Job summary
Join Hope Farm Medical Centre as a Patient Services Team Assistant and be at the heart of patient care.
This role is more than administration its about making a real difference to our patients every day. As a key member of our friendly front-of-house team, you will be the first point of contact for patients, helping them access the right care at the right time while delivering a warm, professional, and compassionate service.
At Hope Farm Medical Centre, we value teamwork, respect, and continuous learning. You will be supported to develop your skills, contribute your ideas, and take pride in working in a modern practice that is committed to high-quality care and a positive patient experience.
Hours: 31.5 per week
Monday: 8:00am until 2.00pm
Wednesday: 8:00am until 5:30pm
Thursday: 8:00am until 5:30pm
Friday:9:00am until 6:30pm
Main duties of the job
A Patient Services Team Assistant plays a key role in supporting the smooth day-to-day operation of a general practice. They act as a first point of contact for patients, handling enquiries in person, by telephone, and online. The role includes appointment booking, signposting patients to appropriate services, managing administrative tasks, and ensuring accurate patient records, while maintaining confidentiality and delivering a courteous, patient-centred service
About us
Hope Farm Medical Centre is a modern, patient-focused GP practice serving the Ellesmere Port community. The practice is committed to delivering high-quality, accessible primary healthcare in a welcoming and supportive environment. With a multidisciplinary team of GPs, nurses, and healthcare professionals, Hope Farm Medical Centre provides a wide range of medical services, placing emphasis on continuity of care, prevention, and the long-term wellbeing of its patients. The practice aims to work in partnership with patients to support healthier lives and improved health outcomes.
Job description
Job responsibilities
Primary responsibilities
The following are the core responsibilities of the Patient Services Assistant. There may be on occasion, a requirement to carry out other tasks; this will be dependent upon factors such as workload and staffing levels.
The Patient Services Assistant is responsible for:
- Maintaining and monitoring the practice appointment system and process patient requests for appointments.
- Answer incoming phone calls, transferring calls or dealing with the callers request appropriately.
- Through Care Navigation, process and effectively signpost patients to the appropriate healthcare professional depending on the presenting condition.
- Processing internal tasks as directed by the clinical team.
- Process incoming and outgoing mail, email and online digital tools.
- As required support Medicines Manager in the management of repeat prescriptions, ensuring they are processed accurately and efficiently.
- Initiating contact with and responding to, requests from patients, team members and external agencies.
- Read code data on EMIS.
- Photocopy documentation as required.
- File and store records as required.
- Data entry of new and temporary registrations and relevant patient information as required.
- Input data into the patients healthcare records as necessary.
- Scanning of patient related documentation and attaching scanned documents to patients healthcare records.
- Manage all queries (including administrative queries) as necessary in an efficient manner.
- Carry out system searches as requested.
- Maintain a clean, tidy, effective working area at all times.
- Monitor and maintain the reception area and notice boards.
- Support all clinical staff with general tasks as requested.
Job description
Job responsibilities
Primary responsibilities
The following are the core responsibilities of the Patient Services Assistant. There may be on occasion, a requirement to carry out other tasks; this will be dependent upon factors such as workload and staffing levels.
The Patient Services Assistant is responsible for:
- Maintaining and monitoring the practice appointment system and process patient requests for appointments.
- Answer incoming phone calls, transferring calls or dealing with the callers request appropriately.
- Through Care Navigation, process and effectively signpost patients to the appropriate healthcare professional depending on the presenting condition.
- Processing internal tasks as directed by the clinical team.
- Process incoming and outgoing mail, email and online digital tools.
- As required support Medicines Manager in the management of repeat prescriptions, ensuring they are processed accurately and efficiently.
- Initiating contact with and responding to, requests from patients, team members and external agencies.
- Read code data on EMIS.
- Photocopy documentation as required.
- File and store records as required.
- Data entry of new and temporary registrations and relevant patient information as required.
- Input data into the patients healthcare records as necessary.
- Scanning of patient related documentation and attaching scanned documents to patients healthcare records.
- Manage all queries (including administrative queries) as necessary in an efficient manner.
- Carry out system searches as requested.
- Maintain a clean, tidy, effective working area at all times.
- Monitor and maintain the reception area and notice boards.
- Support all clinical staff with general tasks as requested.
Person Specification
Skills
Essential
- Excellent communication skills (written& oral)
- Strong IT skills (generic)
- Clear, polite telephone manner
- Competent in the use of Office and Microsoft
- Effective time management (Planning & Organising)
- Ability to work as a team member and autonomously
- Good interpersonal skills
- Strong problem solving and analytical skills
- Ability to follow policy and procedure
Desirable
- EMIS software user skills
Qualifications
Essential
- Educated to GCSE level or equivalent
- Good standard of education with excellent literacy and numeracy skills; GCSE Mathematics & English (C or above)
Desirable
- NVQ Level 2 in Health and Social Care
Experience
Essential
- Experience of working with the general public
Desirable
- Experience of working in a health care setting
- NHS / Primary Care General Practice experience
Personal Qualities
Essential
- Polite and confident
- Flexible and cooperative; operates calmly and effectively
- Motivated and proactive
- Ability to use initiative and judgement
- Forward thinker with a solution focused approach
- High levels of integrity and loyalty
- Sensitive and empathetic in distressing situations
- Ability to work under pressure
Other requirements
Essential
- Flexibility to work outside of core office hours
- Disclosure Barring Service (DBS) check
- Maintains confidentiality at all times
Person Specification
Skills
Essential
- Excellent communication skills (written& oral)
- Strong IT skills (generic)
- Clear, polite telephone manner
- Competent in the use of Office and Microsoft
- Effective time management (Planning & Organising)
- Ability to work as a team member and autonomously
- Good interpersonal skills
- Strong problem solving and analytical skills
- Ability to follow policy and procedure
Desirable
- EMIS software user skills
Qualifications
Essential
- Educated to GCSE level or equivalent
- Good standard of education with excellent literacy and numeracy skills; GCSE Mathematics & English (C or above)
Desirable
- NVQ Level 2 in Health and Social Care
Experience
Essential
- Experience of working with the general public
Desirable
- Experience of working in a health care setting
- NHS / Primary Care General Practice experience
Personal Qualities
Essential
- Polite and confident
- Flexible and cooperative; operates calmly and effectively
- Motivated and proactive
- Ability to use initiative and judgement
- Forward thinker with a solution focused approach
- High levels of integrity and loyalty
- Sensitive and empathetic in distressing situations
- Ability to work under pressure
Other requirements
Essential
- Flexibility to work outside of core office hours
- Disclosure Barring Service (DBS) check
- Maintains confidentiality at all times
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.
