GP Receptionist (Care Navigator)

Sandwich Medical Practice; Stone Cross; In loco; GBP 18.000 - 19.000; Tempo pieno

Descrizione del lavoro

Sandwich Medical Practice, based in Kent, is seeking a Primary Care Co-ordinator to manage front-desk duties and patient interactions. You will handle enquiries, book appointments, maintain records, and support our clinical team to ensure smooth daily operations.

The role requires excellent customer service, confidentiality, and IT literacy with experience in patient record systems. A compassionate, adaptable approach is essential for providing high-quality patient care.

Competenze

• Good general education (GCSE English and Maths or equivalent).
• Experience in customer service and reception.
• Strong IT skills and familiarity with patient record systems.

Mansioni

• Answer inquiries, book appointments, and support vulnerable patients.
• Maintain and update patient records, process documents.
• Work with GPs and practice staff to ensure smooth operations.
• Uphold GDPR and practice policies; contribute to audits and reports.

Conoscenze

Customer service

Reception experience

Communication skills

IT skills

Ability to work under pressure

Formazione

GCSE English and Maths

Strumenti

EMIS

Docman

Anima

Descrizione del lavoro

Interviews are being held on the 29th November.

The role of a Primary Care Co-ordinator is central to ensuring smooth day-to-day operationswithin a medical practice. They act as the first point of contact for patients,carers, and visitors, creating a welcoming and supportive environment whilemaintaining professionalism and efficiency. A Primary Care Co-ordinators responsibilities extend beyond answering phones andbooking appointments; they play a vital part in the overall patient experienceand the effectiveness of the healthcare team.

Main duties of the job

This role involves being the first point of contact for patients, carers, and visitors, providing a professional and welcoming service through handling enquiries, booking appointments, and supporting vulnerable patients while maintaining confidentiality. Responsibilities include managing and updating patient records, processing prescriptions, handling documentation, and keeping reception areas safe and organised. The post holder will work collaboratively with GPs, nurses, and practice staff to ensure smooth operations, escalating issues when necessary, and supporting wider practice initiatives such as clinics and health campaigns. They are expected to treat all patients and colleagues with dignity and respect, uphold GDPR and practice policies, adapt to changing demands, and contribute to continuous service improvement through meetings, training, and other duties as required by management.

About us

Sandwich Medical Practice is a welcoming andprogressive GP surgery located in the heart of Sandwich, Kent. Formed in 2019from the merger of Market Place and The Butchery Surgeries, we are proud to bepart of the Deal & Sandwich Primary Care Network, working closely withneighbouring practices to support our local community. Rated Good by the Care Quality Commission,we offer a wide range of services and are also a training practice, supporting GP trainees, medical and nursing students. We are committed to providing compassionate,patient-centred care and are always looking for new ways to improve how wework.

In September 2025, we introduced a newModern General Practice approach, using a total triage appointment system tomake accessing our services easier, safer and more efficient for patients. Wehave a dedicated, friendly team who support one another and take pride indelivering the best possible care to our community.

Job summary

Interviews are being held on the 29th November.

The role of a Primary Care Co-ordinator is central to ensuring smooth day-to-day operationswithin a medical practice. They act as the first point of contact for patients,carers, and visitors, creating a welcoming and supportive environment whilemaintaining professionalism and efficiency. A Primary Care Co-ordinators responsibilities extend beyond answering phones andbooking appointments; they play a vital part in the overall patient experienceand the effectiveness of the healthcare team.

Main duties of the job

This role involves being the first point of contact for patients, carers, and visitors, providing a professional and welcoming service through handling enquiries, booking appointments, and supporting vulnerable patients while maintaining confidentiality. Responsibilities include managing and updating patient records, processing prescriptions, handling documentation, and keeping reception areas safe and organised. The post holder will work collaboratively with GPs, nurses, and practice staff to ensure smooth operations, escalating issues when necessary, and supporting wider practice initiatives such as clinics and health campaigns. They are expected to treat all patients and colleagues with dignity and respect, uphold GDPR and practice policies, adapt to changing demands, and contribute to continuous service improvement through meetings, training, and other duties as required by management.

