Patient Services Coordinator
Nettlebed Surgery
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Résumé du poste
Nettlebed Surgery is seeking an enthusiastic Patient Services Coordinator with reception/administration experience in a healthcare setting to join our small, friendly team of two GP Partners and supportive clinical staff.
You will manage front-desk duties, registrations, referrals and appointment administration, while delivering compassionate patient support and ensuring efficient, friendly service for all patients.
Qualifications
- Experience in administration or a reception role (12 months) in a healthcare setting.
- Enthusiastic team player with a keen eye for detail.
- A highly organised individual who can manage daily tasks.
- A passion for providing exceptional patient support.
- Ability to time-keep efficiently & meet SLAs as required.
- Excellent communication skills (written and oral).
- Flexible, cooperative & polite.
Responsabilités
- Offer general assistance to the practice team and project a positive and friendly image to patients and visitors.
- Receive, assist and direct patients to appropriate services or healthcare professionals.
- Undertake a variety of administrative duties to assist in the smooth running of the practice.
- Facilitate effective communication between patients and primary/secondary care and other healthcare agencies.
Connaissances
Formation
Outils
Description du poste
We are currently seeking an enthusiastic & diligent Patient Services Coordinator. Ideally, you will have previous receptionist/administrator experience in a healthcare setting. We are a friendly and cohesive team of two GP Partners, two Salaried GPs and an excellent clinical support team including Nurses, Health Care Assistants and a Clinical Pharmacist.
The patient services coordinator role covers all aspects of a busy admin section including reception, telephone enquiries, registrations, summarising patient notes, processing referrals and other general tasks as required.
- Experience in administration or a reception role (12 months) in a healthcare setting.
- Enthusiastic team player with a keen eye for detail.
- A highly organised individual who can manage daily tasks.
- A passion for providing exceptional patient support.
- Ability to time-keep efficiently & meet SLAs as required.
- Excellent communication skills (written and oral).
- Flexible, cooperative & polite.
- Experience of handling deductions & patient registrations.
- Familiarity with providing administrative support to clinical professionals.
- Competent with EMIS Web, Docman 10, Accurx & Surgery Connect
- NHS Pensions scheme
- Rural location
- 5 weeks holiday entitlement (pro rota) + Bank holidays
- Inclusive and supportive culture, staff celebrations
£13.43 per hour
Nettlebed surgery's mission is to provide high quality care through our multidisciplinary team, in an environment that is professional, kind and respectful. We aim to deliver high quality, up-to date care whilst providing a friendly and personal service.
NETTLEBED SURGERY JOB DESCRIPTION JOB TITLE: PATIENT SERVICES Coordinator including Relief Receptionist/Administrator REPORTS TO: PRACTICE MANAGER
- Offer general assistance to the practice team and project a positive and friendly image to patients and other visitors, either in person, via the telephone or by email
- Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way
- Undertake a variety of administrative duties to assist in the smooth running of the practice, including the provision of secretarial and clerical support to the clinical staff and other members of the practice team
- Facilitate effective communication between patients, members of the primary health care team, secondary care and other associated healthcare agencies
The duties and responsibilities to be undertaken by members of the Patient Services team may include any or all of the items in the following list. Duties may be varied from time to time under the direction of the Team Leader/Practice Manager, dependent on current and evolving practice workload and staffing levels:
- Assist patients with enquiries via email, phone, in writing or in person
- Open up/lock up of practice premises and maintaining security in accordance with practice protocols
- Maintain and monitor the practice appointments system, including arranging clinics when necessary.
- Distribute repeat medication to patients calling at the surgery. Take payment as necessary.
- Process personal and telephone requests for appointments, visits, telephone consultations, and ensuring callers are directed to the appropriate healthcare professional. Deal with actions required for test results.
- Be familiar with the clinical records system EMIS
- Process call/recall systems including SMS texting from EMIS
- Process and distribute incoming (and outgoing) mail including electronic documents in Docman (scanning software), and email.
- Taking messages and passing on information.
- Filing and retrieving paperwork. Taking the correct fee for patient documentation when necessary.
- Process repeat prescriptions in accordance with practice guidelines
- Ensure appropriate and accurate patient registrations, deductions and change of details on the Emis database. This will include housekeeping, coding and any other data processing as may be required.
- Ensure that Choose and Book records are up-to-date.
