Health Co-Ordinator in Lynton

Queens Medical Centre is looking for a Health Co-Ordinator full-time, the role will be based predominantly at our Barnstaple site (EX32 8HY) but travel to our other site at Lynton (EX35 6HA) may be required. The Health Co-Ordinator is a key front-line position responsible for managing the first impressions of the practice. This role involves greeting patients, managing communication between patients and medical staff, and facilitating patient access to appropriate healthcare services efficiently. The Health Co-Ordinator plays a crucial role in guiding patients through the complexities of healthcare interactions, ensuring they receive timely and appropriate care.

Key responsibilities include:

• Scheduling appointments
• Managing patient records
• Answering phone calls
• Providing patients with information about healthcare services

The Health Co-Ordinator will ensure that all patient interactions are handled with empathy and efficiency, maintaining confidentiality and compliance with healthcare regulations. This position requires excellent communication skills, strong organisational abilities, and a patient-centric approach to service delivery.

Main duties of the job:

• Front Desk Management: Appointment booking following our Care Navigation Triage
• Telephone Enquiries
• eConsultations: Process eConsultations received
• Summarising: Coding and scanning
• Any other administrative work as required
• Healthcare Provider Liaison
• Resource Navigation: Resource Management
• Safety Protocols
• Feedback Collection

About us: Queens Medical Centre is one of 2 surgeries in the area. The two surgeries provide care to over 11,000 patients in the local area. Queens Medical and Lynton Health Centre are managed by The Fuller and Forbes Healthcare group who provide care to over 110,000 patients.

We are currently looking to expand our administration and care navigation team by recruiting enthusiastic and committed staff members who are focused on improving the care provided by the surgeries.

Job responsibilities:

• Patient Interaction and Support: Greet patients upon arrival, verify their information, and direct them to appropriate departments. Ensure a welcoming and respectful environment for all visitors.
• Appointment booking: Efficiently manage appointment scheduling using the practice's systems; adjust schedules as needed to accommodate patient needs and maximise resource utilisation.
• Telephone Enquiries: Handle incoming calls, provide information to callers, take messages, or redirect calls to appropriate staff members.
• Administrative Responsibilities: Maintain and update patient records with accuracy. Ensure all patient interactions and transactions are logged promptly and comply with legal and privacy requirements.
• Communication and Coordination: Act as a liaison between patients and healthcare providers. Ensure that communication is clear and that patients understand their schedules, treatment plans, and any preparatory steps for appointments.
• Resource Navigation: Guide patients to access various healthcare resources available to them, including special clinics, educational sessions, and community services.
• Patient Follow-Up: Conduct follow-ups with patients regarding future appointments, treatment plans, and healthcare management strategies.
• Facility Support: Manage front-office supplies and ensure that patient areas are stocked with necessary items like forms, brochures, and informational materials.
• Quality Improvement: Collect and compile patient feedback to identify areas for improvement in front desk operations and patient care coordination.
• Professional Development: Engage in ongoing training to enhance skills related to patient care, technology use, communication, and administrative management.

The Practice recognises that the role above is wide and varied and evolving in nature. Therefore, this job description is not intended to be exhaustive and there will be other tasks and duties that the post holder will be expected to perform within what is ordinarily expected of this role.

Person Specification:

• Qualifications: Core GCSEs; additional training in customer service, administration, or related field is preferred.
• Experience: Proven experience in a receptionist or customer service role preferably in a healthcare setting. Experience with medical terminology and understanding basic healthcare operations is beneficial.
• Technical Skill: Proficiency in using medical office software including patient management systems and SystmOne. Strong computer skills including proficiency with Microsoft Office applications particularly Word and Outlook.
• Communication Skills: Excellent verbal and written communication skills necessary for interacting effectively with patients and healthcare providers. Ability to handle sensitive information confidentially and interact professionally with diverse individuals.
• Organisational Skills: Exceptional organisational and time management skills able to manage multiple tasks and priorities in a fast-paced environment.
• Customer Service: Strong customer service orientation with the ability to remain patient and empathetic while handling patient inquiries and concerns.
• Adaptability: Flexible and adaptable to change with the ability to quickly learn new systems and adapt to evolving healthcare practices.
• Teamwork: Ability to work effectively as part of a team supporting other staff members and contributing to a collaborative work environment.
• Patient Interaction: Experience in guiding patients through their healthcare journey providing support and clear instructions regarding healthcare services.

Additional Competencies: Commitment to ethical standards and professionalism, ensuring patient confidentiality and adherence to data protection regulations. Proactive in personal development seeking opportunities to enhance skills and knowledge related to healthcare administration and patient care.

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.

£12.21 an hour plus 50p p/h sick pay bonus + subject to change April 2026.