Patient Coordinator (Telephony)

Job description

Job responsibilities

This role is based on the telephones and working with administration tasks.

The Patient Co-ordinator will:

Be the first point of contact for most patients via the telephone within the practice and will project a positive and friendly image of Mayflower Medical Group to patients, visitors and stakeholders.

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

Facilitate effective communication between patients, members of the primary health care team, secondary care and other associated healthcare agencies.

The Patient Co-ordinator must:

Have a flexible approach to the working day band week in order to meet the needs of the service.

Have a thorough knowledge of all practice procedures and to work in accordance of written policies

Undertake a variety of administrative duties to assist in the smooth running of the practice including the provision of administrative support to clinical staff and other members of the practice team

Offer 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

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

Facilitate effective communication between patients, members the primary health care team, secondary care and other associated healthcare agencies

Preserve confidentiality and be aware of the Data Protection Act.

The post holder will be contributing towards a one team culture throughout the Organisation and promoting a patient centred ethos of Putting Patients First.

Key Responsibility Areas

Main Duties:

Receive incoming phone calls and telephone requests for appointments, visits and telephone consultations, and ensuring callers are directed to the appropriate healthcare professional.

Making outgoing phone calls to patients and services to arrange appointments for the benefit of the patient

Signposting patients to the most suitable service either externally or internally to the practice

Meeting and greeting of patients, consulting with members of the practice team

Ensure an effective and efficient and polite reception service is provided to patients and any other visitors to the practice

Deal with the patient query to avoid a further delay

Answer calls in a polite and professional manner and always listen and ensure you are clear with the patient on the next steps.

Deal with all general enquiries, explain procedures and make new and follow[1]up appointments as requested by the clinical team

Arranging transport for patients where there is a clinical need or request from the GP.

Be aware of what is going on in the patient waiting area and be alert to problems

Ensure that all visitors to the practice are signed in and out of the visitors book

Have working knowledge of telephone, during and after hours

Receive and make telephone calls as required. Divert calls and take messages, ensuring accuracy of detail and prompt appropriate delivery

Person Specification

Qualifications

Essential

• Good education with high level of numeracy and literacy skills
• Reception and Customer Care training
• Telephone technique training

Desirable

• Windows-based IT training, such as European Computer Driving License qualification or equivalent
• NVQ in Customer Care or Business administration
• Primary Care Admin experience

Experience

Essential

• Knowledge of basic reception or office workings
• Previous receptionist or clerical background
• Ability to work unsupervised
• Ability to cope in a stressful or emergency situation
• Ability to cope in a stressful or emergency situation
• Capable of being the only receptionist in a building for a period of time
• Evidence of collaborative working
• within teams

Desirable

• Knowledge of Confidentiality and Information Security issues
• Use of Windows-based software and internet
• Decision making and problem solving skills
• Use of SystmOne Clinical system

Skills & Abilities

Essential

• Excellent interpersonal and communication skills both verbal and written
• Computer literate in the use of a Windows-based PC
• Ability to cope with more than one task at a time and move between tasks as required
• Attention to detail
• Committed to providing patient centered care
• Ability to work as part of a multi-disciplinary team
• Ability to use own judgment, resourcefulness, common sense and knowledge to respond to queries and requests
• Able to manage own time effectively
• Ability to recognize and adhere to the need for strict confidentiality

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

Livewell Primary Care Group

Address

Ernesettle Medical Centre

21 Ernesettle Green

Plymouth

PL5 2ST

Employer's website

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