Patient Services Coordinator

Surrey Heath Community Providers Ltd; Camberley; On-site; GBP 40,000 - 60,000; Full time

Job summary

A community healthcare provider in Camberley is looking for passionate Patient Services Coordinators. This role involves supporting GP practices by managing patient communications through calls and digital systems, while providing essential navigation across health services. Effective communication, organization, and a customer service background are crucial. Training includes working directly at local GP practices. This position demands flexibility and a strong team-oriented approach to care delivery, offering a rewarding experience in healthcare.

Qualifications

• Customer-facing service experience preferred.
• Experience coordinating with multiple stakeholders.
• Creative and flexible approach in relationships.
• Reflective and willing to share best practices.

Responsibilities

• Support local GP practices and manage patient contact.
• Use triage skills to direct patients to appropriate support.
• Work in a central Patient Support Centre as part of a team.

Skills

Excellent verbal and written communication skills

Good computer literacy

Ability to work independently

Ability to build professional relationships

Demonstrable planning and organisational skills

High level of health literacy

Education

4 GCSEs (C or above) or equivalent

Tools

Patient clinical system (e.g., EMIS)

Job description

An exciting opportunity has arisen for passionate individuals to join our fantastic team of Patient Services Coordinators at Surrey Heath Primary Care Network (PCN). The Coordinators support local GP practices with incoming and outgoing phone calls and digital communications. They work in our PCN Telephony Hub and are based in our head office in Camberley.

Main duties of the job

The working hours for this role are:

Week 1

• Monday 17:00 - 20:00
• Tuesday 17:00 - 20:00
• Friday 17:00 - 20:00

Week 2

• Monday 17:00 - 20:00
• Tuesday 17:00 - 20:00
• Saturday 8:30 - 13:00

Key responsibilities include working in a telephony/virtual reception capacity, acting as the virtual front door for patients, taking patient calls or enquiries (via telephone and other digital systems), and providing coordination and navigation for patients and their carers across health and care services.

Using effective listening, triage and sign‑posting skills to direct patients to the most appropriate appointment type or alternative route. If required, you may be deployed to the GP surgery for face‑to‑face conversations with members of the public, dealing sensitively with challenging situations.

Job responsibilities

Support multiple local GP practices, working in a central Patient Support Centre as part of a hub team. During the training period you will work directly from one or more local GP practices.

Manage and respond to patient and practice‑initiated contact, including incoming and outgoing phone calls, reviewing and responding to e‑Consults, and providing reception capacity and associated administration. Use triage and sign‑posting skills to direct patients to the right support or appointment type.

Person Specification

Skills – Essential

• Excellent verbal and written communication skills, including effective listening skills, and the ability to communicate at all levels.
• Good computer literacy.
• Ability to work independently and manage own workload.
• Ability to build strong professional relationships.
• Demonstrable planning and organisational skills to deliver targets by deadlines.
• High level of health literacy and excellent written communication.
• Analytical and presentation skills.

Experience – Essential

• Customer‑facing, customer service experience.
• Experience coordinating with multiple stakeholders to meet specified outcomes.

Experience – Desirable

• Working knowledge of general practice or experience in primary care, NHS, or social care.
• Experience using a patient clinical system such as EMIS.
• Knowledge of safeguarding and the Mental Capacity Act.
• Knowledge of local community groups supporting wellbeing.
• Awareness of crisis intervention.
• Experience of quality improvement activity.

Qualifications – Essential

• 4 GCSEs (C or above) or equivalent.

Qualifications – Desirable

• Relevant NVQ Level 3 qualification or equivalent.

Personal Attributes – Essential

• Creative, flexible and sensitive approach to working with people with diverse support needs.
• Team‑working and flexibility to cover a variety of shifts.
• Motivating skill.
• Reflective and able to share best practice with peers.
• Local travel capacity.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and requires a submission to the Disclosure and Barring Service to check for any previous criminal convictions.

Employer details

Employer name

Surrey Heath Community Providers Ltd

Address

Theta Building, Lyon Way
Frimley
Camberley
Surrey
GU16 7ER

Employer's website

https://www.surreyheathcommunityproviders.co.uk/