Primary Care Co-ordinator

NHS; Stone Cross; On-site; GBP 60,000 - 80,000; Full time

Job summary

A local medical practice is seeking a Primary Care Co-ordinator to ensure smooth day-to-day operations. In this role, you will manage patient enquiries, book appointments, and support a compassionate healthcare environment. The ideal candidate has customer service and communication experience, strong IT skills, and a proactive approach to patient care. This position offers £12.50 per hour, increasing after probation.

Qualifications

• Experience in a customer service, reception, or administrative role.
• Ability to work accurately under pressure.
• Good understanding of data protection (GDPR).

Responsibilities

• Manage face-to-face and telephone enquiries.
• Book, amend, and cancel appointments.
• Ensure smooth patient flow and escalate issues as necessary.

Skills

Customer service experience

Communication skills

Organisational skills

IT skills

Education

Minimum GCSE in English and Maths

NVQ or diploma in Business Administration

Tools

Microsoft Office

Patient record systems (e.g. EMIS)

Job description

Overview

To apply, please fill out the online application form on NHS and send it, together with your attached CV.

Job title

Primary Care Co-ordinator

Role purpose

The Primary Care Co-ordinator is central to ensuring smooth day-to-day operations within a medical practice. They are the first point of contact for patients, carers, and visitors, creating a welcoming and supportive environment while maintaining professionalism and efficiency. Responsibilities extend beyond answering phones and booking appointments to contributing to the overall patient experience and the effectiveness of the healthcare team.

Main duties of the job

• First point of contact for patients, carers, and visitors; provide a professional and welcoming service through handling enquiries, booking appointments, and supporting vulnerable patients while maintaining confidentiality.
• Manage and update patient records, process prescriptions, handle documentation, and keep reception areas safe and organised.
• Work collaboratively with GPs, nurses, and practice staff to ensure smooth operations; escalate issues when necessary and support wider practice initiatives such as clinics and health campaigns.
• Treat all patients and colleagues with dignity and respect; uphold GDPR and practice policies; adapt to changing demands; contribute to continuous service improvement through meetings, training, and other duties as required by management.

About us

Sandwich Medical Practice is a welcoming and progressive GP surgery located in the heart of Sandwich, Kent. Formed in 2019 from the merger of Market Place and The Butchery Surgeries, we are proud to be part of the Deal & Sandwich Primary Care Network, working closely with neighbouring practices to support our local community. Rated Good by the Care Quality Commission, we offer a wide range of services and are 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 we work. In September 2025, we introduced a Modern General Practice approach using a total triage appointment system to make accessing our services easier, safer and more efficient for patients. We have a dedicated, friendly team who support one another and take pride in delivering the best possible care to our community.

Job description & responsibilities

The Primary Care Co-ordinator will deliver an excellent first impression of the practice by managing face-to-face and telephone enquiries, directing individuals to appropriate services, and ensuring urgent needs are prioritised. Key responsibilities include booking, amending, and cancelling appointments; assisting patients with forms and updating personal details; and processing repeat prescription requests in line with practice protocols. A core aspect is supporting vulnerable patients, ensuring equitable access to care. The post holder will maintain the highest standards of patient confidentiality in line with GDPR and practice policies, while treating all patients and colleagues with dignity, respect, and compassion.

Additional duties include maintaining and updating patient records in the clinical system, handling incoming documentation, preparing reports and audits, and supporting data entry, scanning, and filing. Reception and waiting areas should remain clean, safe, and welcoming. The role requires strong organisational skills, attention to detail, and the ability to manage competing priorities. Collaboration with GPs, nurses, and other practice staff is essential to maintain smooth patient flow, escalate complex or urgent issues, and provide cover during staff absence. You will contribute to practice-wide initiatives such as flu clinics, health promotion campaigns, and patient engagement activities, and participate in practice meetings, training, and appraisals.

This position requires a compassionate, adaptable, and proactive individual who can thrive in a busy, patient-focused environment. You will uphold confidentiality, safeguarding, and health and safety policies while demonstrating professionalism and empathy in every interaction.

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.

Experience

Essential

• Experience in a customer service, reception, or administrative role.
• Experience handling telephone calls and face-to-face enquiries in a busy environment.
• Excellent communication and interpersonal skills.
• Strong IT skills, including Microsoft Office and email systems.
• Ability to work accurately under pressure and manage competing priorities.
• Good organisational skills and attention to detail.
• Awareness of the need for confidentiality and understanding of data protection (GDPR).

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.

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.

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

£12.50 an hour £12.71 after successful completion of 6 month probation.