Job summary
We have an opportunity for an additional Care Co-Ordinator to join our team at The Birches Medical Centre.
A great opportunity to work with an innovative and expanding surgery alongside current members of staff.
We are looking for individuals with excellent patient or customer centred care skills, candidates with previous experience or transferable skills will be taken into full consideration. Primary Care knowledge is desirable but not essential as full training will be provided. The successful candidate will work under the supervision of a Reception Supervisor and with an excellent team of established staff.
Our team are the first point of contact for our patients, ensuring each individual patient is offered a positive experience by providing a caring Reception and call handling services.
We currently utilise Anima clinical system to allow online contact with our patients. Some, not all, requests for GP care are received via this system.
Shifts Included: Within our opening hours of 08:00 to 18:30 covering one extended access shift 18:30 to 20:30 on Wednesday. Morning, Afternoon / Evening requirements.
With additional overtime, sickness and annual leave cover also available. Full discussion of availability / working hours will be had at interview.
Main duties of the job
- To act as the first line of contact for our patients either on the phone, in person or via Anima
- To provide a high-quality Care Navigation service to all patients and visitors to the surgery
- Meeting and greeting patients, their families or representatives, and visitors if covering Reception
- Ensuring that all patients or representatives receive an efficient, polite, and helpful response at all times
- Maintaining a selection of administrative duties in a timely and efficient manner to increase patient satisfaction and expectations
- Working with the other team members to ensure the smooth running of the practice, handling of appointments, follow ups and outcomes where relevant
- Assisting the other teams within the surgery, this may include working closely with our Clinical and Non-Clinical Teams.
- Taking responsibility for incoming NHS mail and onward distribution within an appropriate time frame
- Entering demographic information and accurate maintenance of NHS records as required
- Support the practice in developing communication channels between GPs, people
and their families and carers and other agencies, where appropriate or directed to
- Conduct follow-ups on communications from out of hospital and in-patient
services
- Maintain records of referrals and interventions to enable monitoring and
evaluation of the service
- Support practices to keep care records up-to-date by identifying and updating
missing or out-of-date information about the persons circumstances
About us
We are a small but passionate and close knit surgery located in Kesgrave, surrounded by affluent and prosperous areas on the outskirts of Ipswich. Our staff and patients are held with the upmost importance and we strive daily to look after them to the highest possible standard. All staff from clinical to non-clinical are offered a well-balanced workload and have full access to a supportive team both in and out of their specialist area.
The Birches Medical Centre itself is a practice using the SystmOne clinical system, with a list size of approximately 6500 patients. We are pleased to confirm our connection with the Wolsey PCN, this collaboration is between a select number of GP practices within the local area.
Job description
Job responsibilities
While providing a professional, respectful and efficient call handling and face to face service, our Care Co-Ordinators occupy many roles and play a crucial part in helping our patients get to the right support, at the right time, to help manage a wide range of needs.
Each member is trained to deal with a variety of associated administration duties and follow all relevant procedures, policies and processes to ensure they are working in an efficient and courteous manner at all times.
The Care Co-Ordinator will embed and sustain an ethos of care throughout the team; providing advice and guidance and signposting patients to the most appropriate clinician/service both within and out of the surgeries capacity.
Below highlights areas of daily duties:
- Dealing with all general enquiries efficiently with the ability to explain protocols and procedures, make new and follow-up appointments by booking, cancelling and rearranging appointments
Reception based duties;
- Answering phones in polite and a timely manner
- Processing telephone, in person and Anima requests for appointments, visits and telephone consultations and ensuring callers are given accurate information
- Dealing with incoming documents as per practice protocols and procedures
- Liaising with local hospitals, pharmacies and other health care professionals as required
- Taking messages or sharing relevant new information when presented, ensuring accuracy of detail with prompt and appropriate delivery methods
- Management of tasks, Anima requests and maintenance of patient notes
- Where relevant, processing, following up or informing patients of results and dealing with urgent queries
- Printing blood forms and completion of any other administrative forms as necessary
- Chaperoning patients as and when required (training provided)
- Safely handling / processing samples received from patients following practice protocols
Additional responsibilities;
- Attending mandatory training sessions
- Accepting payment and issue receipts for relevant charges for private (non General Medical Services) services
- Provide support in achieving the Practice Targets such as QOF and Clinical Audits
- Maintaining knowledge of the appointment system and request training where necessary
- Registering new patients within the timeframe set and providing accurate information regarding registration queries
- Maintaining patient records with up to date information where necessary
- Front of house duties, such as, checking in patient for appointments and dealing with any requests whilst adopting relevant triaging protocol
- Dealing with any queries from clinicians in a timely manner
- Attending team meetings
- Ensure closing protocol is fulfilled when completing closing shifts
- Any other duties considered appropriate to the post by Management / Reception Supervisor
Successful applicants will be able to access a number of additional training opportunities that become available through our local Training Hub, ICB or other providers of support and learning
As a Training Practice we encourage enhanced learning within all roles at The Birches Medical Centre.