About us

Sandwich Medical Practice is a welcoming andprogressive GP surgery located in the heart of Sandwich, Kent. Formed in 2019from the merger of Market Place and The Butchery Surgeries, we are proud to bepart of the Deal & Sandwich Primary Care Network, working closely withneighbouring practices to support our local community. Rated Good by the Care Quality Commission,we offer a wide range of services and are also a training practice, supporting GP trainees, medical and nursing students. We are committed to providing compassionate,patient-centred care and are always looking for new ways to improve how wework.

In September 2025, we introduced a newModern General Practice approach, using a total triage appointment system tomake accessing our services easier, safer and more efficient for patients. Wehave a dedicated, friendly team who support one another and take pride indelivering the best possible care to our community.

Job description

Job responsibilities

The Primary Care Co-ordinator will play a vital role in delivering an excellent first impression of the practice, acting as the primary point of contact for patients, carers, and visitors. The post holder will provide a welcoming, professional, and efficient service by managing face-to-face and telephone enquiries, directing individuals to the appropriate services, and ensuring urgent needs are prioritised. Key responsibilities include booking, amending, and cancelling appointments to optimise clinical time, assisting patients with completing forms and updating personal details, and processing repeat prescription requests in line with practice protocols. A core aspect of the role is supporting vulnerable patients, including those with disabilities, language barriers, or additional needs, ensuring equitable access to care. The post holder will maintain the highest standards of patient confidentiality at all times, in line with GDPR and practice policies, while treating all patients and colleagues with dignity, respect, and compassion.

In addition to patient-facing duties, the role encompasses a range of administrative tasks, including maintaining and updating accurate patient records using the clinical system, managing incoming documentation, preparing reports and audits, and supporting data entry, scanning, and filing requirements. The post holder will also ensure the reception and waiting areas remain clean, safe, and welcoming, contributing to a positive patient experience. Strong organisational skills, attention to detail, and the ability to manage competing priorities will be essential.

Collaboration and teamwork are fundamental to the role. The post holder will work closely with GPs, nurses, and other practice staff to maintain smooth patient flow, elevate complex or urgent issues appropriately, and provide cover during periods of staff absence. They will actively contribute to practice-wide initiatives, such as flu clinics, health promotion campaigns, and patient engagement activities, while also supporting clinicians with administrative needs. Attendance and participation in practice meetings, training sessions, and appraisals are expected, with the post holder contributing ideas for continuous service improvement.

This position requires a compassionate, adaptable, and proactive individual who can thrive in a busy, patient-focused environment. The successful candidate will uphold the practices policies on confidentiality, safeguarding, and health and safety, while demonstrating professionalism and empathy in every interaction. By combining excellent communication skills with strong administrative capabilities, the post holder will support the smooth running of the reception and wider practice, helping to deliver high-quality care and an outstanding patient experience.

Person Specification

Clinical governance

Essential

• Awareness of the importance of confidentiality, patient safety, and accuracy in clinical records.

Desirable

• Understanding of clinical governance principles, including safeguarding, infection prevention, and incident reporting.

Qualifications

Essential

• Good standard of general education (minimum GCSE level or equivalent in English and Maths).

Desirable

• NVQ or diploma in Business Administration or Customer Service.
• Training in medical terminology.

Personal/ professional attributes

Essential

• Friendly, approachable, and professional manner.
• Ability to remain calm, empathetic, and polite when dealing with distressed or difficult patients.
• Flexible and adaptable to meet the needs of the practice.
• Reliable, punctual, and able to work effectively as part of a team.
• Commitment to providing high-quality patient service.

Desirable

• Willingness to undertake further training and development.

Other requirements

Essential

• Inspires others and leads by example. Able to make calm rational decisions in the face of adversity.

Experience

Essential

• Customer service and reception experience
• Communication and interpersonal skills
• Strong IT skills
• Working under pressure and managing priorities
• Confidentiality and data protection

Desirable

• Previous experience working in a GP practice, healthcare setting, or NHS environment.
• Experience using patient record systems (e.g. EMIS, Docman, Anima).
• Knowledge of NHS services and referral processes.
• Familiarity with clinical systems and appointment booking software.

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.

Employer details

Employer name

Sandwich Medical Practice

Address

Cattle Market

Sandwich

Kent

CT13 9ET

United Kingdom

Employer's website

https://www.sandwichmedicalpractice.co.uk/ (Opens in a new tab)

£12.71 an hour£13.21 after successful completion of your probation.