Job Summary
The Patient Services Coordinator provides a combined front-of-house and administrative service to the Practice, acting as the first point of contact for patients and visitors while also managing the clinical and administrative correspondence, referrals and processes that support patient care. The postholder will work flexibly across reception and administrative functions as directed by the Patient Services Manager, Practice Manager/Deputy Practice Manager, according to current workload and staffing levels.

Main duties of the job
The Patient Services Coordinator is the first point of contact for patients and visitors, supporting reception and the practices administrative work. Main duties include managing appointments, Triage, registrations and records; handling calls, emails, post and digital inboxes; reviewing and routing tasks; Coding, processing referrals and prescriptions; and preparing specialist, safeguarding and chargeable-work paperwork. The role also involves keeping records accurate and confidential, supporting colleagues, maintaining a safe reception environment and completing relevant training.

About us
St Johns Way Medical Centre is a well-established NHS GP practice located in Archway, serving a diverse local population of 12,000 with a strong focus on accessible, high-quality primary care. The practice provides comprehensive medical services including diagnosis and treatment of acute and chronic conditions, preventative care, family planning, maternity services, and a range of diagnostic and screening services.

From its establishment, the practice has aimed to deliver patient-centred care that is responsive, safe, and effective. St Johns Way Medical Centre aims to provide high-quality, accessible, and compassionate primary care to its diverse community, with a strong focus on safety, effectiveness, and patient-centred care. The practice is committed to delivering timely access through a responsive triage system, supporting both physical and mental wellbeing through a multidisciplinary team, and working collaboratively within its Primary Care Network to improve population health and reduce inequalities. It also promotes prevention, early intervention, and digital access where appropriate, while continuously improving services through patient feedback, clinical governance, and a culture of learning.

Job responsibilities
The Patient Services Coordinator provides a combined front-of-house and administrative service to the Practice, acting as the first point of contact for patients and visitors while also managing the clinical and administrative correspondence, referrals and processes that support patient care. The postholder will work flexibly across reception and administrative functions as directed by the Patient Services Manager, Practice Manager/Deputy Practice Manager, according to current workload and staffing levels.

1. Patient-Facing & Front of House Duties

• Open up and lock up Practice premises, maintaining security in accordance with Practice protocols, including setting and disarming alarms.
• Welcome, receive and direct patients and visitors promptly and courteously, ensuring accurate information is given.
• Manage the front desk and answer incoming calls, maintaining an appropriate telephone manner and working knowledge of the telephone system (in and out of hours).
• Deal with patient queries in person, by telephone and through digital channels, treating all patients and visitors with respect, tolerance and sensitivity in line with Practice philosophy.
• Receive deliveries and visitors to the Practice.
• Deal with spillages and samples as required.
• Handle blood test forms and relay ICE results to patients in line with Practice protocol.
• Take and process patient payments.
• Take messages and pass on information accurately and promptly.
• Clear and re-stock consulting rooms as required; keep reception, consulting rooms, notice-boards and office tidy and free from hazards.
• Distribute post in pigeonholes.

2. Appointments, Registrations & Records

• Maintain and monitor the Practice appointments system, processing personal, telephone and online requests for appointments, visits and telephone consultations, directing patients to the appropriate healthcare professional.
• Register new patients and process patient deductions in accordance with Practice guidelines.
• Scan, file and manage incoming and outgoing records (including via Docman & Anima), ensuring accuracy and timeliness.
• Carry out computer data entry, coding, allocation and collation in accordance with Practice procedure.
• Receive, process and action repeat prescription requests accordance with Practice guidelines.

3. Communications, Correspondence & Digital Inbox Management

• Open, process and distribute incoming post and email; frank and send outgoing mail.
• Check and action the Accurx inbox daily, including personal and Teams Accurx mail inboxes.
• Check ERS daily and action anything necessary.
• Monitor clinical and patient emails, dealing with or routing queries appropriately.
• Initiate and respond to contact from patients, colleagues and associated healthcare agencies/providers.

4. Triage & Task Management

• Review all incoming tasks before adding to the triage list, using administrative knowledge, experience and initiative to determine whether a matter can be resolved by administration without clinician involvement.
• Review non-urgent tasks regularly to ensure nothing requires re-prioritising as urgent.
• Take appropriate action on tasks and gather all relevant information before forwarding to a clinician
• Seek advice from the Line Manager where unsure how to handle a task before referring it to a clinician.
• Deal with delegated tasks efficiently according to set guidelines, reporting on progress and any problems.

5. Referrals & Electronic Referral Service (ERS)

• Check and code all NHS 111 documents daily.
• Complete ERS referrals and Advice & Guidance requests daily; forward Advice & Guidance replies to the GP via EMIS task and copy into EMIS.
• Check ERS daily for rejected and cancelled referrals and take appropriate action (task to GP/Urgent GP).
• Check DNAs and task the GP appropriately, paying particular attention to cancer pathway correspondence and vulnerable patients who DNA.

