Patient Care Advisor - Receptionist
- Employer
- St Peter’s Medical Centre
- Location
- Brighton, BN1 4LA
- Contract
- Permanent
- Posted
- 1 October 2026
- Closing date
- 12 October 2026
Role overview
Are you a friendly, organised and compassionate person who enjoys helping others and thrives in a busy, team-focused environment? If so, we would love to hear from you.
St Peters Health Centre is looking for an enthusiastic Patient Care Advisor (PCA) to join our practice team. As one of the first points of contact for our patients, you will play an important role in making sure every patient feels welcomed, listened to and supported.
This is a varied and rewarding role combining excellent customer service with reception and administrative duties. You will help patients access the right care by managing appointment requests, providing clear information, supporting the use of digital services such as SystmConnect and the NHS App, and signposting patients to appropriate NHS and community services.
Youll be joining a busy, supportive practice where teamwork and providing an excellent patient experience are at the heart of what we do. We are looking for someone with strong communication and customer service skills who can remain calm under pressure, use their initiative and work positively as part of a wider multidisciplinary team.
Previous general practice experience is desirable, but a willingness to learn and develop is equally important. If you are approachable, adaptable and passionate about helping people access the right care, we would be delighted to receive your application.
As a Patient Care Advisor, you will be at the heart of the practice, helping patients access the care and support they need while ensuring their experience with us is positive, efficient and compassionate. Your day will be varied and will involve communicating with patients face-to-face, by telephone and through our digital systems.
Show full NHS role information
You will listen to patients, understand what they need and help them navigate the most appropriate route for their care. This may include arranging appointments, supporting online requests, providing information or directing patients to other NHS and community services.
Alongside patient-facing work, you will carry out a range of administrative tasks to support our clinical team and keep practice services running smoothly. Accuracy, confidentiality and good communication are therefore essential.
You will work closely with GPs, nurses, other healthcare professionals and administrative colleagues, supporting one another during busy periods and responding to the changing needs of the practice. This is a busy and responsible role where no two days are quite the same.
It would suit someone who enjoys working with people, can prioritise effectively and takes pride in providing excellent service to patients. Patient Care Advisor (PCA) Job Description Responsible to: Patient Care Advisor Team Leader / Patient Care Advisor Manager Accountable to: Patient Care Advisor Manager / Practice Manager Hours: As agreed, with flexibility required to meet service needs.
The Patient Care Advisor (PCA) is the first point of contact for patients accessing the practice and plays a vital role in delivering an efficient, professional and compassionate service. The post holder will provide high-quality reception and administrative support, ensuring patients are signposted to the most appropriate service while supporting the safe and effective operation of the practice.
You will work collaboratively with the wider multidisciplinary team to provide an excellent patient experience and contribute to the smooth running of practice services. Welcome patients and visitors in a courteous, professional and compassionate manner.
Provide excellent customer service both face-to-face and over the telephone, dealing with enquiries sensitively and efficiently. Maintain patient confidentiality, manage difficult conversations calmly and professionally, and promote a positive image of the practice.
Answer incoming calls promptly and courteously, assess patient needs using agreed protocols and signpost appropriately. Book, amend and cancel appointments using SystmOne and manage appointment requests in accordance with practice policies and total triage processes.
Take accurate messages and ensure timely communication with clinicians and colleagues. Support patients who are unable to complete SystmConnect requests independently and complete requests on their behalf where appropriate.
Promote and support the use of the NHS App, SystmConnect and other online services, ensuring sufficient information is obtained to enable appropriate clinical triage. Book, amend and cancel appointments across clinical services, ensuring patients are booked into the most appropriate appointment type.
Explain appointment processes clearly and escalate urgent clinical concerns in accordance with practice policy. Help patients access the most appropriate NHS or community service.
This includes Pharmacy First, community pharmacies, NHS 111, urgent treatment centres, community services, social prescribing, mental health services, local authority services and voluntary organisations. Process new patient and temporary resident registrations, update demographic information, verify identity where required and maintain accurate patient records.
Provide administrative support to the clinical team, including raising pathology and diagnostic test requests where authorised, booking interpreters, processing post, scanning and workflowing clinical correspondence and supporting wider practice administrative processes. Maintain accurate and timely information within SystmOne, follow document management procedures and comply with GDPR and Information Governance requirements.
Confidentiality must be maintained at all times. Work collaboratively with clinicians and the wider practice team, support colleagues during busy periods and provide cover across reception positions.
Participate in team meetings and contribute to service development and improvement. Follow practice policies and procedures, report incidents and patient safety concerns and participate in audits and continuous improvement.
Comply with safeguarding, infection prevention and Health & Safety requirements and promote equality, diversity and inclusion. Participate in annual appraisal, complete mandatory training and maintain ongoing professional development.
This job description is not exhaustive and may be amended to meet the changing needs of the practice.