Job Description

Receptionist / Care Coordinator

Wilsden Medical Practice

The closing date is 17th November 2025.

Apply for this job

Job summary

Are you looking for a valued role in a supportive independent practice?

The Wilsden Medical Practice is seeking a Receptionist / Care Coordinator to join our hard working and friendly practice team. You will work with the Reception Care
Coordinator team together with our dedicated clinical and administration teams.

Main duties of the job

We are looking for candidates to be an integral member of the patient services team.

You will be the first point of contact for most patients either when they call on us, or when we contact them. So a bright engaging manner focused on customer service is essential.

Working in our patient services team is varied and interesting; its not just answering the phone! See the job description for details.

About us

The Wilsden Medical Practice is an independent practice with 10,000 patients in a semi-rural location between Bradford and Bingley. We have two surgeries in the villages of Wilsden and Cullingworth, and also serve the villages of Denholme & Harden.

We're a close knit workforce of 4 GP partners, salaried GPs, nursing team, clinical pharmacists; plus the support of a dedicated administration team.

We are a GP training practice and our culture of personal development extends to the whole team. The partners are supportive of staff seeking to gain new skills or to try out new ways of working.

Job description

Job responsibilities:

Ensure an effective and efficient reception service is provided to patients and any other visitors to the practice

Deal with all general enquiries, explain procedures and make new and follow-up appointments in accordance with practice protocols

To identify callers or patients who may present face to face or on the telephone requiring an immediate emergency response and refer to appropriate clinician, emergency ambulance service or A&E as per practice policies

Provide care coordination and care navigation to patients and their carers across the health and care services

Explain practice arrangements and formal requirements to new patients and those seeking temporary cover, and ensure procedures are completed.

Receive and make telephone calls as required. Divert calls and take messages, ensuring accuracy of detail and prompt appropriate delivery.

Deal with requests for home visits as per practice protocol

Action prescription requests as per the Practice protocols

To give results to patients in line with practice policy

Prepare lists and notes for all surgeries and clinics held, ensuring completion of all associated paperwork.

Arrange ambulance bookings

Chaperoning for doctors and nurses

Responding to the needs of both Doctors and Nurses during surgery

Preparing the consulting rooms prior to surgery and tidying the rooms after surgery

Advise patients of relevant charges for non-NHS services, accept payment and issue receipts for same.

Enter and extract patient information on to the computer as required following practice protocols

Action patient tasks at the request of clinicians using the clinical platform - SystmOne

Confidentiality:

In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately

In the performance of the duties outlined in this job description, the post-holder may have access to confidential information relating to patients and their carers, practice staff and other healthcare workers. They may also have access to information relating to the practice as a business organisation. All such information from any source is to be regarded as strictly confidential

Information relating to patients, carers, colleagues, other healthcare workers or the business of the practice may only be divulged to authorised persons in accordance with the practice policies and procedures relating to confidentiality and the protection of personal and sensitive data

Health & safety:

The post-holder will assist in promoting and maintaining their own and others health, safety and security as defined in the practice health & safety policy, the practice health & safety manual, and the practice infection control policy and published procedures. This will include:

1. Using personal security systems within the workplace according to practice guidelines.

2. Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks.

3. Making effective use of training to update knowledge and skills.

4. Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards.

5. Actively reporting of health and safety hazards and infection hazards immediately when recognised

6. Undertaking periodic infection control training (minimum annually).

7. Demonstrate due regard for safeguarding and promoting the welfare of children and vulnerable adults.

Equality and diversity:

The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:

1. Acting in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with practice procedures and policies, and current legislation.

2. Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues.

3. Behaving in a manner that is welcoming to and of the individual, is non- judgmental and respects their circumstances, feelings priorities and rights.

Personal/professional development:

The post-holder will participate in any training programme implemented by the practice as part of this employment, such training to include:

1. Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development.

2. Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work.

Quality:

The post-holder will strive to maintain quality within the practice, and will:

1. Alert other team members to issues of quality and risk

2. Assess own performance and take accountability for own actions, either directly or under supervision

3. Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the teams performance

4. Work effectively with individuals in other agencies to meet patients needs

5. Effectively manage own time, workload and resources

Communication:

The post-holder should recognise the importance of effective communication within the team and will strive to:

Communicate effectively with other team members

Communicate effectively with patients and carers

Recognise peoples needs for alternative methods of communication and respond accordingly

Person Specification

Experience

Essential

Demonstrates an understanding of the role of the Receptionist / Care Coordinator Use of Microsoft Office Word & Outlook Emails. Reception & customer service experience.

Desirable

Previous experience of working in the NHS. Use of SystmOne patient records Experience of Care Navigation.

Qualifications

Essential

General education (eg Maths & English GCSEs) to grade C or above.

Desirable

Training/experience in receptionist / clerical duties / customer care skills at
NVQ level or similar.

Practical and intellectual skills

Essential

Good level of written and verbal communication. Customer care skills. High levels of accuracy & attention to detail with all work tasks. Good keyboard and computer skills. Ability to plan and work to deadlines and to prioritise.

Disposition/Personal

Essential

Able to handle confidential & sensitive information discreetly. Demonstrates motivation, reliability and commitment to team working and the development of others. Flexibility, commitment and adaptability. Demonstrates an ability to value the opinions of others.

Desirable

Car owner/driver

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.

Please note only applicants successful for interview will be contacted.

Employer details

Employer name

Wilsden Medical Practice

Address

Wilsden Medical Practice

Lingbob Court

Wilsden

Bradford

West Yorkshire

BD15 0NJ

Employer's website

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

Job Type: Part-time

Pay: 12.21 per hour

Expected hours: 20 - 25 per week

Benefits:

Company pension Free parking
Work Location: In person