6. Specialist Administrative Processes

• Complete Subject Access Requests (SARs) via iGPR where trained and delegated to do so.
• Process insurance reports (paper and iGPR), PIP applications and Universal Credit forms where trained and delegated to do so, ensuring applications are properly prepared before forwarding to the GP.
• Add death notifications to the relevant list and circulate as required.
• Complete Child in Need and Child Protection reports, ensuring the GP has all relevant and accurate family information before the report is sent.
• Ensure all Coroner requests for information or reports are actioned on the day received wherever possible.
• Log incoming paper reports
• Ensure Safety Netting information is updated weekly.

7. Non-NHS / Chargeable Work

• Check all non-NHS work for completeness and accuracy before forwarding to the GP.
• Record all chargeable non-NHS work on the Non-NHS Tracker (Teams), including the name of the responsible GP.
• Be aware of income-generating activities and ensure Practice policies are followed to support this.

8. General Administrative & Clerical Support

• Provide clerical assistance to Practice staff as required, including word/data processing, filing, photocopying and scanning.
• Order, re-order and monitor stationery and other supplies.
• Liaise with the IT/Clinical System Supplier helpdesk to report and resolve technical problems.
• Ensure administrative tasks are appropriately prepared, providing the GP with all relevant information needed to complete their part of the work.

9. Teamwork, Flexibility & Development

• Work flexibly according to the needs of the Practice and provide cover for absent colleagues.
• Liaise with colleagues to share inbox and correspondence duties across the team, ensuring continuity of service.
• Undertake mandatory and additional training as identified by the Practice.
• Undertake any other duties, appropriate to the grade, as required by the Patient Services Manager/ Practice Manager/Deputy Practice Manager.

10. Information Governance and Confidentiality
The post holder must:

• Maintain strict patient confidentiality at all times.
• Comply with GDPR, Data Protection legislation and NHS Information Governance requirements.
• Access patient information only where there is a legitimate reason to do so.
• Ensure information is recorded, stored and transmitted securely.
• Follow practice policies relating to confidentiality, information security and data breaches.
• Report any actual or suspected information governance incident immediately to the appropriate manager.

11. Safeguarding
The post holder will:

• Understand their responsibilities in relation to safeguarding children and adults.
• Follow practice safeguarding procedures.
• Recognise and appropriately escalate safeguarding concerns.
• Maintain accurate and confidential records.
• Complete relevant safeguarding administrative processes within required timescales.
• Attend safeguarding training appropriate to the role.

12. Health, Safety and Security
The post holder will:

• Comply with practice Health and Safety policies.
• Report hazards, accidents, incidents and security concerns promptly.
• Follow procedures relating to infection prevention and control.
• Maintain a safe and professional reception environment.
• Follow lone-working, fire safety and emergency procedures where applicable.
• Support the safety of patients, staff and visitors within the practice.

13. Teamwork and Professional Responsibilities
The Patient Services Coordinator will:

• Work collaboratively within their team, clinical and management teams.
• Support colleagues during periods of high workload.
• Communicate effectively with clinicians and other members of the multidisciplinary team.
• Participate in practice meetings and training where required.
• Share relevant information with colleagues appropriately.
• Contribute to service improvement and the development of efficient administrative processes.
• Take responsibility for maintaining their own knowledge and skills.
• Undertake additional reasonable duties appropriate to the role as requested by the Line Manager.

14. Accuracy, Quality and Continuous Improvement
The post holder will:

• Maintain a high level of accuracy when entering, processing and communicating patient information.
• Complete work within agreed timescales.
• Identify administrative errors and take appropriate corrective action.
• Report recurring problems and suggest improvements to processes.
• Contribute to audits, reviews and quality improvement activities where required.
• Follow practice policies, procedures and standard operating procedures.
• Ensure that work is appropriately completed before being passed to another member of staff wherever possible.

15. Training and Development
The post holder will:

• Complete all mandatory practice training.
• Maintain competency in relevant clinical and administrative systems.
• Undertake training required for the Patient Services Coordinator role.
• Participate in regular supervision, appraisal and performance reviews.
• Keep up to date with changes to practice procedures, NHS requirements and relevant administrative processes.
• Take responsibility for identifying areas where further training or support is required.

16. General Duties
The post holder will:

• Maintain a professional appearance and conduct.
• Work flexibly according to the needs of the practice.
• Undertake other reasonable duties consistent with the level and purpose of the role.
• Support the practice during periods of increased demand or staff absence.
• Maintain a positive approach to change and service development.
• Promote the practice vision through every interaction with patients, colleagues and external organisations.

Person Specification
Qualifications
Essential

• GCSE grade A to C in English and Maths

Experience
Essential

• GP Practice Experience

Desirable

• Experience of working in primary care

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.

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