Job summary
An exciting opportunity has arisen for Patient Services Coordinators
to join Surrey Heath Primary Care Network [PCN], supporting local Practices
with patient contact to access GP services, and to assist with the achievement
of the new Network Contract Direct Enhanced Service [DES] specifications and
responsibilities.
We are looking for Patient Services Coordinators to work with
our PCN, local Practices and the wider multidisciplinary team in coordinating
key activities for patients including access to services, advice and
information, and ensuring health and care planning is timely, efficient, and
patient-centred. You will support
multiple local GP Practices, which will involve working in a central Patient
Support Centre as part of a hub team.
During your training period you will be expected to work directly from
one or more local GP Practices.
You will be part of the front door for patients and will
support access to services and continuity of care by helping patients interact
and engage with the right support at the right time and from the right health
care professional. You will manage and respond to patient and Practice
initiated contact, including incoming and outgoing phone calls with patients,
reviewing and responding to e-Consults, providing reception capacity and
associated administration. You will use
triage and signposting skills to direct patients to the right support or
appointment type to best meet their needs.
Main duties of the job
Working as part of a team to
fulfil a rota of Patient Services Coordinators, requiring you to work shifts
across all 7 days of the week, between the hours of 08:00 20:00.
Work in a telephony / reception
capacity taking patient calls or enquiries and providing structured assistance to seek to understand
the most appropriate route for the patient to access the support or care that
they need.
Provide coordination and
navigation for people and their carers across health and care services, working
closely with social prescribers, health and wellbeing coaches and other primary
care professionals.
Be
prepared to have face:face and virtual conversations with members of the public
Utilise
learnt triage and signposting tools and skills to direct patients to the right
support or appointment type to best meet their needs.
Utilise population health
intelligence to proactively identify and work with a cohort of patients to
deliver personalised care.
Support PCN staff and patients
to be prepared to have shared-decision making conversations including utilising
decision aids and tools, and support patients to understand their level of knowledge,
skills and confidence (their activation level) when engaging with their
health and wellbeing including through the use of the Patient Activation
Measure.
About us
We are Surrey Heath
Community Providers Limited, which is a federation of 7 GP practices across 10
sites, covering a population of over 97,000 patients across Surrey Heath. We
began in 2016 and now employ around 200 members of staff across our head office
sites, and our primary care and unplanned care services.
As a GP Federation, we
are proud to represent our member practices and to champion primary care by
working with local general practice and system partners in the provision of
community based healthcare services. We are dedicated to providing safe and
compassionate care to our patients across our range of primary care and
unplanned healthcare services in Surrey Heath, and believe in continuous
commitment to quality service delivery and positive patient outcomes.
Patients are at the heart of everything we do, and we pride ourselves in ensuring
our patients feel safe, supported, communicated with and respected, at a
time when they may be feeling vulnerable. Our vision is to provide high
quality, seamless health care that enables people to lead healthier lives,
whilst feeling supported and cared for.
Job description
Job responsibilities
We are looking for Patient Services Coordinators to work with
our PCN, local Practices and the wider multidisciplinary team in coordinating
key activities for patients including access to services, advice and
information, and ensuring health and care planning is timely, efficient, and
patient-centred. You will support
multiple local GP Practices, which will involve working in a central Patient
Support Centre as part of a hub team.
During your training period you will be expected to work directly from
one or more local GP Practices.
You will be part of the front door for patients and will
support access to services and continuity of care by helping patients interact
and engage with the right support at the right time and from the right health
care professional. You will manage and respond to patient and Practice
initiated contact, including incoming and outgoing phone calls with patients,
reviewing and responding to e-Consults, providing reception capacity and
associated administration. You will use
triage and signposting skills to direct patients to the right support or
appointment type to best meet their needs.
Job description
Job responsibilities
We are looking for Patient Services Coordinators to work with
our PCN, local Practices and the wider multidisciplinary team in coordinating
key activities for patients including access to services, advice and
information, and ensuring health and care planning is timely, efficient, and
patient-centred. You will support
multiple local GP Practices, which will involve working in a central Patient
Support Centre as part of a hub team.
