Job Description

JOB SUMMARY

Job Title:

Patient Services Coordinator

Location:

Ballards Walk Surgery - Basildon

Salary:

Dependent on experience

Hours:

30 hours per week (part-time)

Accountable to:

Service Manager

About Us

We are a busy and friendly GP surgery with 13,000 patients based in Basildon, Essex, committed to delivering high-quality care to our patients and a supportive environment for our staff. We are seeking a proactive and approachable individual to join our team in a key role that supports patients, staff, and clinicians.

Job Summary

The Patient Services Coordinator will act as a central point of contact within the surgery, providing day-to-day support to both patients and the clinical and administrative teams. This person will be responsible for resolving patient queries, managing concerns and complaints with empathy and professionalism, and ensuring smooth coordination of patient services. This is a highly visible, hands-on role for someone who enjoys being involved in all aspects of practice operations.

Key Responsibilities

Patient Support:

Act as the first point of escalation for patient queries that cannot be resolved at the reception level. Respond to patient concerns and complaints, ensuring they are acknowledged, investigated, and resolved appropriately and in line with NHS guidance. Liaise with patients to provide updates, explanations and reassurance as required.

Staff Support:

Support reception and administrative staff in managing complex or sensitive patient queries. Offer guidance and assistance to junior or new staff. Escalate matters to the Practice Manager or clinical team as necessary.

Clinical Support:

Work closely with the clinical team to ensure that non-clinical aspects of patient care (e.g., appointment logistics, follow-ups, information requests) are handled efficiently. Assist in coordinating patient pathways across services when needed.

Operational Duties:

Identify recurring issues in patient feedback and help develop solutions or service improvements. Maintain accurate records of complaints, concerns and outcomes. Ensure any patient feedback or learning is communicated appropriately and used to improve service delivery. Cover other administrative tasks within the practice as required.

Person Specification

Essential:

Excellent interpersonal and communication skills. Experience in a customer-facing or patient support role. Strong organisational skills and the ability to manage competing priorities. Calm, empathetic and professional approach, particularly when dealing with sensitive or challenging situations. Ability to work both independently and as part of a team.

Desirable:

Previous experience working in a GP surgery or primary care setting. Familiarity with SystmOne clinical system. Understanding of the NHS complaints process and safeguarding procedures.

What We Offer

Supportive, inclusive working environment. Opportunity to make a real impact on the patient experience. Ongoing training and professional development.
Job Type: Part-time

Pay: 12.68 per hour

Application question(s):

Do you hold a valid driving license?
Work Location: In person

Reference ID: BAS/2805