Job summary
Patient Care Coordinators are the first point of contact for patients calling or entering our buildings and maintain professional, mature conduct at all times especially when patients are anxious or distressed and require an empathetic communication style.
The main focus of the role is working on our Reception areas at both 56 Dean Street and Dean Street Express. We also run our own Call Centre on site, which you will rotate to. Administration responsibility includes clinical coding on our healthcare software.
We have three late evening clinics per week and open on Saturday's
Please see the attached job description and person specification. Successful applicants will be able to demonstrate they meet the essential criteria in the person specification in their application and if shortlisted, at interview.
Main duties of the job
You will be someone who will ensure that the patient experience is prioritised at all times and who would welcome the chance to assist in taking the services forward as part of a friendly multidisciplinary team.
The postholder will ensure that all patient data is entered into the EPR in a timely and accurate manner.
This will include close liaison with the multidisciplinary team of Medical staff.
Key working relation relationships
-
- Multi skilled team of Doctors,
- Nurses
- Health Advisers in both services
- Administration teams with 10HB and Dean Stree
About us
Chelsea and Westminster Hospital NHS Foundation Trust provide services from two main hospitals, Chelsea and Westminster Hospital and West Middlesex University Hospital, and a number of clinics across London and the South-East.
We have nearly 7,000 members of staff that are PROUD to Care for nearly one million people. Both hospitals provide full clinical services, including full maternity, emergency and children's, in addition to a range of community-based services across London, such as award-winning sexual health and HIV clinics.
We're one of the best performing Trusts in the country. We're also one of the top trusts to work for - our staff says they're engaged, motivated, and would recommend us as a place to work and receive treatment.
Our Trust has been rated by the Care Quality Commission as 'Good' in all five of the main domains of safe, effective, caring, responsive and well-led, giving an us overall rating of 'Good'. We've also been awarded an 'Outstanding' rating for 'use of resources' by an NHS Improvement inspection.
Our facilities are some of the best in the country. We have been investing significant Capital year on year in our estate. We have recently completed a £30m expansion of our adult and neonatal critical care facilities at Chelsea and Westminster and are planning an ambitious £60m development of an Ambulatory Diagnostics Centre at West Middlesex.
Job description
Job responsibilities
- To receive all patients and other visitors into the department in a professional, polite and friendly manner.
- To work in our Call Centre on a shift/rotational basis answering calls from patients, booking appointments or referring to clinical staff.
- To code patients after attendance for income and public health statistics.
- To advise patients of current and approximate waiting times in liaison with nursing and medical team and ensure patients are made aware of any relevant information.
- When on reception, update pt. DNAs and attend patients using the Cerner, and GUM EPR systems.
- To enter all new patients full details accurately onto appropriate systems
- To be responsible for maintaining accurate patients demographic detail and report any duplicate patient registrations to the Service Delivery Manager.
- To manage all calls efficiently and professionally within the identified performance standards.
- To note any change in circumstances e.g. GP contact details and addresses are entered onto EPR. Check with the patient at every visit that all the above information is accurate
- To accurately attend all GUM patients as a new, follow up, reschedule or rebook based on their last visit.
- To accurately process all new HIV patients onto Cerner under a medical number.
- To effectively diffuse difficult situations with patients and refer to the Reception Supervisor or Nurse in Charge.
- To arrange and book any additional services that may be required by patients attending the clinic e.g. transport or interpreting services.
- To maintain patient confidentiality at all times, keeping patients information private and only allowing access to it by authorised staff.
- Responsible for ensuring that all clinics are encountered, and RTT outcomes are recorded.
- To take part in audits of outpatient activity as required.
- To work a flexible Rota system for the Service, including late clinics and weekends where necessary and providing clerical support to other directorate services where needed
- Undertake other administration and reception duties at the discretion of the Clinic Manager.
- Contribute to Service development of the HIV/GUM Directorate e.g. being involved in multi-disciplinary audit/development groups
Please see attached job description and person specification to this advert for further details.
