Job summary
Patient Coordinators are responsible for a wide range of front-line duties and provide essential support to the multidisciplinary team. Key responsibilities include greeting and directing patients, managing the appointment system, booking appointments, and processing information accurately and efficiently.
As the central point of contact for patientswhether face-to-face, by phone, email, or through online systemsPatient Coordinators ensure smooth communication by handling enquiries, distributing messages, and supporting the clinical team. The role also involves liaising with internal staff and external services such as hospitals, community teams, and other healthcare providers.
Delivering excellent customer service, maintaining patient confidentiality, and resolving queries professionally are essential aspects of the role. Patient Coordinators are vital in ensuring patients receive timely, accessible, and well-organised care.
Regular and relevant training is required to keep skills and system knowledge up to date, enabling effective support for both patients and the wider team.
Main duties of the job
The Patient Coordinator provides front-line support to patients and the clinical team. Responsibilities include greeting patients, managing appointments, processing information, and handling enquiries across phone, email, and online systems. Acting as the main point of contact, the role ensures clear communication between patients, staff, and external services. Patient Coordinators help deliver efficient, patient-focused care and are required to complete regular training to stay up to date.
About us
Cornbrook Medical Practice Staff Responsibilities
All staff must uphold professionalism, confidentiality, and respect in line with practice values.
Equality, Diversity & Inclusion
We promote a fair, inclusive environment where patients and staff are treated with dignity, free from discrimination. Everyone has a role in fostering respect and equal opportunity.
Health, Safety & Environment
Staff must take reasonable care of their own safety and that of others. Report hazards and comply with safety laws and procedures at all times.
Confidentiality
Patient information must be kept confidential. Breaches of privacy are serious and may result in disciplinary action.
Continuous Improvement
All staff are encouraged to reflect on their work, share ideas, and help improve service delivery.
Induction & Training
All new staff complete an induction. Ongoing training is essential and supported.
Teamwork & Communication
Effective collaboration and clear communication are vital for delivering safe, high-quality care.
Security
Staff must help maintain a secure workplace. Never share access codes and report any suspicious activity.
Conduct & Dress
Staff must act professionally and dress appropriately for their role.
Leave & Benefits
All staff receive 5 weeks annual leave, plus bank holidays. We offer pension access, wellbeing support, funded training, and a positive, inclusive culture.
Job description
Job responsibilities
The Patient Coordinator plays a key role in ensuring the smooth day-to-day running of the practice's front desk operations. As the first point of contact for patients and external services, the role demands a high standard of professionalism, communication, and attention to detail. Patient Coordinators provide essential support to the clinical and administrative teams, helping to deliver efficient, patient-focused care.
Core ResponsibilitiesThe following are the core duties of the Patient Coordinator. There may be occasions where additional tasks are required, depending on workload and staffing levels:
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a. Appointment Management:
Maintain and monitor the appointment system, ensuring accuracy and efficiency.
-
b. Patient Interaction:
Process appointment requests made in person, via telephone, and online.
-
c. Call Handling:
Answer incoming calls promptly, transferring calls or dealing with requests appropriately.
-
d. Service Signposting:
Direct patients to the appropriate clinician, service, or external provider when necessary.
-
e. Communication:
Initiate and respond to requests from patients, colleagues, and external agencies.
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f. Administrative Support:
Photocopy documentation and provide general clerical assistance as required.
-
g. Mail Management:
Sort, distribute, and prepare incoming and outgoing mail.
-
h. Data Entry:
Accurately input new and temporary patient registrations and update records as needed.
-
i. Policy Compliance:
Adhere strictly to all practice policies, procedures, and confidentiality requirements.
-
j. Record Keeping:
Enter relevant information into patient healthcare records in a timely and accurate manner.
-
k. Information Requests:
Direct internal and external information requests to the correct departments or personnel.
-
l. Query Management:
Resolve or escalate patient and administrative queries efficiently and professionally.
-
m. Workspace Maintenance:
Ensure the reception desk is clean, tidy, and well-organised at all times.
-
n. Waiting Area Oversight:
Monitor and maintain the cleanliness and orderliness of the waiting room.
-
o. Clinical Support:
Assist clinical staff with general administrative and logistical tasks as required.
-
p. Opening/Closing Procedures:
Carry out reception opening and closing duties as scheduled on the duty rota.
Essential Skills and Qualities
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Excellent verbal and written communication
-
Strong organisational and multitasking skills
-
Polite, patient-focused, and professional manner
-
Ability to work both independently and as part of a team
-
Confident in using IT systems, including appointment software and Microsoft Office
-
Adaptable, proactive, and able to manage changing priorities
-
High level of confidentiality and discretion
Training and DevelopmentPatient Coordinators are expected to undertake regular and relevant training to remain up to date with systems, procedures, and best practices. Training may be delivered internally or through approved external providers.
Additional Information
This job description is not exhaustive and may be subject to change, in consultation with the post-holder, to reflect the evolving needs of the practice.
Job description
Job responsibilities
The Patient Coordinator plays a key role in ensuring the smooth day-to-day running of the practice's front desk operations. As the first point of contact for patients and external services, the role demands a high standard of professionalism, communication, and attention to detail. Patient Coordinators provide essential support to the clinical and administrative teams, helping to deliver efficient, patient-focused care.
