Patient Services Reception Advisor

Job summary

Interviews: 22 September 2026

26.25 hours per week (alternating shift pattern - see attached rota plan)

Shift pattern - Week 1:

• Monday: 08:00 - 13:00
• Tuesday: 13:00 - 18:30
• Wednesday: 08:00 - 13:00
• Thursday: 13:00 - 18:30
• Friday: 08:00 - 13:00

Shift pattern - Week 2:

• Monday: 13:00 - 18:30
• Tuesday: 08:00 - 13:00
• Wednesday: 13:00 - 18:30
• Thursday: 08:00 - 13:00
• Friday: 13:00 - 18:30

12 month fixed term contract

We are looking for a highly motivated, energetic, and enthusiastic team member with excellent communication skills. Your ability to be proactive and experience of working in a customer care and administrative environment will deliver constantly improving levels of service. As a Patient Services Reception Advisor, when dealing with the public, you must be compassionate and discreet; with initiative to work effectively alone and efficiently as part of a team in a very busy, pressurized environment.

You must have excellent IT skills and be a competent user of Word. Importantly, excellent communication and telephone skills coupled with previous reception and administrative skills and experience are essential along with an ability to prioritise and multitask.

Experience of working with SystmOne is desirable, however full training will be provided to the ideal candidates.

Primary Care, within which General Practice sits, is evolving all the time and you must be able to demonstrate a commitment to cover all the multi-facet roles undertaken within a dedicated team, across both sites.

Main duties of the job

Working as part of a team to support the work of doctors and clinicians, the post-holder is

• Responsible for receiving, assisting and directing patients in accessing appropriate services or healthcare in a professional, courteous, efficient and effective manner.
• Responsible to the Reception Manager for the management and operation of the assigned Reception or Sub Reception area at any of the Practices sites, i.e. Sage Cross, Suite 8 and/or Asfordby.

• An important point of contact for patients and is as a focal point of communication between patients, doctors and other medical staff.

About us

Latham House Medical Practice is one of the UKs largest doctors surgeries, based in the Melton Mowbray, Leicestershire.

We are conveniently situated within 30 to 50 minutes of Nottingham, Leicester and Peterborough; Melton Mowbray is a large market town in the fortunate position of being surrounded by picturesque villages, beautiful countryside, and local activities.

Job responsibilities

In proactively managing an allocated reception desk and suite the post-holders role will include

Reception Desk Management

• Meeting and greeting patients in a calm and professional manner and directing patients to the appropriate waiting areas.
• Booking and rescheduling appointments and informing patients of booked, cancelled or rescheduled appointments.
• Liaising with doctors and/or clinicians prior to booking patients appointments and telephone calls.
• Actively manage doctors phone lists to reduce the impact of unnecessary burdens.
• Receiving, making and diverting telephone calls and taking messages.
• Dealing with queries, problems, complaints and registering new patients in accordance with the Practices protocols, policies and procedures.
• Dealing with and responding to requests from doctors and clinicians.
• Co-ordinating administrative procedures, supporting medical examinations and, when required, be a chaperone.
• Dealing confidentially, efficiently and politely with enquiries arising from patients, or from other health professionals in respect of patients, both in person and on the telephone, and in particular enquiries regarding test results.
• Meeting the needs of patients and clinicians.
• Managing and checking patients urine specimen, height, weight and visual acuity and entering the results on the computer.
• Issuing forms and taking payments when applicable.
• Preparing, checking and tidying consultation rooms, treatment rooms and reception areas- including noticeboards and patient information leaflets; ensuring that consultation rooms are equipped and stocked ready for doctors and clinicians to receive patients.
• Ensuring the efficiency of appointment system and monitoring flow of patients into consulting and treatment rooms.
• Ensuring that patients without appointments, but who need 'urgent consultation', are when possible, seen in a logical and non-disruptive manner.
• Explaining Practice arrangements and formal requirements to new patients and those seeking temporary cover.
• Advising patients of the relevant charges for non-paid for services, taking payment and issuing receipts.
• Recording home visits on clinical system including all relevant information and where necessary refer to the Duty Doctor.
• Ensuring that requests for prescriptions are actioned in accordance with the Practices policies and procedures.
• Actioning and recording requests for other services including ambulance transportation and interpreters.

