Patient Services Officer

Whitehall Medical Practice; West Midlands; On-site; GBP 21,000 - 26,000; Full time

Job summary

Whitehall Medical Practice is seeking a dedicated Patient Services Officer to join our GP surgery. The role focuses on delivering a warm, efficient front-line service to patients and visitors, handling a high volume of calls, and coordinating appointments with accuracy and empathy.

You will maintain confidential records, liaise with clinical staff, and respond to queries professionally while upholding GDPR standards. The role runs Monday to Friday, 11:00–18:30, at our West Midlands site.

Qualifications

• Excellent communication and interpersonal skills are essential.
• Experience delivering high-quality customer service in a busy setting is desirable.
• Ability to manage sensitive information with confidentiality and discretion.

Responsibilities

• Deliver a professional, warm, and efficient front-line service to all patients and visitors.
• Handle a high volume of telephone calls with care, accuracy, and empathy.
• Book, amend, and manage patient appointments effectively.
• Process new patient registrations and maintain accurate, confidential records.
• Liaise with clinical staff to direct patients appropriately and safely.
• Respond to patient queries, concerns, and complaints with professionalism.

Skills

Communication skills

Interpersonal skills

Customer service

Organisation

Education

GCSE English & Maths

Tools

Computer systems

Job description

This is not just a receptionist role, it is an opportunity to be part of a Practice and team that is highly trained - values accountability, emotional intelligence, and continuous improvement. We are building a team where people feel supported to be honest, to grow, and to contribute to better patient outcomes every day. This is a full time role with working hours -Monday to Friday 11.00 to 18.30.

Main duties of the job

As a key member of our Patient Services Team, you will:

• Deliver a professional, warm, and efficient front-line service to all patients and visitors
• Handle a high volume of telephone calls with care, accuracy, and empathy
• Book, amend, and manage patient appointments effectively
• Process new patient registrations and maintain accurate, confidential records
• Liaise with clinical staff to ensure patients are directed appropriately and safely
• Manage incoming and outgoing correspondence (letters, emails, system tasks)
• Support day-to-day administrative operations of the practice
• Respond to patient queries, concerns, and complaints with professionalism and understanding
• Adhere strictly to GDPR and patient confidentiality standards at all times
• Contribute to improving systems, safety, and patient experience

About us

Whitehall Medical Practice is a forward-thinking,patient-centred GP surgery of 20,000+ patients; committed to delivering safe, compassionate, andhigh-quality care to our community. We are proud of our supportive team cultureand our focus on continuous improvement and patient safety.

We are looking for a high-calibre Patient ServicesOfficer who is not only capable and efficient, but emotionally intelligent,accountable.

If you are someone who thrives in a fast-paced healthcareenvironment and takes pride in being part of a team that genuinely supports oneanother, we would love to hear from you.

Job responsibilities

Additional Specifications of the Job

Online Triage Systems

• Managing and processing online triage requests
• Safely allocating patient queries according to urgency and practice protocols
• Identifying risk and escalating where appropriate

Clinical Coding

• Understanding and applying accurate clinical coding to patient records
• Ensuring data quality to support patient care and reporting
• Maintaining consistency and attention to detail in coding processes

Prescription Queries

• Handling patient queries relating to prescriptions in line with practice procedures
• Liaising with clinicians and pharmacies to resolve issues
• Recognising urgent medication requests and escalating appropriately
• Assisting patients with NHS App set-up and access
• Supporting patients with identity verification and troubleshooting access issues
• Helping patients understand and use NHS App features appropriately

Legal Documentation & GDPR Compliance

• Handling sensitive patient information in accordance with GDPR regulations
• Supporting administrative processes relating to legal documentation (e.g. subject access requests, consent forms)
• Maintaining strict confidentiality and understanding the importance of data security
• Identifying and appropriately escalating any data protection concerns

Professional Responsibilities

• Adhere to all practice policies, procedures, and protocols
• Maintain confidentiality and comply with data protection legislation at all times
• Work collaboratively as part of a team, contributing to a supportive working environment
• Demonstrate accountability and openness, including reporting errors or risks appropriately
• Participate in training, team meetings, and continuous improvement initiatives

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At Whitehall, how you work matters just as much as what you do. We are specifically looking for someone who:

• Manages emotions exceptionally well. You remain calm, balanced, and professional, even in highly pressured or emotional situations
• Handles conflict constructively andcan navigate difficult conversations with empathy, clarity, and confidence
• Recognise patterns, notice discrepancies, and appropriately raise concerns to support patient safety
• You are open, transparent, and willing to acknowledge your own mistakes in the interest of learning and improving
• You actively support colleagues, put patient and team first, contributing positively to the working environment
• Act with integrity consistently do the right thing, even when it is challenging

Qualifications

• GCSE Grade A to C or equivalent in English & Maths

Experience

• We are seeking a professional, reliable and compassionate individual with excellent communication and interpersonal skills. The successful candidate will be able to provide a high standard of customer service, remain calm and courteous under pressure, and demonstrate strong organisational skills with the ability to manage competing priorities. Applicants must be confident using computer systems, have good attention to detail, and be able to maintain strict confidentiality at all times. Experience of working as part of a team, dealing with members of the public, and handling sensitive information is essential, together with a flexible and proactive approach to supporting patients and colleagues in a busy GP practice environment.
• Experience of working in Patient Facing Services or Customer Services is desirable but not essential.

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.