Patient Services Co-ordinator

This Patient Services Coordinator post sits in the reception and admin work at St John's Way Medical Centre, an NHS GP practice in Islington. The work centres on welcoming patients, answering calls and digital queries, and keeping appointments, records and inboxes moving. It combines reception and admin, including referrals, prescription requests and chargeable work, with clinical matters passed to staff. Prior NHS and GP practice experience are both required, along with GCSE English and Maths at grade A to C.

What the job involves

• Welcome patients and visitors, answer calls and respond to queries in person and digitally
• Manage appointment requests, registrations and updates to patient records
• Process incoming post, emails, clinical documents and digital inboxes, including Accurx and ERS
• Review administrative tasks, gather 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
• Check non-NHS work for completeness and record chargeable work
• Support clinicians and colleagues with data entry, scanning, filing and other administrative work
• Maintain confidentiality and follow information governance, safeguarding, health and safety and security procedures
• Work flexibly with colleagues to provide cover, share workload and keep the service consistent

Qualifications

• GCSE grade A to C in English and Maths

Experience

• Experience working in the NHS
• Experience of working in a GP practice
• Experience in reception, administration or a patient-facing role

Skills & knowledge

• Good communication skills
• Good organisation and IT skills
• Strong attention to detail
• Prioritising work and using initiative
• Remaining calm in challenging situations
• Maintaining patient confidentiality

Other

• Working well as part of a team
• Willingness to learn practice systems and procedures

Nice to have

• Experience of working in primary care
• Two years' experience in a GP practice

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