Patient Advisor

Cleevelands Medical Centre is a high-performing general practice and has an exciting opportunity for a Patient Advisor to join our thriving practice and be part of our friendly and motivated team.  

We currently have a position available offering 29 hours per week. 

This post is a permanent position and will suit people who are looking to work in Primary Care as part of the wider NHS.

Patient Advisors have an important and varied role which can be seen in the job description but includes:

• Issuing repeat and acute prescriptions
• Managing prescription enquiries
• Guiding patients to the most appropriate service, which may not always be a doctor
• Helping patients navigate the wider NHS services
• Responding to requests from doctors to provide information to patients
• General enquiries
• Being a first point of contact for patients, and just being able to listen can be a huge help for many.
• Managing documentation in and out of the practice
• Adhering to all principles of patient confidentially and the Caldicott Guidelines

The Administration Team works very closely with the clinical team, providing the best possible service in the Bishops Cleeve and North Cheltenham Area.  The practice has approximately11,400 patients.

We are looking for people who have the following skills:

• Confident communication skills both in person and on the phone
• Enthusiasm, motivated and with a robust sense of humour
• Ability to work as part of team and help develop ideas and improvements in how we work
• Confidence in using a computer
• It will be highly desirable to have some knowledge of the following IT packages:
• Outlook
• Word
• Excel
• Web based programmes

We use SystmOne one of the key Primary Care / GP Practice patient systems, but full training can be provided.

If you would like to know more or want to arrange an informal visit please call and speak to Katie Howard on the number to the right of this advert anytime Tuesday to Friday after 10.00am to find out more about the opportunity.

To apply directly, please send a covering letter explaining why you would like the role, along with a copy of your CV by clicking on Apply Now. Closing date for applications is Tuesday 19th August 2025.  However, we may bring this forward depending on the level of interest.

• The rate of pay is £12.21 per hour
• Working pattern would be on a rolling rota but can be discussed at interview
• 25 days a year annual leave plus Bank Holidays, subject to pro-rated for part time positions
• Free onsite car parking
• Team social events
• NHS discounts scheme
• Paid breaks
• Uniform provided

Cleevelands Medical Centre is committed to being a green practice; we engage with the Green Impact for Health toolkit to improve our sustainability.

We are an equal opportunities employer who ensures that staff understand how to positively promote diversity and equality in their execution of work activities and by their own attitudes and behaviour.  We aim to design and implement policies and procedures that meet the diverse needs of our service and workforce, ensuring that none are placed at a disadvantage over others, in accordance with the Equality Act 2010. 

We look forward to receiving any applications.

Job Description

Job title:  Patient Advisor
Responsible to: Charlotte Coney (Lead Patient Advisor)
Accountable to: GP Partners and Practice Manager

Job Summary

Undertake a wide range of administrative and reception duties and provide general support to the multidisciplinary team. A significant proportion of your time will be spent greeting and directing patients assisting patients at reception. Other duties can include but are not limited to, dealing with phone enquiries, making appointments, handling prescription requests and assisting patients as required.

Main duties and responsibilities

• Providing an efficient and friendly reception service for all patients and visitors to our surgery
• Providing, accurate, efficient and effective administrative support to doctors and other members of the clinical team at our surgery
• Making appointments and dealing with telephone enquiries

Specific duties

Reception

• Dealing with all general enquiries and making appointments for patients
• Taking messages and passing the information on to the intended recipient
• Monitoring patient appointments and keeping patients informed of any delays
• Advising patients about different practice procedures (e.g. registering as a new patient and ordering prescriptions)
• Keeping reception area clean and tidy
• Receiving clinical samples from patients
• Receiving payments for private fees, issuing receipts
• Opening and closing the Practice and setting the alarms when require

Repeat Prescriptions

• Preparing repeat prescriptions for GPs to sign and issue through Electronic Prescribing System
• Dealing with prescription enquiries from patients and pharmacists
• Filing prescriptions ready for collection

Administration

• Providing general administrative support to the clinical team
• Undertaking a wide range of administrative duties including processing mail, e-mails, word processing and photocopying
• Processing patient requests received through Anima online triage
• Scanning and linking consultant letters and test results to patient records
• Booking appointments for patient recalls and updating the patient records appropriately
• Ensuring correspondence, reports and results are filed appropriately
• Arranging emergency and urgent patient transport when requested by a GP

Other requirements of the post

• Feedback any relevant patient related information to Nurses or Doctors
• Work as an effective team member with all administrative and clinical colleagues at the Practice
• Follow all practice policies, procedures and protocols including those in the staff handbook
• Contribute to the development and improvement of patient services
• Attend meetings with other clinical and administrative colleagues
• Maintain a good relationship with patients, relatives, carers, other health and social care colleagues and voluntary organisations
• Respect privacy, dignity, needs and beliefs of patients and carers
• Act in a way which is welcoming to the individual, which is non-judgemental and respectful of their circumstances, feelings and rights
• Provide cover for colleagues who are absent from work due to sickness or holidays

Education and development

• Participate in any training and development activities arranged by the Practice
• Complete mandatory e-learning training
• Participate in an annual performance review
• Maintain an awareness of all practice policies and procedures.

Confidentiality

• Maintain confidentiality relating to patients, staff, visitors and general practice business
• Uphold the Caldicott Report Principles with respect to the confidentiality of patient identifiable information
• Comply fully with the Data Protection Act 1988 and General Data Protection Regulations 2018

Health and Safety

• Be aware of an employees responsibilities under the Health and Safety at Work Act (1974)
• Take care of your own health and safety, and not interfere with or misuse, anything provided for your health and safety or welfare
• Cooperate with employers to ensure compliance with health and safety requirements
• Report all non-clinical and clinical accidents or incidents promptly and when requested, co-operate with any investigations undertaken

Security

• Remain vigilant at all at all times  and report any suspicious activity to your line manager
• Keep surgery keys and fobs safe
• Not sharing door access codes or alarm codes
• Ensuring that all external doors and windows are closed and setting the intruder alarm if you are the last person to leave the building

Equality, Diversity and Inclusion (EDI)

Demonstrate a positive attitude towards EDI and not discriminate against patients, their families or colleagues on the grounds of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex or sexual orientation.