Job summary
An exciting opportunity has arisen for passionate individuals to
join our fantastic team of Patient Services Coordinators at Surrey Heath
Primary Care Network [PCN]. Our Patient
Services Coordinators support our local GP Practices with incoming and outgoing
phone calls and digital communications, to and from patients. The Patient
Services Coordinators work in our PCN Telephony Hub and are based in our head
office in Camberley.
The Patient Services Coordinators team will receive call from
patients, acting as the front door and first point of contact for the local
GP Practices, during agreed times and for agreed services. The team are also responsible for making
pro-active calls to patients for specific clinics being supported or delivered
by the PCN or Federation on behalf of the local Practices. In addition, the team will communicate with
patients to help with coordinating key activities for patients including access
to services, advice and information, and ensuring heath and care planning is
timely, efficient, and patient-centred.
As part of the front
door the team support access to services and continuity of care by helping
patients interact and engage with the right support at the right time and from
the right health care professional. This will include using triage tools and
signposting skills to direct patients to the right support or appointment type
to best meet their needs.
Main duties of the job
Working
as part of a team to fulfil a rota of Patient Services Coordinators, requiring
you to work shifts across weekday evenings 5:30pm to 8:00pm and Saturdays from 8:30am to 5pm.
Work
in a telephony / virtual reception capacity, acting as the virtual front
door for patients, taking patient calls or enquiries (via telephone and other
digital systems).
Provide
coordination and navigation for people and their carers across health and care
services, liaising with other members of the practice team as necessary.
Using
effective listening skills in order to understand patient need and provide structured
assistance to support the patient to be directed to the most appropriate
appointment type, or alternative route for the patient to access the support or
care that they need (for example, this may be learnt triage skills or liaising
with the on-site GP to triage into an appointment slot, or signposting to
external services, such as NHS 111 or community pharmacy).
As
part of business continuity arrangements you may be deployed to the GP surgery
to perform these duties. A such, be prepared to have face:face and virtual
conversations with members of the public (patients seeking to access GP
services) of a sensitive nature and which might sometimes feel difficult or
challenging.
About us
We are Surrey Heath
Community Providers Limited, which is a federation of 7 GP practices across 10
sites, covering a population of over 97,000 patients across Surrey Heath. We
began in 2016 and now employ around 200 members of staff across our head office
sites, and our primary care and unplanned care services.
As a GP Federation, we
are proud to represent our member practices and to champion primary care by
working with local general practice and system partners in the provision of
community based healthcare services. We are dedicated to providing safe and
compassionate care to our patients across our range of primary care and
unplanned healthcare services in Surrey Heath, and believe in continuous
commitment to quality service delivery and positive patient outcomes.
Patients are at the heart of everything we do, and we pride ourselves in ensuring
our patients feel safe, supported, communicated with and respected, at a
time when they may be feeling vulnerable. Our vision is to provide high
quality, seamless health care that enables people to lead healthier lives,
whilst feeling supported and cared for.
Job description
Job responsibilities
We are looking for Patient Services Coordinators to work with
our PCN, local Practices and the wider multidisciplinary team in coordinating
key activities for patients including access to services, advice and
information, and ensuring health and care planning is timely, efficient, and
patient-centred. You will support
multiple local GP Practices, which will involve working in a central Patient
Support Centre as part of a hub team.
During your training period you will be expected to work directly from
one or more local GP Practices.
You will be part of the front door for patients and will
support access to services and continuity of care by helping patients interact
and engage with the right support at the right time and from the right health
care professional. You will manage and respond to patient and Practice
initiated contact, including incoming and outgoing phone calls with patients,
reviewing and responding to e-Consults, providing reception capacity and
associated administration. You will use
triage and signposting skills to direct patients to the right support or
appointment type to best meet their needs.
Job description
Job responsibilities
We are looking for Patient Services Coordinators to work with
our PCN, local Practices and the wider multidisciplinary team in coordinating
key activities for patients including access to services, advice and
information, and ensuring health and care planning is timely, efficient, and
patient-centred. You will support
multiple local GP Practices, which will involve working in a central Patient
Support Centre as part of a hub team.
During your training period you will be expected to work directly from
one or more local GP Practices.
You will be part of the front door for patients and will
support access to services and continuity of care by helping patients interact
and engage with the right support at the right time and from the right health
care professional. You will manage and respond to patient and Practice
initiated contact, including incoming and outgoing phone calls with patients,
reviewing and responding to e-Consults, providing reception capacity and
associated administration. You will use
triage and signposting skills to direct patients to the right support or
appointment type to best meet their needs.
Person Specification
Skills
Essential
- Excellent verbal and written communication skills, including effective listening skills, with the ability to communicate effectively at all levels including with patients, carers, specialist services, GPs and colleagues
- Good computer literacy.
- Able to work independently and manage own workload.
- Able to build strong professional relationships.
- Demonstrable experience of effective planning and organisation skills to deliver targets to deadlines.
- Proven record of excellent written communication skills and a high level of health literacy.
- Able to analyse and interpret information and present results in a clear and concise manner.
Experience
Essential
- Working knowledge of a customer-facing, customer service role.
- Experience coordinating with multiple stakeholders or individuals to meet specified outcomes.
Desirable
- Working knowledge of general practice, or experience of working in primary care, the wider NHS or social care. Experience providing advice/signposting.
- Experience using a patient clinical system such as EMIS.
- Working knowledge of safeguarding and an awareness of the Mental Capacity Act.
- Knowledge of a range of local community groups which support wellbeing.
- Awareness of crisis intervention.
- Experience of undertaking quality improvement activity.
Qualifications
Essential
- 4 GCSEs (C and above) or equivalent
Desirable
- Relevant NVQ Level 3 qualification or equivalent
Personal Attributes
Essential
- Creative, flexible and sensitive approach to working with people with diverse support needs.
- Ability to work as part of a team and be flexible in order to ensure a variety of shifts across the rota are filled.
- Ability to motivate people.
- Ability to reflect on and share best practice with peers.
- Able to travel locally as required.
Person Specification
Skills
Essential
- Excellent verbal and written communication skills, including effective listening skills, with the ability to communicate effectively at all levels including with patients, carers, specialist services, GPs and colleagues
- Good computer literacy.
- Able to work independently and manage own workload.
- Able to build strong professional relationships.
- Demonstrable experience of effective planning and organisation skills to deliver targets to deadlines.
- Proven record of excellent written communication skills and a high level of health literacy.
- Able to analyse and interpret information and present results in a clear and concise manner.
Experience
Essential
- Working knowledge of a customer-facing, customer service role.
- Experience coordinating with multiple stakeholders or individuals to meet specified outcomes.
Desirable
- Working knowledge of general practice, or experience of working in primary care, the wider NHS or social care. Experience providing advice/signposting.
- Experience using a patient clinical system such as EMIS.
- Working knowledge of safeguarding and an awareness of the Mental Capacity Act.
- Knowledge of a range of local community groups which support wellbeing.
- Awareness of crisis intervention.
- Experience of undertaking quality improvement activity.
Qualifications
Essential
- 4 GCSEs (C and above) or equivalent
Desirable
- Relevant NVQ Level 3 qualification or equivalent
Personal Attributes
Essential
- Creative, flexible and sensitive approach to working with people with diverse support needs.
- Ability to work as part of a team and be flexible in order to ensure a variety of shifts across the rota are filled.
- Ability to motivate people.
- Ability to reflect on and share best practice with peers.
- Able to travel locally as required.
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.
