor exclusive and will be reviewed annually with the post holder at the annual appraisal. The post-holder is also required to carry out any duties that may reasonably be requested by the Partners or the Practice Manager.

Confidentiality
 In the performance of the duties outlined in this Job Description, the post holder may have access to confidential information relating to patients and their carers, Practice staff and other healthcare workers. They may also have access to information relating to the Practice as a Business Organisation. All such information from any source is to be regarded as strictly confidential.

 Information relating to patients, carers, colleagues, other healthcare workers or the business of the Practice may only be divulged to authorised persons in accordance with Practice policies and procedures relating to confidentiality and the protection of personal and sensitive data.

Equality and Diversity
The post holder will support the equality, diversity and rights of patients, carers, and colleagues, to include:
 Acting in a way that recognises the importance of people’s rights, interpreting them in a way that is consistent with Practice procedures and policies and current legislation.
 Respecting the privacy, dignity, needs and beliefs of patients, carers, and colleagues.
 Behaving in a manner which is welcoming, is non-judgemental and respects their circumstances, feelings, priorities, and rights.

Health and Safety
The post-holder will assist in promoting and maintaining their own and others’ health, safety and security as defined in the practice health & safety policy, the Employee Handbook, and the practice infection control policy and published procedures. This will include:

 Using personal security systems within the workplace according to practice guidelines
 Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks.
 Making effective use of training to update knowledge and skills.
 Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards.
 Actively reporting of health and safety hazards and infection hazards immediately when recognised.
 Keeping own work areas and general / patient areas generally clean, assisting in the maintenance of general standards of cleanliness consistent with the scope of the job holder’s role.
 Undertaking periodic infection control training (minimum annually).

We can offer a competitive salary with internal banding within Job Families, NHS Pension, onsite parking, 4 weeks leave exclusive of Bank Holidays with a loyalty program which increases your leave to a maximum of 5 weeks.

Team building and social team activities, staff room and most importantly a wonderful fun caring team who will support and guide you to reach your full potential!

If you're ready to take the next step, click on Apply Now!

For any enquiries about the role, please be in touch with the contacts listed opposite this advert.

Closing date for applications: 23-05-2025

Hours Per Week: 28 hours - various shifts.

Apply Now

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