Patient Services Assistant

Patient Services Assistant 29 hours per week ( Jobshare may be considered)

St James and Orchard Medical Centre are looking to increase the Patient Services Assistant team.

We have a vacancy for a Patient Services Assistant to join our current team. Our Patient Services Team is at the heart of the Practice. We embrace new technology and more efficient ways of working, allowing our staff a greater focus on giving patients the best possible options for their problems. We are looking for an enthusiastic and patient centred person to join our team, to undertake general reception and administration tasks.

Your personal skills and team fit are most important as full training will be given.

Previous experience in a healthcare setting is very desirable, but we are also interested to hear from you if you have worked in a busy front line customer care role, as you are likely to have transferable skills.

This is a busy post, dealing with people from all walks of life, giving you the satisfaction of knowing that you have made a real difference.

Hours: 29 hours per week.

Applications by CV please to Tracey Pike Practice Manager – via email: somicb.contact.stjames@nhs.net

Closing Date 20th October 2026

JOB DESCRIPTION

Job Title

Patient Services Assistant (Reception)

Post reference number

PSA /03

Date of this job description

22\.11\.2023\. Reviewed 12\.9\.25, 5/10/2026

Reviews

At appraisal / learning plan interviews

Postholder name

Weekly hours

29 hours

A. MAJOR PURPOSE OF THE POST

To support the Primary Healthcare Team by providing a frontline focal point of communication to help meet the healthcare needs of patients and the contractual responsibilities of the Practice.

B. MAJOR DUTIES AND RESPONSIBILITIES

• Receive and handle incoming calls and electronic requests from patients, relatives, carers, other health care providers, contractors and any other category of caller


• Meet, greet and respond to all queries and requests for assistance from patients and other visitors.


• Establish brief details of the reasons for the patient request and record on the clinical system.


• Resolve incoming requests for assistance where it is practical and safe to do so.


• Signpost patients and others to the person(s) either external or internal to the Practice who is best placed to initially deal with the request e.g. NHS 111, Pharmacy, Practice Website, Medical Secretary, allocating a GP message slot, triage or appointment.


• Contribute to the continuity of patient care by directing patient to their ‘usual’ GP for the purpose of appointments, triage, messaging etc.


• Monitor the flow of patients into the consulting rooms including advising patients if a consulter is running late.


• Ensure that patients without appointments but who need an ‘urgent consultation’ are seen in a logical and non\-disruptive manner.


• Explain practice arrangements and formal requirements to new patients and those seeking temporary cover. Ensure procedures are completed.


• Advise patients of relevant charges for private services, accept payment and issue receipts for same.


• Record requests for home visits and other messages stating the time received and include all relevant information.


• Alert a clinician for any ‘emergency cases or situations giving cause for urgent concern


• Resolve patient grumbles but escalate any problems to the Assistant Manager, Patient Services and Estates


• Action requests for ambulance and other transportation and record details.


• Ensure reception and waiting areas are kept neat and tidy.


• Chaperone duties once trained.


• Promote the use of online access.

• Ensure total familiarity with all appointments systems in use, including regular and ad\-hoc variations. This includes booking of appointments for patients of other practices under the Improved Access scheme.


• Book appointments and recalls in accordance with the practice policy.


• Maintain awareness of the demand for and the availability of appointments for all consulters in session


• Ensure that paper medical records are filed correctly in alphabetical order, correctly assembled, maintained in good condition and available if needed.


• Ensure that medical records are returned promptly to the NHS contractor.


• Process GP links for patient registration purposes.


• Update medical records for summaries, home / night visits and test results.


• Input and retrieval of data as required.

• Undertake duties to support patient wellbeing to include processing of EMIS Web ‘tasks’, booking appointments proactively required by the Clinical Team, issuing recalls, updating records, giving out test results etc.


• Ensure that the consulting rooms are prepared in readiness for each consultation session, checking full range of forms and requirements and re stocking as necessary.


• Ensure that consulting rooms are checked at the end of each session and left tidy and secure.


• Receive and make calls as required. Divert calls and messages as appropriate.


• Ensure that the system is operational at the beginning of each day and switched over to the out of hours answer phone at the end of the day (if automated, check that it is working).


• Open up premises at the start of each day and make all necessary preparation to receive patients.


• Secure premises at the end of each day and activate alarm upon leaving the building.

Receive requests for prescriptions and handover signed prescriptions to patients or their agents after checking of legitimacy of collections.

Repeat Prescribing Desk

As part of a smaller rota of staff the post holder will operate the Repeat Prescribing desk as part of ‘generic duties’ to deal with patient requests, queries, updating of records, processing of repeat prescriptions both manual and electronic, liaison with GP and pharmacists etc.

Perform other reception and clerical duties as required by the needs of the service.

C. SUPERVISION RECEIVED

The postholder reports directly to the Reception Manager.

D. SUPERVISION EXERCISED

The postholder has no direct line management responsibility.

E. DECISIONS EXERCISED

The postholder is able to take decisions on day\-to\-day matters within existing protocols and operating procedures, including signposting of patients.

F. CREATIVITY

The postholder needs to be resourceful and at the point of initial enquiry, think about how to best manage patient need. The postholder can contribute to quality improvement initiatives.

G. CONTACTS

The postholder has contact with a wide range of people including patients, GPs, nurses, professions allied to medicine, NHS bodies, and other professionals.

H. SPECIAL CONDITIONS

There are no special conditions attached to this post.

I. REQUIREMENTS OF THE POST

• An understanding, acceptance, and adherence to the need for strict confidentiality.


• An ability to use own judgement and resourcefulness, common sense, and local knowledge to respond to patient enquiries and requests.


• Excellent communication skills.


• Knowledge of Care Quality Commission Requirements


• 4 or more GCSE or equivalent and /or extensive experience in a similar role / transferrable skills.


• A duty for safeguarding and promoting the welfare of children and vulnerable adults. To be aware of the procedure for raising concerns about the welfare of anyone with whom you have contact.

St James Medical Centre Receptionist Grade

Job Type: Part\-time

Pay: Up to £12\.71 per hour

Benefits:

• Company pension

This listing is from Indeed. View original listing ↗