Patient Services Coordinator ..

Please note that the closing date for applications is Friday 9th May; however, we reserve the right to close the application process earlier should we receive a sufficient number of suitable applications.

Be the Calm, Reassuring Voice Patients Rely On

At LineIn, we’re growing fast—supporting GP practices across the UK with fast pace, high volume call handling services. We’re passionate about improving patient care, and it starts with compassionate, dependable and capable people like you.

If you’ve worked in a contact centre or busy reception and want a meaningful role where you genuinely help people, this could be the perfect next step.

This isn’t a back-office admin job—it’s a demanding, dynamic, high-contact role where empathy, professionalism and communication make a daily impact. it’s a fast-paced, hands-on, contact centre environment where every call makes a difference.

What You'll Gain

• Dedicated practice support: Work consistently with two GP practices at a time
• Comprehensive onboarding: Learn how to stay calm and effective in urgent situations
• True flexibility: Work from home with no commute for greater focus on patient care
• Supportive team culture: Remote doesn't mean alone - our team is always connected
• Ongoing growth: Continuous coaching and training to build your skills and confidence

Your Role

As a Patient Services Co-ordinator, you’ll be the first point of contact for patients calling their GP. Your role will involve:

• Handling a high volume of fast-paced inbound calls
• Gathering and recording essential patient information & medical history and signposting as appropriate
• Ensuring patients are triaged quickly and safely (without offering medical advice)
• Staying calm and supportive—especially with distressed or anxious callers

Key Responsibilities

• Manage a high volume of patient calls with professionalism and efficiency
• Meet KPIs related to call handling and service quality
• Escalate urgent cases appropriately
• Direct patients to online self-service tools when appropriate
• Uphold confidentiality and Data Protection standards
• Work structured shifts aligned with GP surgery hours
• Actively participate in training and team communications
• Ensure person cantered care by booking appointments and signposting under the guidance of your GP surgeries

You’ll Be Trained To:

• Identify medical red flags and escalate correctly
• Use AI-supported tools to assist your workflow
• Stay professional and empathetic in sensitive situations
• Promote digital tools that help patients self-serve
• Maintain absolute patient confidentiality

Shifts and Working Hours

Our service runs during GP surgery hours. You’ll need to be available for a mix of morning and afternoon shifts, scheduled in advance to support work-life balance.

What Makes This Role Stand Out?

• Variety and growth: Work with multiple practices to build your skills and confidence
• Meaningful impact: You’ll be truly valued for the care and quality you bring to patients
• Full training provided: No need to have all the answers on day one—we’ll support your learning journey
• Management that cares: constant support and feedback to support your growth, development and wellbeing

Join our high-energy team dedicated to patient care.

What We’re Looking For

Must-Haves:

• 1+ year in a high volume, contact centre, patient-facing or reception role
• Comfortable with Google Workspace or similar tools
• Typing speed of at least 40 wpm
• High emotional intelligence and strong multitasking ability
• Self-starter with ability to work independently in a remote setting
• Clear communicator with strong attention to detail
• Ability to follow processes, policies, and escalation pathways
• Kindness, patience and empathy towards the patients you’re supporting
• Your own equipment: Windows 10 or higher PC / laptop (not Macbook/Chromebook)

Good-to-Haves:

• Familiarity with EMIS or SystmOne (especially within the past year)
• Experience in demanding healthcare environments

To match our values of Quality, Reliability and Trust worthiness, we are seeking individuals who take pride in their work, honour commitments and build trust with every patient and colleague interaction.

 As part of our data protection and IT security policy, all LineIn employees' devices are protected using Acronis Cyber Protect. This software protects against malware and ransomware, and allows for rapid recovery in case of system failure.  Employees will be required to keep Acronis installed and running on their device during their employment.  

Pay & Benefits:

• £12.35 per hour, £22,463 per year (based on 35 hours/week)
• Increasing to £12.55 per hour, £22,741 per year after probation
• Performance related bonus
• 20 days per year + bank holidays.
• Work from home tax relief
• Allowance towards IT equipment