About this role
Job summary
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.
Main duties of the job
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.
Essential criteria:
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.
Desirable criteria:
Experience of handling deductions & patient registrations.
Familiarity with providing administrative support to clinical professionals.
Competent with EMIS Web, Docman 10, Accurx & Surgery Connect.
Benefits
NHS Pensions scheme
Rural location
5 weeks holiday entitlement (pro rota) + Bank holidays
Inclusive and supportive culture, staff celebrations
Rate of pay
£13.43per hour
Employer details
Employer name
Nettlebed Surgery
Address
Wanbourne Lane, Nettlebed, Henley-on-Thames
Website
Nettlebed Surgery
About us
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.
Job description Job responsibilities
NETTLEBED SURGERY
JOB DESCRIPTION
JOB TITLE: PATIENT SERVICES Coordinator including Relief Receptionist/Administrator
REPORTS TO: PRACTICE MANAGER
Job Summary:
The purpose of this role is to:
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
Duties and responsibilities:
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.
Confidentiality:
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.
Health & Safety:
The post-holder will assist in promoting and maintaining their own and others health, safety and security as defined in the practice Health & Safety Policy, to include:
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
Safeguarding:
All staff will be trained and updated on a regular basis on safeguarding children and vulnerable adults. All staff will be expected to promote and undertake safeguarding in their day-to-day activities. This will include:
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.
Equality and Diversity:
The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:
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.
Personal/Professional Development:
The post-holder will participate in any training programme implemented by the practice as part of this employment, such training to include:
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
Quality:
The post-holder will strive to maintain quality within the practice, and will:
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.
Communication:
The post-holder should recognize the importance of effective communication within the team and will strive to:
Communicate effectively with other team members
Communicate effectively with patients and carers
Recognize peoples needs for alternative methods of communication and respond accordingly.
Contribution to the Implementation of Services:
The post-holder will:
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
Disclosure and Barring Service (DBS) (previously CRB)
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
Person Specification
Qualifications Essential
GCSE grade A to C in English and Maths
Desirable
Qualified to NVQ level 2 in Health and Social Care Qualified in Phlebotomy
Experience Essential
Experience in administration or a reception role (12 months) in a healthcare setting.
Desirable
Experience of working in a GP practice
Soft Skills Essential
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
Desirable
Experience of handling deductions & patient registrations. Familiarity with providing administrative support to clinical professionals. Competent with EMIS Web, Docman 10, Accurx & Surgery Connect
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.
Employer details Employer name Nettlebed Surgery
Address Wanbourne Lane
Henley-on-Thames
RG9 5AJ
United Kingdom
Employer's website https://nettlebedsurgery.nhs.uk/ (Opens in a new tab)