- Undertake computer data entry/data allocation and collation; processing and recording information in accordance with practice procedures
- Ensure that new patient files are created as required. Process patient notes for medical/insurance/solicitor enquiries. Ensure that deducted patient notes are despatched efficiently in line with procedures.
- Initiate contact with and respond to requests from patients, other team member and associated healthcare agencies and providers, eg booking patient transport
- Provide clerical assistance to practice staff as required, including word/data processing, filing, faxing, photocopying and scanning
- Order, re-order and monitor stationery and other supplies
- Deal with clinical waste
- Keep the reception area and main office tidy and free from obstructions and clutter
- Receive and record where necessary surgery cash, cheques and credit card transactions
- Have working knowledge of telephone system, and be familiar with the Out of Hours arrangements for the surgery.
- Maintain the visitor book as necessary.
- Ensure the waiting room is tidy
- Accept and check deliveries. Ensure that fridge items are stored in a fridge immediately upon receipt
- Any other tasks allocated by doctors/Practice Manager
- Undertake relevant training, including completing Teamnet online training modules relevant to the role, and within the timescales identified by the practice.
This Job Description is neither exhaustive nor exclusive and will be reviewed periodically in conjunction with the post holder. The post holder is required to carry out any duties that may reasonably be requested by the Partners or the Practice Manager.
In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately
In the performance of the duties outlined in this Job Description, the post-holder may have access to confidential information relating to patients and their carers, practice staff and other healthcare workers. They may also have access to information relating to the practice as a business organisation. All such information from any source is to be regarded as strictly confidential
Information relating to patients, carers, colleagues, other healthcare workers or the business of the practice may only be divulged to authorised persons in accordance with the practice policies and procedures relating to confidentiality and the protection of personal and sensitive data.
- Using personal security systems within the workplace according to practice guidelines
- Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks
- Making effective use of training to update knowledge and skills
- Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards
- Actively reporting potential health and safety hazards and infection hazards immediately when recognised.
- Keeping own work areas and general/patient areas clean, assisting in the maintenance of general standards of cleanliness consistent with the scope of the job holders role
- Undertaking periodic infection control training
- Reporting potential risks identified
- Be alert to the potential indicators of abuse or neglect
- Know how to act on those concerns in line with local policies
- Locate and understand the practice and local policies on Safeguarding
- Be able to identify the Safeguarding Lead in the Practice, currently Dr Barton.
- Acting in a way that recognizes the importance of peoples rights, interpreting them in a way that is consistent with practice procedures and policies, and current legislation
- Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues
- Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings, priorities and rights.
- Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development.
- Take responsibility for own development, learning and performance and demonstrate skills and activities to others who are undertaking similar work
- Alert other team members to issues of quality and risk
- Assess own performance and take accountability for own actions, either directly or under supervision
- Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the teams performance
- Work effectively with individuals in other agencies to meet patients needs
- Effectively manage own time, workload and resources.
- Communicate effectively with other team members
- Communicate effectively with patients and carers
- Recognize peoples needs for alternative methods of communication and respond accordingly.
- Apply practice policies, standards and guidance
- Discuss with other members of the team how the policies, standards and guidelines will affect own work
- Participate in audit where appropriate.
- Keep up-to-date with new technology which may affect how the post-holder carries out the above tasks
Although the role in Patient Services at Nettlebed Surgery as described above does not indicate a need for a compulsory Disclosure and Barring Service criminal records check under the Positions, Professions, Employment, Offices and Works included in the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975, as shown at https://www.gov.uk/government/uploads/system/uploads/attachment_data/file/409805/DBS_guide_eligibility_v7.pdf it may be deemed to be appropriate for other reasons e.g. so that you may be utilised in providing Chaperone duties.
Last reviewed July 2026
- GCSE grade A to C in English and Maths
- Qualified to NVQ level 2 in Health and Social Care
- Qualified in Phlebotomy
- Experience in administration or a reception role (12 months) in a healthcare setting.
- Experience of working in a GP practice
- Enthusiastic team player with a keen eye for detail.
- A highly organised individual who can manage daily tasks.
- A passion for providing exceptional patient support.
- Ability to time-keep efficiently & meet SLAs as required.
- Excellent communication skills (written and oral).
- Flexible, cooperative & polite
- Experience of handling deductions & patient registrations.
- Familiarity with providing administrative support to clinical professionals.
- Competent with EMIS Web, Docman 10, Accurx & Surgery Connect
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.
Nettlebed Surgery's privacy notice (opens in a new tab)
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