Care Co-Ordinator in Ipswich

We have an opportunity for an additional Care Co-Ordinator to join our team at Martlesham Heath Surgery. The Care Co-Ordinator is a dynamic and multifaceted role that supports the clinical and administrative functions of the healthcare practice. The successful candidate will play a vital role in coordinating patient care, managing reception-based tasks, undertaking medical secretary responsibilities, performing general administrative duties, and providing support within the clinical hub as needed. This position requires excellent organisational, interpersonal, and communication skills to ensure the smooth and efficient operation of the practice.

A great opportunity to work with an innovative and expanding surgery alongside current members of staff. We are looking for individuals with excellent patient or customer centred care skills; candidates with previous experience or transferable skills will be taken into full consideration. Primary Care knowledge is desirable but not essential as full training will be provided. The successful candidate will work under the supervision of a Reception Supervisor and with an excellent team of established staff.

Shifts Included: Within our opening hours of 08:00 to 18:30 covering Morning, Afternoon / Evening requirements. With additional overtime, sickness and annual leave cover also available. Full discussion of availability / working hours will be had at interview.

Main duties of the job:

• Reception Based Work: Greeting patients, answering calls, scheduling appointments, and managing patient inquiries.
• Medical Secretary Based Duties: Preparing correspondence, managing referrals, handling medical documentation, and maintaining accurate records.
• Administrative Support: Managing patient information, generating reports, maintaining filing systems, and supporting practice operations.
• Clinical Hub Support: Providing cover in the clinical hub, assisting clinicians with patient management, and ensuring smooth communication between staff and patients.

This is a non-exhaustive list of the opportunities as the role is progressive and offers additional learning across areas of the practice. The role requires strong organizational, communication, and multitasking skills to ensure efficient, high-quality patient care and office operations.

We are a small but passionate and close-knit surgery located in Martlesham, surrounded by affluent and prosperous areas on the outskirts of Ipswich. Our staff and patients are held with the utmost importance and we strive daily to look after them to the highest possible standard. All staff from clinical to non-clinical are offered a well-balanced workload and have full access to a supportive team both in and out of their specialist area.

Martlesham Heath Surgery itself is a practice using SystmOne clinical system. We are pleased to announce our connection with the new Wolsey PCN, this new collaboration is between a select number of GP practices within the local area.

Job responsibilities:

While providing a professional, respectful and efficient call handling and face-to-face service, our Care Co-Ordinators occupy many roles and play a crucial part in helping our patients get to the right support, at the right time, to help manage a wide range of needs. Each member is trained to deal with a variety of associated administration duties and follow all relevant procedures, policies and processes to ensure they are working in an efficient and courteous manner at all times. The Care Co-Ordinator will embed and sustain an ethos of care throughout the team; providing advice and guidance and signposting patients to the most appropriate clinician/service both within and out of the surgeries capacity.

Below highlights areas of daily duties:

• Dealing with all general enquiries efficiently with the ability to explain protocols and procedures, make new and follow-up appointments by booking, cancelling and rearranging appointments.
• Reception-Based Responsibilities: Greet patients, visitors, and healthcare staff in a courteous and professional manner. Answer telephone calls, manage inquiries, and triage calls to appropriate personnel. Schedule appointments, ensuring optimal allocation of resources and alignment with clinicians' availability. Register new patients and update existing patient records with the highest level of accuracy. On occasion process repeat prescription requests in line with practice protocols. Provide information to patients and families regarding services, appointments, and other inquiries. Maintain confidentiality and adhere to data protection regulations at all times.
• Medical Secretary Responsibilities: Type and prepare correspondence, reports, referrals, and other documentation as requested by clinicians and management. Handle patient referrals, including e-Referrals and ensuring timely follow-up. Coordinate with other healthcare providers to obtain medical records, test results, and other relevant patient information. Assist in the preparation of medical documentation for clinical staff, ensuring accuracy and confidentiality. Manage incoming and outgoing mail, distributing it to the appropriate team members. Organise and maintain filing systems (both electronic and physical), ensuring easy access and retrieval of documents.
• Administrative Responsibilities: Assist in maintaining an organised and efficient administration system, supporting the smooth running of practice operations. Support the practice in managing medical supplies, ordering stock, and ensuring clinical rooms are well-prepared. Assist with updating and maintaining patient information on NHS databases and/or practice management systems, where applicable. Generate routine and ad-hoc reports, including patient activity, appointment statistics, and other performance metrics. Attend team meetings and provide administrative support for follow-up actions.
• Prescription Responsibilities: Handle and process paper prescription requests from patients and healthcare professionals. Ensure accuracy and timeliness in prescription handling to meet patient needs. Manage payments for dispensed prescriptions in-house, ensuring compliance with financial procedures and accurate records of all transactions. Act as the first point of contact for patients with prescription queries, providing assistance and resolving issues where possible. Communicate effectively with patients, clinicians, and other healthcare professionals regarding prescription-related matters. Undertake additional roles and responsibilities as assigned by senior team members or practice management. Support initiatives and projects aimed at improving the efficiency of prescription services.

Successful applicants will be able to access a number of additional training opportunities that become available through our local Training Hub, ICB or other providers of support and learning. As a Training Practice, we encourage enhanced learning within all roles at Martlesham Heath Surgery. This job description provides an overview of the main responsibilities of the role. It is not an exhaustive list, and the post holder may be required to undertake other duties as deemed appropriate to the role.

Person Specification

Experience

• Essential: Face to face, patient focused care. Basic IT knowledge and experience including carrying out basic internet navigation. Experience of data entry or diary use. Basic knowledge of and experience of using Microsoft Office Word, Excel, Outlook. Confident and welcoming demeanour with a compassionate and caring attitude in all situations.
• Desirable: Knowledge or experience of working within the NHS or Primary Care in Administrative roles. Call handling experience.

Skills

• Essential: Good organisational skills. Ability to organise and maintain office space. Ability to cope with a busy and fast-paced working environment. Able to work on own initiative and as part of a team. Good communication skills (written and verbal). Excellent IT skills. Strong team player. Smart appearance. Exercise tact and discretion at all times. Demonstrate initiative to handle any unforeseen events during a shift. Demonstrate flexibility towards new working practices and towards working hours.

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.

Employer details

Employer name: Martlesham Heath Surgery
Address: Martlesham Heath Surgery, 23 The Square, Martlesham Heath, Ipswich, IP5 3SL, United Kingdom