Care Coordinator

The successful candidate will

Welcome patients and provide a friendly and professional reception service.

Answer telephone calls and deal with patient enquiries appropriately.

Book, cancel and amend appointments using SystmOne.

Care navigate patients to the most appropriate clinician or service.

Deal appropriately with urgent requests in accordance with practice procedures.

Provide patients with information about practice and NHS services.

Process administrative and prescription requests.

Maintain accurate and confidential patient information.

Support clinicians and the wider practice team.

Deal professionally with challenging or distressed patients.

Assist with the smooth running of the reception area.

Work as part of the extended-hours service, including weekend working.

Follow all practice policies and procedures.

JOB TITLE - Care Co-ordinator / Admin Assistant

REPORTS TO - RECEPTION MANAGER / PRACTICE MANAGER

HOURS: 37.5 hours per week

Job summary -

Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, cheerful, efficient and effective way.

Provide 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.

Administration

To have a thorough knowledge of all practice procedures

To work in accordance of written protocols and policies

Pulling/filing of medical notes/deductions

photocopy as requested

scanning and handling workflows

complete all mandatory training

Action all Patchs requests including ghost list and Patchs Tasks

Action practice email

Cover Saturday and Sunday rotas

Action SystmOne tasks and notification

Support with new staff training including medical students

Daily log into Team Net for updates including policies/protocols. All policies/protocols to be read and acknowledged.

Attend and contribute to practice meetings

Provide support and liaise to the data manager and other admin staff

Reception

Providing good customer service skills at front desk toward all patients and visitors. Where necessary consulting with members of the practice team.

Providing good customer service skills over the telephone and helping with patients with their queries.

Handing completed repeat prescriptions to patient and checking names and address. Complete prescription requests coming through via electronically ie SystmOne online, email, hand written and from pharmacist.

Answer the telephone with helpful and cheerful tone of voice

Be able to cover all reception and all admin position as per management request

Action and complete tasks on daily bases

Action Practice and personal nhs emails on daily bases

Cover for staff sickness and annual leave as requested for care coordinators and admin team

Cover Saturday and Sunday rotas

Appointments

Process appointment requests for today/future appointments from patients by telephone, in person, and via Patchs.

Deal with visits/requests

Computer

Registrations of new patients computer data entry and medical records

Process patients changes of address computer data and medical records (have knowledge of practice area)

Process repeat prescription requests following practice guidelines

Correct use of read coding patients records

Regular updates on patients contact details

Register patients for SystmOne online

Telephone

Have working knowledge of telephone systems, during and after hours

Answering the telephone following practice protocol

Providing good customer service skills over the telephone and helping patients with their queries.

Taking messages from third party companies and/or transferring the calls appropriately

Other Tasks

Clear and clean your working area after every use.

Ensure building security have a thorough knowledge of doors/windows/alarm

Any other tasks allocated by managers are to be completed

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

We are looking for someone who

Has excellent communication and customer service skills.

Is friendly, approachable and professional.

Can remain calm and polite under pressure.

Has good IT and administrative skills.

Is organised and able to prioritise their workload.

Can work independently and as part of a team.

Understands the importance of confidentiality.

Has a caring, respectful and non-judgemental approach.

Is reliable, punctual and flexible.

Is willing to work early, late and weekend shifts.

Is keen to learn and develop within primary care.

Previous GP practice or NHS experience would be desirable, but training will be provided for the right candidate.

A friendly and supportive practice environment.

Full induction and role-specific training.

Opportunities for learning and development.

Regular support and supervision.

A varied and rewarding role in primary care.

The opportunity to develop your career within general practice.

NHS Pensions

If you are enthusiastic, organised and enjoy helping people, we would like to hear from you.

Lilyville @ Parsons Green is committed to providing an inclusive and respectful working environment and welcomes applications from all suitably qualified candidates.

Qualifications

Experience