Receptionist / Care Coordinator

We are looking for an efficient, reliable Care Coordinator to join our reception team. This is a fast-paced, high-volume role requiring excellent customer service, strong attention to detail and ability to manage multiple tasks at once while maintaining professionalism and empathy. We are a high-performing teaching practice with 12 GPs, serving 19,600 patients across two sites in Bexhill-on-Sea. The successful candidate will be IT competent, confident working at pace, able to deliver accurate work consistently while supporting patients and the wider clinical team.

You need to be organised, proactive and dependable, able to prioritise workload, follow processes and communicate clearly with patients and colleagues. Previous experience in a busy reception, administrative or healthcare setting is desirable but not essential. A professional telephone manner, strong interpersonal skills and confidence using computer systems are essential.

You will work both independently and as part of a large team, using initiative and sound judgement to ensure patients are directed to the appropriate service efficiently and safely. Accuracy, time management and the ability to remain calm under pressure are key to success in this role. This is a demanding environment, and flexibility is required. The surgery is open 8:00am-6:30pm daily, and you will be expected to cover shifts across sites, as well as holidays and sickness when needed. Previous applicants need not apply.

You will provide front-line reception, telephone and administrative support to ensure patients are directed to the right care quickly, accurately and professionally. Working closely with the reception supervisors and wider clinical team, you will help maintain an efficient, organised and responsive service in a busy GP practice.

• Manage patient enquiries in person and by phone, booking appointments and signposting appropriately.
• Maintain and update the appointments system and patient records accurately.
• Process calls, messages, home visit requests and clinical information with attention to detail.
• Monitor patient flow and support the smooth running of reception services.
• Carry out general administrative tasks including scanning, filing and document management.
• Open/close premises and maintain a tidy, safe and professional reception environment.
• Use sound judgement to prioritise urgent requests and manage competing demands.

• Maintain strict confidentiality of patient and practice information at all times.
• Follow practice policies for health & safety, infection control and safeguarding.
• Communicate clearly and respectfully with patients, carers and colleagues.
• Manage workload effectively and contribute positively to team performance.
• Participate in required training and ongoing development.

You will be joining a large, friendly, and supportive multidisciplinary team that works closely together to deliver high-quality care to our patients. Our reception and care coordination team are experienced, professional, and patient-focused, playing a vital role in the smooth running of the practice. The atmosphere is busy and fast-paced, and we work hard under pressure, supporting each other during peak times and valuing teamwork, reliability, and mutual respect.

To be responsible for undertaking a wide range of reception, telephone and administrative duties. This will be under the direction of the Reception Supervisors and Patients Services Manager, with the aim of providing comprehensive support to the multidisciplinary team at the Practice, and the best possible service to our patient population.

• Provide general assistance to the Practice Team and project a positive and friendly image to patients and other visitors, in person, by phone or via electronic means.
• Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.
• Allocated duties will vary on a day to day basis depending on current and evolving workloads, skill mix and staffing levels.

In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately.

The post-holder will assist in promoting and maintaining their own and others health, safety and security as defined in the practice health and safety policy, and the practice infection control policy and published procedures.

The post-holder will support the equality, diversity and rights of patients, carers and colleagues.

The post-holder will strive to maintain quality within the practice.

The post holder should recognise the importance of effective communication within the team.

The post-holder will apply practice policies, standards and guidance.

Dr Stocks & Partners is a large two site Practice and all staff are required to generally support the Practice and its patients.

• GCSE (or equivalent).
• At least 1 year customer service experience.
• Confident IT skills and accurate data entry.
• Right to work in the UK.
• Previous administrative or healthcare reception experience desirable.
• Knowledge and experience of using Microsoft Office Word, Excel, Outlook.

• Good communication and organisational skills.
• The ability to work both independently and as part of a wider team.
• Initiative and discretion.
• High stress tolerance.
• Experience of using EMIS Web, Docman.

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.