Patient Services Coordinator - ZR_23769_JOB

This is a remote position.

Role Summary

A healthcare support organisation is seeking experienced and compassionate individuals to join a fast-paced remote team delivering high-quality patient service support. The successful candidate will act as the first point of contact for patients accessing primary care services, managing a high volume of inbound calls from multiple GP practices across the UK.

This is a remote-based position requiring strong communication skills, resilience, attention to detail, and a commitment to patient confidentiality and care. Full training is provided to ensure confidence and competence in delivering safe and effective triage and information gathering through AI-assisted tools.

Key Responsibilities

• Answer a high volume of inbound patient calls professionally and empathetically.
  

• Gather and accurately input essential patient information using an AI-powered triage system.
  

• Identify and escalate urgent cases or safeguarding concerns in accordance with escalation protocols.
  

• Promote the use of online self-help tools to support patient autonomy.
  

• Maintain patient confidentiality and adhere to data protection regulations at all times.
  

• Work a flexible range of shifts including morning, afternoon, and long days, in line with a 12-hour rota.
  

• Report any concerns or feedback to the Duty Shift Leader and follow guidance appropriately.
  

• Actively contribute to service improvements by sharing relevant insights.
  

• Collaborate effectively with team members within a remote work environment.
  

• Engage in personal development, training, and team meetings as required.
  

Rota Pattern & Availability

• Shifts may include mornings, afternoons, and long days within the 8:00am–8:00pm Monday to Friday service window.
  

• Hours may vary depending on service demands; flexibility is essential.

Pay & Benefits

• Performance-related bonus
  

Essential Knowledge & Experience

• Minimum 1 year of call handling experience
  

• Minimum 1 year of patient-facing experience in a healthcare setting
  

• Recent (within the last 12 months) experience with EMIS or SystmOne
  

• Capable of typing 40 WPM
  

• Familiarity with medical terminology and/or anatomy
  

• Experience with Google Workspace
  

• Previous experience working rotating shifts
  

Skills & Capabilities

• Clear and effective verbal communication
  

• Ability to work independently and contribute to a remote team
  

• Minimum typing speed of 40 words per minute with high data accuracy
  

• Strong adherence to confidentiality and data protection standards
  

• Ability to follow defined protocols and escalate appropriately
  

Behaviours & Characteristics

• Empathetic, calm, and composed under pressure
  

• Culturally aware and sensitive to diverse needs
  

• Committed to providing high-quality service
  

• Reliable, punctual, and self-motivated
  

• Friendly and professional with a strong desire to help others
  

• Adaptable to changing demands and service needs
  

• Diplomatic and tactful with a proactive approach
  

Additional Expectations

• Demonstrate flexibility in working patterns aligned with the evolving nature of the service
  

• Uphold the values and behaviours expected of a professional in patient support roles
  

• HMO Coverage in eligible locations
  
• Permanent work from home
  
• Immediate hiring
  
• Steady freelance job