Care Coordinator/Receptionist

NHS Jobs; Peterborough; On-site; CAD 40,000 - 50,000; Full time

Job summary

NHS Jobs is seeking an efficient receptionist to provide a welcoming, professional service at our healthcare reception. You will manage enquiries, book appointments, assist with referrals and handle administrative tasks to keep patient access smooth.

You will support patients and clinicians across two sites, coordinate recalls and follow-ups, and ensure accurate records while using SystmOne and other systems.

Qualifications

• Welcome patients and visitors in a friendly, professional manner.
• Answer telephone calls, respond to enquiries, take messages and direct requests.
• Process appointment requests for same-day and future appointments.
• Register new patients and maintain accurate records.
• Maintain confidentiality and comply with information governance.

Responsibilities

• Coordinate appointments, referrals and follow-ups according to procedures.
• Support patients in accessing appropriate health and care services.
• Use SystmOne and other systems to maintain accurate patient information.
• Communicate clearly with patients, carers and colleagues in a busy environment.
• Undertake mandatory training and participate in induction and ongoing development.

Job description

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 escalated 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.