Patient Services Coordinator - Appointments

The Patient Services Coordinator is a multi-skilled operational role responsible for supporting all core functions of the Autism Service Operations Team. This includes-yet is not limited to-referrals management, enquiries handling, appointment coordination, risk screening administration, report processing, and GP relations support.

This role is designed to promote a flexible skills-mix across the team, enabling staff to cover a broad range of responsibilities and provide seamless service delivery. Coordinators will rotate across workstreams, ensuring resilience, consistency and high-quality patient experience throughout the entire diagnostic pathway.

Reporting to the department leads (depending on allocated department), the Patient Services Coordinator will be central to ensuring that day-to-day operations run smoothly and in line with contractual, clinical, and organisational requirements.

This role will be based in the Appointments, and plays a vital role within the Operations Team, ensuring the smooth and efficient scheduling of appointments across the organisation. The role serves as a central point on contact between internal teams, clients and external stakeholders to, organise and confirm patient appointments and maintain accurate records. The rolewill support the delivery of excellent patient experience, operational efficiency and effective, friendly and supportive communication throughout the appointments process.

1. Service Coordination & Scheduling

• Manage and maintain clinician schedules, ensuring optimal clinic capacity.
• Coordinate patient pathways from referral through to assessment, reporting and follow-up.
• Support daily operations by proactively resolving scheduling conflicts or delays.
• Ensure efficient processing of referrals, risk screening and appointment bookings.

2. Patient Support & Communication

• Act as a non-clinical first point of contact for patients, families, referrers and external stakeholders.
• Handle enquiries sensitively and professionally, signposting or escalating where appropriate.
• Maintain accurate and up-to-date patient records throughout the pathway.
• Support the collection, recording and escalation of patient feedback.

3. Administrative & Staff Support

• Provide comprehensive operational and administrative assistance across the Autism Service.
• Support clinicians with documentation, scheduling updates and logistical requirements.
• Contribute to a collaborative, respectful and supportive team environment.

4. Clinical Governance & Compliance

• Ensure all documentation and patient records meet CQC, Safeguarding, GDPR and internal governance standards.
• Support audits, compliance tasks and quality assurance activities as required.
• Report incidents accurately, promptly and in line with policy.

5. Process & Service Improvement

• Identify opportunities to improve workflows and reduce administrative barriers.
• Provide constructive feedback on processes, systems and patient journey experience.
• Participate in discussions supporting continuous improvement and service development.

6. Systems, Data & Resource Management

• Use digital systems such as Semble, for patient management, scheduling and reporting effectively and accurately.
• Ensure databases remain current, organised and accurate

Collate, input and process operational data for performance reporting, including:

• waiting times
• referral and appointment outcomes
• pathway metrics
• workflow effectiveness

7. Teamwork & Collaboration

• Work collaboratively with colleagues across referrals, enquiries, appointments, reports and GP relations functions.
• Support peers during periods of staff absence, high demand or service pressures.
• Contribute positively to maintaining a supportive, inclusive and efficient team environment.

8. Communication & Escalation

• Communicate clearly, compassionately and professionally with families, clinicians and colleagues.
• Escalate concerns, risks or positive developments to the Lead as required.

Uphold and represent KT Healthcare values in all interactions.

Core Competencies

• Strong organisational and scheduling skills
• Attention to detail and accuracy
• Effective verbal and written communication
• Collaborative, team-oriented approach
• Commitment to safeguarding, confidentiality and service quality
• Ability to prioritise workload and manage competing demands
• Adaptability and willingness to work across multiple operational functions

Technical Skills

• Proficient in Microsoft Office and clinical scheduling/management systems
• Capable of handling, processing and interpreting operational data
• Professional, articulate written communication
• Understanding of GDPR, data protection and safeguarding responsibilities