Job Description
Job Summary
Patient Services role will support the practice in delivering excellent patient care. They will assist and direct patient in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.
You will be joining our Patient Services Team in this role designed to make patient interactions with the practice more streamlined and efficient. Your focus will be on meeting the individual needs of every patient.
If you share our values of collaboration, integrity, quality, respect and wellbeing and are looking for a new challenge, we would love to hear from you.
Main duties of the job
Our successful candidate will have a busy and varied role which will include providing care navigation/signposting to patients. Deal with general enquiries, explain procedures and make new and follow up appointments. Performing a range of administrative duties to support patient care and supporting our frontline reception services during peak calling times.
You will excellent communication skills and the confidence to work in a busy and demanding environment. Experience of general administration processes and record keeping will be helpful and you must be computer literate with the ability to learn our IT systems quickly. Above all, you will be committed to delivering high quality patient care.
About Us
We are a large rural practice with over 35,000 patients. As a single-practice Primary Care Network, we have a wonderful opportunity to transform care for our patients. We operate from 7 locations across Holderness and you must also be willing to travel between sites as necessary. Our hard-working and dedicated team includes 23 GPs, an extensive multi-disciplinary team of healthcare professionals and a great patient services and administration team.
We offer a welcoming practice environment, 25 days annual leave plus bank holidays and access to the NHS pension scheme
Date posted
31 January 2026
Pay scheme
Other
Salary
£11.50 to £11.70 an hour In line with Holderness Health Pay Policy
Contract
Permanent
Working pattern
Part-time
Reference number
A1637-25-0131
Job locations
Church View Surgery
5 Market Hill House
Hedon
HU12 8JE
Hedon Group Practice
4 Market Hill
Hedon
Hull
HU12 8JD
Hedon Group Practice
Chapel Lane
Keyingham
Hull
HU12 +RA
Holderness Health
1501 Hedon Road
Hull
HU+ 5NX
St. Nicholas Surgery
Queen Street
Withernsea
HU1+ 2PZ
Hodgson Lane Surgery
Hodgson Lane
Roos
Hull
HU12 0LF
St Patrick's Surgery
St Patrick's Green
Patrington
Hull
HU12 0PF
Job Description
Job responsibilities
JOB TITLE: Patient Services Team Member
REPORTS TO: Patient Services Team Leaders
Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.
Provide general assistance to the practice team and project a positive and friendly image to patients and other visitors, either in person or via the telephone.
Job Duties/responsibilities:
Ensure an effective and efficient patient service is provided to patients and any other visitors to the practice
Provide care navigation/signposting of patients
Deal with all general enquiries, explain procedures and make new and follow-up appointments.
Using your own judgment and communication skills, ensure that patients with no prior appointment but who need urgent consultation are seen in a logical and non-disruptive manner.
Explain practice arrangements and formal requirements to new patients and those seeking temporary cover, and ensure procedures are completed.
Liaise with other clinical staff including District Nurses, Health Visitors etc.
Receive and make telephone calls as required. Divert calls and take messages, ensuring accuracy of detail and prompt appropriate delivery.
Enter requests for home visits into clinical system, ensuring to carefully record all relevant details and referring to duty doctor where necessary.
Advise patients of relevant charges for private (non-General Medical Services) services.
Retrieve and re-file records as required, ensuring strict alphabetical order is adhered to.
Ensure the kitchen is kept clean and tidy and air and tidy the waiting room in turn with other staff.
Premises:
Open up premises at the start of the day when first to arrive, de-activate alarm and make all necessary preparations to receive patients.
When last to leave at the end of the day, ensure that the building is totally secured, internal lights are off and the alarm activated.
Ensure efficient running of appointment system and monitor flow of patients into Treatment/Consulting rooms.
