Martlesham Heath Surgery

Care Coordinator
The closing date is 28 February 2027

Job summary
Are you organised, approachable and passionate about making a difference to patients' experiences of healthcare?

Martlesham Heath Surgery is looking for a motivated and enthusiastic Care Coordinator to join our team. This is a varied and rewarding role where no two days are quite the same. You will play an important part in helping patients access the right care, supporting clinical teams and ensuring the smooth coordination of services across the practice.

Working alongside our GPs, nurses, care coordination team and wider practice colleagues, you will help connect patients with the support they need, coordinate appointments and follow-up care, and contribute to the day-to-day running of a busy primary care environment.

We are looking for someone with excellent communication and organisational skills, a compassionate and patient-focused approach, and the ability to work confidently as part of a team. Previous experience in general practice or healthcare would be helpful, but the right attitude, willingness to learn and commitment to providing excellent service are just as important.

Join a friendly, forward-thinking practice where your contribution genuinely matters and where you can develop your skills while helping us deliver great care to our community.

Main duties of the job
You will play an important role in helping patients access the care and support they need, while supporting the clinical and administrative teams to deliver an efficient and responsive service.

The role will involve coordinating patient appointments and follow-up arrangements, responding to patient enquiries, supporting clinical administration and communicating with healthcare professionals and external services.

You will work across different areas of the practice, helping to manage patient information, process correspondence and referrals, and ensure that important tasks are followed through. You will also help identify and resolve day-to-day issues, escalating concerns where appropriate.

This is a varied, people-focused position where priorities can change throughout the day. You will need to be comfortable balancing patient contact with administrative responsibilities, working collaboratively with colleagues and using your initiative to keep things moving.

Full training and support will be provided to help you develop within the role. We are looking for someone who is adaptable, organised and genuinely enjoys helping people.

About us
Martlesham Heath Surgery is a friendly, forward-thinking GP practice serving a local community of approximately 6,000 patients. We are part of a wider partnership with Embrace Medical Centre, working together to provide accessible, high-quality and patient-centred primary care.

Our team brings together GPs, nurses, healthcare professionals, care coordinators and administrative colleagues, all working collaboratively to support our patients. We value a positive working environment where people are approachable, supportive and willing to share knowledge and experience.

We are continually looking at how we can improve the way we work, embrace new approaches and make the best use of technology to enhance patient access and experience. As a training practice, learning, development and supporting people to build their skills are important parts of our culture.

Joining Martlesham means becoming part of a team where your contribution is valued. You will have the opportunity to learn, develop and take on new responsibilities, while working alongside colleagues who understand the importance of delivering a reliable, compassionate service to our community.

We believe that great patient care starts with a great team, and every role plays an important part in making that happen.

Details
Date posted: 13 November 2026
Pay scheme: Other
Salary: Depending on experience
Contract: Permanent
Working pattern: Full-time, Part-time, Flexible working
Reference number: A5635-26-0009

Job locations
Martlesham Heath Surgery, 23 The Square, Martlesham Heath, Ipswich, IP5 3SL, United Kingdom

Job description
Job responsibilities
The Care Coordinator plays an important role in supporting the delivery of safe, effective and patient-centred care at Martlesham Heath Surgery.

Working as part of the wider practice team, the postholder will help coordinate patient care, support access to services and provide administrative support to clinicians and colleagues.

This is a varied role involving communication with patients, healthcare professionals and external organisations. The postholder will work flexibly across different areas of the practice, helping ensure that patient enquiries, appointments, correspondence and administrative tasks are managed efficiently.

The successful candidate will be organised, approachable and adaptable, with a genuine interest in helping people. Previous experience in general practice or healthcare is beneficial but not essential, as training and support will be provided.

Patient Care Coordination

• Support the coordination of patient appointments, follow-ups and care arrangements.
• Help patients access the appropriate practice services and direct enquiries to the relevant team members.
• Liaise with clinicians, community services, hospitals and other healthcare providers to support continuity of care.
• Monitor outstanding patient-related tasks and assist with ensuring these are followed through.
• Recognise when a patient may require additional support and escalate concerns to an appropriate clinical or management colleague.

Patient Communication and Reception Support

• Provide a welcoming, professional and helpful point of contact for patients and visitors.
• Respond to telephone, face-to-face and digital enquiries in a compassionate and timely manner.
• Assist patients with appointment enquiries and navigating practice services.
• Support reception colleagues during busy periods and contribute to the smooth running of front-of-house services.
• Handle sensitive or challenging enquiries appropriately, recognising when additional support is required.

