Patient Experience & Care Coordinator

Ramsey Health Centre is looking to recruit a Patient Services Care Coordinator to complement our busy Patient Services team. Full time hours preferred as follows: Mon/Tue/Wed/Fri 08:00 - 18:15 with a 1 hour unpaid lunch break. Part-time hours may be considered. The successful candidate will have good levels of literacy, IT skills and interpersonal skills with a commitment to the responsibilities of the role. Some medical admin/reception experience, especially in SystmOne, would be an advantage, however training and guidance will be given. This is a fast-paced and diverse role, offering a wide range of responsibilities day to day.

Main duties of the job

• This is a multi-skilled role for the successful candidate, who will undertake a range of duties including dealing face-to-face with patients and visitors queries at reception, processing repeat medication requests, and dealing with medication queries.
• Assisting with day-to-day routine GP admin work, answering and making telephone calls and supporting the Practice Team.

Job responsibilities

PATIENT SERVICES CARE COORDINATOR

• To provide an efficient and professional point of contact for patients and visitors.
• To act as focal point of communication between patients, clinicians, practice and community staff.
• This post has no supervisory, managerial or budgetary responsibility.

Specific Responsibilities

• To receive patients in a friendly, polite and courteous manner and provide relevant information.
• Utilise SystmOne either face-to-face or by telephone contact to ensure the efficiency of the appointment system and to monitor the flow of patients into the consulting and treatment rooms.
• To explain practice arrangements and formal requirements to all new patients and those seeking temporary cover, ensuring that the correct procedures are adhered to.
• Respond promptly to all queries and requests for assistance from patients and other visitors.
• To book all temporary visitors into and out of the Health Centre by way of the Visitors Book.
• To act as Personal Assistant for a named Doctor and liaise between the Doctor and patient as required.
• To scan all patient documentation onto the patients clinical records, ensuring that great care is taken in doing so and loading any results as necessary.
• To run all patient summaries off SystmOne for patient visits or as directed by the Doctor.
• To ensure that all complaints about services provided are directed to your Supervisor or the Practice Manager.
• Tidy the waiting room at lunchtime and at the end of the day.
• Perform beginning and end-of-day open/closure duties when assigned.
• Notify the Patient Services Supervisor of any inaccuracies, changes or items that need to be incorporated into the procedures to ensure the safe, efficient and smooth running of the Practice.
• Participate in all staff training and practice meetings when required.
• To invite patients on recall registers as instructed.
• To take payments/deposits for private work and BP loans recording them appropriately in accordance with the Health Centre Policy.
• To make referrals to the District Nurse Team and pharmacy as appropriate.
• To assist patients with prescription requests and queries.

Personal Assistant

• Act as Personal Assistant to a named GP, as the interface between the patient and Doctor/Nurse.

Personal Development

• To take responsibility for own developmental learning and performance.
• To participate in the practice appraisal scheme.
• To actively participate in ongoing meetings with the Patient Services Supervisor to review development and performance.
• To attend educational and other meetings as required.
• To undertake training as required including mandatory training and statutory training, core skills training and ongoing developmental training.
• Assess own learning needs and undertake learning as required.
• To take responsibility for maintaining a record of own personal development.
• To effectively manage own time, workload and resources.

Transport

• To organise urgent ambulances and 4+ hour ambulances in accordance with protocols.

Prescriptions

• To action all non-dispensing prescriptions requests in accordance with current protocols, and deal with patient requests regarding.
• Action SystmOnline medication requests in accordance with current protocols.
• Action Prescription Clerk tasks daily, in accordance with current protocols.
• Action Dispensary scripts in accordance with dispensary protocols.

Personal Qualities

The post holder will have regular contact with the public and will enjoy helping people of all ages and backgrounds. An outgoing personality, patience, tact, stamina and good communication skills as well as a high commitment to team work and a flexible approach to work is essential.

Confidentiality

The post holder must maintain the confidentiality of information about patients, staff and other health service providers at all times. The work is of a confidential nature and information gained must not be communicated to other persons except in the recognised course of duty.

Flexibility

This job description is intended to provide a broad outline of the main responsibilities only, the post holder will need to be flexible in developing the role and work closely with the Practice Manager.

The practice is committed to Equal Opportunities in employment and seeks to eliminate unlawful racial, sexual or disability discrimination, to promote equality of opportunity and promote good relations between staff.

Health and Safety

The post holder must be aware of the responsibilities placed on them under the Health and Safety at Work Act (1974) to ensure that the agreed procedures are carried out to maintain a safe environment for patients, visitors and staff.

Codes of Conduct

The practice requires the highest standards of personal and professional conduct.

Other Information

The post holder will work at Ramsey Health Centre. The job description may change by mutual agreement, in such instances the post holder will be issued with an amendment or given a new job description. There is a requirement for the post holders to cover annual leave and sickness.

Person Specification

Qualifications

• GCSE grade A to C in English and Maths
• Basic IT/computer skills, especially:
• Microsoft Word
• Microsoft Outlook
• Microsoft Excel

Experience

• Excellent communication and interpersonal skills.
• Knowledge of confidentiality and data protection.
• Experience of working in a GP surgery.
• Knowledge of NHS protocols.

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.