Our Clinical Operations Team has an exciting opportunity for a Membership Support Advisor. This role combines customer service excellence with essential operational support tasks in a fast‑paced medical environment. You will manage a high volume of inbound and outbound calls while performing administrative duties that ensure the smooth operation of our clinical services. You will work as part of a team dedicated to delivering a safe, effective, caring, and responsive service to over 90,000 NHS patients.
It is an office‑based role, with potential to become hybrid. The position is located in Euston, London. Working hours are 40 hours a week (8:00‑20:00), Monday to Sunday, with rotational weekends.
WHAT YOU’LL WORK ON
- Customer Service:
- Confidently handle patient calls and queries daily.
- Provide exceptional service to patients and clinicians via phone and email.
- Build positive relationships by addressing needs, queries, and complaints promptly and professionally.
- Educate and guide patients on GPaH services and how to access them appropriately.
- Cover Front of House as requested.
- Administrative Duties:
- Perform back‑office tasks such as data entry, document processing, and scanning.
- Manage our NHS inbox, answering and directing queries appropriately.
- Process inbound and outbound post, including franking.
- Update medical records and handle referrals, prescriptions, and MED3s (sick notes).
- Register new NHS patients and process deductions.
- Referral processing.
- Summarize new patient records and code clinical correspondence per protocols.
- Support as required on Rapid Administrative requests.
- Collaboration and Improvement:
- Identify and report areas for service improvement.
- Escalate patient issues, complaints, and system failures in line with policies.
- Work with other teams to share information and provide solutions to patients.
- Help create, maintain, and improve processes and SOPs to enhance service delivery.
- Operational Support:
- Provide direct support to patients and clinicians.
- Develop SOPs and processes for rollout across the broader team.
- Identify potential system failures and assist in resolving them.
- Meet individual KPIs to contribute to overall team efficiency.
WHAT WE’RE LOOKING FOR
- Experience with NHS SystmOne clinical systems.
- Background in healthcare / GP practice.
- Excellent communication skills (verbal and written).
- Passion for delivering outstanding customer service.
- Strong multitasking and prioritisation abilities across various systems.
- Quick learner with logical problem‑solving skills.
- Resilient and able to work under pressure in a dynamic environment.
- Proficient in PC‑based technologies (e.g., NHS Mail, Microsoft Outlook, Word).
- Positive, collaborative team player who adapts to change.
DESIRABLE
- Knowledge of medical terminology.
- Experience working shift patterns in customer support or call centre environments.
- Interest in healthcare and technology.
WHAT WE OFFER
- Salary: £28,808 pro rota
- eMed flex‑leave
- 5% employer pension contribution
- Health Insurance 4x annual base salary
- Health cash plan
- Employee Assistance Program
- Enhanced Maternity, Paternity and Adoption pay.
- Health & Wellbeing resources
- Eye care voucher reimbursement (up to £20)
- Up to £80 towards noise‑cancelling headphones
Please note that offers of employment are subject to receipt of satisfactory references and an enhanced DBS check.
DIVERSITY & INCLUSION
We believe that difference inspires a better, healthier world. That’s why it’s at the heart of everything we do. From our people to our products, difference enriches every part of our business and creates a culture based on equality of opportunity, and in which all employees can progress their careers. We’re committed to creating an environment of mutual respect where equal employment opportunities are available to all applicants without regard to race, colour, religion, sex, pregnancy status, national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information, and any other characteristic protected by applicable law.
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