Job summary
Care
Co-ordinator/Reception Admin
PART-TIME:35hrs over 5 Days
Tentative
Shifts Mon Fri : 7 hours daily 09.00 16.00 or 12.00-19.00 variable
Additionally staff
absence/holiday cover may require some evening shifts to 19.15 so candidate
must be reasonably flexible
An opportunity has arisen for an
experienced, dedicated and hard-working
Care-Co-ordinator/ Reception Admin
person in our busy and fast growing GP Practice.
This
will be a patient-facing role and the post holder will assist the Management
Team in implementing a full range of patient services within the Practice. The
post holder will be required to offer front line support with all patient
queries. Strong customer service skills will be required with the ability to
adapt these to a busy NHS setting.
The successful candidate will need to be an effective
communicator with effective writing skills, IT skills, flexible, keen to learn,
self-motivated, with a friendly disposition.
Previous experience of working in General Practice would
be an advantage.
Full training will be provided.NHS Pension Scheme available.
Please note management reserve the right to close the application
process before the deadline upon receipt of a number of suitable applications
or extend the period. Only shortlisted candidates will be contacted
Interviews
Planned for: Tentatively Wed 15 May or Thu 16 May
306 Medical Centre | 306 Lordship Lane | London SE22
8LY
Email: selicb.306medicalcentre@nhs.net
Tel: 0208 693 4704
Main duties of the job
Job
Summary:
The role involves to assist the patients in accessing the
appropriate service or healthcare professional.
Further you must ensure that all patients
receive the highest level of courtesy, efficiency, empathy, understanding,
guidance and help when in contact with the Practice.
The role will be providing daily
administration support to all clinical and non-clinical staff on site. You are
responsible for ensuring the daily operational requirements are completed and
the practice administration operations run smoothly with specific tasks to be carried
out regularly.
You will have to ensure that total
confidentiality is maintained and that no information about patients, either
medical or personal, is disclosed to persons other than those employed by, or
attached to, the Practice for which such information is relevant.
You will utilise population health
intelligence to proactively identify and work with a cohort of patients to
deliver personalised care and must co-ordinate and control call and recall
activities with the highest level of
efficiency.
Good communications are extremely important
within the Practice, with patients and with outside agencies and you will be
expected to help ensure that everyone who comes into contact with the Practice
holds it in high regard. Absolute
discretion is required in protecting patient and practice confidentiality.
About us
Our Mission Statement:
We aim to provide high quality
primary health care services with a personal and caring approach in a friendly
environment; with the best interests of our service users at the heart of all
we do.
Practice Ethos
We work hard as a team to
provide a high quality service to our patients with a personal and caring
approach, in a friendly environment. Our focus is always on ensuring our
patients have a good experience and our efforts are reflected in the regular
positive comments we receive in the monthly Friends and Family Test Surveys. We
provide a safe, caring, responsive, effective, well-led, environment for our
staff and patients.
The practice dates to over 100 years in the area. The continuing
increase in the number of patients, and the desire to expand patient services,
made it necessary for the surgery to move to its present modernised premises in
1988.
The practice has
thrived and since Dr Chawdhery joined in 2010, and took it over in 2012, then progress
has continued and popularity grown.
The Practice has
grown significantly since 2012 . It is this growth and our
popularity locally that helps to make the practice sustainable.
The practice is training accredited and CQC rated Good overall. The practice strives to ensure patients have a good experience at the practice and has a reputation for providing high quality patient care. It is part of the Dulwich and Nunhead neighbourhood.
Job description
Job responsibilities
Job Responsibilities:
Care co-ordinator responsibilities:
Utilise population health intelligence to proactively identify and work with a cohort of patients to deliver personalised care;
support patients to utilise decision aids in preparation for a shared decision-making conversation;
Holistically bring together all of a persons identified care and support needs, and explore options to meet these within a single personalised care and support plan (PCSP), in line with PCSP best practice, based on what matters to the person.
Help people to manage their needs through answering queries, making and managing appointments, and ensuring that people have good quality written or verbal information to help them make choices about their care, using tools to understand peoples level of knowledge, confidence in skills in managing their own health;
Support people to take up training and employment, and to access appropriate benefits where eligible for example, through referral to social prescribing link workers;
Assist people to access self-management education courses, peer support or interventions that support them to take more control of their health and wellbeing;
Explore and assist people to access personal health budgets where appropriate;
Provide coordination and navigation for people and their carers across health and care services, working closely with social prescribing link workers, health and wellbeing coaches, and other primary care professionals; and
Support the coordination and delivery of MDTs within the PCN.
