Job summary Whaddon Healthcare is a GP Training practice with 22,000 patients situated in Bletchley, Milton Keynes. Whaddon Healthcare are an inclusive and equal opportunity employer, who celebrate and support diversity. Vision -" To provide an unrivalled healthcare service, admired for everything we do" Patient Advisors ensure that patients are assisted courteously, efficiently and with empathy, they are an important practice team member supporting others in order that we may provide a caring and efficient service to the patients. Main duties of the job To support the online triage and the Duty GP booking and signposting patients. Receive and direct patients on arrival at the reception desk in a friendly and courteous manner, ensuring their requirements are met professionally and efficiently. Provide help to patients with general enquiries, and to assist them to make appointments, using the computer appointment system. Receive, record and direct accurate messages when appropriate and pass these onto other members of the team using emails or the clinical system. About us Whaddon Healthcare is made up of two practices: Whaddon Medical Centre and Water Eaton Health Centre. Whaddon Medical Centre was established in the early 1900s and in 2020 formally merged with Water Eaton Health Centre (which was established in 1974). We have a list size of 22,000 and welcome patients from the Bletchley area. There are a number of community services Cardiology, Heart Failure, Gynaecology, Respiratory, AIRS, Home Oxygen service and PCAS. Date posted 31 January 2025 Pay scheme Other Salary Depending on experience Contract Permanent Working pattern Part-time Reference number A2500-25-0102 Job locations 25 Witham court Tweed drive Bletchley Milton Keynes MK3 7QU Water Eaton Health Centre Fern Grove Bletchley Milton Keynes MK23HN Job description Job responsibilities The duties of the role are detailed below: 1. Receiving and Directing Patients Receive and direct patients on arrival at the reception desk in a friendly and courteous manner, ensuring their requirements are met professionally and efficiently. Provide help to patients with general enquiries, and to assist them to make appointments, using the computer appointment system. Receive, record and direct accurate messages when appropriate and pass these onto other members of the team using emails or the clinical system. Answer telephones promptly in a polite and professional manner and manage calls appropriately. Dealing with patients and other callers and forwarding to the most appropriate team member if necessary. Deal efficiently with general enquiries from patients, explain surgery procedures, appointment system and all other procedures for obtaining services, hand outpatient pack / practice leaflet as appropriate To advise patients on approximate waiting times and of any unexpected delays. To book transport for hospital appointments when the patient is unable to do so. To book interpreters for patients when needed. To take in fees from patients where applicable and issue receipts. To give patients any forms / referral letters that are waiting for collection checking ID and taking in fees where necessary. To listen to patients complaints, always remaining polite and empathetic, making sure they are addressed and dealt with appropriately, enlisting the help of a senior colleague when needed To support the online triage and the Duty GP booking and signposting patients. 2. Operation of Telephone System Receive and make calls as required. Divert calls and take messages as appropriate Ensure that system is operational at the beginning of each day. Ensure that the out of hours messages are updated and that the phones are transferred to out-of-hours when the practice is closed longer than usual. 3. Administrative Duties To register new patients who are in the practice area and inform patients of practice facilities. Register patients on the clinical system ensuring all details needed for the registration authority are completed. To check and update patients addresses and telephone numbers and other contact information on the clinical system. To undertake photocopying and faxing as needed including photocopying patients notes when requested to do so by Administrator. To phone patients for recall and data collection purposes and correctly record data in patients medical record. Photocopy the practice leaflet ensuring that there is always a supply available at reception. Make up registration packs (GMS1 & New Patient Health Check Form) Complete tasks sent via SYSTM1(or any other clinical system or document management system which may replace these). Complete tasks put on the reception clipboard Email referrals as requested by clinical team. 4. Start and End of Day Procedures At the start of the day, make all necessary preparation to receive patients. To ensure that the reception area is tidy and ready for use by staff the next day. To tidy waiting area i.e. collect magazines, etc at the end of morning and evening surgery. Secure premises at the end of the day, ensure the Practice corridor is totally secured (windows & doors locked/lights out etc), 5. General Tasks To ensure confidentiality is always maintained. Chaperone for the GPs if requested to do so. To help with any other tasks that may require to be done to maintain efficient operation of the practice as requested by the doctors or General manager. To attend team