Clinical and Medical Administration

• Provide administrative support to GPs, nurses and the wider clinical team.
• Assist with processing clinical correspondence, referrals, investigation-related documentation and other patient information.
• Maintain accurate and up-to-date patient records using the practice clinical system.
• Support the management of incoming and outgoing correspondence, scanning, filing and document processing.
• Ensure administrative tasks are directed to the appropriate colleagues and completed within expected timescales.
• Identify outstanding work, discrepancies or delays and raise these with the relevant team member.

Teamwork and Service Delivery

• Work flexibly across different areas of the practice according to service requirements and training.
• Build positive working relationships with clinical, care coordination, reception and administrative colleagues.
• Share relevant information appropriately to support effective communication and continuity of care.
• Participate in team meetings, training and discussions relevant to the role.
• Contribute ideas and suggestions to improve administrative processes, patient access and the overall patient experience.
• Adapt positively to changes in practice systems, services and ways of working.

Confidentiality and Professional Responsibilities

• Maintain patient and staff confidentiality at all times.
• Handle personal and sensitive information in accordance with UK GDPR, the Data Protection Act 2018 and practice information governance policies.
• Access patient records only where there is a legitimate work-related reason.
• Follow practice policies and procedures relating to health and safety, infection prevention and control.
• Report incidents, hazards or concerns through the appropriate practice procedures.
• Maintain professional standards and treat patients, colleagues and visitors with dignity and respect.

Training and Development

• Complete mandatory and role-specific training within required timescales.
• Participate in induction, supervision, appraisal and ongoing development.
• Develop knowledge and confidence across the different areas of the Care Coordinator role.
• Keep up to date with relevant practice procedures, systems and service developments.
• Take responsibility for identifying learning needs and seeking guidance where appropriate.

General Responsibilities

• Work within the policies, procedures and standards of Martlesham Heath Surgery.
• Demonstrate professionalism, compassion, reliability and a commitment to teamwork.
• Maintain a flexible and positive approach to changing service requirements.
• Undertake other reasonable duties appropriate to the role and level of responsibility, as requested by the Practice Management Team.
• Contribute to a culture of continuous improvement and recognise the importance of every role in delivering a positive patient experience.

Scope of the Role: This job description provides an overview of the main responsibilities of the Care Coordinator position and is not intended to be exhaustive. Responsibilities may be reviewed as practice services, systems and operational requirements develop.
The postholder will receive appropriate training and support and will be expected to work within their level of knowledge, competence and delegated responsibility.

Person Specification
Qualifications
Essential

• GCSE English and Mathematics (or equivalent).
• Evidence of willingness to undertake relevant training and continued professional development.

Desirable

• Business Administration, Customer Service or equivalent qualification.
• Administration, secretarial or IT-related qualification.
• Relevant healthcare or care-related qualification.

Experience
Essential

• Experience working in an administrative, customer service, reception or other public-facing role.
• Experience communicating with a range of people, both verbally and in writing.
• Experience using computer systems and handling information accurately.
• Experience organising tasks, managing competing priorities and working to deadlines.
• Experience working independently and as part of a team.

Desirable

• Previous experience working within general practice, the NHS or another healthcare environment.
• Experience coordinating appointments, referrals, care arrangements or other service-related activities.
• Experience handling confidential or sensitive information.
• Experience using clinical or patient administration systems, particularly SystmOne.
• Experience supporting clinicians or other professionals in an administrative capacity.

Skills, Knowledge and Personal Attributes
Essential

• Excellent written and verbal communication skills.
• Strong organisational skills, attention to detail and ability to manage competing priorities.
• Confident using IT systems, email and Microsoft Office applications.
• Ability to handle confidential and sensitive information appropriately.
• Understanding of the importance of patient care, customer service and maintaining professional standards.
• Ability to recognise when an enquiry, concern or situation needs to be escalated.
• Friendly, approachable, compassionate and professional manner.
• Flexible and adaptable approach to changing priorities and service requirements.
• Ability to work independently, use initiative and contribute positively as part of a team.
• Reliable, motivated and willing to learn and develop new skills.
• Ability to build positive working relationships with patients, colleagues and external organisations.
• Willingness to work across different areas of the practice following appropriate training.
• Commitment to teamwork, continuous improvement and delivering a positive patient experience.

Desirable

• Knowledge of NHS services and primary care.
• Understanding of information governance, confidentiality and data protection requirements.
• Familiarity with medical terminology and healthcare administration.
• Experience using clinical systems, particularly SystmOne.
• Experience supporting service improvements or developing administrative processes.

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.

Employer details
Employer name: Martlesham Heath Surgery
Address: Martlesham Heath Surgery, 23 The Square, Martlesham Heath, Ipswich, IP5 3SL, United Kingdom
Employer's website: https://www.mhdoctors.co.uk/

Employer contact details
For questions about the job, contact: GP Partner, Dr Foyzur Miah, foyzur.miah@nhs.net, 01473610028

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