GP Receptionist / Patient Coordinator - £12.71-£13.00 per hour

Caring for our local community since 1951. Are you an experienced patient coordinator/receptionist with a passion for delivering exceptional customer service? Claremont Clinic is seeking an experienced and dedicated individual to join our busy, growing practice team in making a positive impact on our local community. Join Claremont Clinic and be part of our commitment to exceptional healthcare delivery.

Main duties of the job

• Ensure the smooth operation of our reception desk with professionalism and organisation.
• Answering calls, reviewing emails, inbound documents and prescription requests.
• Act as the primary point of contact, fostering communication between patients, clinicians, and our practice team. Helping signpost patients to services.
• Deliver consistently high standards of customer service.

We value individuals who are organised, adaptable, and personable - committed to delivering excellent customer service. Key attributes we are looking for include:

• Previous experience in medical/healthcare reception roles.
• Excellent communication skills with a clear and polite telephone manner.
• Ability to maintain confidentiality and discretion with patients.
• Experience in handling sensitive situations with empathy and professionalism.
• Strong teamwork and independent problem-solving abilities.
• Proficient in IT and general administration tasks.

About us

Claremont Clinic has been providing care to our community in Forest Gate and the surrounding area since 1951. We have over 12300 registered patients and our premises have recently been fully refurbished. We have a diverse workforce and serve a diverse community with varying health needs. We are a popular practice who are well rated on Google, recently achieving 4.4 stars and positive feedback in the 2025 National GP Patient Survey. We endeavour to continue to grow and improve. We are located on the Romford Road with good transport links. Woodgrange Park and Wanstead Park Suffragette Line (Overground) and Forest Gate and Manor Park (Elizabeth Line) stations are all within walking distance (All Zone 3 London) and there are bus stops nearby.

Job responsibilities

• To ensure the smooth running of the reception desk in a professional and organised manner.
• To be the focal point of the surgery and to act as a liaison between patients, clinicians and other members of your practice team and to provide a high standard of customer services at all times.
• Some flexibility is required to accommodate additional or alternative hours to cover colleagues during annual/sickness leave.

Duties:

• Greet all patients on arrival ensuring all patients are checked in either manually or via the patient touch screen.
• To answer the telephone dealing with or redirecting enquiries.
• To handle all face to face general enquiries, referring where necessary.
• Make new and follow-up appointments including booking interpreters when needed.
• To be responsible for the call and recall of patient lists as instructed by the Practice Manager including the recall for immunisation/smear targets and test recalls.
• Responsible for dealing with messages from patients/clinicians or external bodies. To take appropriate action where required.
• Generate electronic/online repeat prescription requests and allocate as instructed. Prepare repeat prescriptions following practice protocol and set out for verification and signature of doctor.
• Record requests for home visits and ensure that they are recorded and passed onto relevant clinician.
• Register new patients following practice policy including enabling secure online access to patients medical records and booking patients for new registration health checks.
• Open mail and distribute as appropriate. Leave private, confidential and personal mail unopened in Practice Managers tray as directed.
• Maintain the administration of the cytology (responsibility of sending off completed deferral smear forms). Ensure that the childhood immunisations targets are kept up to date.
• Scan hospital reports and letters. Ensuring that the scanning of patients correspondence is kept up to date at all times. Helping the records clerk to keep up to date with their scanning workload.
• To carry out patients/GP Registrar surveys.
• Complete and enter on computer appropriate GMS3 (Temporary Services) forms. Renew expired forms as necessary.
• Maintain computer databases including the patients PDS records.
• Ensure that the External and Internal email accounts are viewed on a daily basis and the Workflow tasks are completed appropriately. Log outgoing post/mail as necessary and take responsibility of posting at the end of the day.
• Take responsibility of the daily incoming electronic document management & the online consultation forms.
• Offer all services to patients including, extended opening hours & Community Pharmacy Consultation Services (CPCS) and any future new initiatives.
• Enter appropriate read codes as instructed by practice. Which would include admin coding as well coding for QOF/SNS.
• Ensure that there is enough supply of stationary/equipment in all consulting rooms.
• Ensure that all clinic attendance appointments are confirmed prior to appointment date as per allocation of tasks.
• Assist in the administration of the patient e-referral system. Manage the day-to-day clinicians worklists.
• Trained staff to ensure that the diabetic recall for clinics is kept up to date including the searches and that letters/blood tests are sent to patients as instructed.
• Ensure that the telephones are turned on and switched over to the out of hours service as appropriate.
• Leave reception area tidy and ready for incoming colleagues. Use the EMISWeb as instructed to communicate any outstanding queries to colleagues.
• Staff working in the evening, to make sure that the premises are fully vacated by patients. Ensuring that the premises are securely locked.
• Undertake any other duties as instructed by management.

This job description may need to be reviewed or revised from time to time as the practice develops.

Confidentiality:

Any information about patients, personal or medical must be regarded as strictly confidential. Any breach of this confidentiality will be taken as a reason for instant dismissal.

Person Specification

• Proficient Microsoft Windows based ICT skills with experience using EMISWeb - or equivalent e.g SystmOne - and associates systems e.g. accuRx.
• A polite and helpful manner and good communication skills.
• GCSE Grades C or above or equivalent in English and Maths.

Attributes

• Excellent communication skills with a clear and polite telephone manner.
• Ability to maintain confidentiality and discretion with patients.
• Handling sensitive situations with empathy and professionalism.
• Strong teamwork and independent problem-solving abilities.
• Lives in the local area or ability to commute to Claremont Clinic within 20 minutes.

Experience

At least one year experience of working in the General Practice setting in a Patient Coordinator/Reception role.

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.