Patient Co-ordinator

NHS; Stroud; On-site; GBP 60,000 - 80,000; Part time

Job summary

A healthcare practice in Stroud is seeking a part-time Patient Co-ordinator to assist patients in accessing healthcare services, manage prescription requests, and support the practice team. The ideal candidate will demonstrate strong customer service skills, an ability to work under pressure, and will be part of a friendly team. Salary starts at £12.21 per hour, increasing to £12.67 upon successful probation.

Qualifications

• Experience of a multi-tasking role.
• Experience of working in a medical/clinical environment.
• Good understanding of confidentiality.

Responsibilities

• Provide general assistance to the practice team.
• Process requests for appointments and consultations.
• Deal with prescription requests according to practice guidelines.

Skills

Good customer and interpersonal skills

Ability to work calmly under pressure

Ability to multi-task and prioritize effectively

Education

Three GCSEs Grade A-C including English and Maths

Customer Service NVQ

Tools

TPP SystmOne

Anima online platform

Job description

Due to the ever-growing population Price's Mill Surgery is looking to recruit a part time new member to join our enthusiastic, supportive and friendly team of Patient Co-ordinators.

In this front of house role you will assist and direct patients to access the appropriate healthcare professional or service and manage prescription requests and queries. The ideal candidate will approach their work in a courteous, professional and efficient way. You will show initiative, be pro‑active and be able to prioritise your workload. You will be part of a dedicated, reliable and high performing team.

The ideal candidate will be someone with good customer and interpersonal skills with the ability to work calmly under pressure.

Salary commences at £12.21 per hour rising to £12.67 per hour upon completion of probation/training.

Hours - 23.5 hours*

Monday: 08:00-13:00

Tuesday: 09:30-13:30 and 14:30-18:30

Thursday: 08:30-14:00

Friday: 12:30-17:30

*Saturday: 09:00-13:00 (on a rotational basis, taken as TOIL or paid)

Flexibility is essential as the role requires rotational cover for Saturday morning enhanced access clinics, plus opportunity for overtime during holiday and other absence cover.

Interviews will be held on Tuesday 30 December 2025

Main duties of the job

The main duties of the role are:

• Provide general assistance to the practice team and project a positive and professional image to patients and other visitors
• Processing requests for appointments, visits and telephone consultations and direct patients to the appropriate healthcare professional or service
• Facilitate effective communication with patients and other service users
• Process repeat prescription requests and deal with prescription queries in accordance with practice guidelines

Please see the attached Job Description and person specification for full details of the role.

About us

Price's Mill Surgery is located in the heart of the beautiful market town of Nailsworth, we are a friendly, progressive practice where effective teamwork enables us to deliver an excellent range of services to our 9000 patients.

Job responsibilities

Duties and Responsibilities

Answering the telephone in a professional manner aiming to answer calls in a timely manner and within 3-5 rings where possible. Assist patients with their queries and signpost them to the most appropriate appointment or service.

Completing triage questionnaires with patients who are unable to use the online platform (Anima)

Prioritising whether calls are urgent or routine and booking patients face to face and via telephone adhering to book on the day slots.

Taking accurate and relevant telephone messages ensuring these are passed to the correct team member.

Daily use of SystmOne clinical system

Daily use of Anima online platform

Deal with all enquiries at the front desk and explain practice policies, giving patients the appropriate paperwork where necessary and taking payment when required.

Dealing appropriately with visit requests and emergency calls.

Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.

Carry out reception duties in line with the Reception Handbook and also following direction from the Patient Services Lead.

Provide general assistance to the Practice team and project a positive and friendly image to patients and other visitors, either in person or via the telephone.

To have a thorough knowledge of all practice procedures.

Process Registration of patients including temporary patients.

Process patient online access requests as appropriate.

Open incoming mail and forward to the appropriate person/team.

Ensure internal mail and samples are sent with the delivery.

Record and pass on messages to clinicians via tasks.

Ensure correct GPs are approached for messages and are not interrupted unnecessarily during consultations.

Process repeat prescription requests in accordance to practice guidelines, using reference to the prescription clerk handbook.

Promote and provide patients with the help and services the Practice can offer which will enable a better patient experience.

Effectively manage own time, workload and resources.

Liaise with other parties, such as the pharmacy or other healthcare workers, in a courteous manner as required for patient care purposes.

Ensuring that the reception office and consulting rooms are kept tidy and well stocked with day‑to‑day requirements.

Ensuring that all public areas are kept tidy and safe at all times.

Fulfil the practice premises requirements on your appointed days. This includes opening up, locking up, ensuring the building is secure and operating the burglar alarm.

Liaise with the management team to identify shortfalls in service provision to improve services to patients or improve the efficiency of the practice.

Attend meetings and undertake further training as required. Such meetings and training may be outside the normal working hours of the post holder.

Any other duties appropriate to the post as delegated by the Patient Services Lead, Practice Manager or GP Partners.

To work in accordance with written protocol.

Working as a flexible member of the team to ensure the smooth running of the practice. This will include working Saturday mornings on a rotational basis to cover enhanced access clinics and also may include overtime to cover absent colleagues or taking on other duties as appropriate.

Person Specification

Experience

• Experience of a multi‑tasking role
• Experience of working in a medical/clinical environment
• Working with TPP SystmOne

Skills and Knowledge

• Ability to multi‑task and prioritise effectively whilst staying calm under pressure
• Good understanding, acceptance and adherence to strict confidentiality
• Ability to communicate effectively and with patience

Qualifications

• Three GCSEs Grade A‑C (or equivalent) including English and Maths
• Customer Service NVQ

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

£12.21 to £12.67 an hourPay increased to £12.67 following completion of probation period