Healthcare CoordinatorNHS

Job summary

Would you like a rewarding role as a Healthcare Coordinator/Medical Receptionist where you can genuinely make a difference to people who are often excluded from mainstream healthcare?

At Bevan, we provide trauma informed, inclusive primary care to marginalised communities including people experiencing homelessness, people living in temporary or unstable accommodation

and others facing severe disadvantage. Many of our patients have experienced trauma, loss, language barriers, exploitation, and long standing health inequalities.

To do this role well, you need to be exceptional. We are looking for someone with outstanding patience, empathy, emotional resilience, and compassion, who can communicate clearly and calmly even in challenging situations. You will often be the first safe, steady and welcoming point of contact for people who may be frightened, distressed, confused, or unsure how to navigate the healthcare system.

You will provide high quality, trauma informed support to patients, clinicians, colleagues, and the wider Inclusion Health team, helping us create a service where every interaction is rooted in dignity, safety, and humanity.

Our Vision is to provide a range of services to our patients which empower them to live healthier and more fulfilling lives. We take a practical and proactive approach to breaking down social barriers to accessing health and wellbeing care.

We believe in Health, Hope and Humanity for all.

Main duties of the job

We are looking for someone who is compassionate, calm under pressure, able to build trust quickly, and capable of working sensitively with people in distress or with complex needs.

You will:

Greet and support patients who may be anxious, traumatised, confused, intoxicated, or facing communication barriers.

Communicate in a trauma informed way slow, respectful, patient, and non judgemental.

Demonstrate empathy while maintaining professional boundaries.

Recognise when a patient may need more time, privacy, reassurance, or de-escalation.

Help patients who may not understand NHS systems or who need support navigating appointments, referrals, and paperwork.

Work calmly and with emotional resilience during busy periods and unexpected situations.

Job description

Main Duties of the Job

We are looking for someone who is compassionate, calm under pressure, able to build trust quickly, and capable of working sensitively with people in distress or with complex needs.

You will:

• Greet and support patients who may be anxious, traumatised, confused, intoxicated, or facing communication barriers.
• Communicate in a trauma informed way slow, respectful, patient, and non judgemental.
• Demonstrate empathy while maintaining professional boundaries.
• Recognise when a patient may need more time, privacy, reassurance, or de-escalation.
• Help patients who may not understand NHS systems or who need support navigating appointments, referrals, and paperwork.
• Work calmly and with emotional resilience during busy periods and unexpected situations.
• Use problem solving and judgement to identify when a concern may be clinically urgent.
• Support clinicians and staff through high quality administrative and reception duties.
• Always maintain confidentiality, both inside and outside the practice.
• Contribute to a safe, supportive, welcoming reception environment.
• Use SystmOne and digital tools effectively (training provided).
• Providing a high quality, trauma informed reception service in line with Bevan values.
• Being the first point of contact for patients, ensuring compassion, dignity and respect in every interaction.
• Handling enquiries calmly and courteously, including when patients are distressed, fearful or frustrated.
• Supporting inclusion health patients who may struggle to explain symptoms, complete forms, or navigate the healthcare system.
• Using interpreting services appropriately and recognising when communication support is essential.
• Supporting clinicians, staff and visiting professionals with administrative tasks.
• Always protecting patient confidentiality.
• Helping maintain a safe, calm, welcoming reception area.
• Supporting the smooth, efficient, and compassionate running of the admin function.

Generic responsibilities

All staff at Bevan have a duty to conform to the following:

Equality, Diversity & Inclusion (ED&I)

A good attitude and positive action towards ED&I creates an environment where all individuals are able to achieve their full potential. Creating such an environment is important for three reasons: it improves operational effectiveness, it is morally the right thing to do and it is required by law.

Patients and their families have the right to be treated fairly and be routinely involved in decisions about their treatment and care. They can expect to be treated with dignity and respect and will not be discriminated against on any grounds including age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex or sexual orientation. Patients have a responsibility to treat other patients and our staff with dignity and respect.

Staff have the right to be treated fairly in recruitment and career progression. Staff can expect to work in an environment where diversity is valued and equality of opportunity is promoted. Staff will not be discriminated against on any grounds including age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex or sexual orientation. Staff have a responsibility to ensure that they treat our patients and their colleagues with dignity and respect.

Safety, Health, Environment and Fire (SHEF)

This organisation is committed to supporting and promoting opportunities for staff to maintain their health, wellbeing and safety.

