Care Co-ordinator

Garforth Medical Practice; Leeds; On-site; GBP 20,000 - 25,000; Full time

Job summary

A well-established GP Practice in Leeds is seeking two motivated Care Co-ordinators to join their friendly team. This key role involves acting as the first point of contact for patients, managing appointments, and ensuring high-quality patient care. Applicants should have excellent communication skills and the ability to work well under pressure. Experience in a GP practice is desirable but not essential as full training will be provided. The role offers a supportive environment for professional growth.

Responsibilities

• Act as the first point of contact for patients in person and by phone.
• Manage appointment bookings and patient queries efficiently.
• Support the practice team in delivering high-quality patient care.

Skills

Excellent communication skills

Ability to learn quickly

Strong interpersonal skills

Good levels of numeracy

Customer service experience

Education

GCSE grade A to C in English and Maths

Tools

SystmOne

Job description

Garforth Medical Practice is seeking to recruit two motivated and enthusiastic Care Co-ordinators to join our friendly and supportive team.

The Care Co-ordinator is a key front-of-house role and the first point of contact for our patients. You will play an essential part in ensuring patients are directed to the most appropriate appointment and member of the clinical team, while also managing a wide range of patient enquiries.

Previous experience in a GP practice is desirable but not essential, as full training will be provided. Experience with SystmOne would be an advantage.

Main duties of the job

Key Responsibilities:

• Acting as the first point of contact for patients, both in person and by telephone
• Navigating patients to the appropriate clinician or service
• Managing appointment bookings and patient queries efficiently and sensitively
• Supporting the wider practice team to ensure a high standard of patient care

About You:

• Friendly, motivated, and enthusiastic with excellent communication skills
• Able to work well under pressure in a busy environment
• Organised, adaptable, and patient-focused

Essential Skills and Experience:

• Excellent communication skills, both written and verbal
• Ability to learn quickly and absorb new information effectively
• Confident and professional when dealing with patients both face to face and over the telephone
• Good levels of numeracy and literacy
• Strong interpersonal skills with a patient-focused approach
• Previous experience working in a GP practice
• Customer service experience, ideally within a healthcare or public-facing environment

About us

Garforth Medical Practice is a forward-thinking and well-established GP Practice, providing care to a population of approximately 14,000 patients.

Our clinical team consists of:

• 5 GP Partners
• 1 Advanced Nurse Practitioner (ANP)
• 1 Practice Matrons
• 5 Practice Nurses
• 3 Healthcare Assistants (HCAs)

These roles are supported by a highly structured and experienced non-clinical team, working collaboratively to deliver safe, effective, and patient-centred care.

Job responsibilities

Job Summary:

Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.

Provide general assistance to the Practice team and project a positive and friendly image to patients and other visitors, either in person or via the telephone.

Job Responsibilities:

• Ensure an effective and efficient reception service is provided to patients and any other visitors to the Practice.
• Deal with all general enquiries, explain procedures and make new and follow-up appointments.
• Use Care Navigation / Signposting when booking patient appointments.
• Using your own judgment and communication skills ensure that patients with no prior appointment but who need urgent consultation are seen in a logical and non-disruptive manner.
• Explain Practice arrangements and formal requirements to new patients and those seeking temporary cover and ensure procedures are completed.
• Receive and make telephone calls as required. Divert calls and take messages, ensuring accuracy of detail and prompt appropriate delivery.
• Enter requests for home visits onto the clinical system, ensuring careful recording of all relevant details and where necessary refer to Duty Doctor.
• Enter patient information onto the computer as required.
• Ensure correspondence, reports, results etc are filed promptly and in the correct records, ensuring that all recent correspondence is available when patients are seen.
• Undertake any other additional duties appropriate to the post as requested by the Partners or the Practice Manager.
• Complete electronic tasks from GPs, Management, Hospitals and outside agencies.

Confidentiality:

• In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately.
• In the performance of the duties outlined in this Job Description, the post-holder may have access to confidential information relating to patients and their carers, Practice staff and other healthcare workers. They may also have access to information relating to the Practice as a business organisation. All such information from any source is to be regarded as strictly confidential.
• Information relating to patients, carers, colleagues, other healthcare workers or the business of the Practice may only be divulged to authorised persons in accordance with the Practice policies and procedures relating to confidentiality and the protection of personal and sensitive data.

Health & Safety:

The post-holder will assist in promoting and maintaining their own and others health, safety and security as defined in the Practice Health & Safety Policy, to include:

• Using personal security systems within the workplace according to Practice guidelines.
• Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks.
• Making effective use of training to update knowledge and skills.
• Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards.

Equality and Diversity:

The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:

• Acting in a way that recognises the importance of people's rights, interpreting them in a way that is consistent with Practice procedures and policies, and current legislation.
• Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues.
• Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings, priorities and rights.

Personal/Professional Development:

The post-holder will participate in any training programme implemented by the Practice as part of this employment, such training to include:

• Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development.
• Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work.

Quality:

The post-holder will strive to maintain quality within the Practice, and will:

• Alert other team members to issues of quality and risk.
• Assess own performance and take accountability for own actions, either directly or under supervision.
• Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the team's performance.
• Work effectively with individuals in other agencies to meet patients needs.
• Effectively manage own time, workload and resources.

Communication:

The post-holder should recognise the importance of effective communication within the team and will strive to:

• Communicate effectively with other team members.
• Communicate effectively with patients and carers.
• Recognise people's needs for alternative methods of communication and respond accordingly.

Contribution to the Implementation of Services:

The post-holder will:

• Apply Practice policies, standards and guidance.
• Discuss with other members of the team how the policies, standards and guidelines will affect own work.
• Participate in an audit where appropriate.

Person Specification

• GCSE grade A to C in English and Maths.
• Honest, reliable and flexible.
• Experience of working in a GP Practice.

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.