Core ResponsibilitiesThe following are the core duties of the Patient Coordinator. There may be occasions where additional tasks are required, depending on workload and staffing levels:
-
a. Appointment Management:
Maintain and monitor the appointment system, ensuring accuracy and efficiency.
-
b. Patient Interaction:
Process appointment requests made in person, via telephone, and online.
-
c. Call Handling:
Answer incoming calls promptly, transferring calls or dealing with requests appropriately.
-
d. Service Signposting:
Direct patients to the appropriate clinician, service, or external provider when necessary.
-
e. Communication:
Initiate and respond to requests from patients, colleagues, and external agencies.
-
f. Administrative Support:
Photocopy documentation and provide general clerical assistance as required.
-
g. Mail Management:
Sort, distribute, and prepare incoming and outgoing mail.
-
h. Data Entry:
Accurately input new and temporary patient registrations and update records as needed.
-
i. Policy Compliance:
Adhere strictly to all practice policies, procedures, and confidentiality requirements.
-
j. Record Keeping:
Enter relevant information into patient healthcare records in a timely and accurate manner.
-
k. Information Requests:
Direct internal and external information requests to the correct departments or personnel.
-
l. Query Management:
Resolve or escalate patient and administrative queries efficiently and professionally.
-
m. Workspace Maintenance:
Ensure the reception desk is clean, tidy, and well-organised at all times.
-
n. Waiting Area Oversight:
Monitor and maintain the cleanliness and orderliness of the waiting room.
-
o. Clinical Support:
Assist clinical staff with general administrative and logistical tasks as required.
-
p. Opening/Closing Procedures:
Carry out reception opening and closing duties as scheduled on the duty rota.
Essential Skills and Qualities
-
Excellent verbal and written communication
-
Strong organisational and multitasking skills
-
Polite, patient-focused, and professional manner
-
Ability to work both independently and as part of a team
-
Confident in using IT systems, including appointment software and Microsoft Office
-
Adaptable, proactive, and able to manage changing priorities
-
High level of confidentiality and discretion
Training and DevelopmentPatient Coordinators are expected to undertake regular and relevant training to remain up to date with systems, procedures, and best practices. Training may be delivered internally or through approved external providers.
Additional Information
This job description is not exhaustive and may be subject to change, in consultation with the post-holder, to reflect the evolving needs of the practice.
Person Specification
Qualifications
Essential
- Educated to GCSE level or equivalent
- GCSE Mathematics & English (Grade C or above)
Desirable
- Level 2 Diploma in Reception Operation and Services
- Level 3 Diploma in Office Administration and Reception Skills
- NVQ Level 2 in Health and Social Care or equivalent
Experience
Essential
- Experience of working with the general public
- Experience of administrative duties
Desirable
- Experience of working in a healthcare or general practice setting
- Experience of working with clinical systems (e.g., EMIS, Docman)
Other Requirements
Essential
- Willingness and ability to work flexible hours when required
- Willingness to work across multiple sites if necessary
- Subject to a Disclosure and Barring Service (DBS) check
Personal Qualities
Essential
- Polite, professional, and confident manner
- Flexible, cooperative, and adaptable
- Self-motivated and proactive
- Forward-thinking and keen to improve service delivery
- Trustworthy, with high levels of integrity and loyalty
- Sensitive and empathetic, particularly in distressing situations
- Resilient and able to perform under pressure
Skills
Essential
- Excellent verbal and written communication skills
- Clear, polite, and professional telephone manner
- Strong IT skills and digital literacy
- Competent in the use of Microsoft Office, Outlook and internet-based systems
- Ability to plan, prioritise, and manage time effectively
- Ability to work both independently and collaboratively in a team
- Strong interpersonal and customer service skills
- Problem-solving and analytical thinking
- Ability to follow policies, procedures, and adhere to confidentiality standards
Person Specification
Qualifications
Essential
- Educated to GCSE level or equivalent
- GCSE Mathematics & English (Grade C or above)
Desirable
- Level 2 Diploma in Reception Operation and Services
- Level 3 Diploma in Office Administration and Reception Skills
- NVQ Level 2 in Health and Social Care or equivalent
Experience
Essential
- Experience of working with the general public
- Experience of administrative duties
Desirable
- Experience of working in a healthcare or general practice setting
- Experience of working with clinical systems (e.g., EMIS, Docman)
Other Requirements
Essential
- Willingness and ability to work flexible hours when required
- Willingness to work across multiple sites if necessary
- Subject to a Disclosure and Barring Service (DBS) check
Personal Qualities
Essential
- Polite, professional, and confident manner
- Flexible, cooperative, and adaptable
- Self-motivated and proactive
- Forward-thinking and keen to improve service delivery
- Trustworthy, with high levels of integrity and loyalty
- Sensitive and empathetic, particularly in distressing situations
- Resilient and able to perform under pressure
Skills
Essential
- Excellent verbal and written communication skills
- Clear, polite, and professional telephone manner
- Strong IT skills and digital literacy
- Competent in the use of Microsoft Office, Outlook and internet-based systems
- Ability to plan, prioritise, and manage time effectively
- Ability to work both independently and collaboratively in a team
- Strong interpersonal and customer service skills
- Problem-solving and analytical thinking
- Ability to follow policies, procedures, and adhere to confidentiality standards
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.