meetings and PLT when scheduled. To contribute to team working within the practice, offering support to and seeking support from colleagues wherever possible. To participate in appraisals and PDP (Personal Development Plan) and team training opportunities. To promote equality of opportunity for both staff and patients, reflecting the fact that the practice operates in, and is part of, a diverse community. In certain circumstances it may be necessary to help cover for colleagues who are absent or provide additional hours or take on additional duties in times of pressure/crisis. Health & Safety : The post-holder will assist in promoting and maintaining their own and others health, safety and security as defined in the practice Health & Safety Policy, to include: Using personal security systems within the workplace according to practice guidelines Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks Making effective use of training to update knowledge and skills Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards Reporting potential risks identified. Equality and Diversity : The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include: Acting in a way that recognizes the importance of peoples rights, interpreting them in a way that is consistent with practice procedures and policies, and current legislation Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights. Personal/Professional Development : The post-holder will participate in any training programme implemented by the practice as part of this employment, such training to include: Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work. Quality : The post-holder will strive to maintain quality within the practice, and will: Alert other team members to issues of quality and risk. Assess own performance and take accountability for own actions, either directly or under supervision. Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the teams performance. Work effectively with individuals in other agencies to meet patients needs. Effectively manage own time, workload and resources. Communication : The post-holder should recognize the importance of effective communication within the team and will strive to: Communicate effectively with other team members. Communicate effectively with patients and carers. Recognise peoples needs for alternative methods of communication and respond accordingly. Job description Job responsibilities The duties of the role are detailed below: 1. Receiving and Directing Patients Receive and direct patients on arrival at the reception desk in a friendly and courteous manner, ensuring their requirements are met professionally and efficiently. Provide help to patients with general enquiries, and to assist them to make appointments, using the computer appointment system. Receive, record and direct accurate messages when appropriate and pass these onto other members of the team using emails or the clinical system. Answer telephones promptly in a polite and professional manner and manage calls appropriately. Dealing with patients and other callers and forwarding to the most appropriate team member if necessary. Deal efficiently with general enquiries from patients, explain surgery procedures, appointment system and all other procedures for obtaining services, hand outpatient pack / practice leaflet as appropriate To advise patients on approximate waiting times and of any unexpected delays. To book transport for hospital appointments when the patient is unable to do so. To book interpreters for patients when needed. To take in fees from patients where applicable and issue receipts. To give patients any forms / referral letters that are waiting for collection checking ID and taking in fees where necessary. To listen to patients complaints, always remaining polite and empathetic, making sure they are addressed and dealt with appropriately, enlisting the help of a senior colleague when needed To support the online triage and the Duty GP booking and signposting patients. 2. Operation of Telephone System Receive and make calls as required. Divert calls and take messages as appropriate Ensure that system is operational at the beginning of each day. Ensure that the out of hours messages are updated and that the phones are transferred to out-of-hours when the practice is closed longer than usual. 3. Administrative Duties To register new patients who are in the practice area and inform patients of practice facilities. Register patients on the clinical system ensuring all details needed for the registration authority are completed. To check and update patients addresses and telephone numbers and other contact information on the clinical system. To undertake photocopying and faxing as needed including photocopying patients notes when requested to do so by Administrator. To phone patients for recall and data collection purposes and correctly record data in patients medical record. Photocopy the practice leaflet ensuring that there is always a supply available at reception. Make up registration packs (GMS1 & New Patient Health Check Form) Complete tasks sent via SYSTM1(or any other clinical system or document management system which may replace these). Complete tasks put on the reception clipboard Email referrals as requested by clinical team. 4. Start and End of Day Procedures At the start of the day, make all necessary preparation to receive patients. To ensure that the reception