Receptionist (Patient Service Advisor)

Job description

Job responsibilities

We are looking for a friendly, organised, and patient-focused Patient Services Advisor to join our busy and supportive team at Taunton Vale Healthcare.

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.

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.

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

Essential:

• 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.

Desirable:

• 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
• Employee discount scheme
• Free on-site parking
• Supportive team environment
• Opportunities for training and development

Person Specification

Experience

Essential

• 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

Desirable

• 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

Essential

• 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

Desirable

• Confidence in supporting and guiding colleagues

Qualifications

Essential

• Good standard of education, including GCSE (or equivalent) in English and Maths.
• Willingness to undertake relevant training

Desirable

• NVQ Level 2 or 3 in Business Administration, Customer Service, or equivalent
• Training in healthcare administration or customer care

Skills & Knowledge

Essential

• 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

Desirable

• 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.

Employer details

Employer name

Taunton Vale Healthcare

Address

Lisieux Way

Taunton

Somerset

TA1 2LB

Employer's website

https://www.tauntonvalehealthcare.co.uk (Opens in a new tab)