Patient Services Coordinator

Job description

Job responsibilities

Key Responsibilities

Patient Access and Support

• Provide a first point of contact for patients via telephone, in person, and online consultation requests
• Support patients in accessing appropriate services
• Provide clear and accurate information regarding practice services and processes
• Book, amend, and cancel appointments using the clinical system and associated hubs
• Maintain a professional, calm, and empathetic approach always
• Escalate urgent or clinically concerning information in line with Practice protocols

• Book appointments accurately and appropriately based on patient need
• Ensure all information provided by patients relating to face to face and telephone based triage requests is recorded accurately
• Signpost online consultation requests to appropriate services or providers where required
• Support the management of appointment availability and utilisation
• Maintain accurate records of patient interactions
• Assist with the processing of online consultation outcomes

• Prepare and submit referrals via NHS eReferral Service including requests for Advice and Guidance
• Ensure referrals meet required standards and contain appropriate information
• Track referrals and follow up where necessary
• Support the monitoring of urgent suspected cancer referrals
• Track patient progress and escalate delays where required
• Assist in maintaining compliance with national targets

• Process results and associated tasks within the clinical system in line with Practice protocols
• Ensure timely allocation and follow up
• Escalate outstanding or urgent items appropriately

• Review, prioritise and process incoming clinical correspondence
• Code and assign documents in line with Practice protocols
• Support clinicians by ensuring relevant information is available when required
• Summarise patient medical records onto the clinical system
• Extract and code relevant clinical information
• Process all information accurately and in a timely manner
• Identify and escalate any urgent or clinically significant information identified within correspondence

• Support the processing of Subject Access Requests (SARs) in line with GDPR
• Assist with preparation and redaction of patient records
• Support medicolegal requests, including insurance and solicitor reports
• Ensure compliance with statutory deadlines
• Assist with the coordination of private medical work
• Track requests and support timely completion
• Liaise with clinicians and external organisations as required

• Use all key systems, including SystmOne, SystmConnect, PATCHS, and NHS Mail, to support patient access and administrative processes
• Send outbound communications via PATCHS and NHS Mail
• Communicate effectively with patients, colleagues, and external organisations
• Liaise with providers such as Leeds Teaching Hospitals NHS Trust

• Support patients and proxies in requesting access to online medical record via systems such as SystmOnline, Airmid, and the NHS App
• Process requests in accordance with Practice policy, information governance requirements, and applicable NHS guidance
• Verify patient identity in line with Practice protocols before granting or updating access
• Provide guidance to patients on how to register for and use online services
• Assist patients with basic troubleshooting and signpost to further support where required
• Escalate any queries relating to restricted or sensitive record access to an appropriate clinician or senior team member

• Act as a chaperone for clinicians where required, in line with Practice chaperone policy
• Ensure patients are aware of the right to request a chaperone during consultations
• Provide reassurance and support to patients during examinations in the role of a chaperone
• Maintain patient dignity, privacy, and respect at al times during chaperoning
• Observe and report any concerns arising during consultations in line with safeguarding procedures

The following apply to all aspects of the role and underpin safe and effective practice:

• Always maintain strict confidentiality in relation to patient, staff, and Practice information
• Ensure conversations involving patient information are conducted in a manner that preserves privacy
• Manage all patient identifiable data in accordance with, GDPR, NHS Information Governance requirements and Practice policies and protocols
• Only share information with authorised individuals on a need to know basis
• Verify patient identity appropriately before disclosing or updating any information
• Use clinical systems (including SystmOne, SystmConnect, and PATCHS) safely and securely
• Report any actual or potential data breaches or information governance concerns promptly in line with Practice procedures
• Maintain a clear desk and secure working environment to protect sensitive information

• Act in accordance with Practice safeguarding policies and procedures at all times
• Recognise and respond to safeguarding concerns relating to children, vulnerable adults, domestic abuse and mental health crisis
• Remain alert to signs of potential abuse, neglect, or exploitation, including concerns identified through all patient interactions and managing clinical correspondence and records
• Escalate safeguarding concerns promptly and appropriately to a clinician or safeguarding lead in line with Practice protocols
• Accurately document safeguarding concerns and actions taken within the clinical system
• Maintain professional boundaries and manage sensitive situations with discretion, empathy, and respect
• Participate in mandatory safeguarding training and keep knowledge up to date
• Contribute to a culture of safety by raising concerns and supporting colleagues where safeguarding risks are known
• Complete all training in respect of the chaperoning role

