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.
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
About us
Whitehall Medical Practice is a forward-thinking,patient-centred GP surgery of 20,000+ patients; committed to delivering safe, compassionate, andhigh-quality care to our community. We are proud of our supportive team cultureand our focus on continuous improvement and patient safety.
We are looking for a high-calibre Patient ServicesOfficer who is not only capable and efficient, but emotionally intelligent,accountable, and committed to doing the right thingeven when its difficult.
If you are someone who thrives in a fast-paced healthcareenvironment and takes pride in being part of a team that genuinely supports oneanother, we would love to hear from you.
Job responsibilities
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
* 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 You can navigate difficult conversations with empathy, clarity, and confidence
* Sees what others miss You can recognise patterns, notice discrepancies, and appropriately raise concerns to support patient safety
* Values honesty and accountability You are open, transparent, and willing to acknowledge your own mistakes in the interest of learning and improving
* Is truly team-oriented You actively support colleagues, put team and patient needs first, and contribute positively to the working environment
* Acts with integrity You consistently do the right thing, even when it is challenging
Person Specification
Qualifications
* GCSE Grade A to C or equivalent in English & Maths
Experience
* No formal experience is required.
* Some form of customer service, ideally customer or patient facing.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
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