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Reception Care Coordinator

Second Street Surgery

The closing date is 14 March 2025

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Job summary

We are seeking an enthusiastic, hardworking and motivated individual to join our busy, friendly team as a reception care navigator. To work 16 hours per week Wednesdays and Fridays and to cover holidays and sickness during the working week if needed. As the first point of contact for the practice you will be warm and welcoming to patients calling or visiting the practice and will signpost them to the right person in a timely manner.This is a varied role, our reception care navigators carry out reception and administrative tasks in the practice.

Our ideal candidate will have experience of working in general practice and the role would suit someone with excellent customer service skills who enjoys reception work but is looking to expand their skills and experience to carry out "back office" tasks like summarising, coding, registrations and other admin work too.

Main duties of the job

You must be calm, patient, empathetic and efficient and possess the ability to work under pressure in a fast paced environment. You will be expected to be proactive and use initiative, with good IT skills and the ability to multitask. Excellent organisational and administrative skills are essential as is attention to detail as you will be responsible for patient registrations and ensuring that patients are registered correctly in a timely manner.

Good verbal and written communication skills are essential.

About us

We are a small and patient focused practice with approx. 4500 patients. We are proud to serve a diverse population in Bensham, Gateshead. Many of our patients are from the local Orthodox Jewish Community and many are migrants from a variety of other countries so some cultural awareness and experience of (or a willingness to learn) communicating with people whose first language is not English is of benefit.

Our team is led by a Business Partner, GP Partner, Operations Manager and Team Lead. We have four salaried GP's , an Advanced Nurse Practitioner, Quality and Governance Lead, a practice nurse, two healthcare assistants and a reception team of four. We are supported by a primary care network pharmacist, two frailty nurses and two social prescribing link workers.

Date posted

26 February 2025

Pay scheme

Other

Salary

£12.31 an hour progressing to £13.13 an hour on completion of training

Contract

Permanent

Working pattern

Part-time, Flexible working

Reference number

A1470-25-0000

Job locations

Second Street

Gateshead

Tyne And Wear

NE8 2UR


Job description

Job responsibilities

Purpose of Post

To ensure that patients are assisted courteously, efficiently and with empathy, and to support other members of the practice team. The Care Coordinator will act as the first point of call for patients; receiving and directing them to the most appropriate care and answering their enquiries. In addition to reception duties they will also carry out administrative tasks to support the delivery of an efficient caring, and high quality service to our patients.

Care Coordination

1. Signposting, navigation and coordination of services

Supporting migrant patients to get the care they need

Making referrals to the Community Pharmacy Consultation Scheme

Signposting patient to services and clinicians that will meet their needs

Helping patients to navigate health, social care and VCSE services including accompanying them in consultations or in attending other services where required

Supporting patients to register with the practice where there is a barrier, ie language, cultural considerations etc.

Carrying out cancer care review calls and arranging follow up with the GP or other appropriate clinician as required

Supporting patients with complex needs by carrying out calls to ensure they attend for reviews and working with the MDT to remove any barriers to them accessing care

Reception Duties

2. Receiving and Directing Patients

Receive and direct patients on arrival at the reception desk in a friendly and courteous manner, ensuring their requirements are met professionally and efficiently

Warmly welcome and register new patients who are in the practice area and inform patients of practice facilities.

Provide help to patients with general enquiries, and to assist them to make appointments, using the computer appointment system.

Care navigation to ensure the patient is seen by the most appropriate clinician or service to meet their needs. Signposting to other services as required.

Receive, record and direct accurate messages when appropriate and pass these onto other members of the team using emails or the clinical system

Answer telephones promptly in a polite and professional manner and manage calls appropriately. Dealing with patients and other callers and forwarding to the most appropriate team member if necessary

Deal efficiently with general enquiries from patients, explain surgery procedures, appointment system and all other procedures for obtaining services, hand out patient pack / practice leaflet as appropriate

To advise patients on approximate waiting times and of any unexpected delays

To book interpreters for patients when needed

To take in fees from patients where applicable and issue receipts

To give patients any forms / referral letters that are waiting for collection checking ID and taking in fees where necessary

To listen to patients complaints, remaining polite and empathetic at all times, making sure they are addressed and dealt with appropriately, enlisting the help of a senior colleague when needed

Job description

Job responsibilities

Purpose of Post

To ensure that patients are assisted courteously, efficiently and with empathy, and to support other members of the practice team. The Care Coordinator will act as the first point of call for patients; receiving and directing them to the most appropriate care and answering their enquiries. In addition to reception duties they will also carry out administrative tasks to support the delivery of an efficient caring, and high quality service to our patients.

