Job summary
Are you welcoming, professional, and confident communicating with people from all backgrounds and across different services?

Do you take pride in helping people find solutions and ensuring they receive the support they need?

Are you empathetic, calm under pressure, hardworking, and passionate about delivering excellent patient care?

If so, we would love to hear from you.

We have an exciting opportunity for a motivated individual to join our fantastic Patient Care Team. As a key member of the practice, you will play an important role in supporting patients and ensuring they receive a high standard of service.

This position is for 37.5 hours per week, worked between 8am and 6.30pm, Monday to Friday and between 8am and 8pm on a Wednesday. Flexibility may be required to support the operational needs of the practice.

Main duties of the job
As a Patient Care Co-ordinator, you will be responsible for delivering a professional, efficient, and patient-focused service. Key responsibilities include:

• Acting as a first point of contact for patients, responding to enquiries in person, by telephone, email, and online requests.
• Managing appointment bookings and supporting the maintenance of the practice appointment system.
• Processing prescription requests, referrals, and follow-up actions in a timely manner.
• Answering incoming telephone calls and directing enquiries to the appropriate person or service.
• Signposting patients to the most appropriate healthcare service or support available.
• Liaising with patients, colleagues, and external organisations to ensure effective communication and continuity of care.
• Maintaining accurate patient records, including data entry and clinical coding using SystmOne.
• Handling incoming correspondence, emails, and administrative requests efficiently.
• Processing and directing requests for information, including Subject Access Requests (SARs), insurance reports, solicitor letters, and DVLA forms.
• Undertaking system searches and producing information as requested.
• Providing administrative support to clinicians and the wider practice team.
• Photocopying, scanning, filing, and completing general office administration tasks.
• Maintaining a clean, organised, and professional working environment.
• Ensuring patient confidentiality is maintained at all times and complying with practice policies and procedures.

About us
Albany Surgery is located in the heart of Newton Abbot and operates from modern, purpose-built premises. We currently care for a growing patient population of approximately 10,000 patients and are proud members of the Newton West Primary Care Network (PCN), working collaboratively with neighbouring practices to deliver high-quality healthcare services.

We are a skilled and diverse multidisciplinary team comprising:

• 4 GP Partners
• 7 Salaried GPs
• 1 Advanced Nurse Practitioner
• 2 Lead Nurses
• 1 Practice Nurse
• 3 Healthcare Assistants
• 1 Pharmacist
• 1 Pharmacy Technician
• Management and Patient Care Teams

At Albany Surgery, education and professional development are central to our ethos. We are actively involved in training the next generation of healthcare professionals, including GP Registrars and Medical Students, and provide ongoing learning and development opportunities for all members of our team.

We recognise the challenges currently facing primary care and remain committed to our belief that people are our greatest asset. We strive to create a supportive, inclusive, and rewarding working environment where staff are empowered to develop their skills, achieve their potential, and deliver outstanding patient care.

We are proud to be a dynamic, family-orientated practice with a strong team culture that values collaboration, respect, and continuous improvement.

Job responsibilities
The full role and responsibilities are outlined in the attached job description. The job description is subject to ongoing review in partnership with the post holder.

Person Specification
Knowledge and Skills
Essential

• Excellent communication skills (written and oral)
• Strong IT skills
• Clear, polite telephone manner
• Competent in the use of Office and Outlook
• Effective time management (planning and organising)
• Ability to work as a team member and autonomously
• Good interpersonal skills
• Problem solving and analytical skills
• Ability to follow policy and procedure

Desirable

• SystmOne user or experience in using an alternative clinical system

Qualifications
Essential

• Educated to GCSE level or equivalent
• GCSE Mathematics and English (C or above)

Desirable

• AMSPAR Receptionist Qualification
• NVQ Level 2 in Health and Social Care

Experience
Essential

• Experience of working with the general public
• Experience of working with vulnerable people

Desirable

• Experience of working in a GP practice / Primary Care
• Experience of administrative duties

Personal Qualities
Essential

• Polite and confident
• Flexible and cooperative
• Motivated
• Forward thinker
• High levels of integrity and loyalty
• Sensitive and empathetic in distressing situations
• Ability to work under pressure

Other requirements
Essential

• Flexibility to work outside of core office hours

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.