About this role
Job summary
The Patient Services Coordinator will provide high-quality administrative support for the Federations Enhanced Access Service, known as EA, Same Day Access Service and emerging patient services. The post holder will manage patient bookings from multiple waiting lists, coordinate appointments, support referral processes, and ensure accurate rota and clinic template management on SystmOne.
This role underpins the smooth running of the Federations EA clinics and new service pathways (e.g., Frailty, ADHD), working closely with the Managing Director, Enhanced Access Patient Services Coordinator, Federation Project Administrator, GP practices, clinicians, and partner organisations. It is a nonpatient-facing role, focused on scheduling, coordination, and service administration rather than direct patient contact.
We are recruiting for 25-30 hours per week, covering Monday - Friday.
Main duties of the job
1. Enhanced Access Booking & Scheduling
- Scheduling patients into Enhanced Access clinics in accordance with protocols.
- Manage text communications to patients, ensuring messages are accurate, timely and in line with protocols.
- Optimise appointment utilisation, ensuring all available slots are appropriately filled.
- Maintain accurate and up-to-date appointment records, clinic schedules and templates within SystmOne.
- Work collaboratively with the Enhanced Access Patient Services Administrator to support smooth day-to-day service delivery.
- Liaise with GP practices to resolve booking or referral queries and ensure all required information is complete.
2. Frailty Service Coordination
- Managing and allocating patients to the correct service element.
- Booking extended home visit appointments for frailty clinicians.
- Coordinate MDT involvement.
3. Support for New Patient Services (e.g., ADHD, SDA, LTC clinics)
4. Rota & Workforce Administration
5. Referral & Communication Support
6. General Administrative Duties
7. Meetings / Training Coordination (Cover & Support Role)
About us
Hinckley and Bosworth Medical Alliance is a GP Federation that supports 12 GP practices across the Hinckley and Bosworth Locality, which forms 3 Primary Care Networks.
This is an exciting opportunity, and as outlined above we are ideally looking for someone to work 5 days a week, between 5 and 6 hours per day.
Benefits that we offer include
- Access to the NHS Pension
- Eyecare Scheme
- Funded CPD Days
- Access to NHS Staff discount scheme
- Minimum of 25 days annual leave per year, plus bank holidays. This increases with length of service
- Repayment of professional membership costs
- Repayment of professional indemnity costs
- Cycle to work scheme
- Repayment of DBS update costs
Job description Job responsibilities
1. Enhanced Access Booking & Scheduling
Schedule patients from approved waiting lists into Enhanced Access clinics in accordance with service protocols. Manage outgoing and incoming text communications to patients, ensuring messages are accurate, timely and in line with service protocols. Optimise appointment utilisation by ensuring all available slots are appropriately filled. Maintain accurate and up-to-date appointment records, clinic schedules, and templates within SystmOne. Work collaboratively with the Enhanced Access Patient Services Administrator to support smooth day-to-day service delivery. Liaise with GP practices to resolve booking or referral queries and ensure all required information is complete. Monitor and manage the Enhanced Access mailbox, ensuring timely responses and task completion. Complete designated Enhanced Access administrative tasks as required. Provide administrative support for staff rota management. Assist with the coordination and maintenance of clinical rotas.
2. Frailty Service Coordination
Manage frailty waiting lists and allocate patients to the correct service element (48hour discharge review, step-up CGA, proactive CGA). Book extended home-visit appointments for frailty clinicians, ensuring appropriate scheduling, travel time, and lone-working considerations. Coordinate MDT involvement, including community services, adult social care, and practice-based staff, ensuring all relevant professionals are informed and able to contribute. Liaise with GP practices to confirm patient details, gather missing information, and support proactive identification of patients who may benefit from a CGA. Maintain accurate records of referrals, CGA outcomes, follow-up actions and MDT recommendations. Support clinicians with pathway administration, including documentation templates, activity logs, and data capture required for monitoring and evaluation. Ensure timely communication with practices regarding visit outcomes, follow-up actions, safeguarding concerns, or onward referrals. Assist with service mobilisation tasks such as rota creation, clinic template setup, and coordination of training sessions for clinicians joining the frailty service. Monitor capacity and demand within the frailty service, escalating issues to the Enhanced Access Patient Services Administrator or Service Manager where required.
3. Support for New Patient Services (e.g., ADHD, SDA, LTC clinics)
Provide administrative support to clinicians delivering new Federation-run services. Manage waiting lists, appointment schedules, and referral information. Assist with mobilisation tasks such as template creation, pathway documentation, and communication with practices. 4. Rota & Workforce Administration
Build, update, and maintain staff rotas for Enhanced Access and Frailty services. Upload rotas, clinic templates, and session details onto SystmOne. Ensure clinicians and practices receive timely updates regarding rota changes. Work with the Federation management team to ensure workforce information is accurate and up to date. 5. Referral & Communication Support
Process referrals into Federation services, ensuring information is complete and appropriately logged. Follow up with practices to obtain missing details or clarify referral requirements. Maintain shared mailboxes and ensure timely responses to queries. Provide clear, professional communication to clinicians, practices, and partner organisations. 6. General Administrative Duties
Maintain accurate records, spreadsheets, and service documentation. Support audit, reporting, and data quality processes. Contribute to continuous improvement of booking, rota, and coordination workflows. Assist with service mobilisation, operational planning, and administrative tasks as required. Support with any ad-hoc projects that arise 7. Meetings / Training Coordination (Cover & Support Role)
Provide cover and administrative support for meetings and training coordination. This includes:
PLT and meeting coordination:
o Booking venues, rooms, and catering for PLT events
o Issuing invitations and monitoring attendance responses
o Supporting agenda production with the relevant Managerial Lead / Clinical Directors
o Organising speakers and advertising sessions when required
Locality / PCN Meetings:
o Provide cover for arranging monthly Locality meetings
o Support preparation and circulation of agendas one week in advance, including minutes and relevant papers
o Take accurate minutes when covering meetings and maintain the action log
Acting Clinical Director (ACD) Meetings:
o Provide cover for arranging monthly ACD meetings
o Support preparation and circulation of agendas one week in advance, including minutes and relevant papers
o Take accurate minutes when covering meetings and maintain the action log
Person Specification
Knowledge and Skills Essential
Excellent communication skills - Written and Oral. Time management and the ability to work to deadlines. High level of accuracy and attention to detail. Interpersonal skills. Strong organisational skills with the ability to manage multiple waiting lists and schedules. Proficient in SystmOne - Appointment ledger, rota and templates Performing under pressure/ ability to remain calm, controlled and professional. Adaptability. Ability to work independently and as part of a multi-agency team Self-motivated / resourceful / ability to take initiative. Confidentiality, integrity and honesty.
Desirable
Negotiation and conflict management. Problem solving skills. Planning and organising.
Experience Essential
Practical experience of working with others. Experience of using own initiative / multi-tasking. Experience of excellent customer service and liaison. Experience of administrative roles within primary care, PCN's or GP Federation.
Desirable
Experience in rota management or workforce scheduling. Experience of working within a General Practice reception environment.
Qualifications Essential
Educated to GCSE Level or quivalent
Desirable
GCSE Maths and English - Grade C or above
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 Hinckley And Bosworth Medical Alliance Ltd
Address Willow View
Field Farm Business Centre
Hinckley Road
Sapcote
LE9 4LH
United Kingdom
Employer's website http://hbma-gpfederation.co.uk/ (Opens in a new tab)