Patient Care Coordinator

UEA Medical Centre; Norwich; On-site; GBP 23,000 - 27,000; Full time

Job summary

A medical practice in Norwich is seeking a dedicated Receptionist to provide essential support to the team and serve as the first contact for patients. This fast-paced role requires excellent communication, attention to detail, and strong multitasking abilities. Key responsibilities include managing patient appointments, dealing with queries, and ensuring smooth reception operations. Applicants must have strong GCSE qualifications including Maths and English, and experience in public-facing roles is preferred. Training and support are provided in-house.

Benefits

Free onsite parking

Training budget to support development

Occupational sick pay scheme

4 weeks annual leave increasing to 5 weeks after 2 years

Qualifications

• Experience dealing with the public is essential.
• Experience with computers is essential.
• Previous clerical and reception experience is desirable.

Responsibilities

• Dealing with patient queries and requests over the phone and face to face.
• Booking patients into clinics for routine and urgent appointments.
• Managing repeat prescription requests and processing them.

Skills

Excellent telephone manner

Strong communication skills

Attention to detail

Fast and accurate keyboard skills

Ability to multitask

Education

5 GCSEs at Grade C or above including Maths and English

Job description

This is a fast paced, multi-tasking role. A great deal of self-motivation, initiative and common sense is required. We are looking for a dedicated, hard-working person who is a team player and likes a challenge.

We are looking for someone to work as part of a team, based within the reception department, providing essential support to various members of the practice and being first contact for patients. You must have an excellent telephone manner, strong communication skills, the ability to learn quickly and be able to deal with challenging/demanding/fast paced situations. Teamwork is key in this role. Attention to detail and fast/accurate keyboard skills are essential. This is a very active role. Full training and support provided in-house.

Main duties of the job

As well as dealing with patients, there is contact with many other outside agencies such as the UEA, hospitals, ambulance service, pharmacies and internal staff. Helping to maintain a close and efficient working relationship between all as appropriate, whilst adhering to GDPR (data protection) and confidentiality. Assisting with appropriate management of patient appointments into a variety of doctor, nursing and other specialist and external clinics, deal with enquiries, assist with medication management (requests, queries etc), signposting where appropriate to other NHS services, process new patient registrations and other administrative duties.

£23,810 to max £26,325 per annum, depending on experience.

Pay review on 1st April and at 6 months if successful probationary period, followed by annual review thereafter.

Key Skills Required

• 5 GCSEs at Grade C (5+) or above including Maths and English (essential)
• Experience dealing with public (essential)
• Experience with computers (essential)
• Previous clerical experience (desirable)
• Reception experience (desirable)
• Primary care/PCN experience (desirable)

Personal Qualities Required

• Enthusiasm and motivation
• Pleasant telephone manner
• Ability to learn quickly
• Attention to detail and accuracy
• Ability to work unsupervised
• Ability to multitask

About us

Benefits include:

• Free onsite parking
• Study leave/training budget to support development
• In-house training programmes
• Occupational sick pay scheme (over and above statutory sick pay)
• Excellent working environment and organised, supportive practice
• Access to Blue Light card NHS discounts and savings, including discounted membership to the award winning Sportspark on campus
• Access to UEA discounts and savings, including heavily discounted bus passes!
• 4 weeks annual leave (rising to 5 weeks annual leave after 2 years service) + share of bank holidays. Continuity of service will be considered in some cases for those already working in the NHS for >2 years. Please note: Due to our peak and trough workload (which varies over university term and vacation) there are some restrictions on taking annual leave in university term time, particularly in October and November.

Job responsibilities

The majority of all of our patients have never had to book their own appointment or use NHS services directly themselves and need guidance and education on the most appropriate services for their needs and how to access these.

As well as dealing with patients, there is contact with many other outside agencies such as the UEA, hospitals, ambulance service, pharmacies and internal staff. Helping to maintain a close and efficient working relationship between all as appropriate, whilst adhering to GDPR (data protection) and confidentiality. Assisting with appropriate management of patient appointments into a variety of doctor, nursing and other specialist and external clinics, deal with enquiries, assist with medication management (requests, queries etc), signposting where appropriate to other NHS services, process new patient registrations and other administrative duties.

• Key holder - opening premises and setting up reception for the day, close down and lock up
• Dealing with patient queries and requests over the phone and face to face in reception
• Booking patients into various types of clinics for routine and urgent appointments
• Acting as a chaperone for doctors/nurses where requested
• Use initiative to decide the most appropriate appointment type for each patient enquiry and signposting to other services, as appropriate
• Answering general enquiries, explaining surgery procedures, transferring and directing phone calls around the practice as appropriate, taking and delivering messages promptly, dealing with tasks (internal message) correspondence
• Repeat prescription management taking and processing requests for repeat prescriptions. Reviewing usage and processing within administrative guidelines
• Receiving and directing patients on arrival in a courteous and efficient manner as appropriate
• Workflow (ie scanning, data input) of documents relating to patient medical records
• Updating patient contact information and entering data on to medical records
• Registering new patients and temporary residents including entering data onto computerised system
• File management and re-organising individual patients records
• Assist with recalls for various vaccinations/boosters
• Ensuring that reception area and waiting room are left tidy and secure, ready for use by incoming colleagues, together with information about any unresolved or urgent matters
• Restocking of supplies
• Scanning and photocopying documents as required
• Supporting colleagues with training new staff where appropriate
• Any other duties appropriate to the post including a share of sanitising premises in accordance with infection control guidelines, plus assisting with covid vaccination clinics (admin) in practice/offsite (if required). Job description not exhaustive

This is a fast paced, complex, active role. Full training and support provided in-house.

Person Specification

Qualifications

• 5 GCSEs/O Levels at Grade C or above (including Maths & English)

Experience

• Experience dealing with the public
• Experience with computers
• Enthusiasm and motivation
• Pleasant telephone manner
• Ability to learn quickly
• Attention to detail and accuracy
• Ability to work unsupervised
• Ability to multitask
• Previous clerical experience
• Primary care/PCN experience

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.

£23,810 to £26,325 a year Pay review on 1st April and at 6 months plus annual review