Job responsibilities
The Old School Surgery is looking to recruit
enthusiastic and committed Patient Co-ordinators to join our team.
Patient Co-ordinators play a vital role within
the practice, supporting communication between patients and the clinical team
while contributing to the wider administrative processes that help the practice
run effectively.
Acting as a key point of contact for patients,
the role helps ensure enquiries are handled efficiently, communication with
clinicians and nurses is well coordinated, and patients are supported in
accessing the most appropriate care.
The position involves responding to patient
enquiries through a variety of channels including telephone, email, digital
access systems and in-person contact, while also contributing to the broader
administrative work that supports the delivery of safe and effective patient
care.
We are looking for individuals who enjoy
working as part of a team and who want to make a positive difference to the
experience patients have when interacting with the practice.
Applications are welcomed for both full-time
and part-time positions, and flexibility across the working week is highly
valued.
About The Old School Surgery
The Old School Surgery is a partner-led GP
practice serving approximately 7,500 patients in Stoney Stanton,
Leicestershire.
Our
multidisciplinary team includes:
- GP
Partners
- Salaried
GPs
- Practice
Nurses
- Healthcare
Assistants
- Dispensary
team
- Administrative
and support staff
- Patient
Co-ordinators
We believe excellent patient care depends on
clear communication, strong teamwork and efficient organisation across the
whole practice.
Patient Co-ordinators play a central role in
ensuring patients feel supported and informed when interacting with the
practice while helping maintain effective communication between the
administrative and clinical teams.
Purpose of the Role
The Patient Co-ordinator acts as a central
communication point within the practice, supporting the flow of information
between patients and the clinical team while contributing to the administrative
processes that underpin the smooth running of the practice.
Working closely with clinicians, nurses and
administrative colleagues, Patient Co-ordinators help coordinate patient
enquiries, assist patients in accessing care and support the operational
organisation of services within the practice.
The role requires individuals who are
organised, proactive and able to work collaboratively in a busy healthcare
environment.
Key Outcomes of the Role
Success in
this role will include:
Patients
feel welcomed, supported and listened to when contacting the practice
Clear and efficient communication between patients and clinicians
Well-organised handling of patient enquiries and requests
Strong collaboration across clinical and administrative teams
A positive patient experience when interacting with the practice
Patient Communication and Coordination
Patient Co-ordinators support patients in
accessing appropriate services and help ensure clear, effective communication
between patients and the clinical team.
This includes responding to patient enquiries
through a range of channels, including telephone, email, digital access
requests and in-person enquiries.
Patient Co-ordinators assist patients in
navigating the practices access systems, support appointment requests, and
direct patients to the most appropriate clinician or service where required.
The role includes handling telephone calls,
responding to email enquiries, supporting the use of the practices digital
triage systems and coordinating appointment bookings when appropriate and
dealing with incoming communications. .
While these day-to-day activities form an
important part of the role, Patient Co-ordinators also contribute to the wider
communication processes within the practice, helping ensure that information
flows effectively between patients, clinicians and the nursing team.
Patient Co-ordinators also support proactive
patient communication where required, helping clinicians and nurses ensure
patients receive clear information, follow-up communication and guidance
regarding their care.
Supporting Patient Access and Triage
The practice uses digital systems to support
patient access and help ensure patients are directed to the most appropriate
care in a timely and efficient way.
The practice uses Rapid Health to support
patient triage and appointment requests. This system helps ensure patients are
directed to the right care while allowing the practice to increase the
availability of appropriate face-to-face appointments.
Patient Co-ordinators support patients in
navigating these systems and help ensure that patient enquiries are managed
appropriately.
Administrative and Operational Support
Patient Co-ordinators contribute to the wide
range of administrative and operational processes that support the delivery of
patient care and the effective functioning of the practice.
This includes supporting the handling of
patient communication, requests and information across a variety of
administrative processes within the practice. These may relate to patient
records, clinical correspondence, prescription administration, patient
enquiries, documentation management and other operational workflows that
underpin patient care.
The role requires individuals who are able to
manage a variety of tasks, respond to different types of patient requests and
work collaboratively with colleagues across the practice to ensure that
administrative processes are handled efficiently and accurately.
Patient Co-ordinators are expected to work
flexibly across administrative functions and contribute to the smooth running
of the practice as operational needs require.
Patient Co-ordinators also help ensure that
patient enquiries, requests and communications are directed to the most
appropriate clinician, team member or external healthcare service where
required, supporting the continuity and coordination of patient care.
Team Collaboration
Patient
Co-ordinators work closely with colleagues across the practice to ensure the
smooth delivery of services.
This
includes collaboration with:
- GPs
- Practice
Nurses
- Healthcare
Assistants
- Dispensary
team
- Administrative
colleagues
The role
contributes to a one practice, one team culture, where all staff work
together to deliver the best possible care and service to patients.
Patient
Co-ordinators play an important role in supporting communication between teams
and helping ensure the practice operates as a cohesive organisation.
Systems and Communication Tools
Patient
Co-ordinators support the effective use of practice systems used to manage
patient communication and information.
These
include systems such as:
- SystmOne
- Accurx
- Rapid
Health
Accurate
documentation and clear communication through these systems are essential in
supporting patient care and maintaining operational standards within the
practice.
Professional Responsibilities
Patient
Co-ordinators will:
-
Maintain patient confidentiality at all times.
-
Follow practice procedures and information
governance requirements.
-
Communicate with patients and colleagues in a
professional, respectful and supportive manner.
-
Contribute positively to the team environment
and support colleagues where required.
-
Support the smooth day-to-day running of the
practice.
Person Specification
Essential
-
Experience in a customer service or
patient-facing role
-
Strong communication and interpersonal skills
-
Ability to remain calm and organised in a busy
environment
-
Good IT skills
-
Ability to work effectively as part of a team
-
Understanding of the importance of
confidentiality
Desirable
-
Experience working in general practice or
healthcare
-
Experience using SystmOne or similar clinical
systems
-
Experience managing telephone enquiries in a
busy environment
