Job summary
Castle Partnership is looking for a full time or part time Patient Service Co-ordinator to join our friendly and committed team.
What is the Purpose of the role?
The purpose of the role is to provide an excellent and consistent level of service for our patients. As the face of our Partnership, you will be welcoming, reassuring and understanding.
Duties will include:
- Booking appointments, visits, and telephone consultations
- Updating patient medical records
- Liaising with the practice team and outside agencies
- Message taking with meticulous attention to detail
- Processing administrative medical queries
- Contacting patients for chronic condition recalls
The successful applicant will be required to work flexibly across the three surgeries.
PLEASE NOTE THAT THIS JOB WILL CLOSE EARLY IF SUFFICIENT APPLICATIONS ARE RECEIVED
Main duties of the job
We are looking for someone who is friendly, approachable, and perceptive. A team player who will work closely with colleagues of all disciplines to deliver a professional and efficient service.
It is important that you have a good eye for detail and can work under pressure.
Further details can be found in the Job Description.
About us
We are a forward-thinking, dynamic and friendly Partnership which comprises eight GP partners, salaried GPs, GP registrars, highly-skilled nursing staff and an efficient admin team.
We operate from three locations and provide high quality care to over 17,000 patients in Norwich. We are also a teaching practice for medical students and physician associates.
We enjoy excellent working relationships with neighbouring practices, working collaboratively as part of the Norwich Primary Care Network.
We have a strong emphasis on training and developing our staff to reach their full potential. We acknowledge that happy staff leads to happy patients with the Patient Services Coordinators playing an integral part in that process, and embedding the patient at the heart of everything we do.
- Well-regarded and well-established training practice
- We are a Research accredited practice
- Multi-disciplinary team including GP Partners, Salaried GP's, GP Registrars, Nurse Practitioners, Practice Nurses and HCAs
- We are a friendly and inclusive team at all levels
- Free parking at all sites
- Employee Assistance Programme
- Discounted commuter bus ticket scheme for employees
Job description
Job responsibilities
The role of the Patient Services Co-ordinator is to provide a vital interface between the patient and the clinical team. The post-holder is expected to develop the necessary skills to cope with a varied and demanding job within an environment compliant with the Data Protection Act and Patient Confidentiality codes.
This post is patient focused and within your working day you will meet patients who will express all varieties of emotions. It is part of the Patient Service Co-ordinators position to provide a calming and efficient atmosphere that will reassure the patients. You will require patience, tolerance, understanding and a sense of humour.
It should be noted that the under mentioned duties and responsibilities do not cover the whole spectrum of activities and these may change from time to time.
Job Summary
- Ensure an effective and efficient reception service is provided to patients and other visitors to the Practice
- Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way
- Take responsibility to ensure the quality of data input, filing and record keeping are accurately maintained and in line with Information Governance requirements
- Ensure that confidentiality is maintained at all times in line with GDPR, Confidentiality, Caldicott and Access Polices
- Work as part of the team to ensure premises/ facilities are secure and kept clean and tidy throughout the day in line with Health and Safety and Infection Control requirements
Job Responsibilities
- Provide support to meet patients requests either by telephone, email or face to face contact
- Deal with visit requests and ensure entered onto the clinical system
- Registration of new patients
- Open and distribute mail and scanning/read coding of all correspondence, as directed
- Make full use of the clinical IT system to input data, record information and arrange appointments
- Issue authorised repeat prescriptions and deal with enquiries
- Open and secure premises as part of the team and comply with all IT security policies
- Advise patients of relevant charges for private (non-NHS services), accept payment and issue receipts for the same
- Have a thorough knowledge of all Practice procedures
- Work in accordance with written protocols.
Confidentiality
- While 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
Job description
Job responsibilities
The role of the Patient Services Co-ordinator is to provide a vital interface between the patient and the clinical team. The post-holder is expected to develop the necessary skills to cope with a varied and demanding job within an environment compliant with the Data Protection Act and Patient Confidentiality codes.
This post is patient focused and within your working day you will meet patients who will express all varieties of emotions. It is part of the Patient Service Co-ordinators position to provide a calming and efficient atmosphere that will reassure the patients. You will require patience, tolerance, understanding and a sense of humour.
It should be noted that the under mentioned duties and responsibilities do not cover the whole spectrum of activities and these may change from time to time.
Job Summary
- Ensure an effective and efficient reception service is provided to patients and other visitors to the Practice
- Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way
- Take responsibility to ensure the quality of data input, filing and record keeping are accurately maintained and in line with Information Governance requirements
- Ensure that confidentiality is maintained at all times in line with GDPR, Confidentiality, Caldicott and Access Polices
- Work as part of the team to ensure premises/ facilities are secure and kept clean and tidy throughout the day in line with Health and Safety and Infection Control requirements
Job Responsibilities
- Provide support to meet patients requests either by telephone, email or face to face contact
- Deal with visit requests and ensure entered onto the clinical system
- Registration of new patients
- Open and distribute mail and scanning/read coding of all correspondence, as directed
- Make full use of the clinical IT system to input data, record information and arrange appointments
- Issue authorised repeat prescriptions and deal with enquiries
- Open and secure premises as part of the team and comply with all IT security policies
- Advise patients of relevant charges for private (non-NHS services), accept payment and issue receipts for the same
- Have a thorough knowledge of all Practice procedures
- Work in accordance with written protocols.
Confidentiality
- While 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
Person Specification
Qualifications
Essential
- Educated to GCSE standard level
Knowledge and Skills
Essential
- Excellent keyboard and computer skills and the ability to use email and internet
- Excellent communication skills
- Accuracy and attention to detail
- Good time-management skills
Desirable
- Experience of working with clinical systems - SystmOne
- Knowledge of working in the NHS
Personal Attributes
Essential
- Understanding, acceptance and adherence of the need for strict confidentiality
- Confident and able to work under pressure
- Self-motivated able to use own judgement and common sense
- Able to work in a changing environment
- Conscientious and committed
- Pleasant and articulate
- Sense of humour
- Own transport and full driving licence
- Flexibility around working hours
Experience
Essential
- Good interpersonal skills and the ability to communicate with a diverse range of people
- Experience of dealing with the public/patients
- Experience of reception work
- Ability to work as part of a team
Desirable
- Working in General Practice and/or the Health Service
Person Specification
Qualifications
Essential
- Educated to GCSE standard level
Knowledge and Skills
Essential
- Excellent keyboard and computer skills and the ability to use email and internet
- Excellent communication skills
- Accuracy and attention to detail
- Good time-management skills
Desirable
- Experience of working with clinical systems - SystmOne
- Knowledge of working in the NHS
Personal Attributes
Essential
- Understanding, acceptance and adherence of the need for strict confidentiality
- Confident and able to work under pressure
- Self-motivated able to use own judgement and common sense
- Able to work in a changing environment
- Conscientious and committed
- Pleasant and articulate
- Sense of humour
- Own transport and full driving licence
- Flexibility around working hours
Experience
Essential
- Good interpersonal skills and the ability to communicate with a diverse range of people
- Experience of dealing with the public/patients
- Experience of reception work
- Ability to work as part of a team
Desirable
- Working in General Practice and/or the Health Service
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.
