Care Coordinator (Hybrid)

Job responsibilities

To ensure patient information is added to the patient record from appropriate sources and coded accurately.

To ensure, safe, accurate and timely processing of prescriptions to patients according to the practice protocols.

To facilitate patients in accessing the appropriate service or healthcare professional to best meet their needs in a courteous, efficient, and effective way, projecting a positive and friendly image of Honiton Surgery.

Provide support to Doctors, Practice Manager, Operations Manager, Finance Manager, and other staff in the pursuit of their duties.

JOB RESPONSIBILITIES:

Scanning of electronic and paper documents utilising the SystmOne Clinical System and to accurately code to patient records according to Surgery protocols.

To process repeat prescriptions, ensuring safe, accurate and timely supply of prescribed medication to our patients. Undertaking medicines reconciliation in accordance with the practice protocols and to update patients medical records and prescriptions accordingly.

Maintain effective liaison with practice staff and outside agencies concerned with patient care with appropriate regard to confidentiality.

To provide administrative support to Clinicians and colleagues in the workflow team.

Care navigate patients requests using the correct guidelines to ensure all requests are dealt with according to Surgery protocols and in accordance with the patients needs.

Processing electronic requests to facilitate booking appointments and directing patients to the appropriate healthcare professional.

To contribute to initiatives that help the practice to achieve its targets in the Quality Outcomes Framework, PCN, DES and IIF.

Communicate with patients, colleagues and outside agencies using face-to-face, telephone or electronic methods in a professional manner referring to the appropriate GP in accordance with practice protocols.

Respond to patients in a professional, courteous manner.

Contact patients and book appointments if needed using a variety of means on behalf of Honiton Surgery.

Undertake training as directed by Management and attend team meetings as required, keeping up to date with mandatory training, practice policies, emails and surgery intranet.

CONFIDENTIALITY:

• In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately.
• In the performance of the duties outlined in this Job Description, the post-holder may have access to confidential information relating to patients and their carers, surgery staff and other healthcare workers. They may also have access to information relating to the surgery as a business organisation. All such information from any source is to be regarded as strictly confidential.
• Information relating to patients, carers, colleagues, other healthcare workers or the business of the surgery may only be divulged to authorised persons in accordance with the surgery policies and procedures relating to confidentiality and the protection of personal and sensitive data.

HEALTH & SAFETY:

The post-holder will assist in promoting and maintaining their own and others health, safety and security as defined in the surgery Health & Safety Policy, the surgery Health & Safety Manual, and the surgery Infection Control policy and published procedures. This will include:

• Using personal security systems within the workplace according to Surgery guidelines.
• Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks.
• Making effective use of training to update knowledge and skills.
• Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards.
• Actively reporting of health and safety hazards and infection hazards immediately when recognised.
• Keeping own work areas and general / patient areas generally clean, assisting in the maintenance of general standards of cleanliness consistent with the scope of the job holders role.
• Undertaking periodic infection control training (minimum annually).
• Reporting potential risks identified.

EQUALITY AND DIVERSITY:

The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:

• Acting in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with Surgery procedures and policies, and current legislation.
• Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues.
• Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.

PERSONAL/PROFESSIONAL DEVELOPMENT:

The post-holder will participate in any training program implemented by the Surgery as part of this employment, such training to include:

• Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development.
• Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work

QUALITY:

The post-holder will strive to maintain quality within the surgery, and will:

• Alert other team members to issues of quality and risk.
• Assess own performance and take accountability for own actions, either directly or under supervision.
• Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the teams performance.
• Work effectively with individuals in other agencies to meet patients needs.
• Effectively manage own time, workload and resources.

COMMUNICATION:

The post-holder should recognise the importance of effective communication within the team and will strive to:

• Communicate effectively with other team members.
• Communicate effectively with patients and carers.
• Recognise peoples needs for alternative methods of communication and respond accordingly.

CONTRIBUTION TO THE IMPLEMENTATION OF SERVICES:

• Apply surgery policies, standards and guidance.
• Discuss with other members of the team how the policies, standards and guidelines will affect your work.
• Participate in audit where appropriate.

Experience

Essential

• Administrative or Reception Experience
• Previous experience in a busy office, healthcare setting, or customer service role.
• IT and Office Systems
• Proficiency in Microsoft Office (especially Word, Excel, Outlook).
• Confident using printers, scanners, and managing digital records.
• Communication Skills
• Experience handling sensitive or confidential information professionally.
• Ability to communicate clearly with patients, staff, and external providers (verbal and written).
• Organisational Skills
• Proven ability to prioritise workload, multitask, and work under pressure.
• Experience maintaining filing systems, patient records, and appointment diaries.
• Confidentiality and Data Protection
• Understanding of GDPR and the importance of patient confidentiality.
• Previous work in a role where discretion was key.

Desirable

• NHS or Primary Care Experience
• Previous work in a GP practice, hospital, or other healthcare setting.
• Familiarity with QOF, referrals, repeat prescriptions, or patient triage processes.
• Experience using clinical systems such as EMIS Web, SystmOne, or Vision.
• Teamwork and Flexibility
• Experience working in a multidisciplinary team.
• Willingness to cover varied admin duties as needed (sickness, annual leave).
• Knowledge of Medical Terminology
• Especially valuable for medical secretary or coding roles.

Qualifications

Essential

• Good General Education
• GCSEs (or equivalent) in English and Maths grade C/4 or above.
• IT Literacy
• Demonstrable ability to use standard office software (Word, Excel, Outlook).
• Basic typing and keyboard skills.

Desirable

• Experience in Clinical Systems
• Familiarity with EMIS Web, SystmOne, or Vision may be highly advantageous.
• Customer Service Experience