Patient Coordinator

Job Summary

Ash Grove Medical Centre are committed to providing excellent service to our patients. We are seeking two highly motivated and enthusiastic patient coordinators to join our team. As a patient coordinator, you will be the first point of contact for patients. You will primarily be responsible for managing appointments, facilitating communication between patients and healthcare providers, and ensuring the smooth operation of our reception area.

If you are a friendly and proactive individual who thrives in a fast‑paced environment, we would love to hear from you.

Patient coordinator hours: 25.5 hours per week.
Monday: 08:00 – 18:30 (with one hour lunch break)
Tuesday: 12:00 – 18:30
Wednesday & Thursday: off
Friday: 08:00 – 18:30 (with one hour lunch break)

• Welcome patients and visitors with a warm and professional manner at the reception front desk, marking their arrival on the computer.
• Make appointments as requested, hand out prescription requests, pathology forms and handle any queries that may arise.
• Manage appointment scheduling, confirmations and reminders through our patient management system.
• Handle patient inquiries and provide information about services, procedures and policies.
• Coordinate communication between patients and medical staff, ensuring timely updates and follow‑ups.
• Maintain accurate patient records and assist with data entry tasks.
• Participate in team meetings and contribute to process improvements for better patient care.
• Support overall operations of the reception area, including managing phone calls, emails and our online consultation platform.
• Guide patients to the most appropriate service (care navigation).
• Ensure confidentiality is maintained at all times.
• Take requests for home visits and contact patients via telephone, text, e‑mail and letter to arrange any follow‑ups as requested by clinicians or management.
• Carry out partner instructions and requests.
• Provide coverage for colleagues during annual leave and sickness.

• Accept specimen samples at the reception desk.
• Register new patients and temporary patients on the system.
• Maintain a smart appearance and be helpful whenever possible.
• Adhere to all written guidelines and protocols, including the Health and Safety manual, in‑house complaints procedure and all other protocols that relate to the specific role.
• Book patient long‑term condition reviews.
• Target outstanding QOF and arrange for its completion.
• Liaise with colleagues and ensure hand‑over is carried out.
• Retrieve and file patient records as requested.
• Ensure the reception front desk and waiting area is clean and tidy at all times.
• Lock away all patient‑identifiable data at the end of the day.

The post holder must be aware of the responsibility placed on them under the Health and Safety Act 1974 and ensure that agreed safety procedures are carried out to maintain a safe environment for employees, patients and visitors. All employees should understand that it is their personal responsibility to comply with all other organisational and statutory requirements, e.g. confidentiality, equal opportunities, child protection, complaints procedure, fire alarm protocols and all protocols that relate to their specific role.

• Overtime to cover annual leave and sickness is an essential part of the role and will be expected.
• Enrolment into the NHS Pension scheme.
• Blue light card.
• Free staff car parking at both sites.
• Opportunities for professional development and training.

In the course of seeking treatment patients entrust us with sensitive information. They expect staff to respect their privacy and act appropriately. The post holder may have access to confidential information relating to patients, carers, practice staff and the business. All such information is to be regarded as strictly confidential and may only be divulged to authorised persons in accordance with practice policies and procedures.

• Use personal security systems within the workplace according to practice guidelines.
• Identify risks involved in work activities and…