Membership Support Advisor

Our Clinical Operations Team has an exciting opportunity for a Membership Support Advisor. This role combines customer service excellence with essential operational support tasks in a fast-paced medical environment. You will manage a high volume of inbound and outbound calls while performing administrative duties that ensure the smooth operation of our clinical services.

You will work as part of a team dedicated to delivering a safe, effective, caring, and responsive service to over 90K NHS patients.

We’re looking for motivated individuals who align with GPaH’s mission and demonstrate an energetic work ethic, strong sense of ownership, and the ability to work collaboratively. As the voice of our company, you will provide outstanding customer service and administrative support while ensuring compliance with policies and regulatory requirements.

Please note: The role is office based with the potential of becoming hybid - We are based in Euston, London. The working hours will be 40hrs a week (8am-8pm), across Monday to Sunday. Weekends will be rotational.

WHAT YOU’LL WORK ON

• Customer Service:
  • Confident in handling patient calls and queries daily.
  • Provide exceptional service to patients and clinicians via phone and emails.
  • Build positive relationships by addressing needs, queries, and complaints promptly and professionally.
  • Educate and guide patients on GPaH services and how to access appropriately.
  • Cover Front of House as requested
• Administrative Duties:
  • Perform back-office tasks such as data entry, document processing, and scanning.
  • Managing our NHS inbox, answering and directing queries appropriately. 
  • Process inbound and outbound post, including franking.
  • Update medical records and handle referrals, prescriptions, and MED3s (sick notes).
  • Register new NHS patients and process deductions.
  • Referral Processing
  • Summarize new patient records and code clinical correspondence per protocols.
  • Support as required on Rapid Admin requests.
• Collaboration and Improvement:
  • Identify and report areas for service improvement.
  • Escalate patient issues, complaints, and system failures in line with policies.
  • Work with other teams to share information and provide solutions to patients.
  • Help create, maintain, and improve processes and SOPs to enhance service delivery.
• Operational Support:
  • Provide direct support to patients and clinicians.
  • Develop SOPs and processes for rollout across the broader team.
  • Identify potential system failures and assist in resolving them.
  • Meet individual KPIs to contribute to overall team efficiency.

WHAT WE’RE LOOKING FOR

• Experience with NHS SystmOne clinical systems.
• Background in healthcare/Gp practice
• Excellent communication skills (verbal and written).
• Passion for delivering outstanding customer service.
• Strong multitasking and prioritization abilities across various systems.
• Quick learner with logical problem-solving skills.
• Resilient and able to work under pressure in a dynamic environment.
• Proficient in PC-based technologies (e.g., NHS Mail, Microsoft Outlook, Word).
• Positive, collaborative team player who adapts to change.

Desirable:

• Knowledge of medical terminology.
• Experience working shift patterns in customer support or call center environments.
• Interest in healthcare and technology.

WHAT WE OFFER

• Salary: £28,808 pro rota 
• eMed flex-leave
• 5% employer pension contribution
• Life Insurance 4x annual base salary
• Health cash plan
• Employee Assistance Program
• Enhanced Maternity, Paternity and Adoption pay.
• Health & Wellbeing resources
• Eye care voucher reimbursement (up to £20)
• Up to £80 towards noise cancelling headphones