Patient Coordinator

Integrated Care System; Manchester; On-site; GBP 20,000 - 26,000; Full time

Job summary

A leading healthcare practice in Manchester is seeking a Patient Coordinator who will provide critical support to both patients and clinical teams. The ideal candidate will excel in communication and organisation, handling patient interactions and appointment management effectively. Regular training opportunities are provided to enhance skills in line with the practice's commitment to professional development and high-quality patient care.

Benefits

5 weeks annual leave plus bank holidays

Pension access

Wellbeing support

Funded training

A positive, inclusive culture

Qualifications

• Educated to GCSE level or equivalent.
• Experience in administrative duties and working with the general public.
• Experience in healthcare practice is beneficial.

Responsibilities

• Manage appointment requests and greet patients efficiently.
• Ensure patient communication is clear and maintain information confidentiality.
• Assist clinical staff with administrative tasks as required.

Skills

Communication

Organisational

Customer Service

Attention to Detail

Education

GCSE Mathematics & English (Grade C or above)

Level 2 Diploma in Reception Operation and Services

Level 3 Diploma in Office Administration and Reception Skills

NVQ Level 2 in Health and Social Care or equivalent

Job description

Patient Coordinators are responsible for a wide range of front-line duties and provide essential support to the multidisciplinary team. Key responsibilities include greeting and directing patients, managing the appointment system, booking appointments, and processing information accurately and efficiently.

As the central point of contact for patientswhether face-to-face, by phone, email, or through online systemsPatient Coordinators ensure smooth communication by handling enquiries, distributing messages, and supporting the clinical team. The role also involves liaising with internal staff and external services such as hospitals, community teams, and other healthcare providers.

Delivering excellent customer service, maintaining patient confidentiality, and resolving queries professionally are essential aspects of the role. Patient Coordinators are vital in ensuring patients receive timely, accessible, and well-organised care.

Regular and relevant training is required to keep skills and system knowledge up to date, enabling effective support for both patients and the wider team.

Main duties of the job

The Patient Coordinator provides front-line support to patients and the clinical team. Responsibilities include greeting patients, managing appointments, processing information, and handling enquiries across phone, email, and online systems. Acting as the main point of contact, the role ensures clear communication between patients, staff, and external services. Patient Coordinators help deliver efficient, patient-focused care and are required to complete regular training to stay up to date.

About us

Cornbrook Medical Practice Staff Responsibilities

All staff must uphold professionalism, confidentiality, and respect in line with practice values.

Equality, Diversity & InclusionWe promote a fair, inclusive environment where patients and staff are treated with dignity, free from discrimination. Everyone has a role in fostering respect and equal opportunity.

Health, Safety & EnvironmentStaff must take reasonable care of their own safety and that of others. Report hazards and comply with safety laws and procedures at all times.

ConfidentialityPatient information must be kept confidential. Breaches of privacy are serious and may result in disciplinary action.

Continuous ImprovementAll staff are encouraged to reflect on their work, share ideas, and help improve service delivery.

Induction & TrainingAll new staff complete an induction. Ongoing training is essential and supported.

Teamwork & CommunicationEffective collaboration and clear communication are vital for delivering safe, high-quality care.

SecurityStaff must help maintain a secure workplace. Never share access codes and report any suspicious activity.

Conduct & DressStaff must act professionally and dress appropriately for their role.

Leave & BenefitsAll staff receive 5 weeks annual leave, plus bank holidays. We offer pension access, wellbeing support, funded training, and a positive, inclusive culture.

Job responsibilities

The Patient Coordinator plays a key role in ensuring the smooth day-to-day running of the practice's front desk operations. As the first point of contact for patients and external services, the role demands a high standard of professionalism, communication, and attention to detail. Patient Coordinators provide essential support to the clinical and administrative teams, helping to deliver efficient, patient-focused care.

