Patient Care Advisor (PCA) Job Description
Responsible to: Patient Care Advisor Team Leader / Patient Care Advisor Manager
Accountable to: Patient Care Advisor Manager / Practice Manager
Hours: As agreed, with flexibility required to meet service needs.
Job Purpose The Patient Care Advisor (PCA) is the first point of contact for patients accessing the practice and plays a vital role in delivering an efficient, professional and compassionate service. The post holder will provide high-quality reception and administrative support, ensuring patients are signposted to the most appropriate service while supporting the safe and effective operation of the practice. You will work collaboratively with the wider multidisciplinary team to provide an excellent patient experience and contribute to the smooth running of practice services.
Patient Reception and Customer Service
Welcome patients and visitors in a courteous, professional and compassionate manner. Provide excellent customer service both face-to-face and over the telephone, dealing with enquiries sensitively and efficiently. Maintain patient confidentiality, manage difficult conversations calmly and professionally, and promote a positive image of the practice.
Telephone Handling and Patient Access
Answer incoming calls promptly and courteously, assess patient needs using agreed protocols and signpost appropriately. Book, amend and cancel appointments using SystmOne and manage appointment requests in accordance with practice policies and total triage processes. Take accurate messages and ensure timely communication with clinicians and colleagues.
Digital Patient Support
Support patients who are unable to complete SystmConnect requests independently and complete requests on their behalf where appropriate. Promote and support the use of the NHS App, SystmConnect and other online services, ensuring sufficient information is obtained to enable appropriate clinical triage.
Appointment Management
Book, amend and cancel appointments across clinical services, ensuring patients are booked into the most appropriate appointment type. Explain appointment processes clearly and elevate urgent clinical concerns in accordance with practice policy.
Patient Navigation and Signposting
Help patients access the most appropriate NHS or community service. This includes Pharmacy First, community pharmacies, NHS 111, urgent treatment centres, community services, social prescribing, mental health services, local authority services and voluntary organisations.
Registration and Patient Administration
Process new patient and temporary resident registrations, update demographic information, verify identity where required and maintain accurate patient records.
Clinical and General Administration
Provide administrative support to the clinical team, including raising pathology and diagnostic test requests where authorised, booking interpreters, processing post, scanning and workflowing clinical correspondence and supporting wider practice administrative processes.
Information Management and Governance
Maintain accurate and timely information within SystmOne, follow document management procedures and comply with GDPR and information governance requirements. Confidentiality must be maintained at all times.
Team Working
Work collaboratively with clinicians and the wider practice team, support colleagues during busy periods and provide cover across reception positions. Participate in team meetings and contribute to service development and improvement.
Quality, Safety and Equality
Follow practice policies and procedures, report incidents and patient safety concerns and participate in audits and continuous improvement. Comply with safeguarding, infection prevention and Health & Safety requirements and promote equality, diversity and inclusion.
Personal Development
Participate in annual appraisal, complete mandatory training and maintain ongoing professional development.
Other Duties
This job description is not exhaustive and may be amended to meet the changing needs of the practice.
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