Job Description

JOB PURPOSE

You are passionate about providing excellent service. You want to ensure our patients get the right care, first time, every time.

Our reception team has recently been described by patients as "friendly and helpful" and going "above and beyond to help us fit everything in". Would you like to join them?

Our inclusive and supportive team is looking for another 1 or 2 Patient Co-ordinators. Our practice has been described by patients as a "first class health centre" where everyone is "kind and caring".

We welcome applications from anyone with reception and/or administration experience. Previous NHS experience is preferred, but not essential. Working hours are within a flexible shift pattern between 7.45am and 6.30pm Monday to Friday. Occasional Saturday working, and some weekday evenings to 8pm are required.

We need about 37.5 hours in total - which might be 1 full time person or 2 part-time people. However, we do need a minimum of 20 hours worked over at least 3 weekdays.

PLEASE NOTE: interviews will take place on 14.10.25 and 15.10.25

Virtual interviews will be an option, if required.

Job Summary:

To be the first point of contact for patients, providing a professional, friendly, and efficient reception service. The Patient Coordinator plays a key role in supporting access to healthcare services, ensuring patient needs are met promptly while maintaining confidentiality and delivering excellent customer service.

Person Specification:

Essential:

Excellent customer service and communication skills (verbal and written). Ability to remain calm, professional, and empathetic under pressure. Good IT skills (Word, Excel, Outlook; willingness to learn EMIS or other clinical systems). Strong organisational skills with attention to detail. Ability to work effectively in a team and independently. Commitment to patient confidentiality.

Desirable:

Previous experience in a healthcare or customer-facing role. Knowledge of NHS services and GP practice processes. Experience with clinical systems such as EMIS. Understanding of medical terminology.

Key Responsibilities

The duties and responsibilities to be undertaken by members of the Patient Coordinator 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 Management team, dependent on current and evolving workload and staffing levels.

Patient Reception & Communication

Greet and assist patients in person, by telephone, and online in a professional and courteous manner. Manage patient queries, providing information or signposting to appropriate services. Book, amend, and cancel patient appointments in line with practice protocols. Support patients in accessing online services and registering for digital tools. Handle prescription requests (where appropriate), test results, and referral queries sensitively and efficiently.

Administration & Records

Register new patients, process deductions, and update records as required. Ensure patient information is accurate and up to date in the clinical system. File, scan, and code correspondence (when in line with role) in line with practice procedures. Monitor and respond to electronic inboxes, ensuring timely communication. Assist in maintaining recall systems for reviews, vaccinations, and screening.

Teamwork & Support

Work collaboratively with reception, admin, and clinical colleagues to maintain smooth workflows. Escalate urgent clinical concerns promptly to the appropriate clinician. Provide cover for colleagues during absence or high-demand periods. Participate in team meetings, training, and service improvement projects.

Confidentiality & Compliance

Maintain strict confidentiality of patient and practice information at all times. Adhere to GDPR, safeguarding, and information governance requirements. Follow all practice policies including health and safety, equality & diversity, and infection control.
This job description is not exhaustive and may be reviewed in line with service needs. Duties may change to meet the evolving needs of Horfield Health Centre.

PLEASE NOTE: interviews will take place on 14.10.25 and 15.10.25

Virtual interviews will be an option, if required.

Job Types: Full-time, Part-time

Pay: From 12.21 per hour

Expected hours: 30 - 37.5 per week

Benefits:

Company events Company pension Cycle to work scheme Employee discount Free flu jabs Free parking On-site parking
Work Location: In person

Application deadline: 05/10/2025
Expected start date: 01/11/2025