Job summary The coordinator/medical receptionist role will support the practice and PCN to improve access to services, provide advice and information whilst ensuring health and care planning is timely, efficient and patient centred. The role will include supporting digital initiatives and includes responsibilities for the coordination of the patients journey through primary care. Pay will be open to negotiation to the right canidate depending on experience. Please contact us for an informal chat/visit to find out more about the role. Previous applicants need not re-apply. We will be undergoing a clinical system migration from Emis Web to SystmOne and therefore experience using these systems is desirable but full training will be offered for the right candidate. Please Note: This application may close early if sufficent applications are received. Main duties of the job Coordinate with Clinical Team within the practice, PCN, care homes, or Community Services for patient management. Support the implementation of QoF Incentive Schemes and other quality or cost-effectiveness initiatives. Explain the appointment system and help patients secure appropriate appointments. Use computer systems to manage appointments and record patient arrivals Prioritize urgent cases and handle immediate attention requests. Assist patients in using a new online triage system. Follow protocols to signpost patients to community pharmacies or other services. Handle telephone calls professionally Know procedures for system failures and maintain connections between SMS messaging and the telephone system. Accurately receive, record, and pass on messages for the primary care team using practice notes and email Process repeat prescriptions accurately adhering to practice policies Accurately record home visit requests, prepare patient summaries, and alert the duty doctor to urgent needs Follow practice security policies for computer use ensure accurate data entry and manage data retrieval as directed Ensure post is prepared for collection & handle returned mail Code clinical data into patient records Maintain adequate stock supplies in reception and consultation rooms Ensure proper logging and dispatch of specimens to the lab Book ambulance transport Arrange interpreting services Provide patients with information on local and health issues Assist patients with accessing the complaints procedure About us St Anthony's Health Centre is a small friendly GP practice in the heart of East of Newcastle. We have a patient list size of approx 6500 and a clinical team that consists of GP Partners, Salaried GP, ANPs, Practice Nurses, HCAs, Pharmacists, Social Prescribers, Mental Health Workers and a dynamic reception team. Date posted 11 March 2025 Pay scheme Other Salary £12.08 to £12.31 an hour depending on relevant experience Contract Permanent Working pattern Part-time Reference number A1045-25-0000 Job locations St. Anthonys Road Newcastle Upon Tyne NE6 2NN Job description Job responsibilities Job Title Care Coordinator Medical Receptionist Reports To Reception Manager Responsible To Practice Manager Organisation Summary St Anthony's Health Centre is based in the East of Newcastle upon Tyne and is part of the Newcastle East Primary Care Network The PCN is a group of practices working collaboratively to improve the health of local residents Purpose of the Role The Care Coordinator Receptionist role supports the practice and PCN in improving access to services providing advice and information and ensuring health and care planning is timely efficient and patient-centred The role supports digital initiatives and coordinates the patient journey through primary care Aim of the Post To help patients access services efficiently and effectively To support the practice team in their duties To act as a focal point for internal and external communication within the practice Main Duties and Responsibilities Liaise with clinical teams within the practice PCN care homes and community services to support patient management Liaise with PCN Primary Care Navigators and Social Prescribing Link Workers Support patients and carers in creating personalised care and support plans following healthcare consultations Help patients manage their needs by answering queries making and managing appointments and directing them to appropriate health or social care providers Support the coordination and delivery of services as part of the Multi-Disciplinary Team in Primary Care Support the link care homes team Assist patients in accessing public health screening campaigns Support the delivery of QoF incentive schemes and other quality or cost-effectiveness initiatives Appointments Explain the appointment system and assist patients in booking the most appropriate appointment Use the computer system to manage appointments and record patient arrivals Keep patients informed of delays Prioritise urgent cases Monitor and report on DNA rates Signposting Follow practice protocols to signpost patients to community pharmacy and other appropriate services Telephone Answer transfer and make calls professionally and efficiently Maintain the back-office function of the cloud-based VOIP telephone system including running reports and changing call flows Understand and manage SMS messaging linked to the telephone