Patient CoordinatorinKnottingleyinKnottingleyPUBLISHED MON 18 NOV 2024

We are seeking a highly motivated and enthusiastic part time patient coordinator to join our team at Ash Grove Medical Centre.

You will work closely with our team members to provide our patients with the highest standards of care.

The position is for 21 hours as follows:

Monday 8.00am until 6.00pm

Wednesday 8.00am until 2.00pm

Thursday 12.00pm until 6.00pm

Flexibility is essential for this role and the successful applicate will be expected to cover their fair share of annual leave and sickness cover within the team.

Interviews will be held on the following days:

Tuesday 10 December

Wednesday 11 December

Duties include:

Receiving incoming calls, online requests via PATCHS and email, greeting patients at the reception desk. Ensuring patients are care navigated to the most appropriate service.

To act as focal point for patients, establishing working relationships with colleagues, primary health care team and visitors.

Candidates must have a strong communication skills, able to priority workload be a reliable individual with a willingness to learn.

About us

Job Summary

The Patient Coordinator will be the focal point of communication between the patients, doctors and other clinical and non-clinical staff. This encompasses dealing with incoming calls from external organisations, the general public and patients; dealing with queries, appointments and reception desk cover. The role also has responsibility for dealing with prescriptions, GP liaison and instructions.

Main Duties and Responsibilities

• Ensure that confidentiality is maintained at all times.
• Receive incoming calls, emails and online requests from patients, deal with enquiries; care navigate patients to the most appropriate service, book appointments; record in patient notes any messages and pass on to the appropriate doctor; take requests for home visits, sick note requests.
• Contact patients via telephone, text, email or letter to arrange any follow ups as requested by the clinicians or management.
• Receive patients at the reception desk, marking their arrival on the computer, make appointments as requested, hand out prescriptions, pathology forms and deal with any queries that may arise.
• Carry out the partners instructions and requests.
• All staff are required to take their share in providing cover, when necessary, for colleagues who may be absent as a result of holidays or illness.
• Accept specimen samples at the reception desk.
• Register new patients and temporary patients on to the system.
• Maintain a smart appearance and be helpful wherever possible.
• All staff should be conversant with and adhere to all written guidelines and protocols provided and available in particular: The Health and Safety Manual, the In-house Complaints Procedure, the Fire/Alarm Procedures and all protocols that relate to their specific role.

Extra Duties and Responsibilities

• Arrange patient transport as and when necessary.
• Booking in patient long-term condition reviews.
• Target outstanding QOF and arrange for this to be completed.
• Liaise with colleagues and ensure hand over is carried out.
• Retrieve and file patient records as requested.

• Ensure reception front desk and waiting area is clean and tidy at all times.
• All patient identifiable data is locked away at the end of the day.

Organisational and Statutory Requirements

The Post Holder must be aware of the responsibility placed on him/her under the Health & Safety at work Act 1974 and ensure that agreed safety procedures are carried out in order to maintain a safe environment for employees, patients and visitors.

All employees should understand that it is their personal responsibility to comply with all other organizational and statutory requirements e.g. Confidentiality, Equal Opportunities, Child Protection, The In-house Complaints Procedure, Fire Alarm Protocols and all protocols that relate to their specific role etc.

Other information:

• Overtime, to cover annual leave and sickness is an essential part of the job and will be required.

• NHS Pension scheme
• Annual leave starting at five working weeks, calculated in hours (pro rata for part time employees) following completion of one full calendar year (Jan-Dec) you annual leave will increase by 1 day per year until a maximum of six weeks is reached.
• Employees are expected to attend our Mandatory Training sessions which take place each month.

Confidentiality:

In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately

In the performance of the duties outlined in this job description, the post-holder may have access to confidential information relating to patients and their carers, practice staff and other healthcare workers. They may also have access to information relating to the practice as a business organisation. All such information from any source is to be regarded as strictly confidential

Information relating to patients, carers, colleagues, other healthcare workers or the business of the practice may only be divulged to authorised persons in accordance with the practice policies and procedures relating to confidentiality and the protection of personal and sensitive data

Health & Safety:

The post-holder will assist in promoting and maintaining their own and others health, safety and security as defined in the practice Health & Safety policy, the practice Health & Safety manual, and the practice Infection Control policy and published procedures. This will include:

Using personal security systems within the workplace according to practice guidelines

Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks

Making effective use of training to update knowledge and skills

Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards

Actively reporting of health and safety hazards and infection hazards immediately when recognised

Keeping own work areas and general / patient areas generally clean, assisting in the maintenance of general standards of cleanliness consistent with the scope of the job holders role

Undertaking periodic infection control training (minimum annually)

Reporting potential risks identified

Equality and Diversity:

The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:

• Acting in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with practice procedures and policies, and current legislation
• Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues
• Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.

Personal/Professional Development:

The post-holder will participate in any training programme implemented by the practice as part of this employment, such training to include:

• Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development
• Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work
• Mandatory training must be completed when due and certificates produced for HR file

Quality:

The post-holder will strive to maintain quality within the practice, and will:

• Alert other team members to issues of quality and risk
• Assess own performance and take accountability for own actions, either directly or under supervision
• Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the teams performance
• Work effectively with individuals in other agencies to meet patients needs
• Effectively manage own time, workload and resources

Communication:

The post-holder should recognise the importance of effective communication within the team and will strive to:

• Communicate effectively with other team members
• Communicate effectively with patients and carers
• Recognise peoples needs for alternative methods of communication and respond accordingly

Contribution to the Implementation of Services:

The post-holder will:

• Apply practice policies, standards and guidance
• Discuss with other members of the team how the policies, standards and guidelines will affect own work
• Participate in audit where appropriate