Job description
Job responsibilities
While providing a professional, respectful and efficient call handling and face to face service, our Care Co-Ordinators occupy many roles and play a crucial part in helping our patients get to the right support, at the right time, to help manage a wide range of needs.
Each member is trained to deal with a variety of associated administration duties and follow all relevant procedures, policies and processes to ensure they are working in an efficient and courteous manner at all times.
The Care Co-Ordinator will embed and sustain an ethos of care throughout the team; providing advice and guidance and signposting patients to the most appropriate clinician/service both within and out of the surgeries capacity.
Below highlights areas of daily duties:
- Dealing with all general enquiries efficiently with the ability to explain protocols and procedures, make new and follow-up appointments by booking, cancelling and rearranging appointments
Reception based duties;
- Answering phones in polite and a timely manner
- Processing telephone, in person and Anima requests for appointments, visits and telephone consultations and ensuring callers are given accurate information
- Dealing with incoming documents as per practice protocols and procedures
- Liaising with local hospitals, pharmacies and other health care professionals as required
- Taking messages or sharing relevant new information when presented, ensuring accuracy of detail with prompt and appropriate delivery methods
- Management of tasks, Anima requests and maintenance of patient notes
- Where relevant, processing, following up or informing patients of results and dealing with urgent queries
- Printing blood forms and completion of any other administrative forms as necessary
- Chaperoning patients as and when required (training provided)
- Safely handling / processing samples received from patients following practice protocols
Additional responsibilities;
- Attending mandatory training sessions
- Accepting payment and issue receipts for relevant charges for private (non General Medical Services) services
- Provide support in achieving the Practice Targets such as QOF and Clinical Audits
- Maintaining knowledge of the appointment system and request training where necessary
- Registering new patients within the timeframe set and providing accurate information regarding registration queries
- Maintaining patient records with up to date information where necessary
- Front of house duties, such as, checking in patient for appointments and dealing with any requests whilst adopting relevant triaging protocol
- Dealing with any queries from clinicians in a timely manner
- Attending team meetings
- Ensure closing protocol is fulfilled when completing closing shifts
- Any other duties considered appropriate to the post by Management / Reception Supervisor
Successful applicants will be able to access a number of additional training opportunities that become available through our local Training Hub, ICB or other providers of support and learning
As a Training Practice we encourage enhanced learning within all roles at The Birches Medical Centre.
Person Specification
Skills
Essential
- Good organisational skills
- Ability to organise and maintain office space.
- Ability to cope with a busy and fast paced working environment
- Able to work on own initiative and as part of a team
- Good communication skills (written and verbal)
- Excellent IT skills
- Strong team player
- Smart appearance
- Exercise tact and discretion at all times
- Demonstrate initiative to handle any unforeseen events during a
- shift
- Demonstrate flexibility towards new working practices and
- towards working hours
Experience
Essential
- Face to face, patient focused care
- Basic IT knowledge and experience including carrying out basic internet navigation
- Experience of data entry or diary use
- Basic knowledge of and experience of using Microsoft Office Word, Excel, Outlook
- Confident and welcoming demeanour with a compassionate and caring attitude in all situations
Desirable
- Knowledge or experience of working within the NHS or Primary Care in Administrative roles
- Call handling experience
Person Specification
Skills
Essential
- Good organisational skills
- Ability to organise and maintain office space.
- Ability to cope with a busy and fast paced working environment
- Able to work on own initiative and as part of a team
- Good communication skills (written and verbal)
- Excellent IT skills
- Strong team player
- Smart appearance
- Exercise tact and discretion at all times
- Demonstrate initiative to handle any unforeseen events during a
- shift
- Demonstrate flexibility towards new working practices and
- towards working hours
Experience
Essential
- Face to face, patient focused care
- Basic IT knowledge and experience including carrying out basic internet navigation
- Experience of data entry or diary use
- Basic knowledge of and experience of using Microsoft Office Word, Excel, Outlook
- Confident and welcoming demeanour with a compassionate and caring attitude in all situations
Desirable
- Knowledge or experience of working within the NHS or Primary Care in Administrative roles
- Call handling 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.