At Derwent Practice, we pride ourselves on being a friendly, supportive, and family-focused team where every member of staff is valued. We are passionate about staff wellbeing and recognise that a positive, supportive workplace is essential for both personal and professional success. We actively promote a healthy work-life balance and foster a strong team culture through regular social events, team-building activities, and opportunities to connect with colleagues outside of day-to-day work.
In addition to working within a welcoming and collaborative environment, we offer an attractive benefits package including 25 days' annual leave plus bank holiday allowance (pro rata for part-time staff), membership of the NHS Pension Scheme, a tiered company sick pay scheme on sucessful completion of the probationary period and access to ongoing professional development opportunities and team building/social events. Joining Derwent Practice means becoming part of a team that is committed to supporting your wellbeing, encouraging your development, and helping you thrive throughout your career.
The Patient Services Coordinator will be required to be a highly organised, professional, motivated and compassionate individual working as part of our wider Patient Services Team in our busy GP Practice. This role combines medical reception, prescription clerk and other administrative responsibilities.
Patient Services Coordinator
Monday: 08.00am - 15.00pm
Tuesday: 12.00pm - 19.00pm
Thursday: 08.00am - 16.00pm
Friday: 12.00pm - 20.00pm
Total Hours: 28 hours
Please note for all the above posts Saturday working is required and done on a rota basis in addition to the postholders weekly contracted hours.
Key Responsibilities
Reception & Patient Services
- Greet and communicate with patients and visitors in a courteous, professional, effective and empathetic manner at all times
- Manage incoming calls, online queries and in person requests efficiently and in line with practice policy and procedures
- Book, amend and cancel appointments in accordance with practice protocols and maintain the computerised appointment system
- Signpost patients to appropriate services, including clinicians or external providers and services
- Handle sensitive information confidentially and in compliance with data protection regulations
- Manage all enquires via Care Navigation, signposting appropriately as per practice protocol
- Carry out, as required any other reception and administrative associated tasks in line with practice protocols
Prescriptions & Registrations Administration
- Manage incoming calls, online queries and in person requests efficiently and in line with practice policy and procedures
- Handle sensitive information confidentially and in compliance with data protection regulations
- Process repeat prescription requests accurately and within agreed timeframes via the clinical system
- Ensure prescription requests comply with practice prescribing policies and procedures, including controlled drug requests
- Liaise with GPs, Pharmacists, and patients regarding prescription queries
- Action any online and paper registration requests in line with practice policies
- Carry out, as required any other registration and prescription associated tasks in line with practice protocols
General Administrative Duties
- Respond professionally and effectively to administration requests
- Advise patients correctly of charges for private services, accept payment and record accurately
- To be competent in start of day and end of day procedures within the Patient Services Team
- Monitor emails within the Patient Services team, ensuring emails are dealt with appropriately and timely, and where appropriate forwarded to the relevant team
- Accept deliveries ensuring the department that the delivery is intended for is notified
- Maintain a clean, safe and welcoming reception environment
- Participate in team meetings and training sessions
- Support recalls, audits and patient communication campaigns
- Ensure visitors sign in and out as per practice protocol
The above constitute the main responsibilities of the post and may be subject to change, to meet the needs of the Practice. Any changes will be discussed prior to implementation wherever possible.
Derwent Practice Vision & Values
At Derwent Practice, our values underpin everything we say and do, and we expect all employees of Derwent Practice to uphold these values in order to provide a safe, respectful and inclusive environment for our patients and colleagues alike, and to maintain the trust placed in us as healthcare professionals.
At the heart of Derwent Practice lies a commitment to compassionate, patient-centred care delivered with integrity, professionalism and respect. Our values shape every interaction, decision, and service we provide to our patients, colleagues, and community.
We uphold the following principles:
- Compassion and Respect
- Integrity and Accountability
- Professional Excellence
- Teamwork and Collaboration
- Patient-Centred Care
- Confidentiality and Trust
- Equity and Inclusion
Confidentiality:
Weprotect patient confidentiality at all times, recognising that trust is fundamental to our relationship with those we care for. We will also respect confidentiality of our colleagues and the wider business at all times.
In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately.
In the performance of the duties outlined in this Job Description, the post-holder will have access to confidential information relating to patients and their carers, Practice staff and other healthcare workers. They may also have access to information relating to the Practice as a business organisation. All such information from any source is to be regarded as strictly confidential.
Information relating to patients, carers, colleagues, other healthcare workers or the business of the Practice may only be divulged to authorised persons in accordance with the Practice policies and procedures relating to confidentiality and the protection of personal and sensitive data.
