Apprentice Patient Services Advisor

Sub-Roles Within the Apprentice Patient Services Advisor Position:

The Patient Services Team at the Practice rotate across several operational patient services team sub-roles. Each sub-role contributes to safe, efficient patient care and the effective running of the Practice.

1. Call Handling

• Managing high volumes of incoming and outgoing calls.
• Responding to general and complex enquiries and providing information about the practice services.
• Completing Klinik request forms for patients who are unable to do so themselves.

2. Front Desk

• Welcoming and assisting patients on arrival.
• Responding to in-person queries and directing patients appropriately.
• Maintaining a calm, professional, and organised patient-facing environment.

3. Duty Advisor

• Contacting patients on behalf of the Duty GP or ANP.
• Relaying clinical advice, obtaining additional information, and arranging urgent or semi-urgent appointments.

4. Scanning & Document Processing

• Scanning and uploading clinical correspondence into patient records.
• Ensuring documents are accurately assigned and processed.

5. Prescriptions Clerk

• Processing prescription requests in accordance with Practice protocols.
• Responding to prescription-related queries from patients and pharmacies.

The post-holder will also undertake additional administrative duties as required, directed by the Patient Services Manager.

General Patient Services & Administrative Duties:

• Opening and securing the Practice premises, ensuring the building remains safe and secure.
• Maintaining and monitoring the appointments system.
• Processing and distributing incoming and outgoing mail.
• Taking accurate messages and passing information promptly to relevant staff.
• Filing and retrieving paperwork and documentation.
• Entering and collating data accurately in accordance with Practice procedures.
• Communicating effectively with patients, clinicians, colleagues, and external providers.
• Providing clerical support such as photocopying, scanning, and general administrative assistance.
• Keeping the waiting area, noticeboards, and leaflet displays tidy and accessible.
• Managing patient payments when required.
• Emailing patients and healthcare professionals as needed.

Qualification – Customer Service Practitioner Level 2.

All training will take place at The Gables Medical Group, 26 St Johns Road, Bedlington, Northumberland, NE22 7DU.

As an apprentice, full on-the job training will be provided by an in-house trainer. You will also receive input from a college tutor for your qualification assignments.

Upon completion of your 12 month apprenticeship, this will give you great experience to apply for jobs within the NHS in an administrative role.

Option to join NHS pension.

We are a GP Practice in Bedlington, Northumberland, providing Primary Care services to our local population.

Our Clinical Team consists of 3 GP Partners, 4 Salaried GPs, 2 GP Registrars, and an Advanced Nurse Practitioner. The Nursing Team includes 2 Practice Nurses, 1 Nursing Associate, and 3 Healthcare Assistants.

Our Non-Clinical Team is made up of a Practice Manager, Administration Manager, Patient Services Manager, Care Coordinator, Administrators, Medical Secretaries, Patient Service Advisors, and a Medicines/Dispensary Team.

We are part of the Wansbeck Primary Care Network (PCN) and collaborate closely with neighbouring practices. PCN staff include Musculoskeletal Practitioners, Pharmacy Team, a Mental Health Practitioner, a Health & Wellbeing Coach, and Community Link Workers.

 
As a teaching practice, we support GP Registrars, medical students, and nursing students. We foster a culture of innovation, welcoming ideas that improve the quality of our services. Teamwork is at the heart of everything we do, and every role within our practice is valued.