Patient Services Co-ordinator in Newton Abbot

We are seeking dedicated and organised Patient Services Coordinators to join our team. The successful candidates will serve as the primary point of contact for patients, ensuring smooth scheduling, accurate record‑keeping, and excellent customer service. This role offers an opportunity to contribute to patient care delivery in a professional and supportive environment, fostering positive patient experiences and efficient clinic operations.

Main duties of the job:

• Manage patient appointments, including scheduling, rescheduling, and cancellations, using the clinic’s electronic systems.
• Greet patients warmly upon arrival and assist with check‑in procedures.
• Maintain accurate and up‑to‑date patient records in compliance with data protection regulations.
• Answer incoming calls promptly, providing information or directing queries to the appropriate healthcare professionals.
• Ensure repeat prescriptions are generated accurately and efficiently.
• Coordinate with medical staff to ensure timely patient flow and appointment adherence.
• Handle administrative tasks such as processing paperwork.
• Uphold confidentiality and professionalism in all interactions with patients and staff.

Job responsibilities:

• Make and receive a high volume of telephone calls to and from vulnerable patients adhering at all times to practice standards, dealing with patients with respect and dignity, compassion and understanding at all times.
• Directing patients to the appropriate services and transferring calls appropriately.
• Communicate regarding a variety of enquiries on behalf of staff, using initiative and following advice as directed.
• Communicate effectively in discussion and written communication.
• Provide excellent customer care in a calm and professional manner (some situations may be challenging).
• Deal with general enquiries.
• Chaperone Clinical staff (training will be given) when required once a DBS check has been obtained.
• Ensure records and filing systems are maintained in line with Practice policies.
• Ensure all patient contact details are up to date.
• Patient confidentiality - ensure this is not compromised. Where appropriate and possible, offer privacy.
• Acquire and maintain a high knowledge and understanding of the practice organisation and services in order to respond promptly and accurately to patient enquiries.
• Advise patients of relevant charges for private services, accepting payments and issuing receipts for same.
• Assist patients with the self‑check in system.
• Assist patients using our triage system when required (full training will be given).
• Book in visitors and contractors, maintaining records for fire/emergency procedures.
• Undertake any other additional duties appropriate to the post as requested by the Partners of Practice Management.

Skills:

• Excellent organisational skills with the ability to prioritise tasks effectively.
• Strong communication skills, both written and verbal, with a compassionate approach towards patients.
• Ability to work efficiently under pressure while maintaining attention to detail.
• A friendly demeanour combined with a professional attitude is essential for success in this role.
• Strong IT skills, including ability to learn new systems.
• Clear, polite telephone manner.
• Competent in the use of all aspects of MS Office.
• Effective time management.
• Ability to work both as a team member and independently.
• Strong interpersonal skills.
• Problem solving & analytical skills.
• Ability to follow policy and procedure.
• Flexibility to work outside of core office hours.
• Polite and confident.
• Flexible and cooperative.
• Motivated forward thinker.
• Integrity and loyalty.
• Sensitive and empathetic in distressing situations.
• Ability to work under pressure.

Qualifications:

• Educated to GCSE level or equivalent GCSE Mathematics & English (C or above).
• Experience in customer service.
• Proven experience in a healthcare administrative role or similar customer service position with administrative duties.
• Competent in the use of all aspects of MS Office.
• Previous use of SystmOne, Emis or similar.

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.