Patient Care Coordinator

NHS; London; On-site; GBP 25,000 - 35,000; Full time

Job description

Dynamic GP surgery in Poplar, East London seeks a helpful, skilled, positive and efficient team player to join its reception team of 10 staff.

Main duties of the job

You will promote a helpful and supportive image of the Practice at all times in line with the Practice's commitment to high standards of patient care.

You will carry out general administrative and clerical duties and tasks fully utilising IT software and systems available.

About us

You will be part of a dynamic team of 10 Patient Care Coordinators, led by the Reception Manager and Patient Engagement.

You will be required to work 5 hours per day Monday - Friday between 13:00 - 19:45. Although we provide a rota with set hours, occasionally you will be required to work flexibly to change these hours if necessary to cover annual leave or sickness (Monday-Friday).

We are currently recruiting for 2 Patient Care Coordinators to work in the afternoon.

Job responsibilities

Primary Purpose:

• To provide a front line service in an efficient manner for all patients and visitors to the Practice, in order to facilitate effective access to healthcare for patients.
• To promote a helpful and supportive image of the Practice at all times in line with the Practice's commitment to the highest possible standards of patient care.
• To carry out general administrative and clerical duties and tasks, fully utilising IT software and systems available.
• To contribute to the development of the Practice's services through Quality Improvement.
• To work as part of a team to ensure reception runs smoothly.
• Other related delegated duties considered appropriate to the post as directed.

Reception Duties

• To respond to enquiries whether in person or on the telephone in a friendly welcoming manner.
• Ensure good customer service skills are utilised to portray an efficient and professional manner.
• To manage all incoming calls, ensuring that each call is dealt with professionally and promptly, with tact and sensitivity.
• To respond to calls promptly and to ensure that the approved organisational style is adhered to.
• To explain Practice arrangements and formal registration requirements to new patients and those seeking temporary treatment. Provide information for online access, pharmacy 1st, e-consult, HUB and the POD.
• To make patient appointments including e-booking of appointments at the Royal London Hospital.
• To ensure that patients are not left waiting for unreasonable lengths of time without explanation.
• To alert Doctors of any latecomers or extra patients following agreed procedures.
• To pass home visit requests to the appropriate doctor and enter the relevant information on the computer.
• Visits are accurately recorded according to procedures.
• To ensure that the waiting area and reception are kept tidy at all times.
• To alert Duty Doctor of emergencies that need to be seen.

Admin/Clerical Duties

• To support clinicians and staff through the completion of tasks, fully utilising IT skills.
• To actively participate in clearing EMIS tasks. Urgent tasks to be actioned within target and non-urgent tasks should be completed within 2 days.
• Chase up hospital appointments, letters and results.
• Recall for patients needing reviews/tests/vaccinations etc.
• Full utilisation and demonstration of competency of IT packages including EMIS Web, MS-Outlook, NHS mail, MS Word, MS Teams, AccuRx texting etc.
• To provide administrative support to the GP Triage Room as required.
• To prepare repeat prescriptions as directed ensuring that requests are actioned within the agreed time frame.
• To open and sort mail according to agreed procedures and timescales given.
• To ensure post is franked and taken to the Post Office in the absence of the Administrative Assistant.
• Trays are checked regularly for incoming/outgoing post/scripts etc. and actioned without undue delay. All actions taken are recorded on EMIS, including confirmation details.
• To carry out clerical and administrative duties as requested by GPs and members of the Management Team.
• To register new patients with the Practice, ensuring that appropriate forms are completed, medical records compiled and details recorded on computer, including clerking in new sets of notes.
• To carry out all necessary filing and maintenance of filing.
• To be competent in the use of EMIS web, MS Word and Outlook and other IT packages required.

Person Specification

Qualifications

• Literate and numerate.
• Using initiative and prioritising work.
• Ability to work as a team member and independently.
• Good communication and interpersonal skills.
• Problem-solving abilities.
• Good telephone manner.
• Accurate and efficient data input.
• Good organisational skills.
• Ability to pay close attention to detail.
• Working on EMIS.
• Previous NHS experience.
• Knowledge and understanding of data protection issues.