Receptionist (Patient Coordinator)

Whitstable Medical Practice; Whitstable; On-site; GBP 18,000 - 23,000; Part time

Job summary

Whitstable Medical Practice is seeking an enthusiastic Patient Coordinator (Receptionist) to join our team at Estuary View Medical Centre. Experience in reception and administration is essential, with excellent communication, organisation and IT skills.

The role requires flexibility to cover additional hours during holidays and sickness. The position involves acting as the first point of contact for patients, managing appointments, and supporting front and back office duties while maintaining

Qualifications

• Previous receptionist and administration experience required.
• Excellent communication, organisation and IT skills.
• Team player with flexibility to cover holidays and sickness.

Responsibilities

• Act as first point of contact for patients and visitors, directing them to the right service.
• Manage appointment bookings across front and back office desks.
• Provide support with patient enquiries in person and by phone.
• Maintain confidentiality and accurately record information.
• Assist with general reception and administrative duties to ensure smooth day-to-day running.

Skills

Communication

Organisation

IT skills

Teamwork

Flexibility

Education

GCSE English & Maths

Tools

EMIS

Job description

Join a forward-thinking, national exemplar of General Practice. Rated CQC Outstanding.

Whitstable Medical Practice is seeking an enthusiastic, motivated and patient focused Patient Coordinator (Receptionist) to join our friendly team at Estuary View Medical Centre.

Previous receptionist and administrative experience is required as well as having excellent communication, organisation and IT skills. The successful candidate must also be a team player. Flexibility to cover additional hours for holidays and sickness is also essential.

Due to retirement we have the following opportunity:

• Monday: 07:45 - 13:15
• Tuesday: 13:15 - 18:45
• Friday: 13:15 - 18:45

Main duties of the job

Acting as the first point of contact for patients andvisitors, ensuring they are directed to the right service at the right time.

Working across both front and back office reception desks, managing appointment bookings and providing support with patients enquiries both in person and over the telephone.

Communicating effectively with patients, healthcare professionals and other members of staff, ensuring information is provided accurately and sensitively while maintaining patient confidentiality at all times.

Operating in a busy reception environment, prioritising tasks and responding calmly and professionally to a wide range of patient needs and enquiries. Assisting with administrative duties, updating patient records and ensuring relevant information is accurately recorded and communicated.

Supporting the smooth day-to-day running of the reception area by working collaboratively with colleagues and healthcare teams to ensure patients receive an efficient and positive experience.

About us

Whitstable Medical Practice is a forward thinking single practice Primary Care Network (PCN) GP Practice based across 3 sites in Whitstable. There are 22 equity partners looking after over 45,500 patients. There are also 18 Allied Health Professionals directly employed Clinical Pharmacy Team, Frailty Practitioners, Social Prescribers, First Contact Physiotherapists and Mental Health Practitioners.

We pride ourselves on our innovative approach to Primary Care. We are a training practice. Our state-of-the-art buildings provide access to a wide range of services and facilities, including:

• In-house phlebotomy
• X-ray
• DVT diagnosis and treatment
• Minor Injury Unit
• Dermatology including our award-winning QiC Team of the Year
• Echocardiography
• Ophthalmology
• Gynaecology
• LSI
• And many, many more ...

Job responsibilities

Responsibilities

• Bookingappointments face to face and over the phone, undertaking non-clinical triage,and ensuring patients are booked with the right person, in the right place, atthe right time.
• Actas first point of contact for patient complaints, attempting resolution beforeescalating to the Surgery Manager/Deputy Manager.
• Checkingpatients in for appointments and directing them to the appropriate waitingarea.
• Receivingand recording requests for home visits, DN visits, and telephone consultations,and taking messages.
• Givingtest results to patients or following up when necessary.
• CompletingRIP forms.
• Takingand processing Med3 requests.
• Completingappropriate ELight consultations for patients unable to complete an onlineconsultation themselves, to avoid exclusion.
• Processingand allocating 111 requests.
• Accessingand processing tasks, prioritizing any urgent requests received.
• Processingany urgent laboratory requests received by phone.
• Liaisingwith care/residential homes to arrange tests or appointments.
• Contactinglaboratories to chase, query, or request tests.
• Arranginghome visits.
• Assistingpatients with general enquiries.

ForGPs and the Practice:

• Opening,date-stamping, and distributing post external and internal mail.
• Accessingonline consultations and signposting to the right person, place, and time,taking appropriate actions.
• Contactingpatients on the doctors behalf to arrange follow-ups, prescriptioncollections, and test results.
• Orderingambulances as required by GPs.
• Filingprescriptions and recording in the pharmacy book.
• Receivingand recording payments for medicals, insurances, overseas visitors, etc., andfiling GP letters.
• Fillingenvelopes for mailings and printing practice leaflets, new patientquestionnaires, change of address forms, etc.
• Monitoringsurgeries and clinics.
• Ensuringincoming receptionists are notified of relevant information and outstandingmatters.
• Clearingconsulting rooms and leaving them tidy for the next surgery.
• Ensuringthe post tray is cleared every evening.
• Beingaware of practice protocols and taking part in their regular updating.
• Cancellingand amending appointments when clinical staff are absent due to sickness.
• Attendingpractice training events and completing mandatory training.

ForVisiting Consultants, Health Professionals, and Visitors:

• Greetingvisitors, asking them to sign the visitors book, informing relevant staff, anddirecting them to the appropriate location.
• Addingpatient lists to visiting consultants on the practice computer system.
• Checkingpatients in and directing them to the relevant waiting area, staying updated onroom usage during each shift.
• Assistingpatients and visiting consultants with general enquiries.
• Passingon correct contact information when patients enquire about external clinics.
• Takingdeliveries or directing them to the relevant department.

Person Specification

Qualifications

• GCSE or equivalent in English Language and Maths.

Experience

• Previous experience of reception, administration and general office work.
• Experience of working in a customer service environment.
• Experience of working as part of a team.
• Experience of dealing with the general public.
• Previous experience of working in a primary care setting or NHS.
• Knowledge of EMIS or other clinical systems.

Skills and Abilities

• Ability to communicate effectively with people at all levels by telephone, in writing and face to face.
• Accuracy and attention to detail.
• Excellent organisation skills with the ability to multi-task.
• Ability to problem solve and use initiative.
• Ability to keep calm under pressure.
• Able to work well as part of a team.
• Tact, diplomacy and sensitivity.
• Ability to deal with sensitive issues and maintain strict confidentiality.
• Reliability and flexibility.
• Strong IT skills including Microsoft packages.

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.