Practice Care Coordinator

Job description

Job responsibilities

The duties and responsibilities listed below are representative of the Patient Care Coordinator role and its purpose within the network.

They are not exhaustive and the post holder may be required to undertake additional or alternative administrative duties and responsibilities commensurate with the level of the post, to support the smooth running of the service.

Be responsible for the scheduling of appropriate clinical consultations and patient pathway appointments according to clinical urgency and healthcare need with the most appropriate member of the practice or network ARRS team.

Develop and maintain a clear and up to date knowledge of the local services, patient pathways and availability to ensure effective and efficient utilisation of appropriate service provision by directing patients to these services as appropriate.

Ensure that Practice standards are met for patients receiving notification or acknowledgement of their appointments and referrals.

Ensure urgent referrals, telephone calls, e-mail or written queries are answered within the agreed time and in line with the Practice policy.

Ensure that each patient is treated as an individual and their individual needs are met (ie: appropriate support is in place for their appointment, such as interpreting support).

Ensure that patients are well informed and that messages are communicated promptly.

Respond to enquiries in a courteous and efficient manner both face to face and over the telephone.

Responsible for the accurate input and maintenance of patient records and confidential data onto relevant Practice IT systems, making amendments as necessary.

Ensure that Practice and Network policies are adhered to at all times.

Work with multi-disciplinary teams to develop services

Participate in Network development as appropriate and participate in Network meetings.

Collate data for the Enhanced Services and assist the Practice Manager in assessing performance against Enhanced Service and other performance standards

Undertake any other duties commensurate to the grade, required to ensure the smooth and efficient running of the Practice.

Undertake any training as required to complete the tasks associated with the job role.

Escalate any issues where appropriate to the Practice Manager.

Attend a formal appraisal with their manager at least every 12 months. Once a performance/training objective has been set, progress will be reviewed on a regular basis so that new objectives can be agree

Maintain a clean, tidy, effective working area at all times.

Wider Responsibilities

In addition to the primary responsibilities, the PCC may be requested to:

Support the delivery of QOF, incentive schemes, QIPP and other quality or cost effectiveness initiatives

Undertake any tasks consistent with the level of the post and the scope of the role, ensuring that work is delivered in a timely and effective manner.

Duties may vary from time to time without changing the general character of the post or the level of responsibility

Person Specification

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/wider responsibilities

Essential

• Flexibility to work outside of core office hours
• Disclosure Barring Service (DBS) check
• Access to own transport and ability to travel across the locality on a regular basis, including to visit people in their own home

Qualifications

Essential

• Good general education with English and Maths to GCSE standard or equivalent
• Relevant NVQ 3 or equivalent qualification or experience

Desirable

• IT package qualification / training such as the European Computer Driving Licence (ECDL)
• Customer service qualification / training

Experience

Essential

• Proven experience of working in an administrative role demonstrating evidence of:
• 1. competent data collection and data quality
• 2. working with confidential documents and information
• Experience of working both autonomously and in a team
• Experience of working in a customer focused environment

Desirable

• Experience of working in a primary care setting
• Experience of an administrative role within the NHS

Knowledge & Skills

Essential

• Excellent communication skills (written and oral)
• Good IT skills
• Clear, polite telephone manner
• Effective time management (planning and organising)
• Ability to listen, empathise with people and provide person
• centred support in a non-judgemental way
• Courteous, respectful and helpful at all times
• Able to get along with people from all backgrounds and communities, respecting lifestyles and diversity
• Commitment to reducing health inequalities and proactively working to reach people from all communities
• Able to support people in a way that inspires trust and confidence, motivating others to reach their potential
• Ability to use own initiative, discretion and sensitivity
• Ability to work as a team member and autonomously
• Good interpersonal skills
• Problem solving and analytical skills
• Ability to follow policy and procedure

Desirable

• Clinical system IT user skills (SystmOne)
• Knowledge of medical terminology
• Understanding of QOF & GMS contact

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

Staithes Surgery

Address

Seaton Crescent

Staithes

Saltburn-by-the-sea

Cleveland

TS13 5AY

Employer's website

https://staithessurgery.nhs.uk/ (Opens in a new tab)