Job summary
Symphony Healthcare Services is seeking a proactive and compassionate Care Coordinator to join our dedicated team on a permanent basis, supporting patients across Martock and South Petherton surgeries.
Working Hours:
30 hours per week. The specific working pattern (days and times) will be agreed during the interview process to support both service needs and work-life balance.
Pay Rate:
£13.05 - £13.84 per hour, depending on experience. Starting salary will reflect previous relevant experience and skills brought to the role.
This is an excellent opportunity for someone passionate about patient care coordination, eager to support individuals in navigating health and care systems, and to work closely with clinical teams to improve patient outcomes.
Main duties of the job
As a Care Coordinator, you will provide administration and reception duties
for the practice, dealing with patients, clinical staff and colleagues in an
efficient and polite manner.
You will also receive, assist and direct patients in accessing
the appropriate service or healthcare professional and undertake a variety of
administrative duties to assist in the smooth running of the practice in
accordance with agreed procedures, protocols and timescales.
About us
Symphony Healthcare Services (Symphony) was established in 2016 as part of the award-winning Symphony Programme Vanguard, developing new models of care. We now support 16 practices across Somerset providing care for over 100,000 patients.
Symphony has developed a model where each practice is encouraged to operate autonomously, but as a subsidiary of NHS Somerset Foundation Trust (SFT), and with the backing and economies of scale from a central support team (particularly for HR, finance, corporate and strategic management matters).
Providing NHS services is at the heart of what we do. Our vision is to ensure that primary care is sustainable for patients and practices in Somerset, and we aim to be a national exemplar for primary care provision.
We work closely with our practice teams to support, develop and transform patient care and working practices with innovation and technology at the heart of what we do.
Symphony welcome applications from people of all backgrounds and underrepresented groups. When undertaking recruitment and selection for our services, Symphony are committed to equality of opportunity for all.
Symphony offers a NHS or NEST Pension, a fantastic range of employee benefits and salary sacrifice schemes (see attached poster), along with flexible working from day of employment and an agile approach to home / office-based working where appropriate to the role.
We look forward to hearing from you and receiving your application.
Job description
Job responsibilities
- Identify and book appointments and home visits in line with practice protocols, including cross-organisation bookings.
- Search for, register if necessary and book onto the computer system patients as they present at the desk.
- Deal with enquiries, signposting and requests, either face to face or over the telephone from a variety of external sources, such as patients, relatives, clinical team, hospital, pathology, and work colleagues.
- Deal with distressed/aggressive patients safely and appropriately as they present at the desk or over the telephone
- Be able to prioritise patients in need of urgent medical attention who present to reception in person or telephone in and direct them to the correct clinical intervention/appointment
- Deal with requests from patients and GPs for emergency calls, following protocol and dialling 999 as required.
- Maintain an overview of the waiting areas, informing patients of any known delays and ensuring the area remains in a neat and tidy condition.
- Follow up hospital appointments, test results etc. and act upon messages on the system from the medical team
- Record visit requests and alert duty doctor according to practice policy.
- Receive urgent results as they come in from the pathology department at the hospital. Liaise with GP and contact patients with information.
- Handle specimen samples from patients appropriately.
- Open up/lock Practice premises and maintain security in accordance with Practice protocols.
- Ensure telephone system has been transferred correctly to out of hours message.
- General daily administration tasks such as scanning, filing, retrieving paperwork, photocopying and faxing
- Deal with and respond to post and general emails in a timely manner and fax/email urgent requests to hospital
- Hand completed repeat prescriptions to patient and check name and address.
- To initially handle patient complaints by providing relevant information and by informing the Practice Manager
- as to the nature of any complaints, including informally made complaints.
- Carry out inputting and alterations to computer records, including but not limited to change of addresses, message books and any other admin tasks as they arrive.
- Complete new patient registration process as requested and with appropriate training
- Acting as a chaperone (once relevant training has been completed)
- Assist in contacting patients who fall in to the various Target areas as requested.
- Advise patients of relevant charges for private services and accept payments/issue receipts
- Clear and re-stock consulting rooms if required (including stationary and prescription paperwork)
- Keep all areas of the building, noticeboards and leaflet dispensers tidy
- Attend ancillary and other staff meetings and training courses as required
- Participate in an annual appraisal
- To assist with the provision of cover for colleagues absences (leave and sickness absences).
- To assist/support with the induction and training of new staff as directed by the Practice Manager or Lead
- Offer general support to the practice and project a positive and friendly image to patients and other visitors.
- To assist with any other duties that may be required to ensure the smooth running of the practice.
- Liaise with patients and pharmacies regarding prescription queries and requests as required
***Please read full Job Description attached before applying***
Job description
Job responsibilities
- Identify and book appointments and home visits in line with practice protocols, including cross-organisation bookings.
- Search for, register if necessary and book onto the computer system patients as they present at the desk.
- Deal with enquiries, signposting and requests, either face to face or over the telephone from a variety of external sources, such as patients, relatives, clinical team, hospital, pathology, and work colleagues.
- Deal with distressed/aggressive patients safely and appropriately as they present at the desk or over the telephone
- Be able to prioritise patients in need of urgent medical attention who present to reception in person or telephone in and direct them to the correct clinical intervention/appointment
- Deal with requests from patients and GPs for emergency calls, following protocol and dialling 999 as required.
- Maintain an overview of the waiting areas, informing patients of any known delays and ensuring the area remains in a neat and tidy condition.
- Follow up hospital appointments, test results etc. and act upon messages on the system from the medical team
- Record visit requests and alert duty doctor according to practice policy.