Care Coordination

1. Signposting, navigation and coordination of services

Supporting migrant patients to get the care they need

Making referrals to the Community Pharmacy Consultation Scheme

Signposting patient to services and clinicians that will meet their needs

Helping patients to navigate health, social care and VCSE services including accompanying them in consultations or in attending other services where required

Supporting patients to register with the practice where there is a barrier, ie language, cultural considerations etc.

Carrying out cancer care review calls and arranging follow up with the GP or other appropriate clinician as required

Supporting patients with complex needs by carrying out calls to ensure they attend for reviews and working with the MDT to remove any barriers to them accessing care

Reception Duties

2. Receiving and Directing Patients

Receive and direct patients on arrival at the reception desk in a friendly and courteous manner, ensuring their requirements are met professionally and efficiently

Warmly welcome and register new patients who are in the practice area and inform patients of practice facilities.

Provide help to patients with general enquiries, and to assist them to make appointments, using the computer appointment system.

Care navigation to ensure the patient is seen by the most appropriate clinician or service to meet their needs. Signposting to other services as required.

Receive, record and direct accurate messages when appropriate and pass these onto other members of the team using emails or the clinical system

Answer telephones promptly in a polite and professional manner and manage calls appropriately. Dealing with patients and other callers and forwarding to the most appropriate team member if necessary

Deal efficiently with general enquiries from patients, explain surgery procedures, appointment system and all other procedures for obtaining services, hand out patient pack / practice leaflet as appropriate

To advise patients on approximate waiting times and of any unexpected delays

To book interpreters for patients when needed

To take in fees from patients where applicable and issue receipts

To give patients any forms / referral letters that are waiting for collection checking ID and taking in fees where necessary

To listen to patients complaints, remaining polite and empathetic at all times, making sure they are addressed and dealt with appropriately, enlisting the help of a senior colleague when needed

Person Specification

Personal Qualitie

Essential

  • Good communication skills, in person and over the telephone
  • Cheerful and professional demeanor at all times
  • Possessing sensitivity, tact and diplomacy
  • Self-motivated with a high degree of personal integrity
  • An organised approach to work
  • Reliable
  • Flexible with an adaptable approach
  • Ability to work on own initiative
  • Ability to maintain strict confidentiality
  • Able to work under pressure
  • Calm and patient manner
  • Ability to work to deadlines and under pressure.
  • Ability to multitask and prioritise own workload
  • Time management skills

Qualifications

Essential

  • Education to GCSE level, NVQ level 2 (or equivalent)

Desirable

  • Administrative qualification
  • Care Coortdination training

Experience

Essential

  • Experience working in a environment with direct contact with the public
  • Customer service experience
  • Experience with database systems

Desirable

  • Experience of working in General Practice or other health care setting
  • Experience of summarizing and read coding
  • Experience of using choose and book
  • Knowledge and understanding of the Quality and Outcomes Framework
Person Specification

Personal Qualitie

Essential

  • Good communication skills, in person and over the telephone
  • Cheerful and professional demeanor at all times
  • Possessing sensitivity, tact and diplomacy
  • Self-motivated with a high degree of personal integrity
  • An organised approach to work
  • Reliable
  • Flexible with an adaptable approach
  • Ability to work on own initiative
  • Ability to maintain strict confidentiality
  • Able to work under pressure
  • Calm and patient manner
  • Ability to work to deadlines and under pressure.
  • Ability to multitask and prioritise own workload
  • Time management skills

Qualifications

Essential

  • Education to GCSE level, NVQ level 2 (or equivalent)

Desirable

  • Administrative qualification
  • Care Coortdination training

Experience

Essential

  • Experience working in a environment with direct contact with the public
  • Customer service experience
  • Experience with database systems

Desirable

  • Experience of working in General Practice or other health care setting
  • Experience of summarizing and read coding
  • Experience of using choose and book
  • Knowledge and understanding of the Quality and Outcomes Framework

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

Second Street Surgery

Address

Second Street

Gateshead

Tyne And Wear

NE8 2UR


Employer's website

https://secondstreetsurgery.nhs.uk/ (Opens in a new tab)

Employer details

Employer name

Second Street Surgery

Address

Second Street

Gateshead

Tyne And Wear

NE8 2UR


Employer's website

https://secondstreetsurgery.nhs.uk/ (Opens in a new tab)

For questions about the job, contact:

Team Lead

Lucy Clapperton

lucy.clapperton@nhs.net

01914772430

Date posted

26 February 2025

Pay scheme

Other

Salary

£12.31 an hour progressing to £13.13 an hour on completion of training

Contract

Permanent

Working pattern

Part-time, Flexible working

Reference number

A1470-25-0000

Job locations

Second Street

Gateshead

Tyne And Wear

NE8 2UR


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