Patient Service Administrator

The Patient Service Administrator is responsible for the daily operations of the front desk and will be responsible for answering the telephone, scheduling appointments, and performing other administrative duties. Support our patients in navigating the most appropriate service for their needs, which may include informing patients of external health care providers and online services. Follow practice processes to actively signpost patients to the most appropriate healthcare professional and service, whilst handling any complex queries and challenging situations in a professional manner, ensuring any issues are resolved where possible, as the first point of contact. Main duties of the job

• Greet patients and schedule appointments in a fast-paced environment.
• Maintain and monitor the practice appointment system.
• Support patients in navigating to the most appropriate service, which may include informing patients of external health care providers and online services
• Effectively handle all queries that present at the practice; problem solving, signposting and escalation of matters, as appropriate.
• Process personal, telephone and digital requests for appointments.
• Answer phones in a professional manner to ensure efficient medical care is delivered to patients.
• Signpost patients to the correct service, initiating contact with and responding to, requests from patients, team members and external agencies.
• Data entry of new and temporary registrations and relevant patient information as required.
• Input data into the patients healthcare records as necessary.
• Direct requests for information i.e. SAR, insurance / solicitors letters and DVLA forms to the administrative team.
• Manage all queries as necessary in an efficient manner.
• Monitor and maintain the reception area and notice boards.
• Support all clinical staff with general tasks as requested.
• Perform other office duties such as photocopying, filing, typing, scanning, etc.
• Ensure all office equipment is always maintained and functioning properly., Perform other office duties as assigned by management or supervisor, The Patient Service Administrator is responsible for the daily operations of the front desk and will be responsible for answering the telephone, scheduling appointments, and performing other administrative duties. Support our patients innavigatingthe most appropriate service for their needs, which may include informing patients of external health care providers and online services. Follow practice processes to actively signpost patients to the most appropriate healthcare professional and service, whilst handling any complex queries and challenging situations in a professional manner, ensuring any issues are resolved where possible, at the first point of contact.
  
  Experience of working in a busy administrative, customer service, or healthcare environment
• Experience of dealing with the public both face-to-face and over the telephone
• Experience of handling confidential and sensitive information
• Experience of working under pressure and managing competing priorities
• Experience of using computer systems and data entry accurately
• Experience of delivering high standards of customer service
• Experience of working as part of a team
• Experience of problem solving and handling difficult or challenging situations
• Experience of managing a varied workload and multitasking effectively
• Experience of following processes and procedures
Desirable
• Experience of working in a GP practice or primary care setting
• Experience of using EMIS or similar clinical systems
• Experience of care navigation or patient signposting
• Experience of processing referrals, appointments, or clinical correspondence
• Experience of working with digital systems or online patient services (e.g. NHS App)
• Experience or interest in IT systems, digital transformation, or AI tools
• Experience of working with vulnerable patients or complex needs, GCSE grade A to C or 9-4 in English and Maths
• Ability to work in high pressure environment with multiple priorities
• Ability to adapt quickly and multitask
• Ability to handle difficult scenarios in a calm and effective manner
• Strong written and verbal communication skills required
• Knowledge of MS Office required Knowledge
Desirable
• Previous experience working in a medical office environment preferred.
• Knowledge of EMIS
Knowledge, Skills and Digital Awareness Essential
• Strong communication skills, both verbal and written
• Ability to provide excellent patient care and customer service
• Good interpersonal skills with the ability to build rapport with patients and colleagues
• Ability to remain calm and professional in challenging situations
• Ability to prioritise workload and manage time effectively
• Good attention to detail and accuracy
• Ability to follow procedures and work within practice protocols
• Confident using IT systems and digital tools
• Ability to work independently and as part of a team
• Understanding of confidentiality and data protection principles (GDPR)
• Willingness to learn and adapt to new systems and ways of working
Desirable
• Knowledge of NHS services and primary care systems
• Understanding of care navigation and patient signposting
• Awareness of the NHS App and online patient services
• Interest in digital working, IT systems, or AI tools
• Basic understanding of medical terminology
• Experience of using EMIS or similar clinical systems
Person Specification Experience Essential
• Experience of working in a busy administrative, customer service, or healthcare environment
• Experience of dealing with the public both face-to-face and over the telephone
• Experience of handling confidential and sensitive information
• Experience of working under pressure and managing competing priorities
• Experience of using computer systems and data entry accurately
• Experience of delivering high standards of customer service
• Experience of working as part of a team
• Experience of problem solving and handling difficult or challenging situations
• Experience of managing a varied workload and multitasking effectively
• Experience of following processes and procedures
Desirable
• Experience of working in a GP practice or primary care setting
• Experience of using EMIS or similar clinical systems
• Experience of care navigation or patient signposting
• Experience of processing referrals, appointments, or clinical correspondence
• Experience of working with digital systems or online patient services (e.g. NHS App)
• Experience or interest in IT systems, digital transformation, or AI tools
• Experience of working with vulnerable patients or complex needs, GCSE grade A to C or 9-4 in English and Maths
• Ability to work in high pressure environment with multiple priorities
• Ability to adapt quickly and multitask
• Ability to handle difficult scenarios in a calm and effective manner
• Strong written and verbal communication skills required
• Knowledge of MS Office required Knowledge
Desirable
• Previous experience working in a medical office environment preferred.
• Knowledge of EMIS
Knowledge, Skills and Digital Awareness Essential
• Strong communication skills, both verbal and written
• Ability to provide excellent patient care and customer service
• Good interpersonal skills with the ability to build rapport with patients and colleagues
• Ability to remain calm and professional in challenging situations
• Ability to prioritise workload and manage time effectively
• Good attention to detail and accuracy
• Ability to follow procedures and work within practice protocols
• Confident using IT systems and digital tools
• Ability to work independently and as part of a team
• Understanding of confidentiality and data protection principles (GDPR)
• Willingness to learn and adapt to new systems and ways of working
Desirable
• Knowledge of NHS services and primary care systems
• Understanding of care navigation and patient signposting
• Awareness of the NHS App and online patient services
• Interest in digital working, IT systems, or AI tools
• Basic understanding of medical terminology
• Experience of using EMIS or similar clinical systems
  
  Upton Group Practice is a busy, forward-thinking GP surgery based in Wirral, committed to delivering high-quality, patient-centred care.
We have a newly established management team and a strong, supportive workforce, including 5 GP Partners, 1 Salaried GP, an ANP, nursing team, HCAs, prescriptions team, and a dedicated admin and reception team. Everyone works closely together, creating a real sense of teamwork across the practice. We offer a friendly, inclusive, and down-to-earth working environment. While general practice can be fast-paced, we support each other and encourage open communication to ensure staff feel valued and supported. We are also continuing to develop digitally, using systems such as EMIS, Docman, e-Referrals and Blinx to improve efficiency, streamline workflows, and support safe patient care. We are committed to staff development, offering opportunities for training, learning, and progression within a positive and supportive workplace.