Receptionist (Patient Service Advisor)

We are looking for a friendly, organised, and patient-focused Patient Services Advisor to join our busy and supportive team at Taunton Vale Healthcare.

As a Patient Services Advisor, you will be the first point of contact for patients and visitors, providing a high-quality reception and administrative service. This role is ideal for someone who enjoys working with people, thrives in a fast-paced environment, and takes pride in delivering excellent customer service.

About us

Taunton Vale Healthcare is a well-established GP practice operating across two purpose-built sites in Taunton, providing primary care services to over 13,500 patients. Our Patient Services team plays a vital role in ensuring patients receive efficient, safe, and compassionate support when accessing our services.

Job responsibilities

Key Responsibilities

Patient Care & Communication

• Act as the first point of contact for patients and visitors, both in person and via telephone.
• Provide courteous, efficient, and confidential handling of enquiries.
• Book appointments and process requests for home visits, repeat prescriptions, and test results in line with practice procedures.
• Provide information and guidance to patients regarding practice services and processes.
• Register new patients and ensure all documentation is accurately entered onto the clinical system.

Administration & Data Management

• Maintain accurate patient records using the practices clinical computer system.
• Process incoming and outgoing correspondence, both electronic and paper-based.
• File, scan, and distribute documents efficiently.
• Record and pass on messages accurately to members of the clinical team.
• Handle patient payments for private services in accordance with practice policy.

Operational Support

• Support the smooth day-to-day running of the practice.
• Provide cover during staff absences where required.
• Work flexibly across both practice sites, sometimes at short notice.
• Open and close premises when necessary, including setting and deactivating alarms.
• Maintain tidy, safe, and welcoming reception and waiting areas.

Teamworking & Development

• Participate in team and administration meetings.
• Work collaboratively with colleagues to support high-quality patient care.
• Undertake relevant training to develop skills and knowledge.
• Adhere to practice policies, including confidentiality, data protection, safeguarding, and health & safety.

About You

• Good standard of education, including GCSE (or equivalent) in English and Maths.
• Experience in a busy, Healthcare, patient-facing role.
• Strong communication and interpersonal skills.
• Good IT and data entry skills with strong attention to detail.
• Ability to remain calm and professional under pressure.
• Strong organisational skills and the ability to prioritise workload.
• Understanding of confidentiality and data protection.
• Friendly, reliable, and professional approach to patient care.
• Willingness to work flexibly across both practice sites.
• Experience working in a GP practice.
• Familiarity with clinical systems such as EMIS.
• NVQ Level 2 or 3 in Business Administration, Customer Service, or equivalent.
• Knowledge of NHS primary care services and GP practice procedures.

What We Offer

• Cycle to Work scheme
• Free on-site parking
• Supportive team environment
• Opportunities for training and development

Person Specification

Experience

• Experience in a busy, patient-facing or customer service environment
• Experience using computer systems for data entry and record keeping
• Experience handling confidential and sensitive information appropriately
• Previous experience in a GP practice or healthcare setting
• Experience using clinical systems (e.g. EMIS)
• Experience managing patient enquiries via telephone and face to face
• Experience supporting team coordination or workflow management

Personal Attributes

• Professional, approachable, and patient-focused
• Calm and resilient under pressure
• Highly efficient, adaptable, and organised
• Reliable, punctual, and conscientious
• Able to work independently and as part of a team
• Flexible to work across both sites as required
• Committed to delivering high standards of service
• Positive attitude towards change and continuous improvement
• Confidence in supporting and guiding colleagues

Qualifications

• Good standard of education, including GCSE (or equivalent) in English and Maths.
• Willingness to undertake relevant training
• NVQ Level 2 or 3 in Business Administration, Customer Service, or equivalent
• Training in healthcare administration or customer care

Skills & Knowledge

• Strong problem-solving skills with a proactive and solutions-focused approach
• Ability to work autonomously and make informed decisions
• Excellent communication and interpersonal skills
• Strong organisational skills with the ability to prioritise workload effectively
• High level of accuracy and attention to detail
• Good IT skills, including clinical systems and standard office software
• Understanding of confidentiality and data protection
• Knowledge of GP practice procedures and NHS primary care services
• Understanding of patient flow, and access systems
• Awareness of safeguarding, equality & diversity, and compliance requirements

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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