We are looking for another member to join our team of Care Coordinators working in the reception and back office of our busy GP Practice.
The role involves constant contact with our Patients either over the phone, face to face or electronically dealing with a wide variety of requests and enquiries.
Excellent communication skills, empathy, efficiency and attention to detail are all key skills required for this post.
Interviews are due to take place on the 8th and 9th of April 2026.
Main duties of the job
Toprovide a high quality, professional and effective Reception and Administrativeservice to patients, doctors, colleagues, health service professionals andothers. To act as the first point ofcontact for patients contacting the Practice and to portray the Practice in thehighest possible professional basis. To ensure that enquiries from patients areefficiently and courteously handled to the mutual satisfaction of the partnersand patients.
About us
St James Medical Practice is a Large King's Lynn Practicewith over 18,000 Patients based in a new, purpose built facility. We are aforward thinking Practice, with focus on high quality Patient care and have anappetite for trying new ways of working and employing the use of technologywere possible. We have a well established team consisting of Healthcare SupportWorkers, Nurses, Doctors, Administrative Staff and Paramedics. Our recentpatient survey results were above average for almost all categories.
Job responsibilities
To provide a high quality, professional andeffective Reception and Administrative service to patients, doctors,colleagues, health service professionals and others. To act as the first point of contact forpatients contacting the Practice and to portray the Practice in the highest possibleprofessional basis. To ensure that enquiries from patients are efficiently andcourteously handled to the mutual satisfaction of the partners and patients.
Main Dutiesand Responsibilities
Greet patients and visitors to the practice,working on the front reception desk, answering queries and redirecting requestswere required.
Answering incoming telephonecalls, ensuring calls are documented and redirected accordingly.
Book in, amend and cancelpatient appointments via our online system; Footfall, redirecting patientrequests to the relevant clinician where necessary.
Help patients to manage theirneeds through answering queries, making and managing appointments, and ensuringthat patients have good quality written or verbal information available.
Provide coordination andnavigation for patients and their carers across health and care services,working closely with social prescribing, health and wellbeing coaches, mentalhealth practitioners within the PCN.
Ensure those patients whorequire an urgent consultation are redirected to the GP/EmergencyPractitioner and booked into an appropriate slot on the same day.
Receive and accurately recordrequests for home visits, assessing urgency in accordance with the Practicesprotocols and redirecting to the Emergency Practitioner where required.
Liaise with external servicesi.e hospitals, to obtain up to date information for patients records.
Ensure computerised appointmentsystem is up to date.
Explain practice arrangementsand formal requirements to new patients and temporary residents, ensureprocedures are completed.
Advise patients of relevantcharges for private services, accept payment and issue receipts. Ensuring allGDPR related queries follow internal procedures.
Ensure correspondence, reports,results etc. are filed electronically in correct patient record and deliveredto the patient via the telephone where relevant.
Undertake administration tasksas allocated by the Deputy Operations Manager.
Action start and end of dayprocedures.
Ensure up-to-date maintenance ofboth computerised and manual filing systems (i.e. patient notes).
Check tasks, notifications, andemails daily and action where necessary.
Open incoming internal &external post and distribute to relevant people/departments.
Complete all mandatory onlinetraining relevant for the role.
Work safely always in accordancewith Legislative requirements and Practice Policy and Procedures.
Adhere to and always maintainpatient confidentiality and information governance.
Meetings
It willbe necessary to attend and contribute to various Practice meetings asrequested. The only reason for not attending will be annual leave or sickleave.
Training and personal development
Trainingrequirements will be monitored by yearly appraisal and will be in accordancewith practice requirements. Personal development will be encouraged andsupported by the Practice. It is the individuals responsibility to remain upto date with recent developments.
Confidentiality:
In theperformance of the duties outlined in this Job Description, the post-holder mayhave access to confidential information relating to patients and their carers,Practice staff and other healthcare workers.They may also have access to information relating to the Practice as abusiness organisation. All such information from any source is to beregarded as strictly confidential
Informationrelating to patients, carers, colleagues, other healthcare workers or thebusiness of the Practice may only be divulged to authorised persons inaccordance with the Practice policies and procedures relating toconfidentiality and the protection of personal and sensitive data
Health & Safety:
Thepost-holder will assist in promoting and maintaining their own and othershealth, safety and security as defined in the Practice Health & SafetyPolicy, to include:
Usingpersonal security systems within the workplace according to Practice guidelines
Identifyingthe risks involved in work activities and undertaking such activities in a waythat manages those risks
Makingeffective use of training to update knowledge and skills
Usingappropriate infection control procedures, maintaining work areas in a tidy andsafe way and free from hazards
SPECIALREQUIREMENTS OF THE POST
Have excellent ITskills including the use of MS Word, Excel, Outlook & SystmOne
Be forward thinking,proactive and methodical approach, with excellent attention to detail.
Must understand theimportance of confidentiality and data protection when handling patientsensitive data.
Ability toself-motivate, organise and prioritise workload.
Participate in anytraining and administrative team meetings when required.
Person Specification
Experience
* Evidence of working with the Public.
* Good IT Skills.
* Evidence of working with GP IT Systems.
* Previous experience of working in GP Practice.
Qualifications
* GCSE's Grades A to C in English and Maths.
* Administration Experience/Qualifications.
* Customer Service Experience/Qualifications.
* Previous experience of working in a GP Practice.
* Previous experience of working on SystmOne
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.
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