We are seeking a highly motivated and enthusiastic part-time Patient Coordinator to join our team at Ash Grove Medical Centre.
You will work closely with our team members to provide our patients with the highest standards of care.
The position is for 21 hours as follows:
1. Monday 8.00am until 6.00pm
2. Wednesday 8.00am until 2.00pm
3. Thursday 12.00pm until 6.00pm
Flexibility is essential for this role, and the successful applicant will be expected to cover their fair share of annual leave and sickness cover within the team.
Interviews will be held on the following days:
Tuesday 10 December
Main Duties of the Job
Duties include:
* Receiving incoming calls, online requests via PATCHS and email, greeting patients at the reception desk, and ensuring patients are care navigated to the most appropriate service.
* Acting as a focal point for patients, establishing working relationships with colleagues, the primary health care team, and visitors.
Candidates must have strong communication skills, be able to prioritize workload, be a reliable individual, and have a willingness to learn.
About Us
Ash Grove Medical Centre is CQC rated 'Good' across all five areas. We are a large GP Practice with 13,000 patients based in Knottingley, with a branch surgery in Eggborough.
Ash Grove Medical Centre is led by four GP Partners working alongside the Practice Manager.
Our clinical team is supported by a Salaried GP, three Advanced Clinical Practitioners, one Advanced Nurse Practitioner, two practice nurses, and three Health Care Assistants.
We have a large non-clinical team of 12 patient coordinators, an administrative team, and prescription administrators.
Job Responsibilities
The Patient Coordinator will be the focal point of communication between the patients, doctors, and other clinical and non-clinical staff. This encompasses dealing with incoming calls from external organizations, the general public, and patients; dealing with queries, appointments, and reception desk cover. The role also has responsibility for dealing with prescriptions, GP liaison, and instructions.
Main Duties and Responsibilities
* Ensure that confidentiality is maintained at all times.
* Receive incoming calls, emails, and online requests from patients; deal with inquiries; care navigate patients to the most appropriate service; book appointments; record in patient notes any messages and pass on to the appropriate doctor; take requests for home visits and sick note requests.
* Contact patients via telephone, text, email, or letter to arrange any follow-ups as requested by the clinicians or management.
* Receive patients at the reception desk, marking their arrival on the computer; make appointments as requested; hand out prescriptions, pathology forms, and deal with any queries that may arise.
* Carry out the partners' instructions and requests.
* All staff are required to take their share in providing cover when necessary for colleagues who may be absent as a result of holidays or illness.
* Accept specimen samples at the reception desk.
* Register new patients and temporary patients on the system.
* Maintain a smart appearance and be helpful wherever possible.
* All staff should be conversant with and adhere to all written guidelines and protocols provided and available in particular: The Health and Safety Manual, the In-house Complaints Procedure, the Fire/Alarm Procedures and all protocols that relate to their specific role.
Extra Duties and Responsibilities
* Arrange patient transport as and when necessary.
* Book in patient long-term condition reviews.
* Target outstanding QOF and arrange for this to be completed.
* Liaise with colleagues and ensure handover is carried out.
* Retrieve and file patient records as requested.
* Ensure the reception front desk and waiting area is clean and tidy at all times.
* All patient identifiable data is locked away at the end of the day.
Organisational and Statutory Requirements
The Post Holder must be aware of the responsibility placed on him/her under the Health & Safety at work Act 1974 and ensure that agreed safety procedures are carried out in order to maintain a safe environment for employees, patients, and visitors.
All employees should understand that it is their personal responsibility to comply with all other organizational and statutory requirements e.g. Confidentiality, Equal Opportunities, Child Protection, The In-house Complaints Procedure, Fire Alarm Protocols, and all protocols that relate to their specific role etc.
Other Information
* Overtime, to cover annual leave and sickness, is an essential part of the job and will be required.
* Annual leave starting at five working weeks, calculated in hours (pro rata for part-time employees). Following completion of one full calendar year (Jan-Dec), your annual leave will increase by 1 day per year until a maximum of six weeks is reached.
* Employees are expected to attend our Mandatory Training sessions which take place each month.
Confidentiality
In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately.
In the performance of the duties outlined in this job description, the post-holder may have access to confidential information relating to patients and their carers, practice staff, and other healthcare workers. They may also have access to information relating to the practice as a business organization. All such information from any source is to be regarded as strictly confidential.
Information relating to patients, carers, colleagues, other healthcare workers, or the business of the practice may only be divulged to authorized persons in accordance with the practice policies and procedures relating to confidentiality and the protection of personal and sensitive data.
Health & Safety
The post-holder will assist in promoting and maintaining their own and others' health, safety, and security as defined in the practice Health & Safety policy, the practice Health & Safety manual, and the practice Infection Control policy and published procedures. This will include:
* Using personal security systems within the workplace according to practice guidelines.
* Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks.
* Making effective use of training to update knowledge and skills.
* Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards.
* Actively reporting health and safety hazards and infection hazards immediately when recognized.
* Keeping own work areas and general/patient areas generally clean, assisting in the maintenance of general standards of cleanliness consistent with the scope of the job holder's role.
* Undertaking periodic infection control training (minimum annually).
Equality and Diversity
The post-holder will support the equality, diversity, and rights of patients, carers, and colleagues, to include:
* Acting in a way that recognizes the importance of people's rights, interpreting them in a way that is consistent with practice procedures and policies, and current legislation.
* Respecting the privacy, dignity, needs, and beliefs of patients, carers, and colleagues.
* Behaving in a manner that is welcoming to and of the individual, is non-judgmental, and respects their circumstances, feelings, priorities, and rights.
Personal/Professional Development
The post-holder will participate in any training program implemented by the practice as part of this employment, such training to include:
* Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development.
* Taking responsibility for own development, learning, and performance and demonstrating skills and activities to others who are undertaking similar work.
* Mandatory training must be completed when due, and certificates produced for HR file.
Quality
The post-holder will strive to maintain quality within the practice, and will:
* Alert other team members to issues of quality and risk.
* Assess own performance and take accountability for own actions, either directly or under supervision.
* Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the team's performance.
* Work effectively with individuals in other agencies to meet patients' needs.
* Effectively manage own time, workload, and resources.
Communication
The post-holder should recognize the importance of effective communication within the team and will:
* Communicate effectively with other team members.
* Communicate effectively with patients and carers.
* Recognize people's needs for alternative methods of communication and respond accordingly.
Contribution to the Implementation of Services
The post-holder will:
* Apply practice policies, standards, and guidance.
* Discuss with other members of the team how the policies, standards, and guidelines will affect own work.
* Participate in audit where appropriate.
Person Specification
Qualifications
* GCSE grade 9-4 (A-C) in English and Maths.
Experience
* Experience of working within a team.
* Excellent communication skills both verbal and non-verbal.
* Proactive individual.
* Experience of working in a GP Practice.
* Knowledge of primary care.
Knowledge and Skills
* Polite, confident, flexible, and cooperative.
* Excellent interpersonal, verbal, and written communication skills.
* Motivated and forward thinker.
* Ability to be self-motivated.
* Experience of SystmOne/Ardens.
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.
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