Job summary
- Are you able to keep calm in challenging situations?
- Do you enjoy finding solutions for people?
- Are you good at juggling conflicting priorities?
- Can you keep focused on helping someone when it's really busy?
We have an opportunity for an enthusiastic and motivated individual to join our Patient Services team to assist in all aspects of patient services duties.
£12.53 per hour (with a scheduled reviewfrom 1st April 2026).
18 hours per week: Tuesday 8:30am - 6:30pm, Friday 8:30am - 6:30pm.
INTERVIEWS WILL BE HELD BETWEEN 2ND AND 9TH APRIL 2026.
Main duties of the job
The work is both challenging and rewarding, involving
talking to patients, on the telephone and in person, who are unwell and in need
our help and support.
Sometimes our patients are distressed when they call or
attend an appointment so you will need to have the resilience, experience and
skills to greet them and ensure they have a positive and reassuring first
contact with us.
Phone and reception desk duties are rostered, with the
majority of the working day spent talking directly to patients over the
telephone guiding them towards the most appropriate service and making
appointments for them.
There are opportunities for occasional weekend and evening
working to provide Enhanced Access to patients.
About us
We are a thriving and innovative Medical Group bringing together Holsworthy and Hatherleigh Medical Centres. We see patients at both sites and have a team that includes GPs, paramedics, nurse practitioners, practice nurses, health care assistants and phlebotomists as well as our practice management and administrative support teams. In addition, we also have access to additional roles through the local Primary Care Network.
Our benefits include:
- 27 days annual leave plus bank holidays (pro rata), increasing at 5 and 10 years service
- Access to the NHS Pension Scheme
- Company sick pay from 6 months
Job description
Job responsibilities
Appointments
-
Greet patients, both on the telephone and in person at
the reception desk, making appointments with the appropriate clinical
professional, using the patient appointments system, in a timely manner.
-
Follow the patient appointments system protocols for
making all bookings, recall, routine and emergency, for the appropriate
clinical professional.
-
Monitor arrivals and the flow of patients in the waiting
areas to ensure the appointment system accurately reflects the arrival of
patients.
Maintenance
of Patient Registrations
-
To maintain administrative patient information accurately
(address details, telephone numbers) and update as required to reflect
accurately every patients details and to ensure confidentiality.
-
Become familiar with proxy access regulations and action
as requested.
Patient
Environment
-
To maintain patient information in the waiting areas to
reflect current practice and to promote local health initiatives.
-
To ensure that all patient information on display is
accessible to all patients and reflects the view of the practice.
Administrative
Support
-
Provide working and cover support to all other
administrative teams as needs arise using Microsoft packages.
Job description
Job responsibilities
Appointments
-
Greet patients, both on the telephone and in person at
the reception desk, making appointments with the appropriate clinical
professional, using the patient appointments system, in a timely manner.
-
Follow the patient appointments system protocols for
making all bookings, recall, routine and emergency, for the appropriate
clinical professional.
-
Monitor arrivals and the flow of patients in the waiting
areas to ensure the appointment system accurately reflects the arrival of
patients.
Maintenance
of Patient Registrations
-
To maintain administrative patient information accurately
(address details, telephone numbers) and update as required to reflect
accurately every patients details and to ensure confidentiality.
-
Become familiar with proxy access regulations and action
as requested.
Patient
Environment
-
To maintain patient information in the waiting areas to
reflect current practice and to promote local health initiatives.
-
To ensure that all patient information on display is
accessible to all patients and reflects the view of the practice.
Administrative
Support
-
Provide working and cover support to all other
administrative teams as needs arise using Microsoft packages.
Person Specification
Experience
Essential
- Speaking directly with customers or patients in person
- Speaking directly with customers or patients on the telephone
- Experience of dealing directly with distressed or unhappy customers or patients.
- Working in a team as a team member
- Working in a pressurised environment with differing or conflicting priorities
- Finding solutions when there are conflicting priorities
- Working in a role involving administration that includes computerised records.
Desirable
- Experience of working in primary care or GP practice
Qualifications
Essential
- GCSE grade A to C or equivalent English & Maths
Skills and Knowledge
Essential
- Excellent interpersonal and communication skills
- Good IT skills including word, excel and email
- Good administration skills including computerised record systems
- Understanding of confidentiality and legal requirements
- Ability to remain calm under pressure
Person Specification
Experience
Essential
- Speaking directly with customers or patients in person
- Speaking directly with customers or patients on the telephone
- Experience of dealing directly with distressed or unhappy customers or patients.
- Working in a team as a team member
- Working in a pressurised environment with differing or conflicting priorities
- Finding solutions when there are conflicting priorities
- Working in a role involving administration that includes computerised records.
Desirable
- Experience of working in primary care or GP practice
Qualifications
Essential
- GCSE grade A to C or equivalent English & Maths
Skills and Knowledge
Essential
- Excellent interpersonal and communication skills
- Good IT skills including word, excel and email
- Good administration skills including computerised record systems
- Understanding of confidentiality and legal requirements
- Ability to remain calm under pressure
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.
