We are seeking a dynamic, organised and experiencedcPatient Services Co-ordinator (GP Reception and Administrator) to join our GP Surgery in this combined GP Reception and Administration role. This is a self employed contract basis.
Patient Services Coordinator (GP Reception and Administrator) will provide an agreed range of patient-facing and administrative services, supporting the efficient delivery of Practice operations. The role will include reception services, appointment administration, patient correspondence, referrals, clinical administration and general administrative support.
The Patient Services Coordinator (GP Reception and Administrator) will provide a high-quality front-of-house and administrative service, acting as a key point of contact for patients while supporting the smooth and efficient running of the Practice. The role combines reception, appointments, patient records, correspondence, referrals, clinical administration and general administrative duties.
The postholder will be expected to work flexibly across reception and administrative functions, using their knowledge, experience and initiative to resolve appropriate queries and tasks within the administrative team before escalating matters to a clinician. The role requires excellent organisational skills, attention to detail, confidentiality and the ability to work effectively in a busy NHS GP practice environment.
Key ResponsibilitiesPatient-Facing & Reception Duties
- Welcome and assist patients and visitors in a friendly, professional and respectful manner.
- Manage the reception desk and answer incoming telephone calls promptly and professionally.
- Deal with patient queries in person, by telephone and through digital communication channels.
- Take accurate messages and ensure information is passed to the appropriate person promptly.
- Process patient payments and support non-NHS/chargeable services.
- Maintain a clean, safe and professional reception and patient-facing environment.
- Receive deliveries and visitors and support the general security of the Practice.
Appointments, Registration & Patient Records
- Manage the Practice appointment system, including personal, telephone and online appointment requests.
- Direct patients appropriately to the relevant healthcare professional or service.
- Register new patients and process patient deductions in accordance with Practice procedures.
- Scan, file and manage incoming and outgoing patient records and correspondence.
- Carry out accurate data entry, coding, allocation and collation.
- Process repeat prescription requests in accordance with Practice procedures.
Clinical Systems & Digital Working
- Use EMIS confidently and effectively as an essential requirement of the role.
- Maintain accurate patient records and complete administrative tasks within EMIS.
- Action and manage EMIS tasks appropriately.
- Use Docman, Accurx and the Electronic Referral Service (ERS) as required.
- Check and action the Accurx inbox, including relevant personal and Teams Accurx inboxes.
- Check ERS daily and take appropriate action.
- Maintain competency in all relevant clinical and administrative systems.
Referrals & Clinical Administration
- Check and code NHS 111 documentation.
- Complete ERS referrals and Advice & Guidance requests.
- Monitor rejected and cancelled referrals and take appropriate action.
- Monitor DNAs and ensure relevant information is appropriately escalated to the GP.
- Process clinical correspondence and ensure information is accurately recorded and routed.
- Support specialist administrative processes, including SARs, insurance reports, PIP applications and Universal Credit forms where appropriately trained and delegated.
Task Management & Administrative Triage
- Review incoming administrative tasks and use knowledge, training and experience to determine whether matters can be resolved without clinician involvement.
- Prioritise workload appropriately and identify matters requiring urgent attention.
- Gather relevant information before forwarding tasks to clinicians.
- Seek guidance from the Line Manager where unsure how a task should be managed.
- Complete delegated tasks efficiently and within agreed timescales.
General Administration
- Provide administrative and clerical support, including word processing, filing, scanning and photocopying.
- Process incoming and outgoing post, emails and correspondence.
- Maintain accurate and confidential records.
- Order, monitor and replenish stationery and other Practice supplies.
- Liaise with IT and clinical system suppliers where technical issues arise.
- Ensure administrative work is completed accurately and appropriately before being passed to another member of staff.
Teamwork, Confidentiality & Safeguarding
- Work collaboratively with reception, administration, clinical and management teams.
- Provide appropriate cover for colleagues during periods of absence or increased workload.
- Maintain strict patient confidentiality and comply with GDPR and NHS Information Governance requirements.
- Follow Practice procedures relating to safeguarding, confidentiality, information security and data protection.
- Recognise and appropriately escalate safeguarding concerns.
- Complete all mandatory training and maintain relevant knowledge and skills.
Experience & Person SpecificationEssential
- Previous experience working in an NHS GP Practice reception and/or administration environment.
- Demonstrable experience using EMIS – this is an essential requirement for the role.
- Experience using GP clinical and administrative systems.
- Experience using Docman.
- Experience using Accurx.
- Experience using ERS.
- Experience processing iGPR requests.
- Understanding of NHS administrative processes.
- Excellent verbal and written communication skills.
- Strong organisational and time-management skills.
- Ability to prioritise workload and meet deadlines.
- Ability to work independently and use initiative.
- High level of accuracy and attention to detail.
- Ability to maintain patient confidentiality.
- Ability to remain calm and professional when dealing with challenging or difficult situations.
- Good IT skills and confidence in learning and using digital systems.
- Ability to work effectively as part of a multidisciplinary team.
- Knowledge of Information Governance and GDPR.
- Understanding of safeguarding responsibilities.
- Commitment to providing a high-quality patient service.
- Experience of non-NHS work and chargeable services would be advantageous.
General Requirements
The successful candidate will be expected to work proactively rather than simply passing tasks to clinical colleagues. They should be able to use their administrative knowledge, training and judgement to identify matters that can reasonably be resolved within the administrative team before escalating to a clinician.
The postholder must be flexible, willing to support colleagues during periods of increased demand or staff absence, and committed to maintaining high standards of patient service, confidentiality, accuracy and professionalism.
Please note: Previous NHS GP Practice experience and the ability to use EMIS are essential requirements for this position.
Important Contractor Status
This role is intended to operate as a genuine self-employed contractor arrangement. The contractor is engaged to provide an agreed service to the Practice rather than being employed as a member of Practice staff.
Pay: £525.00 per week
Application question(s):
- How many years of Emis do you have?
Experience:
- GP surgery: 2 years (required)
Work Location: In person