system Messages Record and relay accurate messages to team members with appropriate urgency Follow up messages to ensure actions are completed Use practice notes and email for communication Prescriptions Process repeat prescriptions accurately adhering to practice policies regarding review dates and non-repeat items Dispose of waste script paper securely Home Visits Record home visit requests accurately including patient contact details Prepare patient summaries for visiting doctors Alert duty doctors to urgent requests Computer Use Adhere to practice security policies regarding system use including logging in and out and keeping screens private Ensure accurate data entry and retrieval Mail Prepare outgoing post daily Return misaddressed mail to the sender Records Maintain medical records in an organised and up-to-date manner File correspondence and records in chronological order Prepare records for consultations Renew old folders and update patient details Process new patient records Email Manage the reception inbox and take appropriate actions Maintain personal inbox and set up rules within Outlook Data Entry Code clinical data to patient records following GP guidelines Tagging and Sorting Prepare notes for new patients transferring from Lloyd George format to A4 format Confidential Waste Ensure all confidential waste is stored securely for shredding Stationery and Supplies Maintain adequate stock of NHS and office stationery Ensure consultation rooms are stocked with specimen containers Specimens Log specimens onto the computer system before dispatch Ensure patient details are correct on forms and containers Check the refrigerator daily for stored specimens Hand specimens to the courier twice daily Ambulance Bookings Use the web-based system to book patient transport Arrange emergency transport by telephone if necessary Interpreting Service Book interpreters for non-English speaking patients and use language line when required Patient Information Act as a resource for patients seeking information on local health services and signpost them appropriately Building Open close and alarm the building as required Keep work and waiting areas tidy Check consultation rooms before surgeries Complaints Assist patients in accessing the in-house complaints procedure Collaborative Working Relationships Work collaboratively with the Multi-Disciplinary Team patients and carers to manage and coordinate care Use healthcare technologies to optimise service delivery patient access and continuity of care Education Learning and Development Comply with all organisational and statutory requirements including health and safety infection control equality and diversity confidentiality information governance safeguarding adults and children Complete all statutory and mandatory training Take responsibility for personal development Undertake training as identified by the Personalised Care Institute Practice Standards Data Protection and Confidentiality Maintain patient confidentiality at all times Use personal data only for practice business and do not disclose it to third parties without authorisation Comply with the Data Protection Act 2018 Health and Safety Promote and maintain health safety and security within the workplace Use personal security systems as per practice guidelines Identify and manage risks in work activities Keep work areas tidy and free from hazards Apply infection control procedures Understand and apply principles of the cold chain Assist with risk assessment procedures Equality and Diversity Support the equality diversity and rights of patients carers and colleagues Act in a way that respects peoples rights privacy dignity needs and beliefs Behave in a non-judgmental and welcoming manner Personal and Professional Development Participate in training and personal development reviews Take responsibility for learning and professional growth Demonstrate skills and activities to colleagues undertaking similar work Quality Maintain quality within the practice Alert team members to quality and risk issues Participate in clinical governance activities contribute to improving health outcomes through audit risk management and quality improvement Participate in incident investigations and events assessments Take accountability for own actions and contribute to team effectiveness Work effectively with external agencies to meet patient needs Manage own time workload and resources efficiently Communication Communicate effectively with team members external agencies patients and carers Adapt communication methods based on individual needs Implementation of Services Apply practice policies standards and guidance Discuss with colleagues how policies and guidelines affect work Participate in audits as required Job description Job responsibilities Job Title Care Coordinator Medical Receptionist Reports To Reception Manager Responsible To Practice Manager Organisation Summary St Anthony's Health Centre is based in the East of Newcastle upon Tyne and is part of the Newcastle East Primary Care Network The PCN is a group of practices working collaboratively to improve the health of local residents Purpose of the Role The Care Coordinator Receptionist role supports the practice and PCN in improving access to services providing advice and information