- Receive urgent results as they come in from the pathology department at the hospital. Liaise with GP and contact patients with information.
- Handle specimen samples from patients appropriately.
- Open up/lock Practice premises and maintain security in accordance with Practice protocols.
- Ensure telephone system has been transferred correctly to out of hours message.
- General daily administration tasks such as scanning, filing, retrieving paperwork, photocopying and faxing
- Deal with and respond to post and general emails in a timely manner and fax/email urgent requests to hospital
- Hand completed repeat prescriptions to patient and check name and address.
- To initially handle patient complaints by providing relevant information and by informing the Practice Manager
- as to the nature of any complaints, including informally made complaints.
- Carry out inputting and alterations to computer records, including but not limited to change of addresses, message books and any other admin tasks as they arrive.
- Complete new patient registration process as requested and with appropriate training
- Acting as a chaperone (once relevant training has been completed)
- Assist in contacting patients who fall in to the various Target areas as requested.
- Advise patients of relevant charges for private services and accept payments/issue receipts
- Clear and re-stock consulting rooms if required (including stationary and prescription paperwork)
- Keep all areas of the building, noticeboards and leaflet dispensers tidy
- Attend ancillary and other staff meetings and training courses as required
- Participate in an annual appraisal
- To assist with the provision of cover for colleagues absences (leave and sickness absences).
- To assist/support with the induction and training of new staff as directed by the Practice Manager or Lead
- Offer general support to the practice and project a positive and friendly image to patients and other visitors.
- To assist with any other duties that may be required to ensure the smooth running of the practice.
- Liaise with patients and pharmacies regarding prescription queries and requests as required
***Please read full Job Description attached before applying***
Person Specification
Skills and Attributes
Essential
- Proven record of excellent written and verbal communication skills and
- interpersonal skills.
- Evidence of excellent knowledge of Microsoft Office.
- Able to deal with service users sensitively
- Able to work as part of a team
- Able to prioritise and manage own workload
- Excellent motivational and influencing skills
- Excellent negotiating skills
- Car user (to travel between more than one GP practice)
- Excellent interpersonal skills
- Strong analytical and judgement skills
- Ability to analyse and interpret information and present results in a clear and concise manner
- Excellent organisational and administration skills
- Experience providing advice/signposting to users
- Able to use NHS Choices website effectively (desirable
Qualifications
Essential
- GCSEs/Diploma/ HNC level (or relevant experience)
- ECDL or equivalent
- NVQ Level 3 Business Administration (or relevant experience)
- Ongoing internal and external training to keep up to date with changes/developments
Experience
Essential
- Minimum of 2 years experience of working with healthcare professionals and/or previous experience in the NHS or social care or relevant field (desirable)
- Experience in use of databases
- Experience of administrative duties
- Able to demonstrate a clear understanding of working with confidential information and an understanding of service user confidentiality
- Working in a multi-disciplinary setting where influence and negotiation is required
- Knowledge/familiarity with medical terminology
- Working in a busy and demanding environment whilst delivering in a timely manner
- Understanding of current issues facing the NHS (desirable)
- Understanding of health and social care processes (desirable)
Aptitude and Personal Qualities
Essential
- Professional attitude and assertive approach
- Committed to development
- Conscientious, hardworking and self- motivated to work with minimal supervision
- Creative and tenacious in finding solutions to difficult problems
- Ability to work with information, clinicians, social workers and managers
- Ability to meet deadlines and work under pressure
- Ability to engage and sustain relationships with all professionals, other organisations and service-users
- Approachable and flexible
- Honest and reliable
- Enthusiastic
- Sensitive to patients needs
Person Specification
Skills and Attributes
Essential
- Proven record of excellent written and verbal communication skills and
- interpersonal skills.
- Evidence of excellent knowledge of Microsoft Office.
- Able to deal with service users sensitively
- Able to work as part of a team
- Able to prioritise and manage own workload
- Excellent motivational and influencing skills
- Excellent negotiating skills
- Car user (to travel between more than one GP practice)
- Excellent interpersonal skills
- Strong analytical and judgement skills
- Ability to analyse and interpret information and present results in a clear and concise manner
- Excellent organisational and administration skills
- Experience providing advice/signposting to users
- Able to use NHS Choices website effectively (desirable
Qualifications
Essential
- GCSEs/Diploma/ HNC level (or relevant experience)
- ECDL or equivalent
- NVQ Level 3 Business Administration (or relevant experience)
- Ongoing internal and external training to keep up to date with changes/developments
Experience
Essential
- Minimum of 2 years experience of working with healthcare professionals and/or previous experience in the NHS or social care or relevant field (desirable)
- Experience in use of databases
- Experience of administrative duties
- Able to demonstrate a clear understanding of working with confidential information and an understanding of service user confidentiality
- Working in a multi-disciplinary setting where influence and negotiation is required
- Knowledge/familiarity with medical terminology
- Working in a busy and demanding environment whilst delivering in a timely manner
- Understanding of current issues facing the NHS (desirable)
- Understanding of health and social care processes (desirable)
Aptitude and Personal Qualities
Essential
- Professional attitude and assertive approach
- Committed to development
- Conscientious, hardworking and self- motivated to work with minimal supervision
- Creative and tenacious in finding solutions to difficult problems
- Ability to work with information, clinicians, social workers and managers
- Ability to meet deadlines and work under pressure
- Ability to engage and sustain relationships with all professionals, other organisations and service-users
- Approachable and flexible
- Honest and reliable
- Enthusiastic
- Sensitive to patients needs
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.
