Patient Services Advisor

Responsible for participating in the delivery of a safe, efficient, and patient‑focused service. This will focus on the outward facing aspects of Patient Services: patient relationships, quality, and safety. To guide patients in the best use of resources within the Practice and in the wider NHS, enabling them to access the most effective help for their presenting need. You will need to be forward thinking and able to adapt to change effectively and positively in line with the organisational goals to provide a cost‑effective service to our patients.

An new position within our Patient Services team working 20 hours over two days (Thursday and Friday). We are seeking a friendly, organised, and customer focused individual to support patients, clinicians, and visitors. The role includes managing enquiries both in person and by phone, ensuring all communication is handled professionally, accurately, and confidentially. You will book appointments, process home visit requests, relay test results, signpost patients to appropriate services, and maintain clear handovers between shifts.

The position requires regular monitoring of NHS email accounts, Clarity Teamnet, and online systems to action messages, training updates, and policy changes promptly.

You will manage new patient registrations, online access requests, ENG Medicals, referral processing, and visitor sign‑ins, while ensuring waiting areas, notice boards, documentation, and sample procedures are maintained to a high standard. The role includes taking patient payments, completing daily card machine reconciliations, printing appointment lists, checking 111/CCAS requests, and following fire and panic alarm procedures.

You will also support Online Triage by processing Anima requests, booking appointments as directed by clinicians, converting patient queries into triage submissions, managing task and waiting lists, and following safeguarding procedures for children and young people.

Elmham Group of Practices is a well established, dispensing GP surgery serving 10,000 patients across two sites in North Elmham and Swanton Morley. Located in the rural countryside of Mid Norfolk and within easy reach of Norwich, we are supported by a dedicated team of more than 40 clinical and administrative staff who work collaboratively to deliver high quality patient care in a friendly and supportive environment.

We are also a committed training practice, supporting GP registrars, nursing trainees, and the ongoing development of all staff.

Job Responsibilities:

• Ensure patients and visitors enquires are handled courteously, efficiently, and confidentially.
• Answer incoming calls in a friendly, polite, and professional manner ensuring you introduce yourself by name. Consider the request, taking appropriate action or redirecting to other personnel as appropriate.
• Take telephone messages, appointments details and home visit requests accurately and efficiently enter details accurately onto the appropriate system.
• Signpost patients to the most appropriate service, seeking advice if necessary.
• Relay test results to patients.
• Ensure that outstanding matters and information are handed over to a colleague at shift changes.
• Professional handle patients positive/negative feedback initial with a view to calming any emerging situations, seeking advice from or referring to the Patient Services Lead or the Practice Manager as appropriate.
• Check own NHS email frequently during the shift to ensure that all messages are responded to and actioned promptly.
• Check Clarity Teamnet frequently during the shift to ensure awareness of notifications/ outstanding or new training requirements/ update of policies.
• Check generic NHS email frequently during the shift to ensure that all messages are responded to and actioned promptly.
• Be conversant and deal with the procedure for new patient registrations, both hard copies and online registrations via Health Tech. Online access and consent forms are processed. Both hardcopy forms and via the online NHS Portal.
• Be conversant with Panic Alarms system and procedure and act upon as necessary.
• Attend and participate in…