Patient Coordinator

Job description

Job responsibilities

The Patient Co-ordinator is part of the non-clinical team team but must be capable and confident to act as the only administrative point of contact in the building at particular times.

The Patient Co-ordinator will:

Be the first point of contact for most patients with the practice and will project a positive and friendly image of Mayflower Medical Group to patients, visitors and stakeholders.

Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.

Facilitate effective communication between patients, members of the primary health care team, secondary care and other associated healthcare agencies.

The Patient Co-ordinator must:

Have a flexible approach to the working day band week in order to meet the needs of the service.

Have a thorough knowledge of all practice procedures and to work in accordance of written policies

Undertake a variety of administrative duties to assist in the smooth running of the practice including the provision of administrative support to clinical staff and other members of the practice team

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

Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way

Facilitate effective communication between patients, members the primary health care team, secondary care and other associated healthcare agencies

Preserve confidentiality and be aware of the Data Protection Act.

The post holder will be contributing towards a one team culture throughout the Organisation and promoting a patient centred ethos of Putting Patients First.

Key Responsibility Areas

Main Duties:

• Receive incoming phone calls and telephone requests for appointments, visits and telephone consultations, and ensuring callers are directed to the appropriate healthcare professional.
• Making outgoing phone calls to patients and services to arrange appointments for the benefit of the patient
• Signposting patients to the most suitable service either externally or internally to the practice
• Meeting and greeting of patients, consulting with members of the practice team

Ensure an effective and efficient and polite reception service is provided to patients and any other visitors to the practice

Deal with the patient query to avoid a further delay

Answer calls in a polite and professional manner and always listen and ensure you are clear with the patient on the next steps.

Deal with all general enquiries, explain procedures and make new and follow-up appointments as requested by the clinical team

Arranging transport for patients where there is a clinical need or request from the GP.

Be aware of what is going on in the patient waiting area and be alert to problems

Ensure that all visitors to the practice are signed in and out of the visitors book

Have working knowledge of telephone, during and after hours

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

Keeping the reception area, notice-boards and leaflet dispensers tidy and free from obstructions and clutter in line with the opening and closing down procedure.

Complete adhoc requests from clinicians as required

Complaint handling

Registrations and Deductions administration:

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

Registrations of new patients & births computer data entry and medical records and filing of notes

Process patients changes of address computer data and medical records (have knowledge of practice area)

Ensure any patients who are outside of the practice boundary are passed over to your site manager to action.

Day to Day Administration:

Processing and distributing incoming and outgoing post

Sort and date stamp all incoming patient-related mail

Follow the practice standard operating procedure for scanning at all times

Scan all internal paper documents on to the relevant patients record and then store the documents in line with surgery policy

Ensure incoming letters are scanned onto the patient record within a 48/72-hour time scale. Using the chosen digital software-workflow go. This platform is designed to support the communication of patient letters and rescue the volume of scanned documents being assigned to the nominated GP, the training will enable the staff member to confidently code the lower level highlights and forward on the higher level coding to the GP for a review and action.

Filing and retrieving paperwork

Computer data entry/data allocation and collation; processing and recording information in accordance with practice procedures

Providing clerical assistance to practice staff as required from time to time, including word/data processing, filing, and scanning

Manage practice email and dashboard site according to practice policy

Process information on new pregnancies according to practice policy

General Links Work Dashboard, registrations (New and Online), carers information, name and address information;

Registrations;

Deductions;

NHS 111s upload to clinical system and Out of Hours;

Manage Practice emails;

Complete Tasks for the sites and adhere to the policy around the accuracy of this.

Chaperoning

Scanning of paper prescriptions to the prescription team as per protocol

Responsibility to update noticeboards in alignment with Health Promotion campaign

Immunisations To book and record all child immunisations according to Practice Policy working

Other Tasks:

Work through and tick off all opening/closing instructions, using the checklist provided

Clear rooms after surgeries

Ensure the kitchen is kept clean and tidy and air and tidy the waiting room in turn with other staff and stationary and consumables order

Ensure building security have thorough knowledge of doors/windows/alarm

Any other tasks allocated by Site Manager, Operations Manager and Practice Manager.

Support and train new staff using the competency scales once fully competent and Supervisor approves trainer level achieved

Premises:

Open up premises at the start of the day when first to arrive, and make all necessary preparations to clinical rooms, ready to receive patients

Ensure closing down process is completed at the end of each day as per checklist

Keep the reception offices and patient reception area, notice boards and leaflet dispensers tidy and free from obstructions and clutter

Inform appropriate staff of any day to day problems, together with any possible solutions

Use internal and external email and the Internet to keep up to date and to send and receive messages

Any other delegated duties considered appropriate to the post

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

Organisational Responsibilities for the Post Holder:

Unless there is a locally agreed operational process, the post holder will be expected to adhere to all Mayflower Medical Group polices, procedures and guidelines which are on the Organisational intranet.

To report any incidences of safety breaches, including but not limited to accidents, complaints and defects in equipment.

Troubleshoot simple computer problems and initiate repair or recovery.

To ensure familiarisation with disaster recovery and emergency procedures

Complete all paperwork and maintain administrative systems appropriate to Company needs.

Record Keeping standards

Provide assistance to colleagues ensuring smooth operations and to provide effective responses to both individual and group needs.

The post holder must maintain a safe environment, taking care to avoid injuries and assist the company in meeting statutory requirements.

Undertake all mandatory training and other training as required by the Employing Organisation and / or Line Manager.

Attend Staff meetings, check e-mails regularly and read all communications from the organisation in order to keep up-to-date with operational practices.

The post-holder must be flexible to cover a range of shifts (AM and PM) across sites to meet operational need.

Wear Identification Badges when on duty / carrying out duties on behalf of the organisation.

Where supplied, wear the organisational uniform when undertaking duties on behalf of the organisation. Where uniform is not supplied, adhere to the organisational Dress Code.

Be conversant with local and organisational regulations and Health and Safety responsibilities.

To conform to and actively commit to and promote Mayflower Medical Group Customer Service Standards both with internal and external stakeholders.

Person Specification

Qualifications

Essential

• Good education with high level of numeracy and literacy skills
• Reception and Customer Care training
• Typing qualification or experience
• Basic Life Support Training
• Telephone technique training

Desirable

• Windows-based IT training, such as European Computer Driving License qualification or equivalent
• Telephone technique training
• NVQ in Customer Care or Business administration

Experience

Essential

• Knowledge of basic reception or office workings
• Previous receptionist or clerical background
• Ability to work unsupervised
• Ability to cope in a stressful or emergency situation
• Ability to cope in a stressful or emergency situation
• Capable of being the only receptionist in a building for a period of time
• Evidence of collaborative working
• within teams

Desirable

• Knowledge of Confidentiality and Information Security issues
• Use of Windows-based software and internet
• Decision making and problem solving skills
• Use of SystmOne Clinical system

Skills & Abilities

Essential

• Excellent interpersonal and communication skills both verbal and written
• Computer literate in the use of a Windows-based PC
• Ability to cope with more than one task at a time and move between tasks as required
• Attention to detail
• Committed to providing patient centered care
• Ability to work as part of a multi-disciplinary team
• Ability to use own judgment, resourcefulness, common sense and knowledge to respond to queries and requests
• Able to manage own time effectively
• Ability to recognize and adhere to the need for strict confidentiality

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

Livewell Primary Care Group

Address

Stirling Road Medical Centre

Stirling Road

Plymouth

Devon

PL5 1PL

Employer's website

https://www.mayflowermedicalgroup.co.uk/ (Opens in a new tab)