Job description

Job responsibilities

The Patient Coordinator plays a key role in ensuring the smooth day-to-day running of the practice's front desk operations. As the first point of contact for patients and external services, the role demands a high standard of professionalism, communication, and attention to detail. Patient Coordinators provide essential support to the clinical and administrative teams, helping to deliver efficient, patient-focused care.

Core Responsibilities

The following are the core duties of the Patient Coordinator. There may be occasions where additional tasks are required, depending on workload and staffing levels:

• a. Appointment Management:Maintain and monitor the appointment system, ensuring accuracy and efficiency.

• b. Patient Interaction:Process appointment requests made in person, via telephone, and online.

• c. Call Handling:Answer incoming calls promptly, transferring calls or dealing with requests appropriately.

• d. Service Signposting:Direct patients to the appropriate clinician, service, or external provider when necessary.

• e. Communication:Initiate and respond to requests from patients, colleagues, and external agencies.

• f. Administrative Support:Photocopy documentation and provide general clerical assistance as required.

• g. Mail Management:Sort, distribute, and prepare incoming and outgoing mail.

• h. Data Entry:Accurately input new and temporary patient registrations and update records as needed.

• i. Policy Compliance:Adhere strictly to all practice policies, procedures, and confidentiality requirements.

• j. Record Keeping:Enter relevant information into patient healthcare records in a timely and accurate manner.

• k. Information Requests:Direct internal and external information requests to the correct departments or personnel.

• l. Query Management:Resolve or escalate patient and administrative queries efficiently and professionally.

• m. Workspace Maintenance:Ensure the reception desk is clean, tidy, and well-organised at all times.

• n. Waiting Area Oversight:Monitor and maintain the cleanliness and orderliness of the waiting room.

• o. Clinical Support:Assist clinical staff with general administrative and logistical tasks as required.

• p. Opening/Closing Procedures:Carry out reception opening and closing duties as scheduled on the duty rota.

Essential Skills and Qualities

• Excellent verbal and written communication

• Strong organisational and multitasking skills

• Polite, patient-focused, and professional manner

• Ability to work both independently and as part of a team

• Confident in using IT systems, including appointment software and Microsoft Office

• Adaptable, proactive, and able to manage changing priorities

• High level of confidentiality and discretion

Training and Development

Patient Coordinators are expected to undertake regular and relevant training to remain up to date with systems, procedures, and best practices. Training may be delivered internally or through approved external providers.

Additional Information

This job description is not exhaustive and may be subject to change, in consultation with the post-holder, to reflect the evolving needs of the practice.

Person Specification

Qualifications

• Educated to GCSE level or equivalent
• GCSE Mathematics & English (Grade C or above)
• Level 2 Diploma in Reception Operation and Services
• Level 3 Diploma in Office Administration and Reception Skills
• NVQ Level 2 in Health and Social Care or equivalent

Experience

• Experience of working with the general public
• Experience of administrative duties
• Experience of working in a healthcare or general practice setting
• Experience of working with clinical systems (e.g., EMIS, Docman)

Other Requirements

• Willingness and ability to work flexible hours when required
• Willingness to work across multiple sites if necessary
• Subject to a Disclosure and Barring Service (DBS) check

Personal Qualities

• Polite, professional, and confident manner
• Flexible, cooperative, and adaptable
• Self-motivated and proactive
• Forward-thinking and keen to improve service delivery
• Trustworthy, with high levels of integrity and loyalty
• Sensitive and empathetic, particularly in distressing situations
• Resilient and able to perform under pressure

Skills

• Excellent verbal and written communication skills
• Clear, polite, and professional telephone manner
• Strong IT skills and digital literacy
• Competent in the use of Microsoft Office, Outlook and internet-based systems
• Ability to plan, prioritise, and manage time effectively
• Ability to work both independently and collaboratively in a team
• Strong interpersonal and customer service skills
• Problem-solving and analytical thinking
• Ability to follow policies, procedures, and adhere to confidentiality standards

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.