Job Summary
Are you an experienced patient coordinator/receptionist with a passion for delivering exceptional customer service? Claremont Clinic is seeking an experienced and dedicated individual to join our busy, growing practice team to make a positive impact on our local community.
Join Claremont Clinic and be part of our commitment to exceptional healthcare delivery.
Key Responsibilities
* Ensure the smooth operation of our reception desk with professionalism and organisation.
* Answer calls, review emails, inbound documents and prescription requests.
* Act as the primary point of contact, fostering communication between patients, clinicians, and the practice team. Help signpost patients to services.
* Deliver consistently high standards of customer service.
Attributes We Value
* Previous experience in medical/healthcare reception roles.
* Excellent communication skills with a clear and polite telephone manner.
* Ability to maintain confidentiality and discretion with patients.
* Experience handling sensitive situations with empathy and professionalism.
* Strong teamwork and independent problem‑solving abilities.
* Proficient in IT and general administration tasks.
About Claremont Clinic
Claremont Clinic has been providing care to our community in Forest Gate and the surrounding area since 1951. We have over 12,300 registered patients and our premises have recently been fully refurbished. Our diverse workforce serves a diverse community with varying health needs. We are a highly rated practice, recently achieving 4.4 stars on Google and positive feedback in the 2025 National GP Patient Survey.
We are located on Romford Road with good transport links; the Woodgrange Park and Wanstead Park Suffragette Line (Overground) and Forest Gate and Manor Park (Elizabeth Line) stations are all within walking distance (All Zone 3 London). There are bus stops nearby.
Job Details
Job title: Patient Coordinator
Hours: 30 hours per week, Monday to Friday, 1:00 pm to 7:00 pm (13:00‑19:00)
Contract: Permanent, Part‑time
Pay: £12.21 to £12.71 per hour
Location: 459–463 Romford Road, Forest Gate, London, E7 8AB
Responsibilities
* Greet all patients on arrival, ensuring they are checked in manually or via the patient touch screen.
* Answer the telephone, dealing with or redirecting enquiries.
* Handle all face‑to‑face general enquiries, referring where necessary.
* Make new and follow‑up appointments, including booking interpreters when needed.
* Manage call and recall of patient lists as instructed (immunisation, smear targets, test recalls).
* Deal with messages from patients/clinicians or external bodies and take appropriate action.
* Generate electronic/online repeat prescription requests and allocate as instructed; prepare repeat prescriptions for verification and signature of doctor.
* Record requests for home visits and ensure they are passed onto the relevant clinician.
* Register new patients following practice policy, including enabling secure online access to their medical records and booking health checks upon new registration.
* Open mail and distribute as appropriate. Leave private, confidential, and personal mail unopened in the Practice Manager’s tray as directed.
* Maintain administration of the cytology (send off completed deferral smear forms) and ensure childhood immunisation targets are kept up to date.
* Scan hospital reports and letters, ensuring the scanning of patient correspondence is kept up to date; help the records clerk keep up to date with their scanning workload.
* Carry out patient/GP Registrar surveys.
* Complete and enter appropriate GMS3 (Temporary Services) forms; renew expired forms as necessary.
* Maintain computer databases, including the patients’ PDS records.
* Ensure that external and internal email accounts are viewed daily and workflow tasks are completed appropriately; log outgoing post/mail and take responsibility for posting at the end of the day.
* Oversee daily incoming electronic document management and online consultation forms.
* Offer all services to patients, including extended opening hours and Community Pharmacy Consultation Services (CPCS) and any future new initiatives.
* Enter appropriate read codes as instructed by practice, including admin coding and QOF/SNS coding.
* Ensure sufficient supply of stationery/equipment in all consulting rooms.
* Confirm all clinic attendance appointments prior to the appointment date as per task allocation.
* Assist in the administration of the patient e‑referral system and manage the day‑to‑day clinicians’ worklists.
* Train staff to ensure that the diabetic recall for clinics is kept up to date, including searches, letters and blood tests sent to patients as instructed.
* Ensure that telephones are turned on and switched over to the out‑of‑hours service as appropriate.
* Keep reception area tidy and ready for incoming colleagues; use EMISWeb to communicate any outstanding queries to colleagues.
* Staff working in the evening must ensure premises are fully vacated by patients and securely locked.
* Undertake any other duties as instructed by management.
Confidentiality
Any information about patients, personal or medical must be regarded as strictly confidential. Breaching this confidentiality will be grounds for instant dismissal.
Qualifications (Essential)
* Proficient Microsoft Windows–based ICT skills with experience using EMISWeb or equivalent e.g., SystmOne, and associated systems such as accuRx.
* A polite and helpful manner and good communication skills.
Qualifications (Desirable)
* GCSE grades C or above or equivalent in English and Maths.
Attributes (Essential)
* Excellent communication skills with a clear and polite telephone manner.
* Ability to maintain confidentiality and discretion with patients.
* Handling sensitive situations with empathy and professionalism.
* Strong teamwork and independent problem‑solving abilities.
Attributes (Desirable)
* Live in the local area or be able to commute to Claremont Clinic within 20 minutes.
Experience (Essential)
* At least one year of experience working in a General Practice setting in a Patient Coordinator/Reception role.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and requires a DSAR submission to the Disclosure and Barring Service to check for any previous criminal convictions.
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