Patient Services Team MemberNHS

Job summary

Job summary

Patient Services Team Member

• Closing Date - 31st August

Duties include but are not limited to, supporting the effective running of the practice on a day to day level with areas of responsibility including the patient journey, supporting the patient services team and having key areas of responsibility within the team

Salary and benefits:

• Competitive
• NHS holidays
• Car lease scheme
• NHS Pension

Hours of work:

7 hours per week, Tuesdays and Thursdays , 6:30pm-9:45pm.

How to apply?

Send your CV and covering letter to:

[email protected]

Main duties of the job

Role Principles:

• To work as part of the Patient Services Team in order to provide an efficient service to patients. Tasks include:

Answering incoming calls promptly, using practice protocols to assess patient needs and signpost appropriately.

Managing online consultation requests and digital access tools (NHS App)

Booking, amending, and cancel appointments using the clinical system (SystmOne)

Welcoming patients at reception, manage checkins, and provide clear information about appointments and services.

Handling patient queries, complaints, and requests with empathy and professionalism.

Maintain confidentiality and comply with GDPR and NHS data protection standards.

Job description

Primary Responsibilities

The following are the core responsibilities of the Patient Services Team member. On occasions there may be a requirement to carry out other tasks. This will be dependent on factors such as workload and staffing levels:

Core Principles

• To ensure confidentiality of information (written, oral and electronic) is preserved at all times whether at or away from work.
• To follow practice procedures to ensure that Caldicott Guardian and Security requirements are met at all times.
• To follow procedures to ensure compliance with the Data Protection Act 1998
• To follow all practice protocols concerned with the maintenance of ethical practice.
• To support and participate in initiatives to ensure a safe and healthy environment for all practice users. This includes following procedures to ensure the control of potential hazards to health and safety.
• To respect, support, contribute to and take personal responsibility for implementing commitment to Diversity and Equality of Opportunity
• To contribute to a culture of continuous improvement
• To perform duties to standards required by the practice in accordance with quality assurance.
• To demonstrate commitment to Continuing Professional Development
• To demonstrate computer literacy
• To work as part of the Patient Services Team in order to provide an efficient service to patients. Tasks include:
• Answering incoming calls promptly, using practice protocols to assess patient needs and signpost appropriately.
• Managing online consultation requests and digital access tools (NHS App)
• Booking, amending, and cancel appointments using the clinical system (SystmOne)
• Welcoming patients at reception, manage checkins, and provide clear information about appointments and services.
• Handling patient queries, complaints, and requests with empathy and professionalism.
• Maintain confidentiality and comply with GDPR and NHS data protection standards.

Administrative duties:

• Process repeat prescription requests following practice protocols.
• Update patient records accurately and promptly.
• Manage incoming and outgoing correspondence, including emails, letters, and clinical documents.
• Liaising with internal and external bodies (such as ambulance service/district nursing team/palliative care team)
• Support registration and de-registration of patients.
• Assist with recalls, screening invitations, and chronic disease management workflows.

Team

• Work collaboratively with GPs, nurses, managers, and other staff to ensure smooth daily operations.
• Follow safeguarding procedures and escalate concerns appropriately.
• Support practice audits, quality improvement projects, and compliance tasks (e.g., CQC requirements).
• Contribute to maintaining a safe, clean, and welcoming reception environment.

Other:

• Ensure samples are received and managed as per protocols
• Collect any fees for non-NHS services and ensure this is logged and passed on to the relevant person/place.
• Liaise with contractors or services interacting with the practice (blood pickups/maintenance/etc).

General

• Ensuring confidentiality is maintained at all times.
• Dealing with all telephone calls professionally (with care, civility and efficiency)
• Ensuring excellent customer care skills are used with all parties.
• Taking messages as appropriate and ensuring the message is passed on to the appropriate member of the practice or associated organizations whilst annotating and recording details such that they can be reviewed and retrieved at a later date if required.
• Ensuring probity in all financial dealings
• Any other duties assigned by the partners or line manager.

Upholding Quality

• Alerting other team members to issues of quality and risk.
• Assessing own performance and taking accountability for own actions, either directly or under supervision
• Contributing to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the teams performance.
• Working effectively with individuals in other agencies to meet patients needs.
• Effectively managing own time, workload, and resources.
• Adhering to Practice dress policy.
• Being punctual at all times.

Communicating

• Communicate effectively with other team members.
• Communicate effectively with patients and carers.
• Recognise peoples needs for alternative methods of communication and respond accordingly.

Personal/ Professional Development

• Taking responsibility for own developmental learning and performance.
• Taking responsibility for maintaining a record of own personal development.
• Working with management on any new training requirements.
• Demonstrating skills and activities to others who are undertaking similar work.

Contributing to the implementation of services

• Participating in implementation of new services where appropriate

For further responsibilities please see the attached job description.

About us

A friendly, successful, and well-organised practice is seeking an enthusiastic and motivated Patient Services Tean Member to join our team and share our commitment to delivering high-quality services to our patients.

The practice is well known for its strong commitment to teaching and learning, making this an excellent opportunity for someone looking to further their career within a forward-thinking environment.

We serve the BD4 community, a diverse and deprived area of Bradford. Our staff genuinely care about our patients, and the wide range of medical needs within the community means that no two shifts are ever the same.

Our multidisciplinary team consists of 5 GP Partners, 8 Salaried GPs, an Advanced Nurse Practitioner (ANP), Pharmacists, a Nursing Team, HCA and Phlebotomy Team, Clinical Administration Team, Patient Services Team, and Management Team.

The practice also hosts clinics for Community and PCN roles, including Midwives, First Contact Physiotherapists, Mental Health Practitioners, and Social Prescribers. In addition, we have strong links with the local community and voluntary sector organisations, supporting both mental health and wider social needs for our patients.