Patient Services Coordinator

We are seeking a Patient Services Coordinator to joinour dynamic and supportive team. The successful candidate will play a vital role in ensuring our patients receive excellent care and support. You will be the first point of contact for patients, helping coordinate appointments, manage enquiries, and support smooth practice operations to include referral and document management.

This role is fast paced, ideal for someone who is organised,compassionate and enjoys working in a busy healthcare environment.

Our Patient Services Coordinators require excellent communication, time management and IT skills, alongside the ability to adapt their approach to meet the individual needs of our diverse patient population.

You will have experience of dealing with the public at all levels. Candidates will be required to work a set shift pattern each week between the hours of 07:45 - 19:00 with an occasional Saturday mornings. Previous GP or NHS experience is desirable but not essential - attitude, teamwork and a positive approach matter most. Flexibility to cover holidays and sick leave is essential.

Benefits include access to a generous NHS pension scheme,staff parking, wellbeing initiatives, social activities and NHS Blue Light Card.

As Patient Services Coordinator you will play a key role in ensuring the smooth and efficient delivery of patient-facing administrative services within the practice, providing a high quality, patient focused service to our patients. The post holder is responsible for coordinating day-to-day patient services, supporting access to care, and providing a high-quality, compassionate service to patients, carers, and colleagues.

Working closely with the clinical teams, the Patient Services Coordinator acts as a central point of contact for patient enquiries, appointment coordination, and service navigation, ensuring that patient needs are addressed appropriately and in line with practice policies and NHS standards.

The role requires excellent communication, organisational skills, and the ability to manage competing priorities in a busy healthcare environment while maintaining confidentiality and professionalism at all times.

The post holder will work closely, and under the direction of the management team to improve standards across a wide range of administrative activity.

We are a friendly, modern Practice aiming to provide a caring and professional service, working in partnership with our patients to offer the best possible healthcare.

We value continuity and confidentiality and have a well-established reputation in the local community. Founded over 50 years ago, we are a modern family practice with a skilled team providing a range of first-class medical services.

We are a teaching practice welcoming University of Bristol medical students, University of the West of England (UWE) nursing students, as well as trainee doctors F2, ST2 and ST3.

We are a member of Healthwest Primary Care Network, sharing innovation and delivery of services at scale to support our patients and staff. The four practices that comprise our PCN are Pembroke Road Surgery, The Family Practice, Whiteladies Medical Group and Student Health Services, part of Bristol University.

Our network covers nearly 72,000 patients locally.

Our network team includes social prescribers, first contact physiotherapists, clinical pharmacists, care coordinators and more.

Reception:

• Greet patients and visitors in a friendly and professional manner
• Answer incoming telephone calls, process patient triage requests and receive patients at front desk to ensure they access the most appropriate care pathway or healthcare professional in line with practice protocols. This may be a GP, Nurse, Pharmacist, Physiotherapist, Community Pharmacist or other organisation best suited to the patients need.
• Book, amend, and cancel appointments using the clinical system
• Manage patient requests for prescriptions, test results, and medical information in line with practice policy
• Maintain accurate patient records and update demographic details
• Support clinical staff with administrative tasks as required
• Register new patients and ensure documentation is completed correctly
• Opening and closing procedures

Referrals:

• Process routine, urgent, and two-week-wait referrals in line with clinician instructions
• Create and submit referrals via the NHS e-Referral Service (eRS) and other required systems
• Ensure referral information is complete, accurate, and appropriately coded
• Track referrals and follow up outstanding appointments or outcomes
• Escalate delays, rejected referrals, or urgent concerns to the appropriate clinician
• Contact patients regarding referral details, appointment booking, and required information
• Respond to patient queries about referral status in a clear and professional manner
• Provide guidance on next steps while avoiding clinical advice
• Maintain accurate patient records and update referral outcomes
• Scan, upload, and file referral…