Care Co-ordinator (Patient Services Team)

Job description

Job responsibilities

JOB TITLE: CARE CO-ORDINATOR (PATIENT SERVICES TEAM)

REPORTS TO:PATIENT SERVICES TEAM LEADERS

Role Purpose:

To support the practice in delivering excellent patient care by effectively co-ordinating patient care, using care navigation to ensure that patients receive the right care at the right time in the right place.

Service Co-ordination

Process online consultation requests, ensuring prioritisation and direction to most appropriate service/clinician

Process tasks and schedule patient care in line with clinician requests

Co-ordinate patient appointments to make best use of available resources and provide joined-up care for patients

Follow up patients who do not attend for appointments and make alternative arrangements

Act on communications from hospitals, community services, mental health services and other providers

Liaise with other providers to support the transfer of care between different health and care settings

Support active queue management within the practice buildings, minimising waiting times for patients and supporting care navigation

Support frontline reception services during peak calling times and at times of pressure (call handling, front desk duties etc.)

Co-ordinate patient bookings for annual and seasonal health programmes e.g. flu and COVID vaccinations

Provide administrative support for the call and recall of patients for planned care appointments, screening and immunisations

Patient Support

Help people to manage their health needs through answering queries, making appointments, booking tests and arranging other reviews including long-term condition reviews

Provide patients with good quality written or verbal information to support them in making choices about their care

Proactively support patients to participate in local and national screening programmes

Assist people to access self-management education courses, peer support or interventions that support them in their health and wellbeing and increase their activation level

Proactively support patients to access online services

Identify and address safeguarding concerns

Reporting

Maintain effective records of activity and produce reports as required

Provide agreed performance/activity data

This job description is intended to provide an outline of the key tasks and responsibilities only. There may be other duties required of the post-holder commensurate with the position. This description will be open to regular review and may be amended to take into account development within the Practice. All members of staff should be prepared to take on additional duties or relinquish existing duties in order to maintain the efficient running of the Practice.

This job description is intended as a basic guide to the scope and responsibilities of the post and is not exhaustive. It will be subject to regular review and amendment as necessary in consultation with the post holder.

Person Specification

Experience

Essential

• Experience of working in a busy and demanding environment
• Experience of delivering high quality customer or patient care
• Experience of general administration processes and record keeping

Desirable

• Experience of working in a health or social care setting, ideally general practice
• Experience of System1 clinical system

Additional Criteria

Essential

• Computer literate with an ability to use the required IT systems and Microsoft Office
• Excellent communication skills, both verbal and written
• Able to effectively manage own workload
• Able to meet deadlines, work under pressure and balance priorities
• Able to build and sustain relationships at all levels
• Committed to personal development
• Approachable and flexible
• Honest and reliable
• Sensitive to patients needs
• Ability and willingness to work across all Holderness Health sites

Desirable

• Understanding of patient care needs
• Knowledge of medical terminology

Qualifications

Essential

• Good standard of general education (NVQ Level 2 or equivalent)

Desirable

• Customer care training/qualification

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

Holderness Health

Address

Church View Surgery

5 Market Hill House

Hedon

HU12 8JE

Employer's website

https://www.holdernesshealth.nhs.uk/ (Opens in a new tab)