During your training period you will be expected to work directly from
one or more local GP Practices.
You will be part of the front door for patients and will
support access to services and continuity of care by helping patients interact
and engage with the right support at the right time and from the right health
care professional. You will manage and respond to patient and Practice
initiated contact, including incoming and outgoing phone calls with patients,
reviewing and responding to e-Consults, providing reception capacity and
associated administration. You will use
triage and signposting skills to direct patients to the right support or
appointment type to best meet their needs.
Person Specification
Experience
Essential
- Experience of working with healthcare professionals and/or previous experience in the NHS or social care
- Experience coordinating with multiple stakeholder or individuals to meet specified outcomes
- Experience providing advice/signposting
- Experience using a patient clinical system such as EMIS
- Awareness of how and when to signpost
- Knowledge of safeguarding interventions and an awareness of the Mental Capacity Act
- Excellent verbal and written communication skills with the ability to communicate effectively at all levels including with patients, carers, specialist services, GPs and colleagues
- Good technical literacy with e.g. Word, Excel, and experience using a clinical system such as EMIS
- Able to work independently and manage own workload
- Able to build strong professional relationships
- Demonstrable experience of effective planning and organisation skills to deliver targets to deadlines
- Proven record of excellent written communication skills and a high level of health literacy
- Understanding of social determinants of health and how these can be addressed with patients
- Able to analyse and interpret information and present results in a clear and concise manner
- Personal Attributes
- Creative, flexible and sensitive approach to working with people with diverse support needs
- Ability to motivate people
- Ability to reflect on and share best practice with peers
- Able to travel locally as required
- Passionate about combatting disadvantage and inequality in healthcare
- Able to work as part of a team
- Skilled in the use of person-centred measurement and outcomes delivery
Desirable
- Knowledge of a range of local community groups which support wellbeing (desirable)
-
- Awareness of relevant Health and Social Care legislation and a developed knowledge of crisis intervention (des
-
- Experience of undertaking quality improvement activity
-
- Sound understanding of disease prevention and the NHS choices website
Qualifications
Essential
- 4 GCSEs (C and above) or equivalent
Desirable
- Relevant NVQ Level 3 qualification or equivalent
Person Specification
Experience
Essential
- Experience of working with healthcare professionals and/or previous experience in the NHS or social care
- Experience coordinating with multiple stakeholder or individuals to meet specified outcomes
- Experience providing advice/signposting
- Experience using a patient clinical system such as EMIS
- Awareness of how and when to signpost
- Knowledge of safeguarding interventions and an awareness of the Mental Capacity Act
- Excellent verbal and written communication skills with the ability to communicate effectively at all levels including with patients, carers, specialist services, GPs and colleagues
- Good technical literacy with e.g. Word, Excel, and experience using a clinical system such as EMIS
- Able to work independently and manage own workload
- Able to build strong professional relationships
- Demonstrable experience of effective planning and organisation skills to deliver targets to deadlines
- Proven record of excellent written communication skills and a high level of health literacy
- Understanding of social determinants of health and how these can be addressed with patients
- Able to analyse and interpret information and present results in a clear and concise manner
- Personal Attributes
- Creative, flexible and sensitive approach to working with people with diverse support needs
- Ability to motivate people
- Ability to reflect on and share best practice with peers
- Able to travel locally as required
- Passionate about combatting disadvantage and inequality in healthcare
- Able to work as part of a team
- Skilled in the use of person-centred measurement and outcomes delivery
Desirable
- Knowledge of a range of local community groups which support wellbeing (desirable)
-
- Awareness of relevant Health and Social Care legislation and a developed knowledge of crisis intervention (des
-
- Experience of undertaking quality improvement activity
-
- Sound understanding of disease prevention and the NHS choices website
Qualifications
Essential
- 4 GCSEs (C and above) or equivalent
Desirable
- Relevant NVQ Level 3 qualification or equivalent
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.