Work with the GPs and other primary care professionals within the PCN to identify and manage a caseload of patients, and where required and as appropriate, refer people back to other health professionals within the PCN;
Raise awareness within the PCN of shared decision-making and decision support tools; and
Raise awareness of how to identify patients who may benefit from shared
decision making and support PCN staff and patients to be more prepared to have shared decision-making conversations.
Organisational Administration
- To take on administrative tasks from the GPs that help in the smooth running of patient care.
- On instruction or in the absence of the Practice Manager, make any alterations to the appointment system relating to clinic changes for GPs, Locums and Registrars for days off, absences and clinic time changes
- Manage the room bookings and ensure that GPs, staff and patients can locate rooms and clinical staff. This is done with consultation from the Nurse Lead and the Practice Room schedule.
- You will ensure that you carry out the administration tasks as delegated to you efficiently, effectively and in a timely manner. These tasks may be varied or changed from time to time when necessitated to ensure that the practice provides a safe, caring and effective service at all times.
- Ensure an effective and efficient service is provided to patients and any other visitors to the Practice.
- Using your own judgement and communication skills ensure that patients with no prior appointments but who need urgent consultations are seen in a logical and non-disruptive manner.
- Undertake any other additional duties appropriate to the post as requested by the Partners or the Management team.
- To train new staff in line with guidance
Other Administration
- To follow an agreed work plan for the weekly and monthly duties and ensure they are completed in the timeframe specified.
- To be cognisant of the receptionist role and duties and to carry these out when required from time to time when required to stand in for cover.
- Continually assess and evaluate systems recommending changes and improvements to the Practice Manager and/or Managing Partner as appropriate.
- Ensure that appropriate records are kept of any communication and logged as necessary
- Deal with more complex enquiries from patients and outside agencies and where appropriate seek help from Practice Manager
- To attend any other monthly Practice Team meetings which may include Patient Participation Meetings, Significant Events and Management Meetings and to carry out any action points from the meetings and take any minutes.
- To organise a handover of your work during periods of absence.
- Ensure patient notices and phone messages relating to Practice closures are displayed appropriately.
- Communicate effectively and politely with other team members, patients, carers and recognise peoples needs for alternative methods of communication and respond accordingly.
- To work as an integral part of the team in ensuring read codes are correct for all services and enable searches as necessary
- To work closely with Practice Manager and action any delegated tasks for any Enhanced Services and QOF framework to ensure targets are effectively achieved and any other tasks from time to time
- To carry all secretarial and reception functions when required
- To order stationery, clinical consumables and vaccines and any other requirements.
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
Information Management & Technology (IM&T)
To attempt to assist GPs and staff on site with computer issues by trying to resolve basic issues. Reporting, chasing and maintaining details of all faults to NELCSU, EMIS, Docman, Smartcards, Touchscreen etc as appropriate.
To provide IT support to ensure effective IT working throughout the practice, including NHS Mail and Staff log-ins, making recommendations to the Practice Manager as appropriate.
To act as Registration Authority agent to ensure the effective functioning of Smartcards
To liaise with IM&T leads as necessary.
To ensure that EPS, Online Access and any other IT functions are managed appropriately and any targets in this area are closely monitored with a view to meeting them.
Job description
Job responsibilities
Job Responsibilities:
Care co-ordinator responsibilities:
Utilise population health intelligence to proactively identify and work with a cohort of patients to deliver personalised care;
support patients to utilise decision aids in preparation for a shared decision-making conversation;
Holistically bring together all of a persons identified care and support needs, and explore options to meet these within a single personalised care and support plan (PCSP), in line with PCSP best practice, based on what matters to the person.
Help people to manage their needs through answering queries, making and managing appointments, and ensuring that people have good quality written or verbal information to help them make choices about their care, using tools to understand peoples level of knowledge, confidence in skills in managing their own health;
Support people to take up training and employment, and to access appropriate benefits where eligible for example, through referral to social prescribing link workers;
Assist people to access self-management education courses, peer support or interventions that support them to take more control of their health and wellbeing;
Explore and assist people to access personal health budgets where appropriate;
Provide coordination and navigation for people and their carers across health and care services, working closely with social prescribing link workers, health and wellbeing coaches, and other primary care professionals; and
Support the coordination and delivery of MDTs within the PCN.
Work with the GPs and other primary care professionals within the PCN to identify and manage a caseload of patients, and where required and as appropriate, refer people back to other health professionals within the PCN;
Raise awareness within the PCN of shared decision-making and decision support tools; and
Raise awareness of how to identify patients who may benefit from shared
decision making and support PCN staff and patients to be more prepared to have shared decision-making conversations.
