Job summary
We are looking for a friendly, organised and compassionate Patient Care Coordinator / Receptionist to join our GP practice team. You will be the first point of contact for patients, providing a welcoming and professional service while supporting the smooth running of the practice.
The role is 28-29 hours per week as follows.
Must be able to work :
- Monday 8:15-5pm
- Tuesday 8.15am - 5pm
- Wednesday 1 - 5pm
- Thursday 8.15am - 1:15pm
- Friday 8.15 - 12:15pm
MUST have flexibility to cover other shifts for holidays / sickness.
The role includes managing patient enquiries, appointments, telephone calls and administrative tasks, while working closely with GPs, nurses and the wider practice team. Excellent communication, organisation and customer service skills are essential, along with a commitment to patient confidentiality and high-quality care.
Main duties of the job
- Act as the first point of contact for patients, providing a friendly, professional and helpful service.
- Manage patient appointments, enquiries and telephone calls efficiently.
- Coordinate patient care and liaise with GPs, nurses, healthcare professionals and external services.
- Support patients with navigating practice services and accessing appropriate care.
- Process referrals, prescriptions, test results and other administrative requests as required.
- Maintain accurate and up-to-date patient records in accordance with practice procedures.
- Handle sensitive and confidential information in line with GDPR and practice policies.
- Communicate effectively with patients, including those who may be distressed, vulnerable or have additional needs.
- Support the smooth day-to-day running of reception and administrative services.
- Work collaboratively with the wider practice team to provide a high standard of patient care.
- Undertake general administrative duties and other reasonable tasks appropriate to the role.
About us
We are a friendly, supportive and forward-thinking GP practice with a team of 6 GPs, a dedicated nursing team and strong administrative support. We value teamwork, open communication and a patient-centred approach, with everyone working together to provide safe, efficient and high-quality care.
We embrace technology, innovation and modern ways of working to improve patient experience and streamline practice processes. We encourage our team to share ideas, support each other and contribute to the ongoing development of the practice. We offer a positive and collaborative working environment where staff are valued, respected and encouraged to develop their skills.
Job responsibilities
- Offer general assistance to the practice team and project a positive and friendly image to patients and other visitors, either in person or via the telephone
- Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way
- Undertake a variety of administrative duties to assist in the smooth running of the practice.
- Facilitate effective communication between patients, members of the primary health care team, secondary care and other associated healthcare agencies
The duties and responsibilities to be undertaken by members of the reception team may include any or all of the items in the following list. Duties may be varied from time to time under the direction of the Reception Coordinator and Management team, dependent on current and evolving practice workload and staffing levels:
Care Navigation
- Processing personal and telephone requests for appointments, visits and telephone consultations, and ensuring callers are directed to the appropriate healthcare professional
- Care navigate patients requests using the correct dispositions and guidelines to ensure all requests are dealt with correctly and in accordance with the patients medical needs.
- Initiating contact with and responding to requests from patients, other team member and associated healthcare agencies and providers
- Process appointment requests for today/future appointments from patients by telephone and in person.
- Deal with visits/requests
Administration
- Be familiar with all practice protocols and polices
- Deal with enquiries from patients, arrange appointments and explain practice procedures.
- Direct patients to consulting rooms when necessary and assist patient who require help
- Deal with incoming telephone calls, act accordingly, or take accurate messages and pass on to the relevant personnel
- Enter data into patients electronic NHS Care Record
- To generate EMIS patient online access
- To book emergency ambulance when asked to do so by a clinician
- To be familiar with both practice appointment books and extended hours services
- To be familiar with the practice intranet ( Teamnet)
- To read and respond when necessary to NHS email
- To activate booking in kiosks
- Deal with prescription queries
- Manage new patient registrations
- Additional administration duties on behalf of the practitioners or Practice Manager
Premises
- To open and lock the premises and know the correct procedures for securing the premises
- Know how to contact the alarm companies
- Ensure reception waiting area is kept tidy and safe for patients
- Ensure only up to date posters and leaflets are displayed
Training
- Undertake training as directed
- Attend primary healthcare team meetings, reception team meetings, and protected time for learning sessions. (PLT)
- To maintain Bluestream training modules
Qualifications
Essential
- GCSE or Equivalent in English and Maths
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.
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