Prentis Medical Centre is a well-established, forward-thinking NHS GP practice located in Streatham, South London. We are committed to delivering high-quality, compassionate, and patient-centred healthcare to our diverse community. As we continue to modernise our services and expand our multidisciplinary team, we are looking for an enthusiastic, motivated and professional individual to join our Practice Support Team.
This is an exciting opportunity for someone who enjoys working in a fast-paced healthcare environment, thrives on helping people and is looking for a long-term career within Primary Care. We are seeking an individual who is proactive, adaptable and committed to providing outstanding customer service while supporting the smooth day-to-day running of the practice.
The successful candidate will work closely with GPs, nurses, pharmacists, care coordinators, social prescribing teams, PCN colleagues and external healthcare providers to ensure patients receive the right care, at the right time, from the right service.
Main Purpose of the Role
The Practice Support Team / Care Coordinator is often the first point of contact for patients and plays a vital role in delivering an excellent patient experience. The post holder will provide high-quality reception and administrative support, care navigation, appointment management and coordination of patient services while ensuring efficient practice operations.
The role requires excellent communication skills, sound judgement, attention to detail and the ability to work under pressure whilst maintaining professionalism and confidentiality at all times.
Key Responsibilities
Reception and Patient Services
- Provide a professional, friendly and welcoming service to patients, visitors and healthcare professionals.
- Act as the first point of contact both face-to-face and over the telephone.
- Answer incoming telephone calls promptly and courteously.
- Respond to patient enquiries efficiently and appropriately.
- Register new patients and update patient demographic information.
- Book, amend and cancel appointments in accordance with practice protocols.
- Support the practice's total triage and appointment systems.
- Direct patients to the most appropriate clinician or service using care navigation principles.
- Assist patients with online services including the NHS App and online registration.
- Manage patient flow within the practice.
- Maintain patient confidentiality at all times.
Care Navigation
- Signpost patients appropriately to:
- Community Pharmacy (Pharmacy First)
- NHS 111
- Urgent Treatment Centres
- Community services
- Mental health services
- Social prescribing
- Care Coordinators
- First Contact Physiotherapy
- Self-referral services
- PCN services
- Local voluntary organisations
- Ensure patients receive timely access to the most appropriate service.
- Escalate urgent concerns to the Duty Doctor where appropriate.
Administrative Duties
- Process incoming clinical correspondence.
- Manage electronic workflow tasks.
- Process online consultation requests.
- Scan and accurately code documents onto EMIS Web.
- Complete reports, letters and administrative requests.
- Process medical records and registrations.
- Handle prescription enquiries appropriately.
- Support recall programmes and patient invitations.
- Assist with practice audits where required.
- Produce routine administrative reports.
- Support Quality and Outcomes Framework (QOF) activities.
- Assist with enhanced services administration.
- Monitor generic practice email accounts.
- Maintain accurate electronic records.
EMIS Web and Clinical Systems
- Use EMIS Web confidently and accurately.
- Book appointments and clinics.
- Process patient registrations.
- Record consultations and administrative notes where appropriate.
- Manage workflow and electronic documents.
- Ensure accurate data entry.
- Support digital healthcare systems and online consultations.
Practice Operations
- Open and close the surgery following practice procedures.
- Ensure reception areas remain safe, clean and welcoming.
- Prepare consulting rooms where required.
- Report maintenance or health and safety concerns.
- Monitor waiting areas.
- Assist with stock ordering and supplies.
- Ensure confidential information is securely handled.
- Support business continuity arrangements when required.
Meetings and Collaborative Working
Attend:
- Practice meetings
- Team meetings
- Significant Event meetings
- Training sessions
- Protected Learning Time (PLT)
- PCN meetings where appropriate
- Neighbourhood/Integrated Care Team meetings
- Work collaboratively with:
- General Practitioners
- Practice Nurses
- Healthcare Assistants
- Pharmacists
- Care Coordinators
- Social Prescribers
- First Contact Physiotherapists
- Community Nursing Teams
- District Nurses
- Mental Health Teams
- Secondary Care Providers
- South East London ICB
- Local Authority services
- Community and voluntary organisations
General Responsibilities
- Maintain patient confidentiality in accordance with GDPR and NHS policies.
- Comply with all safeguarding procedures.
- Participate in mandatory training.
- Contribute to service improvement initiatives.
- Promote equality, diversity and inclusion.
- Support colleagues across the practice as required.
- Undertake any other reasonable duties consistent with the role.
Person Specification
Essential Skills
- Excellent verbal and written communication skills.
- Outstanding telephone manner.
- Excellent interpersonal skills.
- Strong customer service skills.
- Ability to remain calm under pressure.
- Excellent organisational skills.
- Good attention to detail.
- IT literate with good Microsoft Office skills.
- Ability to work independently and as part of a team.
- Professional appearance and manner.
- Excellent time management skills.
- Ability to prioritise workload effectively.
- Understanding of confidentiality.
- Flexible and adaptable approach to work.
Desirable Skills
- Previous NHS General Practice experience.
- Experience using EMIS Web.
- Experience in care navigation.
- Knowledge of NHS primary care services.
- Experience of appointment systems.
- Knowledge of QOF and Enhanced Services.
- Understanding of safeguarding.
- Experience working within a multidisciplinary team.
Personal Qualities
We are looking for someone who:
- Has a genuine passion for helping people.
- Enjoys interacting with patients from diverse backgrounds.
- Is compassionate, approachable and empathetic.
- Has excellent listening skills.
- Is confident communicating both face-to-face and over the telephone.
- Demonstrates professionalism and integrity.
- Is positive, enthusiastic and motivated.
- Has a "can-do" attitude.
- Is reliable and dependable.
- Works well under pressure.
- Is eager to learn new skills.
- Takes pride in delivering exceptional patient care.
- Is solution-focused and proactive.
- Enjoys working in a busy, fast-moving environment.
- Is willing to embrace change and innovation.
- Is looking for a new challenge and committed to developing a long-term career within Primary Care.
- Demonstrates initiative and is always willing to go the extra mile for patients and colleagues.
What We Offer
At Prentis Medical Centre, we value our staff and are committed to supporting their professional and personal development. We offer:
- A welcoming, friendly and supportive team environment.
- Opportunities for career progression within General Practice and Primary Care Networks.
- Ongoing training and professional development.
- Regular Protected Learning Time (PLT).
- Exposure to innovative models of Primary Care.
- Opportunities to work with multidisciplinary teams across the local neighbourhood.
- NHS Pension Scheme (where applicable).
- Generous annual leave entitlement.
- A varied and rewarding role where no two days are the same.
How to Apply
If you are enthusiastic, motivated and passionate about delivering excellent patient care and customer service, we would love to hear from you.
Whether you already have experience working in General Practice or are looking to develop your career within Primary Care, we encourage applications from individuals who are committed to learning, teamwork and making a positive difference to the lives of our patients.
Prentis Medical Centre is committed to equality of opportunity and welcomes applications from all sections of the community. Employment is subject to satisfactory references, DBS clearance and the right to work in the UK.
Job Types: Full-time, Part-time, Permanent
Pay: £13.00 per hour
Benefits:
- Company pension
- Free parking
- Health & wellbeing programme
- On-site parking
Education:
- GCSE or equivalent (preferred)
Experience:
- Customer service: 1 year (preferred)
- Administrative: 1 year (preferred)
Language:
Licence/Certification:
- Driving Licence (preferred)
Work Location: In person
