To ensure that patients are assisted courteously, efficiently and withempathy, and to support other members of the practice team. The Care Coordinator will act as thefirst point of call for patients; receiving and directing them to the mostappropriate care and answering their enquiries. In addition to reception dutiesthey will also carry out administrative tasks to support the delivery of anefficient caring, and high qualityservice 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 adiverse community in Gateshead, with a strong emphasis on teamwork, continuityof care and staff wellbeing. Conveniently located in Bensham, Gateshead, the practiceoffers excellent commuter access via the Redheugh Bridge and Tyne Bridge,making it easily accessible from Newcastle and North Tyneside.
Job responsibilities
Care Coordination
1. Signposting, navigation and coordination of services
Supportingmigrant patients to get the care they need
Makingreferrals to the Community Pharmacy Consultation Scheme
Signpostingpatient to services and clinicians that will meet their needs
Helpingpatients to navigate health, social care and VCSE services includingaccompanying them in consultations or in attending other services whererequired
Supportingpatients to register with the practice where there is a barrier, ie language,cultural considerations etc.
Carrying outcancer care review calls and arranging follow up with the GP or otherappropriate clinician as required
Supportingpatients with complex needs by carrying out calls to ensure they attend forreviews and working with the MDT to remove any barriers to them accessing care
ReceptionDuties
2. Receiving and Directing Patients
Receive and direct patients on arrival at thereception desk in a friendly and courteous manner, ensuring their requirementsare met professionally and efficiently
Warmly welcome and register newpatients who are in the practice area and inform patients of practicefacilities.
Provide help to patients withgeneral enquiries, and to assist them to make appointments, using the computerappointment system.
Care navigation to ensure thepatient is seen by the most appropriate clinician or service to meet theirneeds. Signposting to other services as required.
Receive, record and direct accurate messages whenappropriate and pass these onto other members of the team using emails or theclinical system
Answertelephones promptly in a polite and professional manner and manage callsappropriately. Dealing with patients and other callers and forwarding to themost appropriate team member if necessary
Dealefficiently with general enquiries from patients, explain surgery procedures,appointment system and all other procedures for obtaining services, hand outpatient pack or practice leaflet as appropriate
To advise patients onapproximate waiting times and of any unexpected delays
To book interpreters forpatients when needed
To take in fees from patientswhere applicable and issue receipts
To give patients any forms or referral letters that are waiting for collection checking ID and taking in feeswhere necessary
To listen to patientscomplaints, remaining polite and empathetic at all times, making sure they areaddressed and dealt with appropriately, enlisting the help of a seniorcolleague when needed
3. Operation of Telephone System
Receive andmake calls as required. Divert calls andtake messages as appropriate
Ensure phonesare answered within 5 rings.
Ensure thatsystem is operational at the beginning of each day.
Ensure thatthe out of hours messages are updated and that the phones are transferred toout-of-hours when the practice is closed.
4. Administrative Duties
Register patients on theclinical system ensuring all details needed for the registration authority arecompleted correctly.
To check and update patientsaddresses and telephone numbers and other contact information on the clinicalsystem
Document management of clinicalmail
To take in prescription requestsand give out prescriptions
To generate prescriptions asrequired
To post outgoing letters at theend of each shift and use docmail to send letters
Use Accurx and Iplato textmessaging systems to communicate with patients
To undertake photocopying andfaxing as needed including photocopying patients notes
To phone patients for recall anddata collection purposes and correctly record data in patients medical record
Photocopy the practice leafletensuring that there is always a supply available at reception
Make up registration packs
Email and send referrals viaEMIS Web as requested by clinical team
Fax referrals and prescriptionsas requested by clinicians or other administrators
Assist with processing ofereferrals, check on progress of referrals and follow up with patients wherethey have not attended urgent hospital appointments
Processing requests for andchecking progress of patient investigations on the ICE system
Assist with updating of website
May be required to assist insetting up of meetings and taking minutes
To extract any paper recordsthat may be needed urgently for a clinician
To assist with making up of newpatient records when sent as Lloyd George record.
Requesting old medical recordsfrom PCSE when they do not arrive in a timely fashion
To assist with the scanning ofpatient 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 lockingup of the practice at the beginning and end of the day
At the startof the day, make all necessarypreparation to receive patients and carry out day to day tasks
To ensure that the receptionarea 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 eveningsurgery
Record fridge temperatures whennursing staff on leave.
Securepremises at the end of the day, ensure the Practice corridor is totally secured(windows & doors locked/lights out etc), and equipment turned off.
Complete startand end of day checklist
General Tasks
To ensure confidentiality ismaintained at all times.
Chaperone for the GPs ifrequested to do so.
To help with any other tasksthat may require to be done in order to maintain efficient operation of thepractice as requested by the doctors or practice manager.
To attend Reception meetingswhen scheduled
To attend one to one supervisionmeetings with the Practice Manager
Assist in formulation of practice philosophy, strategy and policy
To contribute to team workingwithin the practice, offering support to and seeking support from colleagueswherever possible
To participate in appraisals andPDP (Personal Development Plan) and team training opportunities
To promote equality ofopportunity for both staff and patients, reflecting the fact that the practiceoperates in, and is part of, a diverse community
Person Specification
Qualifications
- 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
- Document management
- Active signposting
- Ability to speak other languages
- Care Coordination training
Experience
- Experience working in a environment with direct contact with the public
- Experience with database systems
- 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.
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