To work in accordance of written protocols
Fax and photocopy as requested
Be able to cover reception positions as necessary
Process patients changes of address computer data and medical records (have knowledge of practice area)
Have working knowledge of telephone/on call system, during and after hours
Ensure building security have thorough knowledge of doors/windows/alarm and report any concerns
Carry out any other tasks allocated by managers
Confidentiality:
In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately
In the performance of the duties outlined in this job description, the post-holder may have access to confidential information relating to patients and their carers, practice staff and other healthcare workers. They may also have access to information relating to the practice as a business organisation. All such information from any source is to be regarded as strictly confidential
Information relating to patients, carers, colleagues, other healthcare workers or the business of the practice may only be divulged to authorised persons in accordance with the practice policies and procedures relating to confidentiality and the protection of personal and sensitive data
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, the practice health & safety manual, and the practice infection control policy and published procedures. This will 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
Actively reporting of health and safety hazards and infection hazards immediately when recognised
Keeping own work areas and general/patient areas generally clean, assisting in the maintenance of general standards of cleanliness consistent with the scope of the job holders role
Undertaking periodic infection control training (minimum annually)
Reporting potential risks identified
Demonstrate due regard for safeguarding and promoting the welfare of children.
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 recognises 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 that 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, with 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
Responsible for undertaking own mandatory training as per practice policy
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 recognise 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
The Post-holder Will:
Contribution to the implementation of services:
Apply practice policies, standards and guidance
Discuss with other members of the team how the policies, standards and guidelines will affect own work
Participate in audit where appropriate
Ensure they have a full and clean driving license
Job Description Job Responsibilities
JOB TITLE: Patient Services Team Member
REPORTS TO: Patient Services Team Leaders
Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.
Provide general assistance to the practice team and project a positive and friendly image to patients and other visitors, either in person or via the telephone.
The Post-holder Will:
Apply practice policies, standards and guidance
Discuss with other members of the team how the policies, standards and guidelines will affect own work
Participate in audit where appropriate
Ensure they have a full and clean driving license
Person Specification
Additional Criteria Essential
• Positive and can do attitude.
• Able to learn and adapt quickly.
• Willing to travel as required for the role, including working from any of our 7 sites (Access to a car for work is therefore essential).
• Provide cover for sickness/annual leave when required.
Experience Essential
• At least 2 years working in a customer faced environment.
• Experience of working in an office environment.
• Working in a team Good IT knowledge and skills.
• Awareness of own area policies and procedures/systems.
• Understanding of confidentiality and data protection requirements.
• Good knowledge of admin procedures and systems.
• Able to identify, plan and prioritise own work to achieve deadlines.
• Good listening, written and interpersonal skills with both staff and patients/public.
• Ability to act appropriately on own initiative and reactive to difficult situations.
• Excellent telephone skills.
• Friendly, approachable, flexible manner.
Desirable
• Experience of working in General Practice or NHS Reception experience.
• Experience of MS office packages and clinical systems (Emis).
• Ability to complete online training when required.
• Data protection and patient confidentiality awareness.
• Previous admin position.
• Previous experience of using a multi-line telephone switchboard.
Qualifications Essential
• Good standard of education.
Desirable
• Customer care training/qualification.
Person Specification Additional Criteria Essential
• Positive and can do attitude.
• Able to learn and adapt quickly.
• Willing to travel as required for the role, including working from any of our 7 sites (Access to a car for work is therefore essential).
• Provide cover for sickness/annual leave when required.
Experience Essential
• At least 2 years working in a customer faced environment.
• Experience of working in an office environment.
• Working in a team Good IT knowledge and skills.
• Awareness of own area policies and procedures/systems.
• Understanding of confidentiality and data protection requirements.
• Good knowledge of admin procedures and systems.
• Able to identify, plan and prioritise own work to achieve deadlines.
• Good listening, written and interpersonal skills with both staff and patients/public.
• Ability to act appropriately on own initiative and reactive to difficult situations.
• Excellent telephone skills.
• Friendly, approachable, flexible manner.
Desirable
• Experience of working in General Practice or NHS Reception experience.
• Experience of MS office packages and clinical systems (Emis).
• Ability to complete online training when required.
• Data protection and patient confidentiality awareness.
• Previous admin position.
• Previous experience of using a multi-line telephone switchboard.
Qualifications Essential
• Good standard of education.
Desirable
• Customer care training/qualification.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1+75 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
Holderness Health
Address
Church View Surgery
5 Market Hill House
Hedon
HU12 8JE
Employer's website
https://www.holdernesshealth.nhs.uk/ (Opens in a new tab)
