About this role
Job summary
The Patient Services Coordinator provides a welcoming and efficient service for patients and visitors. The role combines reception and administrative work, helping the practice run smoothly and supporting the delivery of patient care. The postholder works flexibly across the team, using their training and administrative judgement to resolve routine queries and direct clinical matters appropriately.
Main duties of the job
- Welcome patients and visitors, answer calls and handle queries in person and through digital channels.
- Manage appointments, registrations, patient records and incoming correspondence.
- Monitor inboxes, tasks and electronic referrals, gathering relevant information and escalating concerns when needed.
- Process administrative work such as prescription requests, reports, forms and chargeable services when trained and delegated.
- Support clinicians and colleagues with accurate data entry, filing, scanning and other administrative tasks.
- Maintain patient confidentiality, follow safeguarding and information governance procedures, and help keep the practice safe and organised.
About us
St Johns Way Medical Centre is an NHS GP practice in Islington, providing primary care to the local community. Our services include GP and nursing appointments, long-term condition management, vaccinations, prescriptions, referrals and preventative care.
- We work as a multidisciplinary team of GPs, nurses, management and patient services staff, alongside local NHS and community partners. We aim to provide safe, accessible and respectful care, supported by clear communication, effective teamwork and well-organised administrative processes.
Job description
Job responsibilities
Patient Services Coordinator
Reports to: Patient Services Manager, Deputy Practice Manager or Practice Manager
Job summary
The Patient Services Coordinator provides a friendly, efficient service for patients and visitors while supporting the clinical and administrative work of the practice. The postholder works across reception and administrative functions, helping patients access the right service and ensuring that information, correspondence, tasks and referrals are handled accurately and promptly.
Main duties
- Welcome and assist patients and visitors, answer telephone calls and respond to queries through digital channels.
- Manage appointment requests, patient registrations and updates to patient records.
- Process incoming post, emails, clinical documents and digital inboxes, including Accurx and ERS.
- Review administrative tasks, gather relevant information and resolve routine queries within agreed procedures. Escalate clinical or urgent concerns appropriately.
- Process referrals, Advice and Guidance requests, prescription requests and delegated reports or forms.
- Support clinicians and colleagues with data entry, scanning, filing and other administrative work.
- Check non-NHS work for completeness and record chargeable work in line with practice procedures.
- Maintain confidentiality and follow information governance, safeguarding, health and safety and security procedures.
- Work flexibly with colleagues to provide cover, share workload and maintain a consistent service.
Person specification
The postholder will have experience in reception, administration or a patient-facing role, preferably in a GP practice or NHS setting. They will have good communication, organisation and IT skills; strong attention to detail; and the ability to prioritise work, use initiative and remain calm when dealing with challenging situations. They must be able to maintain confidentiality, work well as part of a team and be willing to learn practice systems and procedures.
Person Specification
Experience
Essential
- Experience working in NHS
Desirable
- Experience of working in primary care
- Experience of working in a GP practice
Qualifications
Essential
- GCSE grade A to C in English and Maths
- GP Practice Experience
Desirable
- 2 years experience in GP Practice.
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
St John’s Way Medical Centre
Address
96 St. John's Way
London
N19 3RN
United Kingdom
Employer's website
https://www.stjohnsway.nhs.uk/ (Opens in a new tab)