Job summary
The Acute Medicine team and units form part of the front door team and provides a service to a high volume of medical patients across our assessment units: Medical Assessment Unit (MAU) and Linnet Acute Medical Unit (LAMU).
The patient coordinator role provides comprehensive administrative work which include data input and appointment booking, whilst also providing reception duties for patients (expected and unexpected) and relatives attending the hospital. The role also supports the team with contributing to effective patient flow.
The patient coordinator will need to work independently using their own initiative when dealing with enquiries that arise. There will be one patient coordinator on duty per area. This role is a vital function as part the multi-disciplinary team (Medical, Nursing, Administrative, Therapy, Pharmacy, Serco etc) and the role requires the ability to be able to effectively communicate at all levels with patients, relatives, and the wider multi-disciplinary team to maintain a high standard of service to meet the needs of the patient, department, and the Trust.
Main duties of the job
1. Being the central point of contact for patients and visitors as well as colleagues across all areas of Acute Medicine.
2 To provide excellent customer service for all patients and relatives often in highly sensitive and emotive situations. Being aware of cultural and emotional circumstances. Be the custodian for of a brilliant experience for all our patients, role model through excellent customer service skills and at all points of patient engagement.
3 Providing appropriate ward information leaflets and distribute Friends and Family leaflets and patient questionnaires.
4 Complete administration for all arrivals to MEU and SDEC, and alert clinicians if there are any concerns for a patient.
5 Work alongside clinicians providing and receiving sensitive information.
6 Maintain accurate records across all the Acute Medical Units, booking patients in and commencing the correct paperwork.
7 Maintaining patient administration systems up to date and accurate, including amending patient demographics, the input of admission, discharge, and transfer information. Carry out and complete admission process for all patients being admitted to the hospital through the Acute Medical Units.
8 Maintain the medical admission requests list, adding and amending patient information where necessary.
9 Make appointments for 'hot clinics' for Acute Medical patients, as well as for the Emergency Department and Urgent Treatment Centre.
About us
Our STAR values - Service, Teamwork, Ambition and Respect - are a golden thread running through everything we do. These values serve as a guiding principle, driving us towards our vision of delivering great joined up services to our local community. Whether at home, in the community, or within the hospital, our goal is to empower individuals to lead independent and healthier lives.
Job description
Job responsibilities
10 Using planning skills to ensure patients transport requirements are met
11Booking transport using the telephone and E-ZEC on-line booking service. Arranging taxis as and when required on-line/via telephone.
12 Support and work closely with the units nurse coordinator by undertaking various tasks as requested and overseen by to ensure smooth running of each unit.
13 Liaising with ambulance crews and printing patient summary from the Mobimed App.
14 Liaising with other agencies such as police or safeguarding.
15 Alerting nursing staff about any time sensitive patient issues.
16 Ensure property of deceased patients has been documented correctly and transferred to Bereavement Services and to assist with patient valuables working alongside the Trust Security Department.
17 Keep a log of lost and found property and contact family if necessary if property remains on the ward.
18 Scan and send social services referrals, overseas visitors forms, District Nurse referrals and any other referrals.
19 Ensure compliance with data protection legislation.
20 Deal with telephone enquiries and transfer calls to other areas, speciality, and other healthcare professionals. This includes dealing with queries, answering them, and following up where necessary.
21 Track and transfer patients on Careflow system in a timely manner to ensure they are visible in the correct areas.
22 File patients notes correctly in numerical order as per GWH policy and procedure and ready for clinical coding.
23 Maintain the upkeep of patient notes on the units, ensuring all in the correct bed slots.
24 Ensure the appropriate medical paperwork is stocked up for a speedier and more efficient ward round.
25 Provide clerical support during out of hours/weekends and bank holidays. This will require the post holder to be able to work autonomously and work on their own initiative.
26 Support the training of colleagues in all units of the processes and procedures, help to induct new employees to your teams and departments.
