Job Description
Job title: Patient Coordinator
Hours: Minimum 20 Hours per week
Holidays: 28 days pro rata plus bank holidays
Reports to: Patient Experience & Quality Lead
The Fakenham Medical Practice
The Fakenham Medical Practice (FMP) is an eleven-doctor dispensing practice providing care to around 15,500 patients in and around Fakenham in North Norfolk.
We work from modern, purpose-built premises. The partners and staff have a shared belief in the delivery of high-quality patient focused care. Patients’ interests are kept very much to the fore and there is a strong commitment to develop patient services. To promote a multi-disciplinary team approach, we share our premises with other providers including a pharmacy, adult social services and local community services e.g. physiotherapy and midwifery.
The practice is part of Norfolk and Suffolk Integrated Care Board (NSICB) and has a branch surgery at Walsingham. We are a training practice for GP Trainees.
Practice Mission Statement
Fakenham Medical Practice is committed to working with compassion and understanding to provide all its patients with accessible, responsive and efficient services that deliver good, safe and effective care.
Main purpose of role
- To provide a positive, friendly and professional image of the practice to patients, carers and other visitors to the practice both in person, via the telephone and via the online system.
- The Patient Coordinator plays a key role in supporting patients through their care journey within the GP practice. The post holder will act as a central point of contact for patients, ensuring timely coordination of appointments, follow‑ups and communication between clinical teams, external services and patients. The role provides a patient first approach to improve patient experience, access to care and operational efficiency
Key relationships
Partners, salaried doctors, trainees, Chief Executive, Practice Manager other Reception staff, all other FMP staff, patients, carers, Patient Participation Group members and other community providers.
Job duties and responsibilities:
- To provide a high-quality patient first, reception service to patients, carers and others visiting and/or otherwise contacting the Practice, particularly:
- Meet and greet patients.
- Act as a first point of contact for patients requiring coordination of care, responding to queries with empathy and professionalism
- Support patients in navigating practice services and accessing appropriate care pathways
- Coordinate appointments across clinical teams to ensure continuity of care
- Ensure follow‑ups are booked and communicated clearly to patients
- Identify and escalate complex or vulnerable patient needs appropriately
- Explain practice services and procedures to new patients and those seeking registration as a temporary resident; ensure all required documentation is completed.
- Contact patients to rearrange appointments if clinical session is amended.
- Respond promptly and appropriately to patient needs e.g. queues, confusion, sickness, calling for help as and when required to do so.
- Advise patients of charges for non-NHS services, accept payment and issue receipts.
- Check and sign for deliveries made to the Practice – contact other agencies on the premises if deliveries are for them and ask them to come and collect.
- Assist patients with queries weather this is face-to-face, telephone or via the online forms.
- Provide reception cover during core opening hours, extended access hours (evenings and some Saturdays, this is on a rota basis)
- To support the practice team and undertake a variety of administrative duties that contribute to the smooth running of the practice, particularly:
- Maintain accurate, up‑to‑date patient records on the clinical system (System One) in line with data protection requirements
- Draft and send patient communications (letters, SMS messages, emails or online forms) as required
- Work closely with GPs, nurses, reception and administrative staff to support smooth practice operations
- Support service improvement initiatives related to access, patient experience and care coordination
- Keep the reception area tidy and free from obstructions and clutter.
- Open and close the surgery and conduct all procedures relating to this when rota’d to do so.
- Take messages and pass on information.
- To provide cover for members of the Reception Team during periods of sickness and annual leave.
- To communicate politely and effectively with patients, carers, colleagues and other contacts, recognising people’s needs for alternative methods of communication e.g. translation services and responding accordingly. In this way, through good communication and working collaboratively with colleagues and other agencies to support the provision of a seamless co-ordinated multidisciplinary service.
- Adhere to practice policies, NHS guidelines and confidentiality standards at all times including information governance, health and safety, infection control, equality and diversity and to report any breach or suspected breach immediately.
- Flag safeguarding, clinical or operational concerns to the appropriate lead
- To undertake regular training and development, to keep personal development plan up to date and to attend staff meetings.
- To undertake any other activities that may from time to time be reasonably requested by the Patient Experience and Quality Lead, Practice Manager, CEO or the Partners.
This job description is not exhaustive. You are required to carry out all duties and obligations of which you have been advised, and also to comply with any rules, instructions, directions, policies, protocols and procedures as may from time to time relate to your employment. You will also be provided with oral instructions as to your job duties and responsibilities, and you should follow such instructions.
You should understand that your job title and job description may be amended from time to time, and that you may be called upon to carry out additional or other duties as may reasonably be required. There may also be times when you are asked to transfer to an alternative job either on a temporary or permanent basis. You will not be assigned to duties or required to perform services which you cannot reasonably be expected to perform.
The nature of our business and the changing needs of the National Health Service mean that you must be flexible in your approach to your work and in the duties that you may be required to undertake in order to provide service to our patients, and that the obligations upon you will inevitably vary and develop.
Qualifications
Essential
Good standard of general education
GCSE Mathematics and English C or above
Desirable
NVQII in Customer Care or equivalent
Experience
Essential
Experience of working with the general public both face to face and on the telephone
Desirable
Experience of reception work
Experience of working within healthcare setting
Working knowledge of SystmOne clinical system or equivalent
Customer service
Skills
Essential
Excellent communication skills (Written and Oral)
Good, confident IT skills (Microsoft Word, email etc.)`
Clear, polite telephone manner
Time Management and the ability to work to deadlines
Problem solving skills and good judgement
Interpersonal skills
Behaviours
Essential
Smart, polite and confident
Honest and reliable
Good time keeping
Strong Organisational and administrative abilities
Consistently performing under pressure
Calm, professional and compassionate
Using initiative and judgement - when to ask for help/advice, when to handover to others more experienced/qualified
Working as part of a team and being supportive of colleagues
Self-motivated, meets agreed objectives and targets
Can do attitude
Maintains confidentiality at all times
Interviews to be held week beginning 7th September 26
Pay: £13,411.17 per year
Benefits:
- Company events
- Company pension
- Cycle to work scheme
- Free flu jabs
- Free parking
- Health & wellbeing programme
- On-site parking
Work Location: In person
