Job summary We are looking for a caring, compassionate and enthusiastic individual to join our team Patient Services Advisor (PSA) team. PSAs are the first point of contact for patients coming to the surgery. You will be responsible for helping and directing them with their queries in a courteous and professional manner. This is a fast paced and varied role with no two days being the same. You will also be responsible for a range of different administrative duties and the provision of general support to the multidisciplinary team. Main duties of the job To provide the first point of contact for patients while projecting a positive and friendly image to them and other to other visitors, either in person or via the telephone, and to direct patient queries appropriately in a courteous and efficient way. Duties can include but are not limited to, greeting and directing patients, effective use of the appointment system, booking appointments, processing of information and assisting patients and fellow colleagues as required. About us Wellington medical centre is a busy vibrant teaching GP practice, with a large team of around 50 staff members. We actively encourage training and additional training, so there is always a opportunities for further development for the successful candidate. The post is eligible for the NHS pension scheme. Date posted 16 January 2025 Pay scheme Other Salary £11.44 an hour Contract Permanent Working pattern Full-time Reference number A1748-25-0001 Job locations Mantle Street Wellington Somerset TA21 8BD Job description Job responsibilities Reception Front Desk & General Duties A large proportion of your time will be taken assisting patients via the telephone or face to face by signposting access to the services provided by the Practice in an organised, efficient and caring manner and using the agreed protocols. To ensure that the telephone service is operating correctly. To be first point of contact for patients, receiving and directing patients and other visitors appropriately. To present a calm and friendly image to patients. To advise patients of relevant charges to private (non National Health Service) services, accept payment and issue receipts for same. To make and receive telephone calls as required in a polite and timely manner, and record messages accurately and comprehensively. To deal with enquiries from patients efficiently and courteously and with respect, ensuring that the correct details are recorded and either answered or forwarded promptly to relevant personnel. To make appointments and operate the appointments systems as directed by the Duty GP. Using your judgement and communication skills, to ensure that patients in urgent need are flagged to the Duty GP in a logical and non-disruptive manner or directed to more urgent care where appropriate. To receive requests for repeat prescriptions and ensure that requests are acted upon in accordance with Practice policies and procedures. Enter accurate information on to the computer system as required. To leave Reception with no unresolved problems for the next shift wherever possible, or ensure unresolved problems are properly handed over to incoming staff To undertake a variety of tasks at the request of Doctors, for example telephoning the laboratory for test results and recording accurately in the patients notes, contacting the patient to request they come in for blood tests or a consultation. To ensure locum staff can access the computer systems, have everything they require for their session and know where to find other things they may need e.g. emergency drugs and resuscitation equipment. ADMINISTRATION To ensure the maintenance of accurate records in line with practice policy To participate in compiling relevant statistics to meet the requirements of the practice as requested To ensure the appropriate disposal of confidential waste To extract, check, file and tidy medical records as required. To receive incoming post, sort and ensure onward delivery. To prepare outgoing post and record as required. To update patient records kept on computer. To contribute towards the achievement of the Practices targets as required. To use office equipment e.g. fax, photocopier as requested. To ensure that all equipment is in safe working order, and that any malfunctions are reported appropriately Please refer to the attached job description for further information about the duties of the role. Job description Job responsibilities Reception Front Desk & General Duties A large proportion of your time will be taken assisting patients via the telephone or face to face by signposting access to the services provided by the Practice in an organised, efficient and caring manner and using the agreed protocols. To ensure that the telephone service is operating correctly. To be first point of contact for patients, receiving and directing patients and other visitors appropriately. To present a calm and friendly image to patients. To advise patients of relevant charges to private (non National Health Service) services, accept payment and issue receipts for same. To make and receive telephone calls as required in a polite and timely manner, and record messages accurately and comprehensively. To deal with enquiries from patients efficiently and courteously and with respect, ensuring that the correct details are recorded and either answered or forwarded promptly to relevant personnel. To make appointments and operate the appointments systems as directed by the Duty GP. Using your judgement and communication skills, to ensure that patients in urgent need are flagged to the Duty GP in a logical and non-disruptive manner or directed to more urgent care where appropriate. To receive requests for repeat prescriptions and ensure that requests are acted upon in accordance with Practice policies and procedures. Enter accurate information on to the computer system as required. To leave Reception with no unresolved problems for the next shift wherever possible, or ensure unresolved problems are properly handed over to incoming staff To undertake a variety of tasks at the request of Doctors, for example telephoning the laboratory for test results and recording accurately in the patients notes, contacting the patient to request they come in for blood tests or a consultation. To ensure locum staff can access the computer systems, have everything they require for their session and know where to find other things they may need e.g. emergency drugs and resuscitation equipment. ADMINISTRATION To ensure the maintenance of accurate records in line with practice policy To participate in compiling relevant statistics to meet the requirements of the practice as requested To ensure the appropriate disposal of confidential waste To extract, check, file and tidy medical records as required. To receive incoming post, sort and ensure onward delivery. To prepare outgoing post and record as required. To update patient records kept on computer. To contribute towards the achievement of the Practices targets as required. To use office equipment e.g. fax, photocopier as requested. To ensure that all equipment is in safe working order, and that any malfunctions are reported appropriately Please refer to the attached job description for further information about the duties of the role. Person Specification Experience Essential Has worked in front-line position in a busy setting with direct face to face and phone contact with patient, clients or customers. Ideally has experience of working in health care setting. Desirable Front line team member in GP surgery, other medical setting, dental, public service Qualifications Essential 4 GCSE (or equivalent) Maths & English Person Specification Experience Essential Has worked in front-line position in a busy setting with direct face to face and phone contact with patient, clients or customers. Ideally has experience of working in health care setting. Desirable Front line team member in GP surgery, other medical setting, dental, public service Qualifications Essential 4 GCSE (or equivalent) Maths & English 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. Employer details Employer name Wellington Medical Centre Address Mantle Street Wellington Somerset TA21 8BD Employer's website https://tauntondeanewestpcn.gpweb.org.uk/wellington-medical-centre (Opens in a new tab)