27 Order stock for the Units in line with Trust finance procedures.
28 Sort and distribute post to staff and patients.
29 Report and record any maintenance/housekeeping problems using the on-line system.
30 Record bed requests on Nerve Centre for Medical Units and keeping Nerve Centre updated with current bed locations.
31 Attend relevant Unit/Department meetings.
32 Engage in regular 1:1s and yearly performance reviews.
33 Keep up to date with Mandatory Training as per Trust policy.
34 To monitor and reply to emails for/from various sources in a timely manner.
35 To cover Units/other areas other than your own base as per Service Needs.
36 Ad Hoc duties
Job description
Job responsibilities
10 Using planning skills to ensure patients transport requirements are met
11Booking transport using the telephone and E-ZEC on-line booking service. Arranging taxis as and when required on-line/via telephone.
12 Support and work closely with the units nurse coordinator by undertaking various tasks as requested and overseen by to ensure smooth running of each unit.
13 Liaising with ambulance crews and printing patient summary from the Mobimed App.
14 Liaising with other agencies such as police or safeguarding.
15 Alerting nursing staff about any time sensitive patient issues.
16 Ensure property of deceased patients has been documented correctly and transferred to Bereavement Services and to assist with patient valuables working alongside the Trust Security Department.
17 Keep a log of lost and found property and contact family if necessary if property remains on the ward.
18 Scan and send social services referrals, overseas visitors forms, District Nurse referrals and any other referrals.
19 Ensure compliance with data protection legislation.
20 Deal with telephone enquiries and transfer calls to other areas, speciality, and other healthcare professionals. This includes dealing with queries, answering them, and following up where necessary.
21 Track and transfer patients on Careflow system in a timely manner to ensure they are visible in the correct areas.
22 File patients notes correctly in numerical order as per GWH policy and procedure and ready for clinical coding.
23 Maintain the upkeep of patient notes on the units, ensuring all in the correct bed slots.
24 Ensure the appropriate medical paperwork is stocked up for a speedier and more efficient ward round.
25 Provide clerical support during out of hours/weekends and bank holidays. This will require the post holder to be able to work autonomously and work on their own initiative.
26 Support the training of colleagues in all units of the processes and procedures, help to induct new employees to your teams and departments.
27 Order stock for the Units in line with Trust finance procedures.
28 Sort and distribute post to staff and patients.
29 Report and record any maintenance/housekeeping problems using the on-line system.
30 Record bed requests on Nerve Centre for Medical Units and keeping Nerve Centre updated with current bed locations.
31 Attend relevant Unit/Department meetings.
32 Engage in regular 1:1s and yearly performance reviews.
33 Keep up to date with Mandatory Training as per Trust policy.
34 To monitor and reply to emails for/from various sources in a timely manner.
35 To cover Units/other areas other than your own base as per Service Needs.
36 Ad Hoc duties
Person Specification
Qualifications
Essential
- Educated to GCSE level in English and Maths (Level 5 or above / Grade c or above)
Desirable
- NVQ level 3 in Customer Services/Business Administration/Team Leading ECDL or equivalent training and experience
Experience
Essential
- Recent experience in a customer focussed environment
- In-depth administration
- Working knowledge of data protection and confidentiality
- Working to tight deadlines and managing conflict
Desirable
- Knowledge of medical terminology
- To have worked previously in a medical, health or social care environment
- Office Experience (can include administration training)
Person Specification
Qualifications
Essential
- Educated to GCSE level in English and Maths (Level 5 or above / Grade c or above)
Desirable
- NVQ level 3 in Customer Services/Business Administration/Team Leading ECDL or equivalent training and experience
Experience
Essential
- Recent experience in a customer focussed environment
- In-depth administration
- Working knowledge of data protection and confidentiality
- Working to tight deadlines and managing conflict
Desirable
- Knowledge of medical terminology
- To have worked previously in a medical, health or social care environment
- Office Experience (can include administration 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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
