Job summary
We are seeking an enthusiastic, flexible, hardworking and motivated individual with a cheerful, positive and professional demeanour to join our small friendly team as a
receptionist care co-ordinator.
As the first point of contact for the Primary Care
Network (PCN) you will be warm and welcoming to patients and visitors calling
or visiting the PCN and will signpost them to the right person in a timely
manner.
This is a varied role, and you will be required to carry out reception
and administrative tasks for the PCN and support clinical staff with
administrative duties.
Our ideal candidate will have
experience of working in Primary Care and using SystmOne and the role would
suit someone with excellent customer service skills who enjoys reception work
but is looking to expand their skills and experience to carry out "back
office" administrative tasks.
This is a full time post to work 37.5 hours per week between the hours of 8.00 a.m. and 6.30 p.m.
Main duties of the job
To ensure that patients are
assisted courteously, efficiently and with empathy, and to support other
members of the PCN team.
The Receptionist Care Coordinator will act as the
first point of contact for patients, marking them as arrived on the clinical
system, maintaining accurate appointment rotas, cancelling and re-arranging appointments as required and answering queries.
In
addition to reception duties you will also carry out administrative tasks to
support the delivery of an efficient caring, and high quality service to our
patients and to support our managerial and clinical staff in the smooth running
of the building and the services it provides.
About us
We are a small supportive team who work closely and flexibly together to develop and provide quality services to our population of 60,000 patients and support our 5 members Practices.
The PCN team currently consists of a Clinical Director, Deputy Clinical Director, PCN Manager, Deputy PCN Manager, Digital and Transformation Lead, an Advanced Clinical Practitioner, 2 Paramedics, 2 Social Prescribers, 2 Mental Health Practitioners and an Administrator along with the Team Up Home Visiting Service which consists of an Operational Lead, GP's, Advanced Clinical Practitioners and Care Co-Ordinators.
Job description
Job responsibilities
Receive and direct patients on
arrival at the reception desk in a friendly and courteous manner, ensuring
their requirements are met professionally and efficiently
Provide help to patients with
general enquiries, and to assist them to make appointments, using the computer
appointment system.
Care navigation to ensure the
patient is seen by the most appropriate clinician or service to meet their needs.
Signposting to other services as required.
Receive, record and direct
accurate messages when appropriate and pass these onto other members of the
team using emails or the clinical system
Answer telephones promptly in a
polite and professional manner and manage calls appropriately, forwarding to
the most appropriate team member if necessary
Deal efficiently with general
enquiries from patients, Practices and other stakeholders
Hand out feedback forms and leaflets
as appropriate and sending out questionnaires/information via the clinical
system.
To advise patients on
approximate waiting times and of any unexpected delays
To listen to patients'
complaints remaining polite and empathetic at all times, making sure they are
addressed and dealt with appropriately, enlisting the help of a senior
colleague when needed
To provide administrative
support to the PCN Leadership Team and PCN Administrator.
Assist with the running of
seasonal influenza and covid vaccination programmes.
To carry out routine safety
checks
To be responsible for carrying
out opening/closing procedures for the building.
Responsible for ensuring
consumables are replenished on a regular basis.
To be a trained Fire Warden as
part of the Team.
To be a trained Chaperone as and
when required.
To manage sample collection for
patients and clinicians.
Organising of PCN Quest sessions
and training days
Maintenance of stationery and
clinical stock ordering.
Carry out appointment
cancellations and re-bookings as required.
Any other duties as required.
Follow PCN policies and
procedures at all times.
Maintain patient, staff and
business confidentiality at all times.
Job description
Job responsibilities
Receive and direct patients on
arrival at the reception desk in a friendly and courteous manner, ensuring
their requirements are met professionally and efficiently
Provide help to patients with
general enquiries, and to assist them to make appointments, using the computer
appointment system.
Care navigation to ensure the
patient is seen by the most appropriate clinician or service to meet their needs.
Signposting to other services as required.
Receive, record and direct
accurate messages when appropriate and pass these onto other members of the
team using emails or the clinical system
Answer telephones promptly in a
polite and professional manner and manage calls appropriately, forwarding to
the most appropriate team member if necessary
Deal efficiently with general
enquiries from patients, Practices and other stakeholders
Hand out feedback forms and leaflets
as appropriate and sending out questionnaires/information via the clinical
system.
To advise patients on
approximate waiting times and of any unexpected delays
To listen to patients'
complaints remaining polite and empathetic at all times, making sure they are
addressed and dealt with appropriately, enlisting the help of a senior
colleague when needed
To provide administrative
support to the PCN Leadership Team and PCN Administrator.
Assist with the running of
seasonal influenza and covid vaccination programmes.
To carry out routine safety
checks
To be responsible for carrying
out opening/closing procedures for the building.
Responsible for ensuring
consumables are replenished on a regular basis.
To be a trained Fire Warden as
part of the Team.
To be a trained Chaperone as and
when required.
To manage sample collection for
patients and clinicians.
Organising of PCN Quest sessions
and training days
Maintenance of stationery and
clinical stock ordering.
Carry out appointment
cancellations and re-bookings as required.
Any other duties as required.
Follow PCN policies and
procedures at all times.
Maintain patient, staff and
business confidentiality at all times.
Person Specification
Experience
Essential
- Experience working in an environment with direct contact with the public
- Customer service experience
- Experience with clinical systems
- Can demonstrate IT skills and familiarity with Microsoft Office packages.
Desirable
- Experience of working in Primary Care
- Experience of working in a GP Practice
- Experience of using SystmOne
Personal Qualities
Essential
- Good communication skills
- Flexible with an adaptable approach to work and working hours
- Ability to multi task and prioritise own workload
- Self motivated with the ability to work on own initiative
- Ability to maintain strict confidentiality
Qualifications
Essential
- GCSE grade A to C in English and Mathematics
Desirable
- Administrative qualification
- Care Co-Ordination training
Person Specification
Experience
Essential
- Experience working in an environment with direct contact with the public
- Customer service experience
- Experience with clinical systems
- Can demonstrate IT skills and familiarity with Microsoft Office packages.
Desirable
- Experience of working in Primary Care
- Experience of working in a GP Practice
- Experience of using SystmOne
Personal Qualities
Essential
- Good communication skills
- Flexible with an adaptable approach to work and working hours
- Ability to multi task and prioritise own workload
- Self motivated with the ability to work on own initiative
- Ability to maintain strict confidentiality
Qualifications
Essential
- GCSE grade A to C in English and Mathematics
Desirable
- Administrative qualification
- Care Co-Ordination training
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
Swadlincote Primary Care Network
Address
Ragsdale House
138 Burton Road
Woodville
Derbyshire
DE11 7JG