Care Coordinator

• Greet incoming patients and visitors and assess their needs
• Communicate effectively with patients, visitors, and other staff
• Manage patient bookings, inquiries, and cancellations via telephone, email, or in-person
• Manage patient records and confidential data in a secure and efficient manner
• Monitor online traffic and assist with online triage systems
• Help maintain accurate and up-to-date records of all patients
• Carry out other tasks as assigned by the Reception Line Manager
• Comply with all health and safety regulations

• Previous experience in a GP reception or customer-facing role
• Excellent written and verbal communication skills
• Professional and friendly customer service skills
• Ability to work in a fast-paced environment
• Computer proficiency with experience in EMIS, Docman, AccuRx & Microsoft Office packages
• Excellent attention to detail
• Ability to multitask, work independently and take initiative
• Ability to follow and adhere to office practices and procedures

• Offer general assistance to the practice team and project a positive and friendly image to patients and other visitors, either in person or via the telephone.
• Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.
• Facilitate effective communication between patients, members of the primary health care team, secondary care and other associated healthcare agencies.

• Receiving and directing patients face to face, via telephone & digitally
• Making appointments and taking requests for home visits
• Handling money for private medical services
• Taking messages and ensuring these are passed on promptly in the appropriate manner
• Dealing with patient queries

• Handling telephone and general enquiries
• Booking review clinics by telephone

• Maintaining and taking action where necessary on your own Docman inbox daily
• Maintaining and taking action where necessary on the Reception Teams inbox daily in collaboration with the rest of the reception team
• Maintaining and taking action where necessary on your own & your teams patient notes and tasks inboxes
• Maintaining and taking action where necessary your EMIS email inbox daily
• Maintaining and taking action where necessary your AccuRx inbox daily
• Maintaining and taking action where necessary your NHS.net email inbox daily
• Maintaining and taking action where necessary your GP Team Net account daily
• Maintaining and monitoring of generic patient message box

• Ensuring work area is clean and tidy
• Chaperone when required
• To ensure that clinics are fully booked where possible for annual reviews
• Promote and actively demonstrate team working and help to create a positive working environment
• Any other delegate duties considered appropriate for the post

• Opening premises at start of day ensuring the building including deactivating alarm
• Closing premises at end of day ensuring the building is secure and alarms activated
• Keep key fob secure and do not loan it out to anyone
• Do not divulge passwords, door entry codes etc to anyone
• Inform the Practice Manager of any potential breech of security immediately

• Assist and provide training to new staff
• Provide training to staff to ensure they are able to cover in your absence
• Create how to do folder detailing how to complete each task solely designated to you
• Attend relevant training to enable you to perform your role satisfactorily
• Participate in your annual individual performance review
• Whilst in post, staff are expected to acquire and update their knowledge on safeguarding as per the intercollegiate document requirements. Training must include knowledge of the Mental Capacity Act and Deprivation of Liberties.

Essential

• GCSE Maths and English Grade C or above or equivalent

Essential

• Previous experience working in an office environment
• Be proficient in reading and writing English
• Good standard of communication both orally and in writing
• Good interpersonal skills
• Good telephone manner
• Strong organisational skills and ability to maintain complete and accurate record systems
• Ability to work on their own initiative and prioritise workload to meet deadlines
• A willingness to work in a co-operative and flexible manner with colleagues
• Ability to work as a team or on own initiative
• Ability to cope with change
• Reliable
• Good time keeper
• Friendly/approachable
• Willingness to undertake training
• Able to cope under pressure

Desirable

• Previous medical receptionist experience
• Conversant with Microsoft Word
• Knowledge of EMIS Web
• Knowledge of Docman 10
• Respect of confidentiality and understanding of Data Protection Act
• Knowledge of the local area