The post holder is to manage and assess risk within the areas of responsibility, ensuring adequate measures are in place to protect staff and patients and monitor work areas and practices to ensure they are safe and free from hazards and conform to health, safety and security legislation, policies, procedures and guidelines.

All personnel have a duty to take reasonable care of health and safety at work for themselves, their team and others, and to cooperate with employers to ensure compliance with health and safety requirements.

All personnel are to comply with the:

• Health and Safety at Work Act 1974,
• Environmental Protection Act 1990,
• Environment Act 1995,
• Fire Precautions (workplace) Regulations 1999
• Coronavirus Act 2020
• Other statutory legislation which may be brought to the post holders attention.

Confidentiality

This organisation is committed to maintaining an outstanding confidential service. Patients entrust and permit us to collect and retain sensitive information relating to their health and other matters pertaining to their care. They do so in confidence and have a right to expect all staff will respect their privacy and maintain confidentiality at all times.

It is essential, if the legal requirements are to be met and the trust of our patients is to be retained, that all staff protect patient information and provide a confidential service.

Quality and Continuous Improvement (CI)

To preserve and improve the quality of our output, all personnel are required to think not only of what they do, but of how they achieve it. By continually re-examining our processes, we will be able to develop and improve the overall effectiveness of the way we work. The responsibility for this rests with everyone working within the practice to look for opportunities to improve quality and share good practice.

Bevan continually strives to improve work processes which deliver healthcare with improved results across all areas of our service provision. We promote a culture of continuous improvement where everyone counts and staff are permitted to make suggestions and contributions to improve our service delivery and enhance patient care.

Staff should interpret national strategies and policies into local implementation strategies that are aligned to the values and culture of general practice.

All staff are to contribute to investigations and root cause analyses whilst participating in serious incident investigations and multidisciplinary case reviews.

Induction

At Bevan, you will be required to complete the induction programme and the practice management team will support you throughout the process.

Learning and development

The effective use of training and development is fundamental in ensuring that all staff are equipped with the appropriate skills, knowledge, attitude and competences to perform their role. All staff will be required to partake in and complete mandatory training as directed by Bevan. It is an expectation for the post holder to assess their own learning needs and undertake learning as appropriate

The post holder will undertake mentorship for team members, and disseminate learning and information gained to other team members, to share good practice and inform others about current and future developments (e.g., courses and conferences).

The post holder will provide an educational role to patients, carers, families and colleagues in an environment that facilitates learning.

Collaborative working

All staff are to recognise the significance of collaborative working and understand their own role and scope and identify how this may develop over time. Staff are to prioritise their own workload and ensure effective time-management strategies are embedded within the culture of the team.

Teamwork is essential in multidisciplinary environments, and the post holder is to work as an effective and responsible team member, supporting others and exploring the mechanisms to develop new ways of working, while working effectively with others to clearly define values, direction and policies impacting upon care delivery.

Effective communication is essential and all staff must ensure they communicate in a way which enables the sharing of information in an appropriate manner.

All staff should delegate clearly and appropriately, adopting the principles of safe practice and assessment of competence.

Plans and outcomes by which to measure success should be agreed.

Managing information

All staff should use technology and appropriate software as an aid to management in the planning, implementation and monitoring of care, and presenting and communicating information.

Data should be reviewed and processed using accurate SNOMED/read codes to ensure easy and accurate information retrieval for monitoring and audit processes

Service delivery

Staff will be given detailed information during the induction process regarding policy and procedure.

The post holder must adhere to the information contained within the organisations policies and regional directives, ensuring protocols are always adhered to.

Security

The security of the organisation is the responsibility of all personnel. The post holder must ensure they always remain vigilant and report any suspicious activity immediately to their line manager.

Under no circumstances are staff to share the codes for the door locks with anyone, and they are to ensure that restricted areas remain effectively secured. Likewise, password controls are to be maintained and passwords are not to be shared.

Professional Conduct

All staff are required to dress appropriately for their role.

Leave

All staff are entitled to a minimum of 25 days leave each year rising with length of service.

About us

Bevan Community Benefit Society provides sensitive, responsive, andtraumainformedprimary care for:

• People experiencing homelessness and unstable accommodation
• People living in Initial Accommodation hotels and asylum housing
• Refugees and new arrivals
• Migrants with insecure immigration status
• People experiencing multiple disadvantage, including trauma, exploitation, substance use and severe mentalillhealth

Our ethos: Health, Hope and Humanity