Practice Plus Group
Service Advisor
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Location: Bristol (On-site)
We are looking for a Service Advisor to join Practice Plus Group IUC on a 6-month fixed-term contract, with an immediate start available at our office. This is an exciting opportunity for someone looking to build a career within urgent care services, with a clear development pathway into a Health Advisor role following successful completion of training and competency requirements.
Based in our Bristol contact centre, you'll play an important role as the first point of contact for patients and healthcare professionals, providing support, reassurance and guidance while helping ensure people receive the right care at the right time. Through a combination of inbound and outbound calls, you'll help patients access healthcare services and support them throughout their care journey.
A key part of the role involves carrying out patient safety calls to individuals awaiting a clinician call-back, checking on their wellbeing and identifying any changes in symptoms. Your actions will directly contribute to patient safety by ensuring concerns are recognised early and escalated appropriately.
You'll receive comprehensive training and ongoing support to help you succeed, including Clinical Decision Support System (CDSS) training and continued development opportunities. If you enjoy helping people, thrive in a fast-paced environment and are looking for a rewarding role with genuine career progression, we'd love to hear from you.
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Key Responsibilities
As a Service Advisor, you'll be part of a supportive team helping patients access the care and information they need. You'll manage a variety of inbound and outbound calls, support patients throughout their healthcare journey and work closely with healthcare professionals and services to ensure patients receive the right care at the right time.
- Handle inbound and outbound calls, accurately capturing and updating information on clinical systems.
- Support patients and healthcare professionals with enquiries, guidance and service information.
- Conduct patient safety calls to patients awaiting clinician contact and escalate any concerns appropriately.
- Complete patient triage within your scope of training, following established protocols and procedures.
- Signpost callers to the most appropriate healthcare services using available resources and guidance.
- Liaise with healthcare providers and external services to share updates, confirm referrals and support patient care.
- Communicate with empathy and professionalism, including when supporting vulnerable or distressed callers.
- Support safeguarding responsibilities by recognising and escalating concerns in line with local procedures.
- Contribute to service quality, team performance and continuous improvement initiatives.
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What We Look For In You
- Previous experience in a customer service, contact centre, healthcare or patient-facing role.
- Excellent communication and listening skills, with the ability to build rapport and show empathy.
- Strong attention to detail and the ability to accurately record and manage information.
- Confidence using computer systems and working across multiple applications.
- The ability to remain calm and professional when managing sensitive or challenging situations.
- Strong organisational skills and the ability to prioritise effectively in a busy environment.
- A team-focused approach and commitment to delivering outstanding service.
- A willingness to complete all required training and develop into a future Health Advisor role.
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