Patient Services Advisor

About Us

[Employer hidden — sign up to reveal] is a flourishing group of three East Cambridgeshire practices in Ely, Haddenham and Soham, together serving c.45,000 patients. As a group, we’ve grown rapidly and now employ more than 170 people across the three practices. We are people-centred in our approach to work and believe that every contact that a patient has with our staff is as valuable as the next in the patient journey. We believe in clinical excellence, and that general practice is the cornerstone of well-being in our community. We are innovative and forward-looking, and we embrace technology to enable more effective, efficient, and connected ways of working to deliver ever better outcomes for our patients.

Our goal is to deliver on the ambitions laid out in the NHS 10 Year Health Plan for England in a way that is locally relevant, valued by patients, and satisfying for our staff. In addition to our core general practice work we run a large clinical research trials unit and we work closely with the ICB to develop innovative ways to improve local service provision. We are the lead practice for one of the two local PCNs and are represented in both.

We are proud to be the host organisation for the NIHR Greater Cambridge & Suffolk Commercial Research Delivery Centre (Primary Care), one of only 14 in England. This prestigious designation recognises our commitment to accelerating commercial clinical research delivery for health and economic benefit across our region.

The Role

We are now looking for a Patient Services Advisor to provide support to our patients to ensure their healthcare needs are met and to our staff to ensure that, together, we offer an outstanding healthcare experience to every patient. Your role has three main aims:

• Facilitate patient access to the appropriate primary care service or healthcare professional
• Ensure effective communication between patients, practice staff (both clinical and non-clinical), as well as wider members of primary and secondary care, and associated healthcare agencies
• Provide wide-ranging administrative support to enable the smooth running of the Practice.

Your Responsibilities

Patient Enquiries

• Deal with a wide range of patient enquiries by telephone, face-to-face, and online through our remote consultation platform, AskMyGP, ensuring that patients are directed to the most appropriate healthcare professional in a timely manner
• Build and maintain a solid grasp of the key pathways to care and the processes required to ensure patients get the care they need
• Communicate proactively with colleagues across the practice to ensure that you and staff are aware of any protocol changes or patient updates, and that patients are always given the most up to date guidance and advice
• Be familiar with the clinical rota on each day, including where clinicians are working, so that you can advise patients accordingly
• Complete new and temporary registrations, explaining practice procedures to patients and ensuring all necessary forms are completed and stored promptly
• Communicate normal test results to patients, and manage any follow up queries
• Act as first point of contact for the organisation, both internally and externally, and signpost effectively
• Record patient communications accurately and succinctly on relevant patient systems, processing and recording information in accordance with practice procedures.

Administration

• Open incoming post, and scan and assign letters from hospitals and outside agencies to the correct notes and Doctors
• Monitor and action individual/team tasks, working collaboratively as a team to ensure tasks are dealt with in a timely manner
• Provide general administrative support to Practice staff as requested.

Practice Support

• Open and lock up the practice premises and maintain security according to the Practice policy
• Transfer telephone system to the out of hours service and back to the Practice according to Practice policy and requirements
• Ensure the non-clinical workspace is kept tidy and organised.

About You

You should have or be:

• Service-minded, driven to help others and make the patient experience as straightforward as possible
• Confident talking to patients from diverse backgrounds with diverse needs, with demonstrable experience of guiding patients through challenging conversations to a successful conclusion
• A diplomatic communicator and skilled listener, effective at representing the organisation professionally, and managing expectations of both colleagues and patients
• Adaptable, responsive, and learning-minded in a fast-paced and rapidly changing environment
• Organised and methodical in your approach, ensuring that tasks and processes are completed on time
• Adept at managing complexity and uncertainty in real time with patients
• Pro-active in spotting issues or gaps in information or process, and finding pragmatic solutions to problems
• Competent in, and keen to learn, the use of technology and software, including online tools, to facilitate more collaborative, effective working and deliver better patient experience.

It would be an advantage if you also:

• Have experience working in Primary Care

How to Apply

If you are interested in this role please send a CV and covering letter to [Employer hidden — sign up to reveal]. Previous applicants need not apply.

Closing date: 17 May 2026 – Please note we reserve the right to close this vacancy early.