Job description
Job responsibilities
- To receive all patients and other visitors into the department in a professional, polite and friendly manner.
- To work in our Call Centre on a shift/rotational basis answering calls from patients, booking appointments or referring to clinical staff.
- To code patients after attendance for income and public health statistics.
- To advise patients of current and approximate waiting times in liaison with nursing and medical team and ensure patients are made aware of any relevant information.
- When on reception, update pt. DNAs and attend patients using the Cerner, and GUM EPR systems.
- To enter all new patients full details accurately onto appropriate systems
- To be responsible for maintaining accurate patients demographic detail and report any duplicate patient registrations to the Service Delivery Manager.
- To manage all calls efficiently and professionally within the identified performance standards.
- To note any change in circumstances e.g. GP contact details and addresses are entered onto EPR. Check with the patient at every visit that all the above information is accurate
- To accurately attend all GUM patients as a new, follow up, reschedule or rebook based on their last visit.
- To accurately process all new HIV patients onto Cerner under a medical number.
- To effectively diffuse difficult situations with patients and refer to the Reception Supervisor or Nurse in Charge.
- To arrange and book any additional services that may be required by patients attending the clinic e.g. transport or interpreting services.
- To maintain patient confidentiality at all times, keeping patients information private and only allowing access to it by authorised staff.
- Responsible for ensuring that all clinics are encountered, and RTT outcomes are recorded.
- To take part in audits of outpatient activity as required.
- To work a flexible Rota system for the Service, including late clinics and weekends where necessary and providing clerical support to other directorate services where needed
- Undertake other administration and reception duties at the discretion of the Clinic Manager.
- Contribute to Service development of the HIV/GUM Directorate e.g. being involved in multi-disciplinary audit/development groups
Please see attached job description and person specification to this advert for further details.
Person Specification
Education and Qualifications
Essential
- Excellent standard of spoken and written English
- Recognised qualification in customer care NVQ level 3 or relevant experience
Experience
Essential
- Experience of working with the general public in a customer facing or administrative role
- Accurate computer data entry skills
- Clerical/ reception/ administration experience
- Experience of working as part of a team.
Desirable
- Experience of working in Sexual Health/ HIV
- Previous experience of working within a health care setting and using NHS information/ IT systems
skills and Knowledge
Essential
- Excellent telephone skills
- Excellent keyboard and IT skills including use of Outlook, Word and Excel
- Excellent communication and interpersonal skills
- Understanding of need for confidentiality and information governance in a health care environment particularly in an HIV/GUM setting
- To be able to manage difficult situations Able to prioritize workload
Desirable
- Worked previously in an NHS outpatient area or an equivalent NHS setting such as Primary care
- Experience of working with patients in an NHS setting
- Able to be confident and professional when dealing with patients behaviour
- Familiar with NHS computer appointment and booking systems
Person Specification
Education and Qualifications
Essential
- Excellent standard of spoken and written English
- Recognised qualification in customer care NVQ level 3 or relevant experience
Experience
Essential
- Experience of working with the general public in a customer facing or administrative role
- Accurate computer data entry skills
- Clerical/ reception/ administration experience
- Experience of working as part of a team.
Desirable
- Experience of working in Sexual Health/ HIV
- Previous experience of working within a health care setting and using NHS information/ IT systems
skills and Knowledge
Essential
- Excellent telephone skills
- Excellent keyboard and IT skills including use of Outlook, Word and Excel
- Excellent communication and interpersonal skills
- Understanding of need for confidentiality and information governance in a health care environment particularly in an HIV/GUM setting
- To be able to manage difficult situations Able to prioritize workload
Desirable
- Worked previously in an NHS outpatient area or an equivalent NHS setting such as Primary care
- Experience of working with patients in an NHS setting
- Able to be confident and professional when dealing with patients behaviour
- Familiar with NHS computer appointment and booking systems
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.