Patient Services and Care Coordinator / Manager

The purpose of

Provide

and coordinate an efficient and confidential administrative support service to

the Practice Manager.

Lead in supporting patients by helping people to

manage their needs through answering queries and ensuring that people have good

quality written or verbal information to help them make choices about their

care.

individual will need to be a highly motivated and strong team worker who is

able to work with initiative and minimal supervision with the ability to

produce work to a high standard within tight deadlines.

role will entail leading on specific projects as well as overseeing our reception team in a supervisory and supportive way, working closely with

the Practice Manager to achieve key objectives.

Overview of position

To Support patients in ensuring they can access appropriate services. To manage the day-to-day activities of the reception area and team; being the first point of contact for any problems, absences. To provide support and assistance to the GPs and Nurses.

Ensuring there is a point of contact in reception who can discuss any concerns patients may have and deal with the concerns if possible. Refer to the Deputy Practice Manager, if it cant be dealt with at the time, ensuring the patient is fully aware of his/her rights regarding the complaints process and their right to appeal/escalate any decision.

In the absence of our Carers lead, proactively identifying carers and work with them to support their personalised care requirements, ensuring they can access appropriate services

Help people to manage their needs, answering their queries and supporting them to make appointments.

Support the Reception team provide coordination and navigation for individuals and their carers across health and care services, working closely with social prescribing link workers, health and wellbeing coaches and other primary care roles.

Maintaining the areas of social media, ensuring up to date information for patient services and support is always aligned with national and local campaigns.

Compile and communicate reception staff rota.

Management and oversight of SystmConnect.

Monitor/manage holiday entitlement and commitment and ensure adequate cover is available at all times (including during periods of unexpected absence).

Responsible for the training and development of all reception staff.

Responsible for the recruitment of new reception staff alongside the management team; including, selection and interviewing.

Arrange/minute regular reception staff meetings

Point of contact for the GP Partners and Management team for all Reception issues.

Manage and resolve issues or problems within the reception team.

Effectively communicate any information or changes to the receptionist as required

Attend HODs meetings and communicate outcomes agreed at the meeting

Attend the PCN Reception Meetings, this is to share ideas across all 4 practices.

Ensure Reception have written protocols to assist them to carry out their duties

Be aware of all external services and ensuring that staff are signposting patients correctly

Responsible for validating and authorising reception staff overtime on TeamNet.

Supporting the Reception team in their duties where required and being able to carry out any receptionist duty in the event of sickness (see Reception job description).

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.

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, to include:

Using personal security systems within the workplace according to practice guidelines

Identifying the risks involved in working 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

Reporting potential risks identified.

The post-holder will support the quality, 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 no-judgemental and respects their circumstances, feelings, priorities and rights.

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.

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.

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.

The Village Surgery is based in Talbot Village. It looks after around 8kK patients, including a large student population.

We are a small, friendly, supportive team.

We are proud to be part of North Bournemouth Primary Care Network.

We have car parking on site.

Our clinical system is TPP SystmOne

Personal Qualities

Experience

Desirable: - Experience of using NHS software.; - NHS or recent practice experience

Skills/Knowledge

Essential: - Ability to understand and learn new software and administrative procedures; - Intermediate knowledge of IT systems and software including Microsoft Office.