Job summary
Victoria Medical Centre
We are looking for an enthusiastic and compassionate Receptionist / Care Coordinator to join our dedicated team at Victoria Medical Centre. As a key member of our front of house and administrative team you will help ensure that patients receive high quality timely and person centred care. This role is ideal for someone who enjoys working with the public thrives in a fast paced environment and wants to make a meaningful difference in the health and wellbeing of our community.
You will be part of a supportive friendly practice and will work closely with clinicians administrative colleagues and our Primary Care Network to help patients navigate services access the right support and receive coordinated care. Every day will be varied from supporting digital and clinical pathways to providing essential information problem solving and helping patients feel welcomed and reassured.
This is a rewarding opportunity for someone who is motivated organised and passionate about delivering excellent patient experience.
Main duties of the job
- Provide a welcoming first point of contact for patients and support them in accessing the most appropriate care.
- Manage appointments including booking, amending, prioritising urgent needs and supporting digital access.
- Signpost patients to suitable services such as community pharmacy or wider community support.
- Handle incoming telephone calls efficiently, including transferring calls, taking accurate messages and supporting the practices telephone system.
- Process repeat prescriptions accurately following practice policies.
- Record and coordinate home visit requests and prepare information for clinicians.
- Assist with administrative tasks including data entry, email management, handling post and maintaining patient records.
- Support the coordination of personalised care plans and engagement with the Primary Care Network team.
- Manage specimens, ambulance bookings and interpretation service arrangements when required.
- Maintain confidentiality, uphold data protection standards and contribute to safe, effective running of the practice.
- Work collaboratively with the multidisciplinary team to ensure smooth patient care and contribute to practice quality and improvement activities.
About us
Victoria Medical Centre is a long established gp practice located in the west of south tyneside serving a diverse and growing patient population. As part of the south tyneside west primary care network we work collaboratively with neighbouring practices and community partners to deliver high quality accessible and person centred healthcare
Our team includes gps nurses allied health professionals care coordinators administrative staff and pcn based roles who work together to provide comprehensive primary care services. We are committed to improving health outcomes supporting preventative care and ensuring patients receive timely advice treatment and support
We aim to create a welcoming and supportive environment for both patients and staff promoting continuous learning innovation and high clinical and operational standards. Our practice embraces digital solutions personalised care approaches and strong multidisciplinary teamwork to meet the needs of our community
Job description
Job responsibilities
The Care Coordinator Receptionist supports patients and the Practice Team by helping people access timely safe and person centred care
- The Care Coordinator Receptionist supports patients and the Practice Team by helping people access timely safe and person centred care
- The role involves patient contact administration and service coordination within Victoria Medical Centre and the South Tyneside West Primary Care Network
Main Duties Include
- Providing a welcoming and supportive first point of contact for all patients
- Helping patients access the right type of care by managing appointments signposting and offering guidance
- Working closely with Clinicians and Practice Staff to support coordinated personalised and proactive care
- Supporting the creation and maintenance of personalised care and support plans
- Assisting patients and carers in navigating health and wellbeing services
- Supporting the delivery of Public Health campaigns quality schemes and practice wide initiatives
- Answering telephone calls promptly and professionally using the Practice telephony system
- Handling and recording messages accurately and ensuring they reach the correct team member
- Managing repeat prescription requests in line with Practice processes and policies
- Recording requests for home visits and preparing summaries for the visiting Clinician
- Completing administrative tasks including data entry email management post handling and maintaining patient records
- Assisting with the organisation of ambulance bookings specimen processing and interpreting services
- Ensuring all areas of work follow Data Protection and confidentiality requirements
- Supporting the Practice Team in maintaining a safe tidy and effective working environment
- Contributing to continuous improvement through teamwork problem solving and learning
- Working collaboratively with Primary Care colleagues Allied Health Professionals and community partners
- Supporting digital tools that enhance patient access communication and care coordination
- Assisting with reception and building support tasks such as opening closing and preparing rooms for clinical sessions
- Promoting equality diversity and patient rights in all interactions
- Engaging in training and development to maintain skills knowledge and service quality
Expectiations
- The post holder acts with professionalism compassion and adaptability
- The post holder supports patients colleagues and the wider Primary Care Network
- The role requires effective communication a calm approach and the ability to work well in a busy environment
- The post holder maintains accuracy confidentiality and a patient focused attitude
Job description
Job responsibilities
The Care Coordinator Receptionist supports patients and the Practice Team by helping people access timely safe and person centred care
- The Care Coordinator Receptionist supports patients and the Practice Team by helping people access timely safe and person centred care
- The role involves patient contact administration and service coordination within Victoria Medical Centre and the South Tyneside West Primary Care Network
Main Duties Include
- Providing a welcoming and supportive first point of contact for all patients
- Helping patients access the right type of care by managing appointments signposting and offering guidance
- Working closely with Clinicians and Practice Staff to support coordinated personalised and proactive care
- Supporting the creation and maintenance of personalised care and support plans
- Assisting patients and carers in navigating health and wellbeing services
- Supporting the delivery of Public Health campaigns quality schemes and practice wide initiatives
- Answering telephone calls promptly and professionally using the Practice telephony system
- Handling and recording messages accurately and ensuring they reach the correct team member
- Managing repeat prescription requests in line with Practice processes and policies
- Recording requests for home visits and preparing summaries for the visiting Clinician
- Completing administrative tasks including data entry email management post handling and maintaining patient records
- Assisting with the organisation of ambulance bookings specimen processing and interpreting services
- Ensuring all areas of work follow Data Protection and confidentiality requirements
- Supporting the Practice Team in maintaining a safe tidy and effective working environment
- Contributing to continuous improvement through teamwork problem solving and learning
- Working collaboratively with Primary Care colleagues Allied Health Professionals and community partners
- Supporting digital tools that enhance patient access communication and care coordination
- Assisting with reception and building support tasks such as opening closing and preparing rooms for clinical sessions
- Promoting equality diversity and patient rights in all interactions
- Engaging in training and development to maintain skills knowledge and service quality
Expectiations
- The post holder acts with professionalism compassion and adaptability
- The post holder supports patients colleagues and the wider Primary Care Network
- The role requires effective communication a calm approach and the ability to work well in a busy environment
- The post holder maintains accuracy confidentiality and a patient focused attitude
Person Specification
Experience
Essential
- Experience working in a customer service environment or clear understanding of the receptionist role in primary care
- Understanding of customer care principles
- Understanding and adherence to confidentiality requirements
- Understanding of data protection responsibilities
Desirable
- Experience working as a receptionist in a GP practice
- Experience using EMIS Web
- Above average IT skills
Qualifications
Essential
- Good general education for example GCSE grade C or above or equivalent in
- English Language
- Maths
- Information Technology or Computer Sciences
Desirable
- Medical terminology knowledge
- IT qualification
Person Specification
Experience
Essential
- Experience working in a customer service environment or clear understanding of the receptionist role in primary care
- Understanding of customer care principles
- Understanding and adherence to confidentiality requirements
- Understanding of data protection responsibilities
Desirable
- Experience working as a receptionist in a GP practice
- Experience using EMIS Web
- Above average IT skills
Qualifications
Essential
- Good general education for example GCSE grade C or above or equivalent in
- English Language
- Maths
- Information Technology or Computer Sciences
Desirable
- Medical terminology knowledge
- IT qualification
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.