A Disclosure and Barring Service (DBS) check (previously CRB checks) will be undertaken as a matter of course.
Safeguarding:
Safeguarding is everyone’s responsibility and all staff within the organisation have a particular responsibility to ensure all safeguarding concerns are responded to effectively and efficiently in accordance with the local Safeguarding Adults and Safeguarding Children’s Partnership policies and procedures.
Staff at Derwent Practice are required to ensure that they:
- Comply with safeguarding training requirements as set out by employment terms and any relevant professional and national bodies.
- Take prompt and timely action when there are any welfare or safeguarding concerns.
- Form appropriate relationships with those they care for and maintain professional boundaries in their work.
- Work within the organisational policies, procedures and guidance.
- Are committed to demonstrating the organisations values and behaviours in their work.
- Ensure that adult and child safeguarding is embedded as an essential part of their daily practice.
Learning and Development:
We are committed to maintaining high standards of clinical practice, continuous learning, and professional development to ensure the safest and most effective care.
The post-holder will participate in any training programme implemented by the Practice as part of this employment, such training to include:
- Participation in an annual individual performance review, including taking responsibility for maintaining a record of their own personal and/or professional development.
- Taking responsibility for their own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work.
- Undertake mandatory and statutory training as required.
Team working:
At Derwent Practice wefoster a supportive and inclusive environment where all staff contribute to a culture of mutual respect, open communication, and shared purpose. We treat every individual with kindness, dignity, and empathy – recognising the unique circumstances, cultures, and needs of our patients and team members.
At Derwent Practice, you will be expected to:
- Assist and support your line manager to provide a quality service
- Provide cover for members of your team during periods of sickness and annual leave
- Support and facilitate change as requested and by participating in team activities to create opportunities to improve customer/patient care
- Undertake additional tasks as required within your general role
- Understand own role and scope in the organisation and identify how this may develop over time.
- Work as an effective and responsible team member, supporting others and exploring the mechanisms to develop new ways of working.
- Accept delegation from senior staff, prioritise own workload and ensure effective time management strategies are embedded in own practice.
- Participate and support local projects as agreed with the management team.
Health & Safety:
The Practice has a duty, so far as is reasonably practicable, to protect the health, safety and welfare of our staff and other people who might be affected by our work.
All staff are also under a duty while at work to take reasonable care of health and safety for themselves and others and shall observe all general rules in respect of health and safety and cooperate with the Practice in meeting is statutory requirements.
The post holder will also be required to:
- Use personal security systems within the workplace according to Practice guidelines
- Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks
- Making effective use of training to update knowledge and skills
- Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards
- Reporting potential risks identified
Equality and Diversity:
We are committed to promoting health equity and ensuring that our services are accessible, fair, and free from discrimination or prejudice. Equality, diversity, and inclusion are integral to the work of the Practice. Each individual working within the Practice plays a vital role in implementing its aim to create an inclusive working environment where diversity is welcomed, and everyone can work without fear of discrimination.
All staff shall champion work practices that promote equality of opportunity, diversity and inclusion and support human rights and dignity. All staff shall recognise the importance, demonstrate and promote sensitivity for the customs, practices, culture, and personal beliefs of others. Staff are required to treat all patients, customers and colleagues with dignity and respect.
All staff shall be committed to behaving in a manner which is welcoming to the individual, is non-judgmental and respects their circumstances, feelings, priorities and rights and will behave in a way that is consistent with the Practice policies and procedures.
Quality:
The post-holder will strive to maintain quality within the Practice, and will:
- Alert other team members to issues of quality and risk
- Assess own performance and take accountability for own actions, either directly or under supervision
- Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the team’s performance
- Work effectively with individuals in other agencies to meet patients’ needs
- Effectively manage own time, workload and resources
- Portray a professional image at all times
Communication:
The post-holder should recognise the importance of effective communication within the team and will strive to:
- Listen effectively, valuing the input of team members and patients
- Communicate respectfully and effectively at all times with team members, patients, carers, visitors and any other members of the public.
- Recognise people’s needs for alternative methods of communication and respond accordingly
We reserve the right to close this vacancy early should we receive a sufficient number of suitable applications. Applicants are therefore advised to submit their application as soon as possible to avoid disappointment.
If you have previously applied for this position, there is no need to submit a new application. Your original application remains valid and will be considered during the current recruitment process.
Pay: £12.96 per hour
Benefits:
- Bereavement leave
- Company events
- Company pension
- Cycle to work scheme
- Free parking
- Health & wellbeing programme
- On-site parking
- Sick pay
Work Location: In person
