Patient Services Coordinator inCastle Cary inCastle Cary PUBLISHED 23 OCT 2024

Position: Patient Services Coordinator

Employer: Edgar, Spencer & Ball Partnership

Location: Millbrook Surgery, Castle Cary, Somerset, BA7 7EE

Responsible to: Managing Partner

Hours: Full-time and part-time available

Pay: £11.50 £13.50 per hour, negotiable depending on experience

Job description

As a Patient Services Coordinator you will play a crucial role in ensuring the smooth and efficient operation of the front desk and administrative functions within the Practice. You will work in a fast-paced environment and communicate effectively with a wide range of stakeholders. This role is one of the most important in the practice, providing the link between patients and clinicians and taking responsibility for ensuring a positive experience for our Patient.

Main duties of the job

As Patient Services Coordinator you will be responsible for leading shifts, carrying out administration duties and supporting the clinicians with the day-to-day running of the practice.

Main duties of the role will include:

• Carrying out shift leader responsibilities to ensure the admin team is working efficiently and effectively.
• Communicating with patients to arrange appointments.
• Managing AskMyGP Requests to ensure they're resolved in a timely manner.
• Maintaining accurate patient records, both electronically and on paper.
• Carrying out front-desk reception duties to create a warm and friendly environment, overcoming communication barriers and treating patients with compassion and respect.
• Processing repeat prescription requests, and liaising with local pharmacies to ensure patient safety standards are upheld.

About us

Job description

As a Patient Services Coordinator you will play a crucial role in ensuring the smooth and efficient operation of the front desk and administrative functions within the Practice. You will work in a fast-paced environment and communicate effectively with a wide range of stakeholders. This role is one of the most important in the practice, providing the link between patients and clinicians and taking responsibility for ensuring a positive experience for our Patient.

Job duties

Leadership:

• Become a Shift Leader responsibilities to include:
• Allocating incoming AskmyGP requests
• Acting as a point of contact for clinicians with queries
• Ensuring all bookable appointments available are utilised on the day
• Allocating tasks to admin team members (for example emails, tasks, rescheduling appointments)
• Scheduling break times to ensure adequate cover, if necessary
• Check CCAS slots on EMIS and creating askmyGP requests for patients who have been booked in by OOH
• Take responsibility for the effective completion of work during the shift, escalating any challenges to senior management
• Handover to the next shift leader (morning shift only)
• Ensuring urgent requests and lock-up is completed (afternoon shift leader only)
• Supporting the creation and introduction of administrative protocols and inspiring positive change to maximise efficiency.
• Contribute to key quality improvement projects and new initiatives to promote continuous improvement, achieve practice objectives and provide patients with the most effective care.
• Represent the Patient Services team at Practice and PCN MDT huddles.
• Actively participating in the leadership and training of administrative team members. This may include attending additional training courses and staying up to date with general practice protocols.
• Display flexibility to adapt and take on new responsibilities as and when they arise in line with the Practice development plans.
• Display flexibility and willingness to take on new duties from day to day in line with practice workload.
• Be open to change and professional development, learning new skills and participating in training courses.

Reception and Patient Relations:

• To create a welcoming and friendly environment for patients when they are in the surgery, by overcoming communication barriers and treating patients with compassion and respect.
• Create and manage AskmyGP requests through active signposting. Supporting the source the best possible care at the optimal time, whether that be from another provider or within the practice.
• Liaise with patients through a variety of communication channels, to resolve queries and signpost them to the most appropriate service.
• Registering new regular and temporary patients, in accordance with Practice guidelines.
• Requesting repeat prescriptions on behalf of patients, in line with relevant protocols.
• Work closely with the clinicians to ensure that patient care runs seamlessly through every area of the surgery.
• Co-ordination of electronic patient records, updating with clinical documents and any action taken regarding patient care.
• Management of paper medical records, including organising and maintaining the filing system as well as retrieving paper records when required, whilst upholding Data Protection and Patient Confidentiality regulations.
• Ensuring accuracy of clinical documents/referrals and transmitting appropriately, whilst complying with local and national referral guidelines.
• Liaising with outside organisations, such as secondary and community care providers, to ensure continuity of care whilst upholding the reputation of the practice.
• Support the Data Manager and QOF team in achieving key targets by booking appointments and managing patient invitations for services.
• Manage incoming post and documentation, coding documents and ensuring follow up actions are complete.