Patient Advisor (Cowes Medical Centre)NHS

Job summary

Please note: This vacancy is being advertised by One Wight Health Ltd - GP Federation, on behalf of Cowes Medical Centre.

Cowes Medical Centre will be the employer for this post.

Hours: Part Time - 27.5 hours per week on a 2 week alternating shift pattern(AM Shift: 7.45 - 13.15)(PM Shift: 13.00 - 18.30).

Full time considered 37.5 hours per week with availability between Monday to Friday 7.45 - 18.30.

Salary: £12.71 per hour

Holidays: 25 days (pro rata) + bank holidays

This is a good opportunity to join a team that quietly makes a real difference in their community. As the first point of contact for our patients you will play a vital role in shaping the patient experience, supporting clinical staff, and enabling the smooth running of the practice. This is a chance to work in a caring environment where your contribution truly matters. We are looking for someone who is calm, methodical, and with excellent communication skills to join our fabulous reception (patient adviser) team. The role can be very demanding at times so we are looking for someone who is also resilient. Experience of general practice or NHS work is highly desirable, but not essential as training will be provided to a suitable candidate.

Main duties of the job

You will be the first point of contact for patients and visitors, be that over the phone or at the front desk. You will establish what they need and direct them in accessing the appropriate service or healthcare professional in a courteous, efficient, and effective way. To do this you will develop practice specific knowledge, and a broad understanding of how general practice connects to secondary care, community care, social and voluntary sector services. You will undertake a variety of administrative duties utilising digital tools to assist in the smooth running of the practice, provide support to clinicians by contacting patients, booking appointments etc.

Job description

For full job description and person specification please see supporting document.

• Greet Patients/Temporary Residents, establish what they need, and direct them in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way - demonstrate a broad understanding of how General Practice connects to Secondary Care, social and voluntary sector services.
• Project a positive and helpful image to Patients and other visitors, either in person or via the telephone.
• Be mindful of Patient information confidentiality and privacy.
• Provide the initial information on services to Patients and refer on for more in-depth advice as appropriate.
• Use tasks and the Instant Message system to forward work or alert colleagues to urgent items.
• Be mindful of any health and safety hazards that might impact Patients and visitors in the foyer or waiting room area and take action or report this as appropriate.
• Identify when there is a need for urgent action, or for a step-up in care and alert the relevant professional(s).
• Use your training and judgment to ensure that Patients who need urgent support, or you suspect may be vulnerable, are supported quickly by a clinician.
• Confirm contact details, home address and some basic QOF information with Patients.
• Provide an effective handover to colleagues.
• Work as a team to ensure team tasks and are completed in a timely way.
• Provide general day to day support to our clinicians and Practice management.
• Actively participate in Practice Training which may mean you need to attend a training session outside of your normal working hours.

About us

We are a multi-disciplinary team of GPs, ANPs, MHP, paramedics, nurses, GP (healthcare) assistants, pharmacist, social prescriber, dietitian, wellbeing coach, MSK practitioners, phlebotomists and administrative and cleaning staff who all work closely together to deliver excellent patient-centred care. Every team member is valued, and we encourage open communication, mutual respect and shared learning.

We provide care to just over 15,500 patients from a modern, purpose-built building with free parking, disabled access and an attached (independent) pharmacy on-site. The work environment is fast-paced, where change and continuous improvement is the norm. Our next exciting change is that we will merge with Newport Health Centre. This merger will bring together two well-established practices into a single, stronger organisation better positioned to meet the challenges we all face. We believe this step will strengthen our ability to deliver high quality, sustainable care for our patients and supportive working environments for our teams.

We value homemade cake, teamwork, innovation, and continuous improvement in a supportive atmosphere. Joining us means being part of a practice that makes a real difference in the health and wellbeing of our community.