area is tidy and ready for use by staff the next day. To tidy waiting area i.e. collect magazines, etc at the end of morning and evening surgery. Secure premises at the end of the day, ensure the Practice corridor is totally secured (windows & doors locked/lights out etc), 5. General Tasks To ensure confidentiality is always maintained. Chaperone for the GPs if requested to do so. To help with any other tasks that may require to be done to maintain efficient operation of the practice as requested by the doctors or General manager. To attend team meetings and PLT when scheduled. To contribute to team working within the practice, offering support to and seeking support from colleagues wherever possible. To participate in appraisals and PDP (Personal Development Plan) and team training opportunities. To promote equality of opportunity for both staff and patients, reflecting the fact that the practice operates in, and is part of, a diverse community. In certain circumstances it may be necessary to help cover for colleagues who are absent or provide additional hours or take on additional duties in times of pressure/crisis. Health & Safety : The post-holder will assist in promoting and maintaining their own and others health, safety and security as defined in the practice Health & Safety Policy, to include: Using personal security systems within the workplace according to practice guidelines Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks Making effective use of training to update knowledge and skills Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards Reporting potential risks identified. Equality and Diversity : The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include: Acting in a way that recognizes the importance of peoples rights, interpreting them in a way that is consistent with practice procedures and policies, and current legislation Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights. Personal/Professional Development : The post-holder will participate in any training programme implemented by the practice as part of this employment, such training to include: Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work. Quality : The post-holder will strive to maintain quality within the practice, and will: Alert other team members to issues of quality and risk. Assess own performance and take accountability for own actions, either directly or under supervision. Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the teams performance. Work effectively with individuals in other agencies to meet patients needs. Effectively manage own time, workload and resources. Communication : The post-holder should recognize the importance of effective communication within the team and will strive to: Communicate effectively with other team members. Communicate effectively with patients and carers. Recognise peoples needs for alternative methods of communication and respond accordingly. Person Specification Personal Qualities Essential Good communication skills, in person and over the telephone. Possessing sensitivity, tact and diplomacy. Self-motivated with a high degree of personal integrity. An organised approach to work. Reliable. Flexible with an adaptable approach. Ability to work on own initiative. Ability to maintain strict confidentiality. Able to work under pressure. Calm and patient manner. Ability to work to deadlines and under pressure. Ability to multitask and prioritise own workload. Time management skills. Experience Essential Previous patient advisor, reception, or call centre experience. Healthcare experience. Experience working in an environment with direct contact with the public. Ability to work on both sites. Desirable Experience in a GP Practice Experience with database systems Qualifications Essential Education to GCSE level, NVQ level 2 (or equivalent). Desirable Administrative qualification. Knowledge and skills Essential Computer literate. Ability to use Microsoft Office programs (Word & Excel). Desirable Knowledge of clinical databases including Systm1. Hold a UK Driving License. Person Specification Personal Qualities Essential Good communication skills, in person and over the telephone. Possessing sensitivity, tact and diplomacy. Self-motivated with a high degree of personal integrity. An organised approach to work. Reliable. Flexible with an adaptable approach. Ability to work on own initiative. Ability to maintain strict confidentiality. Able to work under pressure. Calm and patient manner. Ability to work to deadlines and under pressure. Ability to multitask and prioritise own workload. Time management skills. Experience Essential Previous patient advisor, reception, or call centre experience. Healthcare experience. Experience working in an environment with direct contact with the public. Ability to work on both sites. Desirable Experience in a GP Practice Experience with database systems Qualifications Essential Education to GCSE level, NVQ level 2 (or equivalent). Desirable Administrative qualification. Knowledge and skills Essential Computer literate. Ability to use Microsoft Office programs (Word & Excel). Desirable Knowledge of clinical databases including Systm1. Hold a UK Driving License. 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 Whaddon Healthcare Address 25 Witham court Tweed drive Bletchley Milton Keynes MK3 7QU Employer's website https://whaddonhealthcare.co.uk/ (Opens in a new tab)