• Deliver a consistently high standard of customer service across all patient interactions
• Communicate in a professional, courteous, and empathetic manner, both face to face and via telephone or digital channels
• Actively listen to patients to understand their needs and respond appropriately
• Manage challenging or sensitive situations calmly and confidently, including dealing with distressed or frustrated patients
• Promote a positive patient experience by providing clear, accurate, and helpful information
• Collaborate with colleagues to ensure continuity and quality of service
• Support an inclusive approach, ensuring all patients feel respected and able to access services
• Escalate concerns or complaints appropriately in line with Practice procedures

• Manage personal and shared workloads effectively
• Prioritise tasks based on urgency, risk, and service need, using appropriate judgement
• Complete tasks and workflows accurately and within expected timescales
• Monitor outstanding work and take steps to prevent delays or backlogs
• Promptly escalate capacity, workload, or safety concerns to line manager/senior team member
• Maintain a structured and methodical approach to work, ensuring continuity and handover where required
• Adapt to changing demands throughout the working day, including balancing patient contact with administrative duties

• Participate in induction, mandatory training, and annual appraisal processes
• Take responsibility for maintaining and developing knowledge and skills relevant to the role
• Actively engage in learning opportunities, including system training and role specific competencies
• Reflect on performance and identify areas for personal development
• Keep up to date with changes in Practice procedures, NHS guidance, and service delivery models
• Contribute to a culture of learning by sharing knowledge and supporting colleagues where appropriate

• Work flexibly across different functions within the Patient Services team to support service delivery
• Maintain a professional, organised, and proactive approach always
• Adhere to all Practice policies, procedures, and standard operating protocols
• Demonstrate reliability, accountability, and a commitment to high standards of work
• Support team working and contribute positively to the working environment
• Undertake additional duties appropriate to the role, commensurate with training and experience

Person Specification

Knowledge and Skills

Essential

• Excellent communication and listening skills, with the ability to respond to patients with empathy and professionalism
• Ability to prioritise workload and manage competing demands effectively
• Strong organisational skills with strong attention to detail and accuracy
• Ability to follow processes and procedures in a structured and consistent manner
• Good IT skills, including confidence using multiple systems
• Awareness of confidentiality, data protection, information governance and handle sensitive information appropriately

Desirable

• Ability to support patients in accessing services, including digital platforms
• Knowledge of NHS primary care services and patient pathways

Qualifications

Essential

• GCSEs (or equivalent) including English and Maths

Desirable

• NVQ level 3

Experience

Essential

• Experience in a customer service, patient or public facing role
• Experience working in a busy or fast paced environment
• Experience of using IT systems in a work setting

Desirable

• Experience working in a GP Practice, primary care, or wider NHS setting
• Experience of care navigation or appointment management in primary care
• Experience using SystmOne, EMIS Web or similar system
• Experience of document workflow, referrals, or medical administration
• Experience of handling Subject Access Requests, online access requests, or medicolegal work

Personal Attributes

Essential

• Professional, approachable, with a customer, client or patient focus
• Resilient and able to work under pressure in a busy environment
• Well organised, and able to use initiative appropriately
• Proactive approach with ability to take ownership of tasks and responsibilities
• Flexible and adaptable in response to changing service needs along with a reliable strong work ethic and commitment to high standards
• Positive attitude and ability to contribute to a supportive team environment

Role Expectations

Essential

• Willingness to work across both patient facing and administrative functions within the Patient Services team
• Willingness to undertake training relevant to the role, including systems, safeguarding, information governance and other mandatory training
• Willingness to undertake chaperone training and perform chaperoning duties in line with Practice policy
• Commitment to maintaining patient confidentiality and upholding professional standards at all times
• Commitment to continuous learning and personal development
• Willingness to support service improvement and adapt to changes in Practice processes

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.

Employer details

Employer name

The Garden Surgery

Address

2nd Floor East Leeds Health Centre

78 Osmondthorpe Lane

Leeds

West Yorkshire

LS9 9EF

Employer's website

https://www.thegardensurgeryleeds.co.uk/ (Opens in a new tab)