HUB Patient Services Assistant

Job summary

The post holder will be responsible for supporting the delivery of hub services through the Urgent Care Centre (UCC) service located in the Royal Berkshire Hospital, including registering patients, managing the appointment book, coordinating with clinicians, management, and other administrative staff to ensure the effective running of the service.

The post holder will be familiar with EMIS or another clinical IT system used in NHS primary care, though additional training will be provided.

The post holder will answer telephone calls from patients, staff, and external providers (e.g. 111, emergency department (ED) or other hospital departments), respond to queries, provide information, and communicate about the UCC service in a clear, professional, and effective manner.The post holder will ensure that administrative and clerical duties are carried out according to the relevant policies, procedures, and guidelines. The post holder may be required to provide administrative support with other tasks in the areas of governance and reporting, for example by completing data entry tasks. You will provide good customer service and build effective working relationships.

Main duties of the job

• Act as the first point of contact for patients arriving into the service, registering them in the clinical IT system (EMIS) and providing relevant information.
• Be responsible for the shared mailbox during operational hours, responding or directing queries appropriately and professionally.
• Answer telephone calls directed to the UCC service from patients, staff, and external healthcare providers (GP practices, 111, the ED, and other hospital departments).
• Keep accurate records of contacts with patients, whether in person or by telephone, updating patient records in EMIS with relevant information.
• Manage the appointment book, including booking, rescheduling, and cancelling appointments, as required.
• Contact patients who have not arrived for their appointments.
• Make calls to GP practices and other health professionals, providing relevant information to ensure seamless handover to other services.
• Complete data entry and other related administrative tasks, for example, completing incident reports and updating contact information, following the relevant processes and guidelines.
• Escalate issues through appropriate channels and resolve problems in a timely and effective manner.
• Assist with administration of the rota
• Provide cover for other members of the team where required, working flexibly to meet operational objectives.

About us

Berkshire West Primary Care Alliance (BWPCA) is the collaborative voice of general practice across the Berkshire West Place within the Buckinghamshire, Oxfordshire, and Berkshire West (BOB) Integrated Care System. We bring together GP practices and Primary Care Networks (PCNs) to work at scale, enabling innovation, influencing system change, and delivering services that meet the needs of our local populations.

BWPCA plays a vital role in shaping the future of primary care by strengthening partnerships, developing the workforce, and ensuring general practice is a central and equal partner in integrated care. Our work supports sustainability, equity, and improved outcomes for patients across Reading, Wokingham, and West Berkshire.