About this role
Job summary
To ensure that patients are assisted courteously, efficiently and with empathy, and to support other members of the practice team. The Care Coordinator will act as the first point of call for patients; receiving and directing them to the most appropriate care and answering their enquiries. In addition to reception duties they will also carry out administrative tasks to support the delivery of an efficient caring, and high quality service to our patients.
Main duties of the job
Provide patient support, care navigation, and administrative services within a GP practice. Signpost patients to appropriate NHS, social care, and community services, make referrals through the Community Pharmacy Consultation Scheme, support registrations, and assist patients with complex needs. Conduct cancer care review calls, arrange follow-ups, and liaise with multidisciplinary teams to improve access to care.
Deliver professional reception services by welcoming patients, managing appointments, handling enquiries, processing messages, booking interpreters, issuing forms and referral letters, collecting fees, and responding to complaints with empathy and professionalism.
Manage telephone systems, ensuring calls are answered promptly, messages are recorded accurately, and out-of-hours services are maintained.
Carry out administrative duties including patient registration, record updates, document management, prescription and referral processing, correspondence, recalls, data collection, and use of EMIS Web, Accurx, iPlato, ICE, and Docmail systems.
Maintain patient records through scanning, coding, summarising, processing registrations and deductions, and tracking investigations and referrals.
Complete opening and closing procedures, maintain reception areas, secure premises, ensure confidentiality, support team working, attend training and appraisals, promote equality and diversity, and provide flexible cover during periods of increased demand.
About us
We are a friendly, patient-focused practice serving a diverse community in Gateshead, with a strong emphasis on teamwork, continuity of care and staff wellbeing. Conveniently located in Bensham, Gateshead, the practice offers excellent commuter access via the Redheugh Bridge and Tyne Bridge, making it easily accessible from Newcastle and North Tyneside.
Job description Job responsibilities
Care Coordination
1. Signposting, navigation and coordination of services
Supporting migrant patients to get the care they need
Making referrals to the Community Pharmacy Consultation Scheme
Signposting patient to services and clinicians that will meet their needs
Helping patients to navigate health, social care and VCSE services including accompanying them in consultations or in attending other services where required
Supporting patients to register with the practice where there is a barrier, ie language, cultural considerations etc.
Carrying out cancer care review calls and arranging follow up with the GP or other appropriate clinician as required
Supporting patients with complex needs by carrying out calls to ensure they attend for reviews and working with the MDT to remove any barriers to them accessing care
Reception Duties
2. Receiving and Directing Patients
Receive and direct patients on arrival at the reception desk in a friendly and courteous manner, ensuring their requirements are met professionally and efficiently
Warmly welcome and register new patients who are in the practice area and inform patients of practice facilities.
Provide help to patients with general enquiries, and to assist them to make appointments, using the computer appointment system.
Care navigation to ensure the patient is seen by the most appropriate clinician or service to meet their needs. Signposting to other services as required.
Receive, record and direct accurate messages when appropriate and pass these onto other members of the team using emails or the clinical system
Answer telephones promptly in a polite and professional manner and manage calls appropriately. Dealing with patients and other callers and forwarding to the most appropriate team member if necessary
Deal efficiently with general enquiries from patients, explain surgery procedures, appointment system and all other procedures for obtaining services, hand out patient pack or practice leaflet as appropriate
To advise patients on approximate waiting times and of any unexpected delays
To book interpreters for patients when needed
To take in fees from patients where applicable and issue receipts
To give patients any forms or referral letters that are waiting for collection checking ID and taking in fees where necessary
To listen to patients complaints, remaining polite and empathetic at all times, making sure they are addressed and dealt with appropriately, enlisting the help of a senior colleague when needed
3. Operation of Telephone System
Receive and make calls as required. Divert calls and take messages as appropriate
Ensure phones are answered within 5 rings.
Ensure that system is operational at the beginning of each day.
Ensure that the out of hours messages are updated and that the phones are transferred to out-of-hours when the practice is closed.
4. Administrative Duties
Register patients on the clinical system ensuring all details needed for the registration authority are completed correctly.
To check and update patients addresses and telephone numbers and other contact information on the clinical system
Document management of clinical mail
To take in prescription requests and give out prescriptions
To generate prescriptions as required
To post outgoing letters at the end of each shift and use docmail to send letters
Use Accurx and Iplato text messaging systems to communicate with patients
To undertake photocopying and faxing as needed including photocopying patients notes
To phone patients for recall and data collection purposes and correctly record data in patients medical record
Photocopy the practice leaflet ensuring that there is always a supply available at reception
Make up registration packs
Complete tasks sent via EMIS Web
Email and send referrals via EMIS Web as requested by clinical team
Fax referrals and prescriptions as requested by clinicians or other administrators
Assist with processing of ereferrals, check on progress of referrals and follow up with patients where they have not attended urgent hospital appointments
Processing requests for and checking progress of patient investigations on the ICE system
Assist with updating of website
May be required to assist in setting up of meetings and taking minutes
5. Patient Records
To extract any paper records that may be needed urgently for a clinician
To assist with making up of new patient records when sent as Lloyd George record.
Requesting old medical records from PCSE when they do not arrive in a timely fashion
To assist with the scanning of patient related documents when the workload
Processing registrations, deductions and receipt of medical records on EMIS Web in a timely fashion
Summarising of patient records
Read coding of patient letters
6. Start and End of Day Procedures
Opening and locking up of the practice at the beginning and end of the day
At the start of the day, make all necessary preparation to receive patients and carry out day to day tasks
To ensure that the reception area is tidy and ready for use by staff the next day
To tidy waiting area i.e. collect together magazines and leaflets etc at the end of morning and evening surgery
Record fridge temperatures when nursing staff on leave.
Secure premises at the end of the day, ensure the Practice corridor is totally secured (windows & doors locked/lights out etc), and equipment turned off.
Complete start and end of day checklist
General Tasks
To ensure confidentiality is maintained at all times.
Chaperone for the GPs if requested to do so.
To help with any other tasks that may require to be done in order to maintain efficient operation of the practice as requested by the doctors or practice manager.
To attend Reception meetings when scheduled
To attend one to one supervision meetings with the Practice Manager
Assist in formulation of practice philosophy, strategy and policy
To contribute to team working within the practice, offering support to and seeking support from colleagues wherever possible
To participate in appraisals and PDP (Personal Development Plan) and team training opportunities
To promote equality of opportunity for both staff and patients, reflecting the fact that the practice operates in, and is part of, a diverse community
Person Specification
Qualifications Essential
Computer literate Knowledge of clinical databases including EMIS Web Ability to use Microsoft Office programs Word & Excel and email Ability to file accurately Education to GCSE level, NVQ level 2 or equivalent Administrative qualification Document management Active signposting Ability to speak other languages Care Coordination training
Experience Essential
Experience working in a environment with direct contact with the public Experience with database systems
Desirable
Experience of working in General Practice or other health care setting Experience working in a environment with direct contact with the public Experience with database systems Experience of summarizing and read coding Experience of using choose and book Knowledge and understanding of the Quality and Outcomes Framework
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 Second Street Surgery
Address Second Street
Gateshead
Tyne And Wear
NE8 2UR
United Kingdom
Employer's website https://secondstreetsurgery.nhs.uk/ (Opens in a new tab)