Patient Services Coordinator

About Medical Imaging Partnership

Medical Imaging Partnership Ltd (MIP) provides high‑quality diagnostic imaging services, including MRI, CT, X‑ray, Ultrasound and DEXA scanning, across NHS and private sector settings throughout the South Coast. We are dedicated to delivering safe, efficient and patient‑centred imaging services that meet both clinical and operational excellence standards.

Position Overview

This role is accountable for being the first point of contact for patients and service users, providing an in‑depth knowledge of outpatient and diagnostic scheduling procedures. The role will liaise closely with referrers and MIP clinical & non‑clinical teams to ensure patients receive timely and appropriate appointments according to their request and care pathway. It includes scheduling functions, general administrative support and telephone cover as well as off‑site reception cover.

Key Responsibilities

• Acting as the first point of contact for all patient enquiries to MIP.
• Ensuring that the vetting process has been followed in line with departmental guidelines upon receipt of all new referrals.
• Scheduling outpatient and all associated appointments according to clinical urgency and length of wait in accordance with MIP policies and procedures, escalating any exceptions.
• Liaising with patients to agree a mutually convenient date and time, including urgent referrals.
• Reminding patients of their appointments and ensuring departmental standards for notifications and acknowledgements are met.
• Providing a courteous and efficient point of contact face‑to‑face and over the telephone.
• Treating each patient as an individual and ensuring appropriate support is in place (e.g., interpreting support).
• Providing a welcoming reception service and calming patients as required.
• Ensuring that patients and visitors are well informed and that messages are communicated promptly.
• Liaising with medical, nursing and health professional staff to ensure efficient use of all clinics.
• Responding to patient queries or concerns in an effective and professional manner, escalating where appropriate to Team Leader or Line Manager and assisting if further investigation is needed.
• Maintaining up‑to‑date knowledge of rules and protocols to fully utilise clinical capacity.
• Reviewing cancelled or on‑hold patients with the team and taking appropriate action.
• Understanding scheduling and admin procedures across all modalities and contracts.
• Responding to telephone, e‑mail or written queries within the appropriate timeframe and escalating if necessary.
• Recording patient cancellations and changes appropriately on all relevant MIP and external systems.
• Uploading referrals that require manual entry to MIP systems within set timescales.
• Forwarding clinical reports and notifying critical findings to referrers within set timeframes.

This list is not exhaustive. All colleagues have responsibility for following company policies and Health & Safety guidelines.

Skills

• Excellent communication skills.
• Good IT skills.
• Flexible approach.
• Good organisational skills.

Experience

• Previous healthcare experience would be desirable.
• Previous experience of dealing with telephone customers is desirable.

Key Competencies

• Problem‑solving and critical thinking.
• Time management.
• Adaptability and creativity.

Reporting Line

Referral Centre Team Leader.

Company Culture & Values

Our team is experienced in providing all aspects of a high‑quality diagnostic scanning service. They are here to help patients every step of the way, ensuring their scan is as comfortable and effective as possible.