Job responsibilities
Job Title
Patient Services Team
Care Coordinator
Reports to
PST Team Leaders
Location:
Shaftesbury, Sturminster Newton and Marnhull
Contract Type
Permanent
Hours per week
Part Time 25hours per week
Monday 07:45-17:00 Tuesday 10:00-18:30
Friday 07:45-16:30
Pay Scale
£24,207.39 to £25,341.50
pro rata
Job Summary
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.
Working as part of the Patient Services Team in a range of duties
including answering the telephone, supporting the clinical team when
triaging, responding to patient queries, providing face to face support for
patients attending the Practices.
Receive, assist, and direct patients in accessing the appropriate
service or healthcare professional in a courteous, efficient, and effective
way.
Register new patients and temporary patients, making sure all the
relevant paperwork is completed, and new patient appointments are made.
The provision of clerical support to clinical staff and other members
of the practice team.
Facilitate effective communication between patients, members of the
primary health care team, secondary care, and other associated Healthcare
agencies.
A developmental role in nature and will evolve so the post holders will
need to demonstrate flexibility and adaptability to working in a dynamic
environment.
Job
Duties & Responsibilities
The duties and responsibilities to
be undertaken by members of the practice reception and administration team
may include any or all the items in the following list. Duties may be varied
from time to time under the direction of the PST manager dependent on current
and evolving practice workload and staffing levels.
Provide excellent customer care,
demonstrating empathy; patience and a holistic approach to client/patient
care, with commitment to follow-through of care plans and building effective
working relationships.
Maintain and monitor the practice
appointments system.
Process personal and telephone requests for appointments, visits and
telephone consultations and ensure callers are directed to the appropriate
healthcare professional.
Direct visitors
to the correct place, ensuring they sign the visitors book on arrival and
departure.
Process repeat and acute prescription requests from patients,
Pharmacies and online in accordance with practice guidelines.
Take details of home visits, record, action and pass on to the
appropriate member of staff as per the Practice guidelines.
Deal with urgent phone calls as per Practice guidelines.
Register patients for on-line services.
Computer data entry/data allocation and collation, plus processing and
recording of information in accordance with Practice procedures.
Update patients personal details.
Initiate contact with and respond to requests from patients, other team
members and associated healthcare agencies and providers.
Take in urine and other samples and deliver to the appropriate place.
Provide clerical assistance to Practice staff, including photocopying
and scanning.
Deal appropriately with any forms handed in by patients.
Keep the reception and administration area tidy and free from
obstructions and clutter.
Record blood pressure readings on the patients notes, dealing with any
high readings as per Practice protocol.
Hand out any correspondence to the patients. Collect any money (cheque or cash) from
patients for services provided, issuing receipts, and recording on the
computer.
Provide an efficient scanning service.
Support the development of an
effective patient navigation across the partnership
Triage calls, directing and
signposting clients/ patients appropriately to relevant personnel/ services
Provide communication skills, with
the ability to communicate in writing (letters and electronically) and
verbally with a wide range of providers and users of services, including
patients; carers; voluntary; social; primary and secondary care providers
Working with
social prescribing have access to a directory of information about services
to point and signpost patients to the most appropriate source of help,
advice, and support.
Understand,
and share health promotion information whilst using this information to
support patients who might benefit from these services and to signpost
accordingly.
Keep accurate records of all client/patient contacts, using the
organisation databases and templates as directed, updating as necessary
Understand the common needs and safeguarding issues of
vulnerable patient groups, including the elderly; housebound and those with
long-term conditions, including physical and mental disabilities.
Supporting further development of care navigation across the
partnership
Assist in the training of other colleagues where appropriate
To
be noted
This
is not an exhaustive list of duties and responsibilities, and the post holder
may be required to undertake other duties, which fall within the grade of the
job, in discussion with the manager.
Confidentiality
While seeking treatment, patients entrust us
with, or allow us to gather, sensitive information in relation to their
health and other matters. They do so
in confidence and have the right to expect that staff will respect their
privacy and act appropriately.
In the performance of the duties outlined in
this job description, the post-holder may have access to confidential
information relating to patients and their carers, practice staff and other
healthcare workers.
They may also have access to information
relating to the practice as a business organisation. All such
information from any source is to be regarded as strictly confidential.
Information relating to patients, carers,
colleagues, other healthcare workers or the business of the practice may only
be divulged to authorised persons in accordance with the practice policies
and procedures relating to confidentiality and the protection of personal and
sensitive data.
Health & Safety
The post-holder will assist in promoting
and maintaining their own and others health, safety and security as defined
in the practice health & safety policy to include:
Using personal security systems within the workplace according to
practice guidelines.
Identifying the risks involved in work activities and undertaking
such activities in a way that manages those risks.
Making effective use of training to update knowledge and skills.
Using appropriate infection control procedures, maintaining work
areas in a tidy and safe way and free from hazards.
Actively reporting health and safety hazards and infection hazards
immediately when recognised.
Undertaking periodic infection control training (minimum annually)
Reporting potential risks
identified.
Equality & Diversity
The
post-holder will support the equality, diversity and rights of patients, carers,
and colleagues, to include:
Acting in a way that recognizes the
importance of peoples rights, interpreting them in a way that is consistent
with practice procedures and policies, and current legislation.
Respecting the privacy, dignity, needs and
beliefs of patients, carers, and colleagues.
Behaving in a manner which is welcoming to
and of the individual, is non-judgmental and respects their circumstances,
feelings priorities and rights.
Communication
The post-holder should recognize the importance of effective
communication within the team and will strive to:
Communicate effectively with other team
members.
Communicate effectively with patients and
carers.
Recognize peoples needs for alternative
methods of communication and respond accordingly.
Personal/professional
development
The post-holder will
participate in any training programme implemented by the practice as part of
this employment, such training to include:
Participation in an annual individual
performance review, including taking responsibility for maintaining a record
of own personal and/or professional development.
Taking responsibility for own development,
learning and performance and demonstrating skills and activities to others
who are undertaking similar work.
Quality
The post-holder will
strive to maintain quality within the practice, and will:
Alert other team members to issues of
quality and risk.
Assess own performance and take accountability
for own actions, either directly or under supervision.
Contribute to the effectiveness of the team
by reflecting on own and team activities and making suggestions on ways to
improve and enhance the teams performance.
Work effectively with individuals in other
agencies to meet patients needs
Effectively manage own time, workload, and
resources.
Contribution to the
implementation of services
The post-holder will:
Apply practice policies, standards, and
guidance
Discuss with other members of the team how
the policies, standards and guidelines will affect own work.
Participate in audit where appropriate
This document may be amended following
consultation with the post holder, to facilitate the development of the role,
the practice, and the individual. All personnel should be prepared to accept
additional, or surrender existing duties, to enable the efficient running of
the practice.
