We are looking for a compassionate and efficient Patient Services Advisor to join our dedicated team and help us continue to deliver exceptional service. At Berrycroft, we are committed to providing high-quality care for the community and ensuring everyone is met with kindness.
Main duties of the job
A Patient Service Advisor is responsible for providing administrative support to patients and healthcare professionals. The duties typically include scheduling appointments, handling inquiries via phone or in person, ensuring smooth patient flow, and supporting the coordination of care. Excellent communication, organisation, and customer service skills are essential for this role. About us
We pride ourselves in offering flexible working patterns and supporting the health and wellbeing of our employees. We offer employees competitive benefits, which include: Lifestyle discounts through our wellbeing partner, Vivup Cycle to work scheme Blue Light card discount Onsite cafe with staff discount Education and training is really important to us - so much so that Training for Tomorrow is one of our key values. We are committed to creating a learning environment to inspire and train future talent and giving everyone the opportunity for progression. Job responsibilities
Patient Service Advisors are responsible for welcoming patients, call handling and booking appointments, providing general administrative assistance to the practice team, and directing patients to the most appropriate service or healthcare professional in a friendly, positive, and compassionate way. Responsibilities: Answer and navigate incoming calls to ensure call wait times are kept to a minimum. Welcome patients appropriately in person and respond to all queries and requests for assistance, with kindness. Deal with internal and external enquiries, such as taking and passing on accurate messages from patients, PCN, secondary care or other associated healthcare agencies. Process and redirect tasks from practice emails. Take payment for private services. Book appointments in line with written protocols, appointment and other clinical IT systems, recognise and understand life-threatening situations and react accordingly. Ensure patients with no appointments but who need urgent consultation are seen in a logical and non-disruptive manner and booked into respective clinics depending on their symptoms. Signpost patients to other external agencies and referral to social prescribers (pharmacies, walk-in service, mental health, social prescriber). Explain practice arrangements to new patients and those seeking temporary cover and ensure documentation is completed, checked, and progressed to workflow. Keep the reception area, notice boards, and leaflet dispensers tidy and free from obstructions and clutter. Add requests for home visits onto the system ensuring careful recording of all details. Carry out EMIS and other administrative tasks such as word processing, filing, photocopying, and scanning. Champion training of new starters to the team. Person Specification
Experience
Experience of a front-facing customer role. Experience of administration tasks. NHS/Primary care general practice experience. Experience in a busy call handling environment. Experience using healthcare systems, such as EMIS and Docman. Qualifications
GCSE Grades 4-9 or equivalent in Maths and English. NVQ or equivalent in customer care. Skills & Other Requirements
Confident with multiple forms of technology. High attention to detail and accuracy. Ability to maintain confidentiality. Ability to prioritise and work to tight deadlines in a fast-paced environment. Customer care skills. Ability to listen and ask questions. Flexibility to work outside core office hours. 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.
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A Patient Service Advisor is responsible for providing administrative support to patients and healthcare professionals. The duties typically include scheduling appointments, handling inquiries via phone or in person, ensuring smooth patient flow, and supporting the coordination of care. Excellent communication, organisation, and customer service skills are essential for this role. About us
We pride ourselves in offering flexible working patterns and supporting the health and wellbeing of our employees. We offer employees competitive benefits, which include: Lifestyle discounts through our wellbeing partner, Vivup Cycle to work scheme Blue Light card discount Onsite cafe with staff discount Education and training is really important to us - so much so that Training for Tomorrow is one of our key values. We are committed to creating a learning environment to inspire and train future talent and giving everyone the opportunity for progression. Job responsibilities
Patient Service Advisors are responsible for welcoming patients, call handling and booking appointments, providing general administrative assistance to the practice team, and directing patients to the most appropriate service or healthcare professional in a friendly, positive, and compassionate way. Responsibilities: Answer and navigate incoming calls to ensure call wait times are kept to a minimum. Welcome patients appropriately in person and respond to all queries and requests for assistance, with kindness. Deal with internal and external enquiries, such as taking and passing on accurate messages from patients, PCN, secondary care or other associated healthcare agencies. Process and redirect tasks from practice emails. Take payment for private services. Book appointments in line with written protocols, appointment and other clinical IT systems, recognise and understand life-threatening situations and react accordingly. Ensure patients with no appointments but who need urgent consultation are seen in a logical and non-disruptive manner and booked into respective clinics depending on their symptoms. Signpost patients to other external agencies and referral to social prescribers (pharmacies, walk-in service, mental health, social prescriber). Explain practice arrangements to new patients and those seeking temporary cover and ensure documentation is completed, checked, and progressed to workflow. Keep the reception area, notice boards, and leaflet dispensers tidy and free from obstructions and clutter. Add requests for home visits onto the system ensuring careful recording of all details. Carry out EMIS and other administrative tasks such as word processing, filing, photocopying, and scanning. Champion training of new starters to the team. Person Specification
Experience
Experience of a front-facing customer role. Experience of administration tasks. NHS/Primary care general practice experience. Experience in a busy call handling environment. Experience using healthcare systems, such as EMIS and Docman. Qualifications
GCSE Grades 4-9 or equivalent in Maths and English. NVQ or equivalent in customer care. Skills & Other Requirements
Confident with multiple forms of technology. High attention to detail and accuracy. Ability to maintain confidentiality. Ability to prioritise and work to tight deadlines in a fast-paced environment. Customer care skills. Ability to listen and ask questions. Flexibility to work outside core office hours. 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.
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