Patient Services Coordinator

Job description

Job responsibilities

KINSON ROAD MEDICAL CENTRE

JOB DESCRIPTION

PATIENT SERVICES COORDINATOR

RESPONSIBLE TO: PATIENT SERVICES LEAD

SPECIAL REQUIREMENTS OF THE POST

To contribute to the provision of a high level of patient care and service and the smooth running of the surgery and the practice as a whole.

To ensure that total confidentiality is maintained in that no information about patients, the practice or staff, either medical or personal, is disclosed to persons other than those employed by, or attached to the practice for whom such information is relevant.

To present a calm and friendly image to patients. To keep medical records in good order, filing up to date, record messages accurately and efficiently and assist other members of staff.

To be reliable and flexible.

To be able to use own judgement, resourcefulness and be able to work under pressure without direct supervision.

To have a thorough knowledge of all perception procedures.

MAIN DUTIES AND RESPONSIBILITIES

1. Ensure an effective and efficient Patient Services are provided to patients and any other visitors to the practice

2. Deal with all general enquiries from patients, doctors, staff and other agencies, explain procedures and make new and follow-up appointments, including appointments for medicals.

3. Using your own judgment and communication skills ensure that patients with no prior appointment but who need urgent consultation are seen in a logical and non-disruptive manner.

4. Explain practice arrangements and formal requirements to new patients and those seeking temporary cover and ensure procedures are completed.

5. Receive and make telephone calls as required. Divert calls and take messages, ensuring accuracy of detail and prompt appropriate delivery.

6. Enter requests for home visits into the visit book, ensuring careful recording of all relevant details, including the time of the visit request, and where necessary refer to Duty Doctor.

7. Action repeat prescription requests and ensure that they are ready for collection by the patient within 48 hours.

8. Assist in scanning all patient correspondence into the patients computerised medical record.

• Process various patient forms, e.g. self-certification forms, hospital pre-admission drug check lists, etc. and ensure patient is advised if a fee is payable. Accept payment and issue a receipt.
• Refer complaints that cannot be resolved swiftly to the Team Leader.
• Telephone hospital for test results
• Order ambulances, both routine and emergency
• Set up out-of-hours answerphone
• Enter and retrieve patient information on the computer as required.
• File medical records, letters and test results as required, ensuring strict alphabetical order is adhered to.
• Ensure records are kept in good repair with all necessary information on the outside cover clearly visible and renew envelopes where necessary.
• Premises

Open up the premises at the start of the day, when first to arrive, de-activate the alarm and make all necessary preparations to receive patients.

When the last to leave at the end of the day, ensure that the building is totally secured, all windows are shut, the internal lights are off and the alarm activated.

• Wash up, and ensure the kitchen, waiting room and the reception area is kept tidy.
• Restock Hub and clinical rooms.
• Organise the posting of letters.
• Perform any other duties as requested by the Partners or the Practice Manager.
• Observe all health and safety requirements and report any breaches of health and safety to a Partner or the Practice Manager.

This list is an indication of reception duties but is not exhaustive.

Person Specification

Qualifications

Essential

• GCSE grade A to C in English and Maths

Experience

Essential

• Experience of working effectively within a team environment
• Customer Service experience in a healthcare setting

Desirable

• Experience of working in primary care
• Experience of working in a GP practice

Skills and Knowledge

Essential

• To establish and maintain good working relationships with staff at all levels
• Ability to work under pressure within a multi-disciplinary team-based working environment
• Can do/ positive attitude
• Ability to concentrate even with frequent interruptions and unpredictable working pattern
• Ability to develop and communicate good working relations with colleagues at all levels across a range of professional groups
• Has good levels of problem solving ability
• Able to signpost patients to correct services or deal with queries effectively.
• Has good sound IT skill and experience

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

Kinson Road Medical Centre

Address

440 Kinson Road

Bournemouth

BH10 5EY

Employer's website

http://www.kinsonroadmedicalcentre.co.uk/ (Opens in a new tab)