Primary Care Co-ordinator

Job description

Job responsibilities

The Primary Care Co-ordinator will play a vital role in delivering an excellent first impression of the practice, acting as the primary point of contact for patients, carers, and visitors. The post holder will provide a welcoming, professional, and efficient service by managing face-to-face and telephone enquiries, directing individuals to the appropriate services, and ensuring urgent needs are prioritised. Key responsibilities include booking, amending, and cancelling appointments to optimise clinical time, assisting patients with completing forms and updating personal details, and processing repeat prescription requests in line with practice protocols. A core aspect of the role is supporting vulnerable patients, including those with disabilities, language barriers, or additional needs, ensuring equitable access to care. The post holder will maintain the highest standards of patient confidentiality at all times, in line with GDPR and practice policies, while treating all patients and colleagues with dignity, respect, and compassion.

In addition to patient-facing duties, the role encompasses a range of administrative tasks, including maintaining and updating accurate patient records using the clinical system, managing incoming documentation, preparing reports and audits, and supporting data entry, scanning, and filing requirements. The post holder will also ensure the reception and waiting areas remain clean, safe, and welcoming, contributing to a positive patient experience. Strong organisational skills, attention to detail, and the ability to manage competing priorities will be essential.

Collaboration and teamwork are fundamental to the role. The post holder will work closely with GPs, nurses, and other practice staff to maintain smooth patient flow, escalate complex or urgent issues appropriately, and provide cover during periods of staff absence. They will actively contribute to practice-wide initiatives, such as flu clinics, health promotion campaigns, and patient engagement activities, while also supporting clinicians with administrative needs. Attendance and participation in practice meetings, training sessions, and appraisals are expected, with the post holder contributing ideas for continuous service improvement.

This position requires a compassionate, adaptable, and proactive individual who can thrive in a busy, patient-focused environment. The successful candidate will uphold the practices policies on confidentiality, safeguarding, and health and safety, while demonstrating professionalism and empathy in every interaction. By combining excellent communication skills with strong administrative capabilities, the post holder will support the smooth running of the reception and wider practice, helping to deliver high-quality care and an outstanding patient experience.

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

Employer's website

https://www.sandwichmedicalpractice.co.uk/ (Opens in a new tab)