Patient Services Coordinator

Posting date:	30 December 2025
Salary:	£12.54 per hour
Additional salary information:	£12.54 an hour
Hours:	Full time
Closing date:	16 January 2026
Location:	Bristol, BS8 3EU
Company:	NHS Jobs
Job type:	Permanent
Job reference:	A5381-25-0007

Summary

Reception: Greet patients and visitors in a friendly and professional manner Answer incoming telephone calls, process patient triage requests and receive patients at front desk to ensure they access the most appropriate care pathway or healthcare professional in line with practice protocols. This may be a GP, Nurse, Pharmacist, Physiotherapist, Community Pharmacist or other organisation best suited to the patients need. Book, amend, and cancel appointments using the clinical system Manage patient requests for prescriptions, test results, and medical information in line with practice policy Maintain accurate patient records and update demographic details Support clinical staff with administrative tasks as required Register new patients and ensure documentation is completed correctly Opening and closing procedures Referrals: Process routine, urgent, and two-week-wait referrals in line with clinician instructions Create and submit referrals via the NHS e-Referral Service (eRS) and other required systems Ensure referral information is complete, accurate, and appropriately coded Track referrals and follow up outstanding appointments or outcomes Escalate delays, rejected referrals, or urgent concerns to the appropriate clinician Contact patients regarding referral details, appointment booking, and required information Respond to patient queries about referral status in a clear and professional manner Provide guidance on next steps while avoiding clinical advice Maintain accurate patient records and update referral outcomes Scan, upload, and file referral correspondence Support audits, reporting, and waiting-time monitoring Ensure referrals meet local commissioning and pathway requirements Document Management: Process incoming clinical correspondence, including hospital letters, investigation results, and reports Scan, upload, code, and file documents accurately onto the clinical system. Ensure documents are accurately coded in line with practice protocols. Allocate documents to the appropriate clinician or team for action Identify and highlight urgent or abnormal information requiring prompt attention Maintain high standards of data quality and record keeping Support audits and quality checks relating to document management Report incidents, data breaches, or concerns in accordance with practice policy Provide cover for the medical reports team Confidentiality: 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 may 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. Strict confidentiality must be maintained at all times in line with GDPR, Caldicott principles, and practice policies. 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 Health & Safety: The post-holder will assist in promoting and maintaining their own and others health, safety and security as defined in the practice Health & Safety Policy, to include: Using 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: The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include: Acting in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with practice procedures and policies, and current legislation Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights Personal/Professional Development: 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 own personal and/or professional development Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work 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 teams performance Work effectively with individuals in other agencies to meet patients needs Effectively manage own time, workload and resources Communication: The post-holder should recognise the importance of effective communication within the team and will strive to: Communicate effectively with other team members Communicate effectively with patients and carers Recognise peoples needs for alternative methods of communication and respond accordingly Contribution to the Implementation of Services: The post-holder will: Apply practice policies, standards and guidance Discuss with other members of the team how the policies, standards and guidelines will affect own work Participate in audit where appropriate In the changing environment of General Practice, this role is designed to evolve and adapt to the needs of the practice, therefore this job description is a guide to the role and not exhaustive. Staff should be prepared to take on additional duties with additional training and guidance, or relinquish duties in order to maintain efficient running of the practice.