About this role
Job summary
We are seeking two part-time Patient Services Coordinators to join our dynamic and supportive team. The successful candidate will play a vital role in ensuring our patients receive excellent care and support. You will be the first point of contact for patients, helping coordinate appointments, manage enquiries, and support smooth practice operations to include referral and document management.
This role is fast paced, ideal for someone who is organised, compassionate and enjoys working in a busy healthcare environment.
Our Patient Services Coordinators require excellent communication, time management and IT skills, alongside the ability to adapt their approach to meet the individual needs of our diverse patient population.
You will have experience of dealing with the public at all levels. Candidates will be required to work a set shift pattern each week between the hours of 07:45 - 19:00 with an occasional Saturday mornings. Previous GP or NHS experience is desirable but not essential - attitude, teamwork and a positive approach matter most. Flexibility to cover holidays and sick leave is essential. There are two shift patterns available- one comprising 31.75 hours a week, and a second of 25.75 hours.
Benefits include access to a generous NHS pension scheme, staff parking, wellbeing initiatives, social activities and NHS Blue Light Card.
Main duties of the job
As Patient Services Coordinator you will play a key role in ensuring the smooth and efficient delivery of patient-facing administrative services within the practice, providing a high quality, patient focused service to our patients.
The post holder is responsible for coordinating day-to-day patient services, supporting access to care, and providing a high-quality, compassionate service to patients, carers, and colleagues.
Working closely with the clinical teams, the Patient Services Coordinator acts as a central point of contact for patient enquiries, appointment coordination, and service navigation, ensuring that patient needs are addressed appropriately and in line with practice policies and NHS standards.
The role requires excellent communication, organisational skills, and the ability to manage competing priorities in a busy healthcare environment while maintaining confidentiality and professionalism at all times.
The post holder will work closely, and under the direction of the management team to improve standards across a wide range of administrative activity.
About us
We are a friendly, modern Practice aiming to provide a caring and professional service, working in partnership with our patients to offer the best possible healthcare.
We value continuity and confidentiality and have a well-established reputation in the local community. Founded over 50 years ago, we are a modern family practice with a skilled team providing a range of first-class medical services.
We are a teaching practice welcoming University of Bristol medical students, University of the West of England (UWE) nursing students, as well as trainee doctors F2, ST2 and ST3.
We are a member of Healthwest Primary Care Network, sharing innovation and delivery of services at scale to support our patients and staff. The four practices that comprise our PCN are Pembroke Road Surgery, The Family Practice, Whiteladies Medical Group and Student Health Services, part of Bristol University.
Our network covers nearly 72,000 patients locally.
Our network team includes social prescribers, first contact physiotherapists, clinical pharmacists, care coordinators and more.
Job description Job responsibilities
Reception:
Greet patients and visitors in a friendly and professional mannerAnswer incoming telephone calls, process patient triage requests and receive patients at front desk to ensure they access the most appropriate care pathway or healthcare professional in line with practice protocols. This may be a GP, Nurse, Pharmacist, Physiotherapist, Community Pharmacist or other organisation best suited to the patients need.Book, amend, and cancel appointments using the clinical systemManage patient requests for prescriptions, test results, and medical information in line with practice policyMaintain accurate patient records and update demographic detailsSupport clinical staff with administrative tasks as requiredRegister new patients and ensure documentation is completed correctlyOpening and closing proceduresReferrals:Process routine, urgent, and two-week-wait referrals in line with clinician instructionsCreate and submit referrals via the NHS e-Referral Service (eRS) and other required systemsEnsure referral information is complete, accurate, and appropriately codedTrack referrals and follow up outstanding appointments or outcomesEscalate delays, rejected referrals, or urgent concerns to the appropriate clinicianContact patients regarding referral details, appointment booking, and required informationRespond to patient queries about referral status in a clear and professional mannerProvide guidance on next steps while avoiding clinical adviceMaintain accurate patient records and update referral outcomesScan, upload, and file referral correspondenceSupport audits, reporting, and waiting-time monitoringEnsure referrals meet local commissioning and pathway requirementsDocument Management:Process incoming clinical correspondence, including hospital letters, investigation results, and reportsScan, upload, code, and file documents accurately onto the clinical system. Ensure documents are accurately coded in line with practice protocols.Allocate documents to the appropriate clinician or team for actionIdentify and highlight urgent or abnormal information requiring prompt attentionMaintain high standards of data quality and record keepingSupport audits and quality checks relating to document managementReport incidents, data breaches, or concerns in accordance with practice policyProvide cover for the medical reports team
Person Specification
Experience Essential
Administrative experience Computer literate - demonstrable skills in Word, Excel, Internet and Outlook Working with the general public Understanding of confidentiality and Data Protection priniciples Customer service experience
Desirable
Knowledge of Information Governance issues Knowledge of EMIS computer system Working within a healthcare setting Experience of dealing with, and assisting patients or members of the public.
Skills Essential
Ability to cope and work well in a busy and pressured environment Ability to communicate effectively with patients, health professionals, outside agencies and other members of staff Empathy and patience with patients Ability to maintain excellent customer service at all times Ability to deal with difficult situations with a professional approach Ability to assess situations and make appropriate decisions Proactive and able to take initiative Ability to prioritise workload Flexible and positive 'can-do' approach towards work Personal identification with the work of the practice Pride in maintaining good relationships with patients and other staff, ensuring high standards throughout the practice. Able to work as part of a team Punctual and reliable Able to work flexibly in an emergency and to provide extra cover during holidays and sickness absence Smart appearance
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 Pembroke Road Surgery
Address 111 Pembroke Road
Clifton
Bristol
BS8 3EU
Employer's website https://www.pembrokeroadsurgery.co.uk/ (Opens in a new tab)