Patient Care Coordinator in Norwich

The purpose of the role is to: Offer general assistance to the Practice team and project a positive and friendly image to patients and other visitors, either in person or via the telephone You will be part of the front door for patients and will support access to services and continuity of care by helping patients interact and engage with the right support at the right time and from the right health care professional. You will manage and respond to patient and Practice initiated contact, including incoming and outgoing phone calls with patients, reviewing and responding to e-Consults, providing reception capacity and associated administration. You will use triage and signposting skills to direct patients to the right support or appointment type to best meet their needs. Undertake a variety of administrative duties to assist in the smooth running of the Practice including the provision of secretarial and clerical support to clinical staff and other members of the Practice team Facilitate effective communication between patients, members the primary health care team, secondary care and other associated healthcare agencies.

Main duties and responsibilities

The duties and responsibilities to be undertaken by members of the Practice administration team may include any or all of the items in the following list. Duties may be varied from time to time under the direction of the Office Manager/Operations Manager, dependent on current and evolving Practice workload and staffing levels:

• Reception Duties
  • Maintaining and monitoring the Practice appointments system
  • Acting on electronic tasks to book appointments, deliver messages to patients, process electronic referrals etc
  • Processing personal and telephone requests for appointments, visits and telephone consultations and ensuring callers are directed to the appropriate healthcare professional
  • Processing electronic requests, whether received via Footfall (Practice Website) or email, or by other means
  • Processing incoming requests for medical reports, prescriptions or other enquiries and ensuring they are forwarded to the correct staff members for completion
  • Taking and recording requests for home visits ensuring full details of need are recorded and checking that the address and telephone number is correct.
  • Dealing with requests for emergency treatment, either in the surgery or in the patients home and passing on promptly to the duty doctor.
  • Receiving patients consulting with members of practice team
  • Initiating contact with and responding to requests from patients, other team members and associated healthcare agencies and providers
  • Handing completed repeat prescriptions to patient and checking names and address.
  • Be able to cover all reception positions as necessary
  • Answering the telephone and conveying messages
  • Accepting requests for repeat prescriptions, checking regularly both the electronic and paper routes for repeat prescription requests
  • Sorting the mail and completing
  • Scanning processes
  • Maintaining electronic log of telephone messages
  • Filing results and any other relevant documents in patients' notes
  • Maintenance of patients' notes including starting a new wallet when required and dividing the contents in a logical manner
  • Charging the appropriate amount for private work.
  • Helping with the sorting of filing in new medical records in order that they are in the form used in the Surgery
  • Dealing with requests for test results.
  • Ensuring that all other requests for information or queries and entries on the computer and if not completed at the end of your shift, are handed over to an incoming member of staff for completion and vice versa.
  • Taking details of requests for medical certificates of any kind, insurance forms and any others requested and dealing with them efficiently and promptly.
  • Referring patient suggestions/complaints/comments directly to the Practice Manager for further discussion.
• Administration
  • Any other administration duties required in the course of your work.
  • To have a thorough knowledge of all Practice procedures.
  • To work in accordance with written protocols
  • Filing post in medical records
  • Photocopy as requested
  • Processing and distributing incoming (and outgoing) mail
  • Taking messages and passing on information
  • Filing and retrieving paperwork
  • Ordering, re-ordering and monitoring of stationery and other supplies
  • Generating template letters requesting patients attend for follow-up.
  • Arranging transport for patients where appropriate.
• Computer
  • Computer data entry/data allocation and collation; processing and recording information in accordance with Practice procedures
  • Registrations of new patients
  • Process patients change of address (have knowledge of practice area).
  • Scanning of mail onto computer system and completing workflow.
  • Processing daily Pathlinks appointments ensuring patients have appointments booked according to instructions given by GPs when results received.
  • Maintaining a basic knowledge of repeat prescriptions so that should it be necessary, you can issue from the computer record in line with Practice policy and protocol.
• Telephone
  • Have working knowledge of telephone/bleep system, during and after hours.
• Other Tasks
  • Ensure that the consulting rooms and waiting area are checked at the end of each consulting session and left clean, tidy and secure.
  • Ensure building security have thorough knowledge of doors/windows/alarm.
  • Provision of refreshments for staff and visitors as required; loading and emptying the dishwasher and keeping the kitchen area clean and tidy
  • Keeping the reception area, notice-boards and leaflet dispensers tidy and free from obstructions and clutter
  • Scanning of mail onto computer system and completing workflow.
  • Any other tasks allocated by Office Manager/Practice Manager.

Attending and participating in Clinical Governance and Staff Meetings.

Start and End of Day Procedures. Be able to open up premises at the start of the day, unset alarm and ensure that all equipment such as fax machines, computers, printers and photocopiers are ready and make all necessary preparation to receive patients. Be able to secure premises at end of day, checking all windows, doors are closed, toilets empty, internal lights off, fax is full of paper, all other equipment is off and alarm activated.

Norfolk Community Health and Care NHS Trust