Patient Experience Coordinator

Thornhills Medical Practice; Aylesford; On-site; GBP 21,000 - 27,000; Full time

Job summary

Thornhills Medical Practice in the United Kingdom is seeking a friendly Patient Services Advisor for a permanent role starting early December 2026. You will be the first point of contact for patients, helping them access the right care and supporting our clinical and administrative teams.

Key duties include welcoming patients, booking appointments, handling enquiries in person, on the phone and online, and assisting the clinical team with admin tasks.

Qualifications

• Strong customer service background.
• Excellent communication skills - oral and written.
• Ability to work well in a team and adapt to change.
• Experience in a GP surgery is desirable.
• Ensure that patients and visitors enquiries are handled courteously, efficiently and confidentially.

Responsibilities

• Welcome and guide patients to appropriate services.
• Booking appointments and managing enquiries - in person, telephone and online.
• Assisting the clinical team with administrative tasks.
• Liaising with external agencies and multidisciplinary teams.
• General reception and admin duties.
• Answer incoming calls in a friendly, polite and professional manner.
• Take telephone messages, appointment details and home visit requests accurately and efficiently and enter details on to computer system as appropriate.
• Signpost patients to the most appropriate service, seeking advice if this is not clear.
• Assist patients with completion of their digital triage requests.
• Action Digital Triage requests as per the triaging clinician.
• Attend and participate in team, staff meetings and other meetings as required.
• Ensure that filing, record keeping and distribution of documents and mail are undertaken efficiently and promptly.

Skills

Customer service

Communication

Teamwork

Adaptability

GP surgery experience

Job description

Thornhills Medical Practice in the United Kingdom is seeking a friendly Patient Services Advisor for a permanent role starting early December 2026. You will be the first point of contact for patients, helping them access the right care and supporting our clinical and administrative teams.

Key duties include welcoming patients, booking appointments, handling enquiries in person, on the phone and online, and assisting the clinical team with admin tasks.