Organisational Administration
- To take on administrative tasks from the GPs that help in the smooth running of patient care.
- On instruction or in the absence of the Practice Manager, make any alterations to the appointment system relating to clinic changes for GPs, Locums and Registrars for days off, absences and clinic time changes
- Manage the room bookings and ensure that GPs, staff and patients can locate rooms and clinical staff. This is done with consultation from the Nurse Lead and the Practice Room schedule.
- You will ensure that you carry out the administration tasks as delegated to you efficiently, effectively and in a timely manner. These tasks may be varied or changed from time to time when necessitated to ensure that the practice provides a safe, caring and effective service at all times.
- Ensure an effective and efficient service is provided to patients and any other visitors to the Practice.
- Using your own judgement and communication skills ensure that patients with no prior appointments but who need urgent consultations are seen in a logical and non-disruptive manner.
- Undertake any other additional duties appropriate to the post as requested by the Partners or the Management team.
- To train new staff in line with guidance
Other Administration
- To follow an agreed work plan for the weekly and monthly duties and ensure they are completed in the timeframe specified.
- To be cognisant of the receptionist role and duties and to carry these out when required from time to time when required to stand in for cover.
- Continually assess and evaluate systems recommending changes and improvements to the Practice Manager and/or Managing Partner as appropriate.
- Ensure that appropriate records are kept of any communication and logged as necessary
- Deal with more complex enquiries from patients and outside agencies and where appropriate seek help from Practice Manager
- To attend any other monthly Practice Team meetings which may include Patient Participation Meetings, Significant Events and Management Meetings and to carry out any action points from the meetings and take any minutes.
- To organise a handover of your work during periods of absence.
- Ensure patient notices and phone messages relating to Practice closures are displayed appropriately.
- Communicate effectively and politely with other team members, patients, carers and recognise peoples needs for alternative methods of communication and respond accordingly.
- To work as an integral part of the team in ensuring read codes are correct for all services and enable searches as necessary
- To work closely with Practice Manager and action any delegated tasks for any Enhanced Services and QOF framework to ensure targets are effectively achieved and any other tasks from time to time
- To carry all secretarial and reception functions when required
- To order stationery, clinical consumables and vaccines and any other requirements.
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
Information Management & Technology (IM&T)
To attempt to assist GPs and staff on site with computer issues by trying to resolve basic issues. Reporting, chasing and maintaining details of all faults to NELCSU, EMIS, Docman, Smartcards, Touchscreen etc as appropriate.
To provide IT support to ensure effective IT working throughout the practice, including NHS Mail and Staff log-ins, making recommendations to the Practice Manager as appropriate.
To act as Registration Authority agent to ensure the effective functioning of Smartcards
To liaise with IM&T leads as necessary.
To ensure that EPS, Online Access and any other IT functions are managed appropriately and any targets in this area are closely monitored with a view to meeting them.
Person Specification
Experience
Essential
- Responsible outlook
- Ability to use computer to a basic level with a willingness to learn
- Ability to use Microsoft Office (Word, Excel and Outlook)
- Understanding the need of confidentiality
- Ability to cope under pressure
- Experience of prioritising workloads in order to meet deadlines
- Experience of working as part of a team
- Able to use initiative
- Able to communicate appropriately with a range of people from a variety of backgrounds and sympathetic to their needs
- Able to work without close supervision and help to set own performance targets
- Willingness to contribute suggestions/ideas to improve overall efficiency and effectiveness of work procedures
- Ability to quickly follow verbal and written instructions to produce documents with the minimum amount of error
- Flexible, honest and reliable, with good people skills
Desirable
- Experience of working in primary care
Qualifications
Essential
- GCSE A to C in English and Maths
Desirable
- NVQ Level 3 in customer service
- Primary Care or health related qualification
Person Specification
Experience
Essential
- Responsible outlook
- Ability to use computer to a basic level with a willingness to learn
- Ability to use Microsoft Office (Word, Excel and Outlook)
- Understanding the need of confidentiality
- Ability to cope under pressure
- Experience of prioritising workloads in order to meet deadlines
- Experience of working as part of a team
- Able to use initiative
- Able to communicate appropriately with a range of people from a variety of backgrounds and sympathetic to their needs
- Able to work without close supervision and help to set own performance targets
- Willingness to contribute suggestions/ideas to improve overall efficiency and effectiveness of work procedures
- Ability to quickly follow verbal and written instructions to produce documents with the minimum amount of error
- Flexible, honest and reliable, with good people skills
Desirable
- Experience of working in primary care
Qualifications
Essential
- GCSE A to C in English and Maths
Desirable
- NVQ Level 3 in customer service
- Primary Care or health related 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.