Health Co-Ordinator

Queens Medical Centre is lookingfor a Health Co-Ordinator full-time, the role will be based predominantly atour Barnstaple site (EX32 8HY ) but travel to our other site at Lynton (EX356HA) may be required.

The Health Co-Ordinator is a keyfront-line position responsible for managing the first impressions of thepractice. This role involves greeting patients, managing communication betweenpatients and medical staff, and facilitating patient access to appropriatehealthcare services efficiently. The Health Co-Ordinator plays a crucial rolein guiding patients through the complexities of healthcare interactions,ensuring they receive timely and appropriate care.

Key responsibilities includescheduling appointments, managing patient records, answering phone calls, andproviding patients with information about healthcare services. The Health Co-Ordinatorwill ensure that all patient interactions are handled with empathy andefficiency, maintaining confidentiality and compliance with healthcareregulations. This position requires excellent communication skills, strongorganisational abilities, and a patient-centric approach to service delivery.

Main duties of the job

Main duties of the job

Front Desk Management:

Appointment booking followingour Care Navigation Triage

Telephone Enquiries

eConsultations: ProcesseConsultations received.

Summarising:

Coding and scanning

Any other administrative work asrequired.

Healthcare Provider Liaison

Resource Navigation:

Resource Management

Safety Protocols

Feedback Collection

About us

Queens Medical Centre is one of 2surgeries in the area. The two surgeries provides care to over 11,000 patientsin the local area,

Queens Medical and Lynton HealthCentre are managed by The Fuller and Forbes Healthcare group who provide careto over 110,000 patients. More information about our organisation can be foundhere:

We are currently looking toexpand our administration and care navigation team by recruiting enthusiasticand committed staff members who are focused on improving the care provided bythe surgeries.

Job responsibilities

Patient Interaction and Support:

Front Desk Management: Greetpatients upon arrival, verify their information, and direct them to appropriatedepartments. Ensure a welcoming and respectful environment for all visitors.

Appointment booking: Efficientlymanage appointment scheduling using the practices systems; adjust schedules asneeded to accommodate patient needs and maximise resource utilisation.

Telephone Enquiries: Handleincoming calls, provide information to callers, take messages, or redirectcalls to appropriate staff members.

Administrative Responsibilities:

eConsultations: ProcesseConsultations received.

Patient Records Management:Maintain and update patient records with accuracy. Ensure all patientinteractions and transactions are logged promptly and comply with legal andprivacy requirements.

Summarising: Summarisation ofmedical records as required.

Coding and scanning: Scan andcode patient correspondence.

Any other administrative work asrequired.

Communication and Coordination:

Healthcare Provider Liaison: Actas a liaison between patients and healthcare providers. Ensure thatcommunication is clear and that patients understand their schedules, treatmentplans, and any preparatory steps for appointments.

Resource Navigation: Guidepatients to access various healthcare resources available to them, includingspecial clinics, educational sessions, and community services.

Patient Follow-Up: Conductfollow-ups with patients regarding future appointments, treatment plans, andhealthcare management strategies.

Facility Support:

Resource Management: Managefront-office supplies and ensure that patient areas are stocked with necessaryitems like forms, brochures, and informational materials.

Safety Protocols: Maintaincleanliness and safety of the reception area, complying with health and safetyguidelines to ensure a safe environment for patients and staff.

Quality Improvement:

Feedback Collection: Collect andcompile patient feedback to identify areas for improvement in front deskoperations and patient care coordination.

Service Enhancement Initiatives:Participate in initiatives aimed at enhancing patient satisfaction andimproving service delivery effectiveness.

Professional Development:

Training Participation: Engagein ongoing training to enhance skills related to patient care, technology use,communication, and administrative management.

Knowledge Upgrading: Stayupdated on new healthcare regulations, insurance policies, and patient caretechnologies to continually improve service quality.

The Practice recognises that therole above is wide and varied is evolving in nature. Therefore, this jobdescription is not intended to be exhaustive and there will be other tasks andduties that the post holder will be expected to perform within what isordinarily expected of this role.

Person Specification Qualifications

• Core GCSEs; additional training in customer service, administration, or related field is preferred

Experience

• Experience Proven experience in a receptionist or customer service role preferably in a healthcare setting Experience with medical terminology and understanding basic healthcare operations is beneficial Technical Skill Proficiency in using medical office software including patient management systems and SystmOne. Strong computer skills including proficiency with Microsoft Office applications particularly Word and outlook. Communication Skills Excellent verbal and written communication skills necessary for interacting effectively with patients and healthcare providers. Ability to handle sensitive information confidentially and interact professionally with diverse individuals. Organisational Skills Exceptional organisational and time management skills able to manage multiple tasks and priorities in a fast-paced environment. Detail-oriented with a focus on accuracy and precision especially in scheduling and record-keeping.
• Customer Service Strong customer service orientation with the ability to remain patient and empathetic while handling patient inquiries and concerns. Skills in conflict resolution and ability to manage stressful situations calmly and effectively. Adaptability Flexible and adaptable to change with the ability to quickly learn new systems and adapt to evolving healthcare practices. Willingness to take on additional responsibilities as needed to support the practice. Teamwork Ability to work effectively as part of a team supporting other staff members and contributing to a collaborative work environment. Experience in supporting a team administratively including arranging meetings and preparing materials and facilitating communication. Patient Interaction Experience in guiding patients through their healthcare journey providing support and clear instructions regarding healthcare services. Competence in managing patient flows ensuring efficient and satisfactory service delivery. Additional Competencies Commitment to ethical standards and professionalism, ensuring patient confidentiality and adherence to data protection regulations. Proactive in personal development seeking opportunities to enhance skills and knowledge related to healthcare administration and patient care.

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.

£12.21 an hourPlus 50p p/h sick pay bonus + subject to change April 2026