Patient Co-ordinator

Job description

Job responsibilities

Duties and Responsibilities

Answering the telephone in a professional manner aiming to answer calls in a timely manner and within 3-5 rings where possible. Assist patients with their queries and signpost them to the most appropriate appointment or service.

Completing triage questionnaires with patients who are unable to use the online platform (Anima)

Prioritising whether calls are urgent or routine and booking patients face to face and via telephone adhering to book on the day slots.

Taking accurate and relevant telephone messages ensuring these are passed to the correct team member.

Daily use of SystmOne clinical system

Daily use of Anima online platform

Deal with all enquiries at the front desk and explain practice polices, giving patients the appropriate paperwork where necessary and taking payment when required.

Dealing appropriately with visit requests and emergency calls

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

Carry out reception duties in line with the Reception Handbook and also following direction from the Patient Services Lead

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.

To have a thorough knowledge of all practice procedure

Process Registration of patients including temporary patients

Process patient online access requests as appropriate

Open incoming mail and forward to the appropriate person/team

Ensure internal mail and samples are sent with the delivery

Record and pass on messages to clinicians via tasks

Ensure correct GPs are approached for messages and are not interrupted unnecessarily during consultations

Process repeat prescription requests in accordance to practice guidelines, using reference to the prescription clerk handbook.

Promote and provide patients with the help and services the Practice can offer which will enable a better patient experience

Effectively manage own time, workload and resources

Liaise with other parties, such as the pharmacy or other healthcare workers , in a courteous manner as required for patient care purposes

Ensuring that the reception office and consulting rooms are kept tidy and well stocked with day to day requirements

Ensuring that all public areas are kept tidy and safe at all times.

Fulfil the practice premises requirements on your appointed days. This includes opening up, locking up, ensuring the building is secure and operating the burglar alarm

Liaise with the management team to identify shortfalls in service provision to improve services to patients or improve the efficiency of the practice

Attend meetings and undertake further training as required. Such meetings and training may be outside the normal working hours of the post holder

Any other duties appropriate to the post as delegated by the Patient Services Lead, Practice Manager or GP Partners

To work in accordance with written protocol

Working as a flexible member of the team to ensure the smooth running of the practice. This will include working Saturday mornings on a rotational basis to cover enhanced access clinics and also may include overtime to cover absent colleagues or taking on other duties as appropriate.

Person Specification

Experience

Essential

• Experience of a multi-tasking role

Desirable

• Customer service experience in the NHS
• Working with TPP SystmOne

Skills and Knowledge

Essential

• Good IT skills (MS Office, Internet etc)
• Interpersonal skills
• Good understanding of Data protection regulations

Qualifications

Essential

• General Education to GCSE level or equivalent

Desirable

• Customer Service NVQ

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details

Employer name

Price’s Mill Surgery

Address

Newmarket Road

Nailsworth

Stroud

Gloucestershire

GL6 0DQ

Employer's website

https://pricesmill.co.uk/ (Opens in a new tab)