About this role
Job summary
To apply, please fill out the online application form.
Interviews are being held on the 29th November.
The role of a Primary Care Co-ordinator is central to ensuring smooth day-to-day operations within a medical practice. They act as the first point of contact for patients, carers, and visitors, creating a welcoming and supportive environment while maintaining professionalism and efficiency. A Primary Care Co-ordinators responsibilities extend beyond answering phones and booking appointments; they play a vital part in the overall patient experience and the effectiveness of the healthcare team.
Main duties of the job
This role involves being the first point of contact for patients, carers, and visitors, providing a professional and welcoming service through handling enquiries, booking appointments, and supporting vulnerable patients while maintaining confidentiality. Responsibilities include managing and updating patient records, processing prescriptions, handling documentation, and keeping reception areas safe and organised. The post holder will work collaboratively with GPs, nurses, and practice staff to ensure smooth operations, escalating issues when necessary, and supporting wider practice initiatives such as clinics and health campaigns. They are expected to treat all patients and colleagues with dignity and respect, uphold GDPR and practice policies, adapt to changing demands, and contribute to continuous service improvement through meetings, training, and other duties as required by management.
About us Sandwich Medical Practice is a welcoming and progressive GP surgery located in the heart of Sandwich, Kent. Formed in 2019 from the merger of Market Place and The Butchery Surgeries, we are proud to be part of the Deal & Sandwich Primary Care Network, working closely with neighbouring practices to support our local community. Rated Good by the Care Quality Commission, we offer a wide range of services and are also a training practice, supporting GP trainees, medical and nursing students. We are committed to providing compassionate, patient-centred care and are always looking for new ways to improve how we work.
In September 2025, we introduced a new Modern General Practice approach, using a total triage appointment system to make accessing our services easier, safer and more efficient for patients. We have a dedicated, friendly team who support one another and take pride in delivering the best possible care to our community.
Job description Job responsibilities
The Primary Care Co-ordinator will play a vital role in delivering an excellent first impression of the practice, acting as the primary point of contact for patients, carers, and visitors. The post holder will provide a welcoming, professional, and efficient service by managing face-to-face and telephone enquiries, directing individuals to the appropriate services, and ensuring urgent needs are prioritised. Key responsibilities include booking, amending, and cancelling appointments to optimise clinical time, assisting patients with completing forms and updating personal details, and processing repeat prescription requests in line with practice protocols. A core aspect of the role is supporting vulnerable patients, including those with disabilities, language barriers, or additional needs, ensuring equitable access to care. The post holder will maintain the highest standards of patient confidentiality at all times, in line with GDPR and practice policies, while treating all patients and colleagues with dignity, respect, and compassion.
In addition to patient-facing duties, the role encompasses a range of administrative tasks, including maintaining and updating accurate patient records using the clinical system, managing incoming documentation, preparing reports and audits, and supporting data entry, scanning, and filing requirements. The post holder will also ensure the reception and waiting areas remain clean, safe, and welcoming, contributing to a positive patient experience. Strong organisational skills, attention to detail, and the ability to manage competing priorities will be essential.
Collaboration and teamwork are fundamental to the role. The post holder will work closely with GPs, nurses, and other practice staff to maintain smooth patient flow, escalate complex or urgent issues appropriately, and provide cover during periods of staff absence. They will actively contribute to practice-wide initiatives, such as flu clinics, health promotion campaigns, and patient engagement activities, while also supporting clinicians with administrative needs. Attendance and participation in practice meetings, training sessions, and appraisals are expected, with the post holder contributing ideas for continuous service improvement.
This position requires a compassionate, adaptable, and proactive individual who can thrive in a busy, patient-focused environment. The successful candidate will uphold the practices policies on confidentiality, safeguarding, and health and safety, while demonstrating professionalism and empathy in every interaction. By combining excellent communication skills with strong administrative capabilities, the post holder will support the smooth running of the reception and wider practice, helping to deliver high-quality care and an outstanding patient experience.
Person Specification
Clinical governance Essential
Awareness of the importance of confidentiality, patient safety, and accuracy in clinical records.
Desirable
Understanding of clinical governance principles, including safeguarding, infection prevention, and incident reporting.
Qualifications Essential
Good standard of general education (minimum GCSE level or equivalent in English and Maths).
Desirable
NVQ or diploma in Business Administration or Customer Service. Training in medical terminology.
Personal/ professional attributes Essential
Friendly, approachable, and professional manner. Ability to remain calm, empathetic, and polite when dealing with distressed or difficult patients. Flexible and adaptable to meet the needs of the practice. Reliable, punctual, and able to work effectively as part of a team. Commitment to providing high-quality patient service.
Desirable
Willingness to undertake further training and development.
Other requirements Essential
Inspires others and leads by example. Able to make calm rational decisions in the face of adversity.
Experience Essential
Customer service and reception experience Please describe your experience of working in a customer service reception or administrative role Please include an example of dealing with telephone calls and face to face enquiries in a busy environment and explain how you maintained a professional and helpful approach Communication and interpersonal skills Please describe a situation where you have dealt with a difficult or upset customer patient or member of the public Explain how you communicated with them how you handled the situation and what the outcome was IT skills You select Print on your computer but the document does not print Give three things you would check or try before asking for assistance Working under pressure and managing priorities You are working in a busy GP reception area A patient is waiting at the reception desk the telephone is ringing a clinician has asked you to send an urgent message and you also have routine administrative tasks waiting to be completed Please explain how you would prioritise and manage these competing demands while ensuring your work remains accurate Organisation and attention to detail Please give an example of a time when your organisational skills and attention to detail were important Explain how you organised your work how you ensured accuracy and what you did to prevent mistakes Confidentiality and data protection A person telephones the surgery and says they are calling on behalf of their husband They ask whether their husbands blood test results have been received Please explain what you would do before providing any information and why Please demonstrate your awareness of patient confidentiality and data protection including GDPR
Desirable
Previous experience working in a GP practice, healthcare setting, or NHS environment. Experience using patient record systems (e.g. EMIS, Docman, Anima). Knowledge of NHS services and referral processes. Familiarity with clinical systems and appointment booking software.
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.
Employer details Employer name Sandwich Medical Practice
Address Cattle Market
Sandwich
Kent
CT13 9ET
United Kingdom
Employer's website https://www.sandwichmedicalpractice.co.uk/ (Opens in a new tab)