Overview
Claremont Clinic is seeking an experienced Patient Coordinator/Receptionist to join our busy, growing practice team. The role focuses on delivering exceptional patient service and ensuring the smooth operation of the reception desk.
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.
Qualifications & Attributes
* 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 in handling sensitive situations with empathy and professionalism.
* Strong teamwork and independent problem-solving abilities.
* Proficient in IT and general administration tasks.
Role Details
* Job titles: Patient Coordinator x2 Posts
* Post 1: 25 hours per week, Monday to Friday 8:00–13:00
* Post 2: 30 hours per week, Monday to Friday 13:00–19:00
* Responsible to: The Practice Manager
* Accountable to: The General Practitioners in the Partnership
Duties
* Greet patients on arrival and check them in manually or via patient touch screen.
* Answer and redirect telephone enquiries; handle face-to-face enquiries.
* Book appointments, including interpreters when needed; manage recall lists for immunisations, smear targets and test recalls.
* Process messages from patients, clinicians, or external bodies and take appropriate action.
* Generate electronic/online repeat prescription requests and prepare prescriptions for verification and signature.
* Record home visit requests and pass to the relevant clinician.
* Register new patients and enable secure online access; book new patient health checks.
* Open mail and distribute; manage confidential mail as directed.
* Maintain administration of cytology and ensure childhood immunisation targets are up to date.
* Scan hospital reports and letters; assist records clerk with scanning workload.
* Carry out patient/GP Registrar surveys; manage GMS3 forms and renew expired forms.
* Maintain computer databases including patient PDS records; manage external/internal emails and workflow tasks.
* Post/send communications; manage online consultations and e-referral system; assist with clinicians’ worklists.
* Ensure adequate stationery/equipment; confirm clinic attendance appointments; assist with diabetic recall for clinics.
* Turn on telephones and direct to out-of-hours service as appropriate; keep reception area tidy.
* Use EMISWeb to communicate outstanding queries and ensure premises are secure when staff leave.
* Undertake any other duties as instructed by management.
Confidentiality
Any information about patients, personal or medical must be regarded as strictly confidential. Any breach of this confidentiality may lead to dismissal.
Qualifications – Details
* Essential: Proficient Windows-based ICT skills with EMISWeb (or SystmOne) and related systems (e.g., accuRx).
* Desirable: GCSEs in English and Maths (C or above).
Attributes & Experience
* Essential: Excellent communication skills; ability to maintain confidentiality; empathy and professionalism; teamwork and independent problem-solving abilities.
* Desirable: Local area resident or ability to commute to Claremont Clinic within 20 minutes.
* Essential: At least one year of General Practice patient coordination/reception experience.
Disclosures
Disclosure and Barring Service (DBS) check may be required. This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975; a disclosure may be sought.
Employer Details
Claremont Clinic, 459-463 Romford Road, Forest Gate, London, E7 8AB
Website: www.claremontclinic.co.uk
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