Medical Receptionist/Care CoordinatorNHS

Job summary

Join Our Forward-Thinking, Innovative and Patient-Centred Practice.

We are seeking an enthusiastic and compassionate Medical Receptionist/Care Coordinator to join are friendly and progressive team.

Committed to delivering high-quality, patient-centred care, we combine the traditional values of continuity of care with innovative services that improve access for patients. As a valued member of our team, you will play a key role in supporting patients, coordinating care and delivering excellent customer service.

We are a respected teaching practice, helping to train the next generation of healthcare professionals, while also providing a wide range of enhanced services including women's health, vasectomy services and other specialist clinics.

This is an exciting opportunity to work within a supportive, collaborative environment where staff are valued, developed and encouraged to make a real difference to the health and wellbeing of our community.

If you enjoy working with people, thrive in a busy environment and are passionate about patient care, we would love to hear from you.

Main duties of the job

As a Medical Receptionist, you will be the first point of contact for patients, providing a professional, friendly and compassionate service while supporting the delivery of high-quality patient care. Your key responsibilities will include:

• Welcoming patients and visitors to the practice and responding to enquiries in person, by telephone and online.
• Managing appointments, recalls, home visit requests and signposting patients to the most appropriate clinician or service.
• Providing administrative support to ensure the smooth day-to-day running of the practice.
• Supporting patients, in navigating their health care journey.
• Respond to all queries and requests for assistance from patients and other visitors.
• Working closely with GPs, nurses and the wider multidisciplinary team to provide a seamless patient experience.
• Helping patients understand and manage their health and wellbeing by connecting them with appropriate support services and community resources.
• Maintaining accurate patient records and handling confidential information in line with practice policies and GDPR requirements.
• Contributing to a positive, supportive and patient-focused team environment.

This varied and rewarding role offers the opportunity to make a genuine difference to patients' lives while working within a dynamic, innovative and highly respected practice.

Job description

Job description

Job Title:Medical Receptionist / Care Coordinator Reports To:Operations Lead

About the Role

Magdalen Medical Practice is seeking an enthusiastic, professional and compassionate Medical Receptionist/Care Coordinator to join our friendly and forward-thinking team. This is a rewarding and varied role that combines front-line reception duties with patient care coordination responsibilities, making a real difference to the experience and wellbeing of our patients.

As the first point of contact for patients, you will provide a welcoming and efficient service while supporting individuals to access the most appropriate care and services. You will work closely with our GPs, nurses, clinicians and wider healthcare team to help coordinate care, particularly for vulnerable patients, those living with long-term conditions, and individuals with complex healthcare needs.

We are proud to be a respected teaching practice that embraces innovation whilst maintaining the traditional values of continuity of care and patient-centred medicine. Alongside our core GP services, we provide a range of enhanced services, including women's health clinics, vasectomy services and numerous specialist healthcare services.

Responsibilities Reception Duties

• Act as the first point of contact for patients, visitors and healthcare professionals.
• Provide a professional, friendly and helpful service at all times.
• Welcome patients attending the practice and assist them with their enquiries.
• Manage incoming and outgoing telephone calls in accordance with practice protocols.
• Book, amend and cancel appointments using the clinical system.
• Signpost patients to the most appropriate clinician, service or healthcare professional.
• Process home visit requests and ensure information is communicated appropriately.
• Handle requests for prescriptions in line with practice procedures.
• Respond to patient enquiries both in person and via telephone.
• Process incoming and outgoing correspondence and direct information to the appropriate team members.
• Assist patients registering with the practice and explain registration processes.
• Manage ambulance transport requests when required.
• Take payments for private services and issue receipts.
• Ensure reception and waiting areas remain tidy, welcoming and professional.
• Maintain confidentiality and data security at all times.
• Support colleagues in the smooth day-to-day operation of the practice.

Care Coordination Duties

Working as part of the multidisciplinary team, you will:

• Support patients in accessing appropriate healthcare, social care and community services.
• Act as an advocate for patients who require additional support navigating health services.
• Focus particularly on frail and elderly patients, those with long-term conditions, end-of-life care needs, health inclusion needs and frequent attenders.
• Build positive relationships with patients, carers and families.
• Support patients in understanding their health conditions and treatment options.
• Assist in the development and review of personalised care and support plans.
• Coordinate care between GP services, community services, secondary care providers and voluntary organisations.
• Work closely with social prescribing link workers, health coaches and other healthcare professionals.
• Help patients access support groups, education programmes and community resources designed to improve health and wellbeing.
• Encourage patients to become active participants in managing their own health.
• Identify barriers that may affect a patient's ability to access healthcare and work collaboratively to address these challenges.
• Proactively manage and monitor designated patient groups under the direction of clinicians.
• Ensure patients receive coordinated and joined-up care across services.
• Support the practice in meeting quality improvement and population health objectives.

