Patient Services Coordinator

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 successful 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.

We are looking to hire two Patient Services Coordinators who 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 Job 1

Monday: 08\.00am \- 15\.00pm

Wednesday: 08\.00am \- 14\.00pm

Thursday: 08\.00am \- 16\.00pm

Friday: 14\.00pm \- 20\.00pm

Patient Services Coordinator Job 2

Monday: 08\.00am \- 13\.00pm

Tuesday: 12\.00pm \- 19\.00pm

Thursday: 08\.00am \- 15\.00pm

Friday: 13\.00pm \- 19\.00pm

Please note for the above posts, Saturday working is required and done on a rota basis in addition to the postholders weekly contracted hours, Saturdays are paid at an enhanced rate of pay.

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

• 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

• 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

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

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.

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.

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.

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 t

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