Telephone Patient Services Advisor

NHS

  • Daventry, Northamptonshire
  • £12.21 per hour
  • Permanent
  • Full-time
  • 8 hours ago
An excellent opportunity has arisen for a full time Telephone Patient Services Advisors to join a friendly and busy GP Practice. The successful candidates will assist in offering general assistance to the Practice Team and project a positive and friendly image to patients and other visitors via the telephone. The post holders will receive calls, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.Main duties of the jobDealing with a high volume of incoming telephone calls from patients, healthcare professionals and other organisations/individuals to assist with the booking of appointments, managing prescriptions and results, general enquiries, problem solving and a range of other requests, ensuring all callers receive a 'Gold Standard' service.About usThe current list size of Danetre Medical Practice is approximately 12,800. Any increase over the last ten years has been due mainly to; natural change (more births than deaths); building development within Daventry itself and more recently migration from the rest of the UK and overseas. The boundaries of the Practice show we are large in terms of geographical size, with the majority of the land classified as rural.The practice itself is located in close proximity to Daventry Town centre in a modern building adjoining Danetre Hospital (a community hospital which opened in September 2006) offering a wide range of services and delivering a high standard of care. Also attached to the Practice operating independently is Boots Chemist.Currently the practice works with 5 x GP partners, 1 x Managing Partner, 5 x salaried GPs, 3 x Practitioners, 1 x Clinical Pharmacist and Pharmacy Technician and over 300hrs of Clinical nursing support.DetailsDate posted02 September 2025Pay schemeOtherSalary£12.21 an hourContractPermanentWorking patternFull-timeReference numberA2927-25-0008Job locationsLondon RoadDaventryNorthamptonshireNN11 4DYJob descriptionJob responsibilitiesThe post holder holds a position of importance, being the crucial link between the doctors, staff and patients.Full training will be given in all aspects of the job.Telephone calls are monitored and used for training purposes and to accurately record patient and GP informationYou will be required to wear a uniform and name badge, for which an allowance will be provided.You will be expected to attend regular staff meetings. The meetings provide an opportunity to discuss matters arising from the job and can be used for in-house training.The post holders will be expected to deliver a high quality, diverse, patient centred service.To work as part of a team delivering a first class, professional patient service, using a range of communication and administrative methods, to ensure that where possible patient enquiries are resolved at the first point of contact.Job descriptionJob responsibilitiesThe post holder holds a position of importance, being the crucial link between the doctors, staff and patients.Full training will be given in all aspects of the job.Telephone calls are monitored and used for training purposes and to accurately record patient and GP informationYou will be required to wear a uniform and name badge, for which an allowance will be provided.You will be expected to attend regular staff meetings. The meetings provide an opportunity to discuss matters arising from the job and can be used for in-house training.The post holders will be expected to deliver a high quality, diverse, patient centred service.To work as part of a team delivering a first class, professional patient service, using a range of communication and administrative methods, to ensure that where possible patient enquiries are resolved at the first point of contact.Person SpecificationQualificationsEssential
  • GCE/GCSE/NVQ level 2 or equivalent; or detailed patient services knowledge
ExperienceEssential
  • Must have customer/patient care skills and have worked in a customer/patient facing environment, ideally in a Contact/Call Centre with a minimum of 1 year experience
  • Demonstrable excellent verbal communication skills
  • Experience of dealing with a high volume of calls, some of which may be challenging in nature
  • Ability to work on own initiative and as part of a team
  • Commitment to health and safety, equal opportunities and anti-discriminatory practices in employment and service provision
  • Excellent organisation skills required along with ability to prioritise and work to very high standards of performance
  • Ability to remain calm when dealing with challenging or distressed callers
  • Understanding of the needs for confidentiality and compliance with service regimes
  • Able to think ahead and anticipate issues
  • Ability to be assertive, but polite and patient
  • Competence in Microsoft Office packages (Outlook, Word, Excel
Desirable
  • Experience of working in a fast paced public sector/healthcare environment would be advantageous
  • Experience of working with CRM/clinical systems such as Systm1 would be desirable
  • Experience of using web chat platforms would be advantageous
Person SpecificationQualificationsEssential
  • GCE/GCSE/NVQ level 2 or equivalent; or detailed patient services knowledge
ExperienceEssential
  • Must have customer/patient care skills and have worked in a customer/patient facing environment, ideally in a Contact/Call Centre with a minimum of 1 year experience
  • Demonstrable excellent verbal communication skills
  • Experience of dealing with a high volume of calls, some of which may be challenging in nature
  • Ability to work on own initiative and as part of a team
  • Commitment to health and safety, equal opportunities and anti-discriminatory practices in employment and service provision
  • Excellent organisation skills required along with ability to prioritise and work to very high standards of performance
  • Ability to remain calm when dealing with challenging or distressed callers
  • Understanding of the needs for confidentiality and compliance with service regimes
  • Able to think ahead and anticipate issues
  • Ability to be assertive, but polite and patient
  • Competence in Microsoft Office packages (Outlook, Word, Excel
Desirable
  • Experience of working in a fast paced public sector/healthcare environment would be advantageous
  • Experience of working with CRM/clinical systems such as Systm1 would be desirable
  • Experience of using web chat platforms would be advantageous

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