Communication and Teamwork

The successful candidate will:

• Maintain effective communication with patients, carers and colleagues.
• Build positive working relationships across all departments within the practice.
• Liaise effectively with GPs, nurses, administrative teams and external organisations.
• Demonstrate empathy, patience and understanding when dealing with vulnerable patients.
• Adapt communication styles to meet the needs of individuals, including those with communication difficulties or language barriers.
• Contribute positively to team meetings and practice initiatives.
• Promote a culture of respect, inclusion and teamwork.

Confidentiality and Information Governance

The post holder will have access to sensitive patient and organisational information and must:

• Maintain strict confidentiality at all times.
• Comply with GDPR, Data Protection legislation and practice policies.
• Handle patient information securely and appropriately.
• Ensure information is only shared with authorised individuals in accordance with established procedures.

Quality and Continuous Improvement

The post holder will:

• Contribute to maintaining high standards of patient care and service delivery.
• Identify areas for improvement and suggest solutions.
• Participate in quality improvement projects where appropriate.
• Support the practice in achieving contractual, clinical and quality targets.
• Work collaboratively to improve patient experience and access to services.
• Take responsibility for personal performance and professional development.

Health and Safety

The post holder will:

• Adhere to all health and safety policies and procedures.
• Maintain a safe working environment for patients, visitors and colleagues.
• Use personal security systems where appropriate.
• Report hazards, incidents and risks promptly.
• Follow infection prevention and control procedures.
• Participate in mandatory training and updates.

Equality, Diversity and Inclusion

The practice is committed to promoting equality and diversity. The post holder will:

• Treat all patients, colleagues and visitors with dignity and respect.
• Support an inclusive and welcoming environment.
• Recognise and respect individual needs, beliefs and circumstances.
• Deliver services in a non-judgemental and compassionate manner.

Training and Development

As a teaching and training practice, we are committed to supporting staff development. The successful candidate will:

• Participate in mandatory and role-specific training.
• Engage in annual appraisals and personal development reviews.
• Take responsibility for maintaining and developing their own knowledge and skills.
• Contribute to a culture of continuous learning and improvement.
• Support students, trainees and new team members where appropriate.

What We Offer

• A supportive, friendly and collaborative team environment.
• Opportunities for learning, development and career progression.
• The chance to work within an innovative and expanding practice.
• Exposure to a broad range of healthcare services and patient groups.
• The opportunity to make a meaningful difference to patients' lives every day.
• A positive workplace culture where staff wellbeing, teamwork and mutual respect are highly valued.

Person Specification

We are looking for someone who is:

• Passionate about delivering excellent customer service.
• Compassionate and committed to patient-centred care.
• Organised, reliable and able to prioritise workload effectively.
• A confident communicator with excellent interpersonal skills.
• Comfortable working in a busy and sometimes demanding environment.
• Able to work both independently and as part of a team.
• IT literate and willing to learn new systems and processes.
• Professional, flexible and adaptable.
• Empathetic when supporting patients who may be anxious or vulnerable.
• Committed to maintaining confidentiality and high professional standards.

This role presents an excellent opportunity to join a highly respected, ambitious and innovative practice where you can develop your skills, contribute to outstanding patient care and become a valued member of a team dedicated to improving the health and wellbeing of our community.

About us

Our Team and Culture

Our team is made up of dedicated GPs, Nurses, Healthcare Assistants, GPAs, Clinical Pharmacists, Care Coordinators, Secretaries, Receptionists, Administrators and a wide range of allied healthcare professionals who work collaboratively to provide the highest standards of patient care. We believe that every member of the team plays a vital role in the success of the practice and in delivering an exceptional experience for our patients.

We foster a welcoming, supportive and inclusive working environment where colleagues feel valued, respected and encouraged to develop their skills and careers. Teamwork, compassion, professionalism and mutual support are at the heart of everything we do.

Why Join Us?

• Friendly, supportive and experienced team.
• Innovative and forward-thinking practice committed to service development.
• Opportunity to make a real difference to patients' lives every day.
• Commitment to staff training, development and career progression.
• Work within a respected teaching practice helping to shape future healthcare professionals.
• A positive workplace culture where staff wellbeing, respect and teamwork are genuinely valued.

If you are looking for a rewarding role within an ambitious, caring and innovative practice, Magdalen Medical Practice offers an excellent opportunity to develop your career while making a meaningful contribution to your local community.