Patient Co-Ordinator in Bristol

Are you passionate about delivering excellent service and making sure patients receive the right care, first time, every time? Our reception team has been praised by patients as 'friendly and welcoming' and for going 'above and beyond to help us fit everything in'. Would you like to join them? We are currently looking to welcome two new Patient Co-ordinators. Our practice has been described by patients as a 'first class health centre' with 'prompt service and brilliant staff'.

We welcome applications from anyone with reception and/or administrative experience. Previous NHS experience is preferred, but not essential. Working hours are within a flexible shift pattern between 7:45am and 6:30pm, Monday to Friday. Occasional Saturday and evening (until 8pm) shifts may be required. We are looking to cover approximately 40 hours per week, which will most likely equate to two part-time roles. A minimum of 20 hours over at least 3 weekdays is required.

PLEASE NOTE: interviews will take place on 19 and virtual interviews will be an option, if required.

Main duties of the job

The role involves being the first point of contact for patients, providing a warm, professional and efficient reception service. Patient Co-ordinators play a key role in supporting access to healthcare services and ensuring patient needs are met promptly and appropriately, while maintaining confidentiality and delivering excellent customer service.

About us

Horfield Health Centre is a vibrant, forward-thinking GP practice dedicated to delivering high-quality, patient-centred care to our community. We pride ourselves on combining traditional values of compassion and respect with modern approaches to healthcare, ensuring we meet the needs of our patients today and in the future.

Our diverse team includes GPs, nurses, healthcare assistants, pharmacists, health & wellbeing practitioners, admin staff & managers, all working collaboratively to provide seamless, effective care. Every member brings unique skills and perspectives, and we support one another through open communication, trust and shared purpose.

The atmosphere at HHC is warm, welcoming, and inclusive. We balance professionalism with a friendly, approachable culture - staff and patients alike often describe the Centre as a place where people feel valued and listened to. We encourage innovation and embrace change when it means improving patient care or making our work more efficient.

We are driven, organised, and committed to excellence. Our team works hard to maintain high standards, but we also know the importance of balance and supporting each other during challenging times. Collaboration, adaptability, and problem-solving are at the heart of everything we do. At HHC, we're more than colleagues we're a team with a shared mission: to deliver the best possible care while creating a workplace where people feel respected, valued, and motivated.

Job responsibilities

• Greet and assist patients in person, by telephone and online in a professional and courteous manner.
• Manage patient queries, providing information or signposting to appropriate services.
• Book, amend and cancel patient appointments in line with practice protocols.
• Support patients in accessing online services and registering for digital tools.
• Handle prescription requests, test results and referral queries sensitively and efficiently.
• Register new patients, process deductions and update records as required.
• Ensure patient information is accurate and up to date in the clinical IT system.
• File, scan and code correspondence in line with practice procedures.
• Monitor and respond to e-mail inboxes, ensuring timely communication.
• Assist in maintaining recall systems for reviews, vaccinations and screening.
• Work collaboratively with all colleagues to maintain smooth workflow.
• Adhere to GDPR, safeguarding and information governance requirements.
• Follow all practice policies including health and safety, equality and diversity, and infection control.

Future Developments: This role will evolve to include part of the working week at our PCN Prescribing Hub, to process prescription requests and respond to medication queries in line with standard operating procedures, under the guidance of clinical colleagues.

Person Specification

• Excellent customer service and communication skills (verbal and written).
• Ability to remain calm, professional and empathetic under pressure.
• Good IT skills (Word, Excel, Outlook), and willingness to learn EMIS and other clinical systems.
• Strong organisational skills with attention to detail.
• Ability to work effectively in a team and independently.
• Commitment to complete patient confidentiality.
• Previous experience working in a healthcare or customer facing role.
• Knowledge of the NHS and GP practice processes.
• Experience with clinical systems such as EMIS.
• Understanding of medical terminology.

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.

£12.71 to £13.26 an hour Pay depending on experience.