Patient Services Co-Ordinator

Job summary

The Clift Surgery is looking for a friendly, organised and reliable Patient Services Co-ordinator to join our team.

This is an important and varied role, providing a welcoming first point of contact for our patients while supporting the practice across reception, administration and dispensary services.

Main duties of the job

As a Patient Services Co-ordinator, you will-

• Welcome and assist patients, carers and visitors.

• Answer telephone calls and deal with patient enquiries.

• Manage appointment and patient requests.

• Process e-consults and direct patients to the appropriate service.

• Support repeat prescription and medication requests.

• Assist with dispensary duties, including serving patients, stock management and medication-related administration.

• Carry out general administrative and workflow tasks using systems such as EMIS and Docman.

• Maintain accurate records and patient confidentiality.

• Work closely with doctors, nurses, dispensary staff and the wider practice team.

• Support colleagues during busy periods and help ensure the practice runs safely and efficiently.

About us

This is an excellent opportunity to become part of a supportive rural practice team in a varied role where no two days are quite the same.

You will have the opportunity to develop your skills across patient services, administration and dispensary work while making a real difference to the experience of our patients.

If you are organised, caring, professional and enjoy working as part of a team, we would love to hear from you.

Job responsibilities

JOB TITLE- Patient Services Co-ordinator

REPORTS TO- Operations Management Team

JOB PURPOSE

To provide a friendly, professional and efficient service to patients while supporting the practice with reception, administration and dispensary duties.

The post-holder will be one of the first points of contact for patients and will help ensure the practice operates safely, efficiently and smoothly.

KEY RESPONSIBILITIES

Patient Services and Reception

• Welcome and assist patients, carers and visitors in a polite, calm and respectful manner.

• Answer telephone calls and deal with patient enquiries.

• Manage appointment requests, telephone consultations, home visit requests and other patient requests in line with practice procedures.

• Process medication and repeat prescription requests appropriately.

• Process e-consults and direct patients to the appropriate service or healthcare professional.

• Take accurate messages and ensure information is passed to the appropriate member of staff.

• Maintain patient confidentiality at all times.

• Provide a professional, inclusive and non-judgemental service to all patients.

Dispensary

• Serve patients collecting their medication in a polite and professional manner.

• Process prescription charges and handle payments accurately.

• Process repeat prescription requests as authorised.

• Carry out medication bagging and other dispensary duties once fully trained and authorised.

• Receive deliveries and maintain medication and stock levels.

• Keep the dispensary and reception areas clean, tidy and organised.

• Deal with uncollected medication and returns to stock in accordance with practice procedures.

• Answer general medication queries and refer clinical or dispensing queries to the appropriate qualified member of staff.

• Liaise with pharmacies, suppliers and other organisations when required.

• Maintain accurate dispensary records and use practice systems, including EMIS.

No restricted dispensary or medication duties will be undertaken until the post-holder has completed the required training and received appropriate authorisation.

Administration

• Carry out general administrative and clerical duties.

• Process post, correspondence, filing, scanning and data entry.

• Maintain accurate patient records.

• Complete workflow tasks using EMIS, Docman and other practice systems.

• Provide administrative support to clinical and non-clinical staff.

• Assist with audits, data collection, monitoring and quality improvement activities when required.

Person specification

Experience

Essential

• We are looking for someone who is-
• Friendly, approachable and professional.
• Organised and able to manage a busy workload.
• A good communicator who enjoys working with people.
• Calm and respectful when dealing with patients, including those who may be distressed or require additional support.
• Reliable and able to work effectively as part of a team.
• Comfortable using computers and learning new systems.
• Able to maintain confidentiality and work with sensitive information.
• Flexible and willing to support different areas of the practice when required.