Care Coordinator/Receptionist @ Bretton Park Healthcare

Job summary

Bretton Park Healthcare is looking for a motivated, organised and approachable Care Coordinator / Receptionist to join our Administration Team.

We welcome applicants with experience in customer service, administration, office support, coordination or healthcare. Previous medical reception experience is desirable but not essential, as training and support will be provided.

This varied role combines patient-facing reception duties with care coordination and administration. You will help patients access appropriate services, coordinate appointments, referrals and follow-up activities, maintain accurate records and support communication between patients, clinicians and external services.

The successful candidate will have excellent communication and organisational skills, good IT skills and a professional approach to confidentiality. You will be able to manage competing priorities, work effectively as part of a team and use your initiative to ensure tasks are completed accurately and on time.

Bretton Park Healthcare operates across Bretton Medical Practice and Park Medical Centre in Peterborough, caring for just under 22,000 patients. We are a friendly, multidisciplinary team, a registered training practice and actively involved in research.

If you are dependable, keen to learn and enjoy helping people, we would welcome your application. The successful candidate will work across both practice sites as required.

Main duties of the job

The postholder will provide a welcoming and efficient reception service while supporting the coordination of patient care and the day-to-day administrative work of the practices.

Responsibilities will include

• Helping patients access the appropriate service or healthcare professional.
• Booking, amending and cancelling appointments in accordance with practice procedures.
• Supporting patient registration, updating demographic information and maintaining accurate records.
• Processing repeat prescription requests in line with practice protocols.
• Coordinating referrals, recalls and follow-up activities and monitoring outstanding administrative tasks.
• Liaising with patients, carers, clinicians, care homes and external healthcare providers where appropriate.
• Using SystmOne and other relevant systems to record information and complete administrative tasks.
• Identifying outstanding actions, delays or issues and escalating them to the appropriate colleague.
• Supporting the wider administration team to maintain an efficient and responsive service.

About us

Bretton Park Healthcare comprises two practices, Bretton Medical Practice and Park Medical Centre, which have worked together since January 2022.

We are a motivated and friendly team committed to providing high-quality patient care, supporting education and development, and participating in research. Across our two sites, we care for just under 22,000 patients.

Our experienced multidisciplinary team includes GPs, nurse practitioners, nurses, healthcare assistants, pharmacists, social prescribers, care coordinators and administrative colleagues.

We are a registered training practice and actively involved in research. We value teamwork, professional development and the contribution that every member of staff makes to the patient experience.

If you are enthusiastic, dependable and keen to learn, we would welcome your application.

Job description

Job responsibilities

To provide an efficient reception service and coordinate patient access to appropriate healthcare services. The postholder will support patients, clinicians and the wider practice team by managing enquiries, appointments, referrals, follow-up activities and administrative tasks, helping to ensure patients receive a timely and effective service.

Main duties and responsibilities

1. Reception and patient services

• Welcome patients and visitors, providing a friendly, professional and helpful service.
• Answer telephone calls, respond to enquiries, take messages and direct requests to the appropriate person.
• Process appointment requests for same-day and future appointments in accordance with practice procedures.
• Assist patients with appointment changes, cancellations and general enquiries.
• Register new patients and update patient details and records.
• Process repeat prescription requests in accordance with practice protocols.
• Handle incoming correspondence and digital requests, forwarding them to the appropriate team.
• Maintain an organised and professional reception environment.
• Provide reception cover across both practice sites as required.

2. Care coordination and patient navigation

• Help patients access appropriate health and care services.
• Coordinate appointments, referrals, recalls and follow-up activities in accordance with agreed procedures.
• Liaise with patients, carers, clinicians, care homes and external healthcare providers where appropriate.
• Support patients who require additional assistance navigating services or arranging follow-up.
• Monitor outstanding administrative tasks and follow up with relevant colleagues to support timely completion.
• Work collaboratively with care coordinators and other members of the multidisciplinary team.
• Maintain accurate records of actions and follow-up arrangements.
• Identify delays, incomplete actions or issues requiring further attention and escalate them appropriately.
• Refer clinical questions or concerns to an appropriately qualified healthcare professional.

3. Administration and clinical systems

• Use SystmOne and other relevant systems to maintain accurate patient information.
• Undertake data entry, update records and process information in accordance with practice procedures.
• Follow written protocols and maintain an understanding of relevant practice processes.
• Ensure allocated administrative tasks are completed accurately and within agreed timescales.
• Support colleagues with general administrative duties as required.
• Undertake mandatory training and participate in induction and ongoing development.

4. Communication and teamwork

• Communicate clearly and courteously with patients, colleagues and external organisations.
• Deal with enquiries sensitively and maintain a calm, professional approach in a busy environment.
• Work collaboratively with clinical and administrative colleagues across both sites.
• Adapt to changing priorities and support the wider team when required.
• Recognise the limits of the role and seek guidance when necessary.

5. Confidentiality and professional responsibilities

• Maintain confidentiality of patient, staff and practice information.
• Comply with data protection, information governance and practice policies.
• Follow relevant health and safety and security procedures.
• Treat patients, carers, colleagues and visitors with dignity, respect and courtesy.
• Participate in training, supervision and performance reviews as required.
• Undertake other reasonable duties appropriate to the role.

Person Specification

Knowledge and skills

Essential

• Good written and verbal communication skills.
• A friendly and professional telephone manner.
• Friendly, approachable and patient-focused.
• Reliable, flexible and willing to learn.

Desirable

• Empathetic and respectful when dealing with people from different backgrounds.
• Able to maintain confidentiality and handle sensitive information appropriately.
• Knowledge of SystmOne or another clinical record system.
• Experience coordinating appointments, referrals, recalls or follow-up activities.

Qualifications

Essential

• Good standard of general education.
• Willingness to undertake relevant training and learn practice procedures and systems.

Desirable

• Previous experience working in a GP practice, the NHS or another healthcare setting.
• Previous medical reception or healthcare administration experience.
• Knowledge of SystmOne or another clinical record system.
• Experience coordinating appointments, referrals, recalls or follow-up activities.
• Familiarity with Microsoft Office applications and electronic record keeping.
• Understanding of patient confidentiality and information governance in a healthcare setting.

Experience

Essential

• Experience of working with the public, customers, service users or colleagues in a professional setting.
• Experience of administration, customer service, reception, coordination or a similar role.

Desirable

• Ability to work independently on allocated tasks and contribute effectively to a team.

Employer details

Employer name

Bretton Park Healthcare

Address

Bretton Medical, Rightwell East

Bretton

Peterborough

PE1 2UF

United Kingdom