Patient AdvisorNHS

Job summary

An opportunity has arisen for a motivated and reliable individual to join our practice as a Patient Adviser. The successful candidate will provide high-quality reception and administrative support, acting as the first point of contact for patients, visitors and external agencies.

This is a key role within the practice, requiring excellent communication skills, attention to detail, and the ability to work effectively within a busy primary care environment, while maintaining the highest standards of patient confidentiality.

Main duties of the job

The post holder will be responsible for:

• 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

Job description

Patient Interaction & Customer Service

• 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.

Appointment Management

• 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.

Administrative Duties

• 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.

Patient Support & Navigation

• 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.

Compliance & Confidentiality

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

Team Working

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

About us

At Port View Surgery we are proud to cultivate a supportive, patient-first environment where every team member plays a vital role in delivering high quality care to our community.

Our team is made up of experienced clinicians, dedicated administrative staff, and compassionate support professionals who work collaboratively every day.

We foster a culture where colleagues are approachable, supportive, and always willing to lend a helping hand.