Patient Services Co-ordinator

Reports to:

Patient Services Manager, Deputy Practice Manager or Practice Manager

The Patient Services Coordinator provides a friendly, efficient service for patients and visitors while supporting the clinical and administrative work of the practice. The postholder works across reception and administrative functions, helping patients access the right service and ensuring that information, correspondence, tasks and referrals are handled accurately and promptly.

• Welcome and assist patients and visitors, answer telephone calls and respond to queries through digital channels.
• Manage appointment requests, patient registrations and updates to patient records.
• Process incoming post, emails, clinical documents and digital inboxes, including Accurx and ERS.
• Review administrative tasks, gather relevant information and resolve routine queries within agreed procedures.
• Escalate clinical or urgent concerns appropriately.
• Process referrals, Advice and Guidance requests, prescription requests and delegated reports or forms.
• Support clinicians and colleagues with data entry, scanning, filing and other administrative work.
• Check non-NHS work for completeness and record chargeable work in line with practice procedures.
• Maintain confidentiality and follow information governance, safeguarding, health and safety and security procedures.
• Work flexibly with colleagues to provide cover, share workload and maintain a consistent service.

The postholder will have experience in reception, administration or a patient-facing role, preferably in a GP practice or NHS setting. They will have good communication, organisation and IT skills; strong attention to detail; and the ability to prioritise work, use initiative and remain calm when dealing with challenging situations. They must be able to maintain confidentiality, work well as part of a team and be willing to learn practice systems and procedures.