We are looking for a friendly, organised, and patient-focused Patient Services Advisor to join our busy and supportive team at Taunton Vale Healthcare.
As a Patient Services Advisor, you will be the first point of contact for patients and visitors, providing a high-quality reception and administrative service. This role is ideal for someone who enjoys working with people, thrives in a fast-paced environment, and takes pride in delivering excellent customer service.
About us
Taunton Vale Healthcare is a well-established GP practice operating across two purpose-built sites in Taunton, providing primary care services to over 13,500 patients. Our Patient Services team plays a vital role in ensuring patients receive efficient, safe, and compassionate support when accessing our services.
Job responsibilities
Key Responsibilities
Patient Care & Communication
- Act as the first point of contact for patients and visitors, both in person and via telephone.
- Provide courteous, efficient, and confidential handling of enquiries.
- Book appointments and process requests for home visits, repeat prescriptions, and test results in line with practice procedures.
- Provide information and guidance to patients regarding practice services and processes.
- Register new patients and ensure all documentation is accurately entered onto the clinical system.
Administration & Data Management
- Maintain accurate patient records using the practices clinical computer system.
- Process incoming and outgoing correspondence, both electronic and paper-based.
- File, scan, and distribute documents efficiently.
- Record and pass on messages accurately to members of the clinical team.
- Handle patient payments for private services in accordance with practice policy.
Operational Support
- Support the smooth day-to-day running of the practice.
- Provide cover during staff absences where required.
- Work flexibly across both practice sites, sometimes at short notice.
- Open and close premises when necessary, including setting and deactivating alarms.
- Maintain tidy, safe, and welcoming reception and waiting areas.
Teamworking & Development
- Participate in team and administration meetings.
- Work collaboratively with colleagues to support high-quality patient care.
- Undertake relevant training to develop skills and knowledge.
- Adhere to practice policies, including confidentiality, data protection, safeguarding, and health & safety.
About You
- Good standard of education, including GCSE (or equivalent) in English and Maths.
- Experience in a busy, Healthcare, patient-facing role.
- Strong communication and interpersonal skills.
- Good IT and data entry skills with strong attention to detail.
- Ability to remain calm and professional under pressure.
- Strong organisational skills and the ability to prioritise workload.
- Understanding of confidentiality and data protection.
- Friendly, reliable, and professional approach to patient care.
- Willingness to work flexibly across both practice sites.
- Experience working in a GP practice.
- Familiarity with clinical systems such as EMIS.
- NVQ Level 2 or 3 in Business Administration, Customer Service, or equivalent.
- Knowledge of NHS primary care services and GP practice procedures.
What We Offer
- Cycle to Work scheme
- Free on-site parking
- Supportive team environment
- Opportunities for training and development
Person Specification
Experience
- Experience in a busy, patient-facing or customer service environment
- Experience using computer systems for data entry and record keeping
- Experience handling confidential and sensitive information appropriately
- Previous experience in a GP practice or healthcare setting
- Experience using clinical systems (e.g. EMIS)
- Experience managing patient enquiries via telephone and face to face
- Experience supporting team coordination or workflow management
Personal Attributes
- Professional, approachable, and patient-focused
- Calm and resilient under pressure
- Highly efficient, adaptable, and organised
- Reliable, punctual, and conscientious
- Able to work independently and as part of a team
- Flexible to work across both sites as required
- Committed to delivering high standards of service
- Positive attitude towards change and continuous improvement
- Confidence in supporting and guiding colleagues
Qualifications
- Good standard of education, including GCSE (or equivalent) in English and Maths.
- Willingness to undertake relevant training
- NVQ Level 2 or 3 in Business Administration, Customer Service, or equivalent
- Training in healthcare administration or customer care
Skills & Knowledge
- Strong problem-solving skills with a proactive and solutions-focused approach
- Ability to work autonomously and make informed decisions
- Excellent communication and interpersonal skills
- Strong organisational skills with the ability to prioritise workload effectively
- High level of accuracy and attention to detail
- Good IT skills, including clinical systems and standard office software
- Understanding of confidentiality and data protection
- Knowledge of GP practice procedures and NHS primary care services
- Understanding of patient flow, and access systems
- Awareness of safeguarding, equality & diversity, and compliance requirements
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
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