and ensuring health and care planning is timely efficient and patient-centred The role supports digital initiatives and coordinates the patient journey through primary care Aim of the Post To help patients access services efficiently and effectively To support the practice team in their duties To act as a focal point for internal and external communication within the practice Main Duties and Responsibilities Liaise with clinical teams within the practice PCN care homes and community services to support patient management Liaise with PCN Primary Care Navigators and Social Prescribing Link Workers Support patients and carers in creating personalised care and support plans following healthcare consultations Help patients manage their needs by answering queries making and managing appointments and directing them to appropriate health or social care providers Support the coordination and delivery of services as part of the Multi-Disciplinary Team in Primary Care Support the link care homes team Assist patients in accessing public health screening campaigns Support the delivery of QoF incentive schemes and other quality or cost-effectiveness initiatives Appointments Explain the appointment system and assist patients in booking the most appropriate appointment Use the computer system to manage appointments and record patient arrivals Keep patients informed of delays Prioritise urgent cases Monitor and report on DNA rates Signposting Follow practice protocols to signpost patients to community pharmacy and other appropriate services Telephone Answer transfer and make calls professionally and efficiently Maintain the back-office function of the cloud-based VOIP telephone system including running reports and changing call flows Understand and manage SMS messaging linked to the telephone system Messages Record and relay accurate messages to team members with appropriate urgency Follow up messages to ensure actions are completed Use practice notes and email for communication Prescriptions Process repeat prescriptions accurately adhering to practice policies regarding review dates and non-repeat items Dispose of waste script paper securely Home Visits Record home visit requests accurately including patient contact details Prepare patient summaries for visiting doctors Alert duty doctors to urgent requests Computer Use Adhere to practice security policies regarding system use including logging in and out and keeping screens private Ensure accurate data entry and retrieval Mail Prepare outgoing post daily Return misaddressed mail to the sender Records Maintain medical records in an organised and up-to-date manner File correspondence and records in chronological order Prepare records for consultations Renew old folders and update patient details Process new patient records Email Manage the reception inbox and take appropriate actions Maintain personal inbox and set up rules within Outlook Data Entry Code clinical data to patient records following GP guidelines Tagging and Sorting Prepare notes for new patients transferring from Lloyd George format to A4 format Confidential Waste Ensure all confidential waste is stored securely for shredding Stationery and Supplies Maintain adequate stock of NHS and office stationery Ensure consultation rooms are stocked with specimen containers Specimens Log specimens onto the computer system before dispatch Ensure patient details are correct on forms and containers Check the refrigerator daily for stored specimens Hand specimens to the courier twice daily Ambulance Bookings Use the web-based system to book patient transport Arrange emergency transport by telephone if necessary Interpreting Service Book interpreters for non-English speaking patients and use language line when required Patient Information Act as a resource for patients seeking information on local health services and signpost them appropriately Building Open close and alarm the building as required Keep work and waiting areas tidy Check consultation rooms before surgeries Complaints Assist patients in accessing the in-house complaints procedure Collaborative Working Relationships Work collaboratively with the Multi-Disciplinary Team patients and carers to manage and coordinate care Use healthcare technologies to optimise service delivery patient access and continuity of care Education Learning and Development Comply with all organisational and statutory requirements including health and safety infection control equality and diversity confidentiality information governance safeguarding adults and children Complete all statutory and mandatory training Take responsibility for personal development Undertake training as identified by the Personalised Care Institute Practice Standards Data Protection and Confidentiality Maintain patient confidentiality at all times Use personal data only for practice business and do not disclose it to third parties without authorisation Comply with the Data Protection Act 2018 Health and Safety Promote and maintain health safety and security within the workplace Use personal security systems as per practice guidelines Identify and manage risks in work activities Keep work areas tidy and free from hazards Apply infection control procedures Understand and apply principles of the cold chain Assist with risk assessment