Patient Services OfficerNHS

Job summary

This is not just a receptionist role, it is an opportunity to be part of a Practice and team that is highly trained - values accountability, emotional intelligence, and continuous improvement. We are building a team where people feel supported to be honest, to grow, and to contribute to better patient outcomes every day. This is a full time role with working hours -Monday to Friday 11.00 to 18.30.

Main duties of the job

As a key member of our Patient Services Team, you will:

• Deliver a professional, warm, and efficient front-line service to all patients and visitors
• Handle a high volume of telephone calls with care, accuracy, and empathy
• Book, amend, and manage patient appointments effectively
• Process new patient registrations and maintain accurate, confidential records
• Liaise with clinical staff to ensure patients are directed appropriately and safely
• Manage incoming and outgoing correspondence (letters, emails, system tasks)
• Support day-to-day administrative operations of the practice
• Respond to patient queries, concerns, and complaints with professionalism and understanding
• Adhere strictly to GDPR and patient confidentiality standards at all times
• Contribute to improving systems, safety, and patient experience

Job description

Additional Specifications of the Job

Online Triage Systems

• Managing and processing online triage requests
• Safely allocating patient queries according to urgency and practice protocols
• Identifying risk and escalating where appropriate

Clinical Coding

• Understanding and applying accurate clinical coding to patient records
• Ensuring data quality to support patient care and reporting
• Maintaining consistency and attention to detail in coding processes

Prescription Queries

• Handling patient queries relating to prescriptions in line with practice procedures
• Liaising with clinicians and pharmacies to resolve issues
• Recognising urgent medication requests and escalating appropriately

NHS App Support

• Assisting patients with NHS App set-up and access
• Supporting patients with identity verification and troubleshooting access issues
• Helping patients understand and use NHS App features appropriately

Legal Documentation & GDPR Compliance

• Handling sensitive patient information in accordance with GDPR regulations
• Supporting administrative processes relating to legal documentation (e.g. subject access requests, consent forms)
• Maintaining strict confidentiality and understanding the importance of data security
• Identifying and appropriately escalating any data protection concerns

Professional Responsibilities

• Adhere to all practice policies, procedures, and protocols
• Maintain confidentiality and comply with data protection legislation at all times
• Work collaboratively as part of a team, contributing to a supportive working environment
• Demonstrate accountability and openness, including reporting errors or risks appropriately
• Participate in training, team meetings, and continuous improvement initiatives

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At Whitehall, how you work matters just as much as what you do. We are specifically looking for someone who:

• Manages emotions exceptionally well. You remain calm, balanced, and professional, even in highly pressured or emotional situations
• Handles conflict constructively andcan navigate difficult conversations with empathy, clarity, and confidence
• Recognise patterns, notice discrepancies, and appropriately raise concerns to support patient safety
• You are open, transparent, and willing to acknowledge your own mistakes in the interest of learning and improving
• You actively support colleagues, put patient and team first, contributing positively to the working environment
• Act with integrity consistently do the right thing, even when it is challenging

About us

Whitehall Medical Practice is a forward-thinking, patient-centred GP surgery of 20,000+ patients; committed to delivering safe, compassionate, and high-quality care to our community. We are proud of our supportive team culture and our focus on continuous improvement and patient safety.

We are looking for a high-calibre Patient Services Officer who is not only capable and efficient, but emotionally intelligent, accountable.

If you are someone who thrives in a fast-paced healthcare environment and takes pride in being part of a team that genuinely supports one another, we would love to hear from you.