Job responsibilities
JOB TITLE: PATIENT CARE CO-ORDINATOR
ACCOUNTABLE TO: PARTNERS AND PRACTICE MANAGER
REPORTS TO: Reception Manager/HR manager
HOURS: As per contract
BASE: Manzil Way, Cowley Road, Oxford OX4 1XB.
Ivy Close, Oxford, OX4 2NB
Oxford Brookes Medical Centre, Headington Hill Campus,
Headington, OX3 0BP
Lake Street Branch site, Oxford, OX1 4RP
Job Summary:
Provide general reception and administrative assistance to the patients and the practice team, project a positive and friendly image to patients and other visitors, either in person or via the telephone
Job Responsibilities:
- Ensure an effective and efficient reception service is provided to patients and any other visitors to the Practice
- Deal with all general enquiries, explain procedures and make new and follow-up appointments.
- Using your own judgment and communication skills ensure that patients with no prior appointment but who need urgent consultation are seen in a logical and non-disruptive manner.
- Explain Practice arrangements and formal requirements to new patients and those seeking temporary cover and ensure procedures are completed.
- Receive and make telephone calls as required. Divert calls and take messages, ensuring accuracy of detail and prompt appropriate delivery.
- Request home visits in a timely and accurate fashion following latest protocol.
- Action repeat prescription requests and ensure that they are ready for collection by the patient within 48 hours, either on the computer or manually.
- Advise patients of relevant charges for private (non General Medical Services) services, accept payment and issue receipts for same.
- Enter patient information on to the computer as required.
- Receive and deal with Specimens accordingly, either to take from patient and pass to Doctor, ensuring appropriate storage overnight and preparation for collection by Laboratory.
- Patient notes and correspondence:
o Action pathology links in accordance with Drs request before filing
o Ensure that all new patients are registered onto the computer system promptly and accurately.
o Keep waiting area and reception desk tidy
o When first to arrive, de-activate alarm and make all necessary preparations to receive patients.
o When last to leave at the end of the day, ensure that the building is totally secured, internal lights are off and the alarm activated.
o Assist with the training of new staff in accordance with practice protocols
o Monitor and process documents and correspondence arriving through Docman 10.
o Monitor and process Econsults.
o Monitor and process correspondence received to the practice via the website.
o Scan correspondence to the practice following the correct protocol.
- Undertake any other additional duties appropriate to the post as requested by the Partners or the Practice Manager and HR Manager.
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, to 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
- 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 recognizes 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 appraisal
- Participation in training to include Health and Safety, Confidentiality and other training relevant to the post.
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
- Proactively manage the daily flow of team admin work
Communication:
The post-holder should recognize the importance of effective communication within the team and will strive to:
- Communicate effectively with other team members
- Communicate effectively with patients and carers
- Recognize peoples needs for alternative methods of communication and respond accordingly
- Attend regular reception meetings, and occasional practice meetings which if they occur on your time of will be paid for.
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 audits where appropriate