Management of Appointment System

• Ensuring total familiarity with the appointment system including regular and incidental variations.
• Booking appointments, single point of access requests and recalls; and ensuring sufficient information is recorded to retrieve medical records.
• Monitoring the effectiveness of the system and report any problems or variations required.

AccuRx Administration

• Filtering incoming online AccuRx requests
• Completing GP responses from the triaging GP
• Completing AccuRx online administration requests
• Liaising with the triaging GP
• Other duties as appropriate for the role

Administration Duties

• Updating the computer with relevant information.
• Updating the self-check in system when required.
• Checking & actioning cancellation line messages.
• Updating White Boards on a daily basis.
• Filing / checking notes / pulling notes when required.
• Sorting post, scanning and attaching documents to patient records.
• At the end of the evening surgery:

a) Checking and locking rooms

b) Securing the building at the end of the day.

c) Ensuring the car park is empty and locking gates.

d) Refilling doctors / nurses / examination rooms

Person specification

Experience

Essential

• At least 2 years recent experience in a similar role, either paid or unpaid, within either a healthcare, social care, or other patient/customer focused environment.
• Experience of working with IT programs and software such as Microsoft Office, Excel, Word, PowerPoint, Outlook and the internet.
• Evidence of having achieved personal and departmental objectives within the workplace.
• Experience of proactively and effectively managing phone calls/lists and requests from patients.

Desirable

• Experience of working with GP clinical systems such SystmOne, Electronic Prescription Service.
• Experience of handling and dealing with specimens in accordance with Infection Prevention Control policies and procedures.

Additional Requirements

Essential

• Commitment to continuing professional development of self and others.
• Able to maintain the consistent delivery of high-quality services.
• Satisfactory completion of an enhanced check through the Vetting and Barring Service (this will be taken up if offered the post).
• Legal Right to work in the UK
• Hep B/MMR - vaccinated or willing to be vaccinated.
• A commitment to anti-discriminatory practices in employment, training and service delivery.
• An understanding of Health and Safety responsibilities.
• Flexibility in working hours.

Knowledge and Skills

Essential

• Extensive knowledge of IT programs and software such as Microsoft Office, Excel, Word, PowerPoint, Outlook and the internet.
• Able to establish, maintain and develop effective communications across the Practice and with external organisations.
• Excellent ICT skills.
• High level literacy and numeracy skills with a passion for detail and accuracy.
• Discretion in the handling of sensitive and confidential information.
• Excellent interpersonal skills, able to build professional and personal credibility to gain the support of colleagues and external organisations.
• Excellent oral and written communication skills; able to engage effectively with a wide ranges of audiences.
• Excellent time management skills, capable of prioritising and managing competing demands and workloads.

Desirable

• A good level of knowledge and understanding of the primary care sector and the healthcare sector.
• Extensive knowledge of working with GP clinical systems such SystmOne, Electronic Prescription Service.
• A good level of knowledge and understanding in respect of handling and dealing with specimens in accordance with Infection Prevention Control policies and procedures.
• A good level of knowledge and understanding of medical terminology

Personal Attributes

Essential

• Reliable, dependable and maintain confidentiality
• Calm, well organised and methodical
• Demonstrates initiative, flexible, able to prioritise and meet deadlines
• Team worker and team player yet able to work by oneself

Qualifications

Desirable

• At least 5 passes at GCSE Level, or equivalent, and/or a proven level of qualification acquired by experience in a similar role either paid or unpaid.
• An up-to-date Fire Marshal or Fire Warden Training Certificate, or a willingness to undertake such training and maintain such certification.
• An up-to-date Basic Life Support Certificate or a willingness to undertake such training and maintain such certification.