procedures Equality and Diversity Support the equality diversity and rights of patients carers and colleagues Act in a way that respects peoples rights privacy dignity needs and beliefs Behave in a non-judgmental and welcoming manner Personal and Professional Development Participate in training and personal development reviews Take responsibility for learning and professional growth Demonstrate skills and activities to colleagues undertaking similar work Quality Maintain quality within the practice Alert team members to quality and risk issues Participate in clinical governance activities contribute to improving health outcomes through audit risk management and quality improvement Participate in incident investigations and events assessments Take accountability for own actions and contribute to team effectiveness Work effectively with external agencies to meet patient needs Manage own time workload and resources efficiently Communication Communicate effectively with team members external agencies patients and carers Adapt communication methods based on individual needs Implementation of Services Apply practice policies standards and guidance Discuss with colleagues how policies and guidelines affect work Participate in audits as required Person Specification Experience Essential Demonstrates an understanding of the role of the receptionist in primary care or has had positive previous experience working in a customer service environment. Understanding of customer care issues Understanding of data protection Understanding, acceptance and adherence to the need for confidentiality Desirable Previous experience working as a receptionist within general practice Practical and Intellectual Skills Essential Excellent communication skills, face to face and using the telephone. Able to communicate routine information that requires tact and persuasive skills or where there may be barriers to understanding. Ability to make decisions and use initiative. Thorough and methodical approach to work. Ability to work flexibly and as part of a team. Good level of literacy and numeracy. Standard keyboard skills Desirable Experience of using the internet, above average IT skills Disposition/personal Essential Enjoys working with the public Friendly and approachable Reliable, committed. Diplomatic/tactful, understands confidentiality Professional approach to work. Enthusiastic, adaptable and Ability to work flexibly Physical Effort/skills Essential Fitness to do the job Frequent requirement for light physical effort for short periods Qualifications Essential Good general education (i.e. GCSE to grade C or above or equivalent) to include English language and Maths and Information Technology or Computer Sciences Desirable Medical Terminology IT qualification Experience in Emis Web & SystmOne Training and Education Essential Willing to undergo education/training in line with practice needs. Desirable Evidence of continued learning. Mental and Emotional Effort Essential Concentration required daily Ability to deal with occasional exposure to distressing circumstances or emotional events Ability to deal with occasional exposure to aggressive behaviour Person Specification Experience Essential Demonstrates an understanding of the role of the receptionist in primary care or has had positive previous experience working in a customer service environment. Understanding of customer care issues Understanding of data protection Understanding, acceptance and adherence to the need for confidentiality Desirable Previous experience working as a receptionist within general practice Practical and Intellectual Skills Essential Excellent communication skills, face to face and using the telephone. Able to communicate routine information that requires tact and persuasive skills or where there may be barriers to understanding. Ability to make decisions and use initiative. Thorough and methodical approach to work. Ability to work flexibly and as part of a team. Good level of literacy and numeracy. Standard keyboard skills Desirable Experience of using the internet, above average IT skills Disposition/personal Essential Enjoys working with the public Friendly and approachable Reliable, committed. Diplomatic/tactful, understands confidentiality Professional approach to work. Enthusiastic, adaptable and Ability to work flexibly Physical Effort/skills Essential Fitness to do the job Frequent requirement for light physical effort for short periods Qualifications Essential Good general education (i.e. GCSE to grade C or above or equivalent) to include English language and Maths and Information Technology or Computer Sciences Desirable Medical Terminology IT qualification Experience in Emis Web & SystmOne Training and Education Essential Willing to undergo education/training in line with practice needs. Desirable Evidence of continued learning. Mental and Emotional Effort Essential Concentration required daily Ability to deal with occasional exposure to distressing circumstances or emotional events Ability to deal with occasional exposure to aggressive behaviour 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 St Anthony’s Health Centre Address St. Anthonys Road Newcastle Upon Tyne NE6 2NN Employer's website https://www.stanthonyshealthcentre.nhs.uk/ (Opens in a new tab)