We are looking for a new full-time staff member to join our diverse, energetic and forward-thinking patient coordinator team. You will be the first point of call for patients, so customer service experience is a must, and general practice/ EMIS experience is preferred. The job will be full-time over 4 days, and we offer 5 weeks holiday, entry in NHS pension scheme. You will be required to work across 2 sites.
Main duties of the job
You will be responsible for undertaking a wide range of reception duties and the provision of general support to the multidisciplinary team. Your duties could include, but are not limited to, greeting and directing patients, effective use of the appointment system, booking appointments, processing of information, and assisting patients as required. You will act as the central point of contact for patients (either face to face, via telephone, email, or online systems), the distribution of information, messages, and enquiries for the clinical team, liaising with multidisciplinary team members and external agencies such as secondary care and community service providers. You will undertake regular and relevant training.
About us
We are one GP Practice across 3 sites covering Manchester City Centre, Manchester, and Hulme. We welcome and treat all patients equally irrespective of age, race, religion, disability, gender, HIV status, or sexual orientation. We currently have approximately 16,000 patients on our list. Our practice consists of 4 GP partners, a clinical team consisting of salaried GP, Physician's Associate, Advanced Clinical Practitioner, Practice Nurse, Nursing Associate, HCAs, Pharmacists, and Pharmacy Technicians. You will be working in our patient coordinator team led by the patient services manager and will be supported by our prescriptions manager, registrations manager, and correspondence management team. We are community-minded with a focused care team, outreach team, and a community garden at one site. The practice manager and deputy practice manager oversee the running of the practice.
Job responsibilities
Primary responsibilities:
1. Maintaining and monitoring the practice appointment system
2. Processing personal, telephone, and e-requests for appointments
3. Answering incoming phone calls, transferring calls, or dealing with the caller's request appropriately
4. Signposting patients to the correct service
5. Initiating contact with and responding to requests from patients, team members, and external agencies
6. Data entry of new and temporary registrations and relevant patient information as required
7. Adhering to all policies and procedures of the practice
8. Inputting data into the patients' healthcare records as necessary
9. Directing requests for information (i.e., insurance/solicitors letters and DVLA forms) to the administrative team
10. Managing all queries as necessary in an efficient manner
11. Carrying out system searches as requested
12. Maintaining a clean, tidy, effective working area at all times
13. Monitoring and maintaining the reception area and notice boards
14. Supporting all clinical staff with general tasks as requested
15. Completing opening and closing procedures in accordance with the duty rota
16. Working across two sites as required by duty rota
Secondary Responsibilities:
1. Partaking in audits as directed by the audit lead
2. Actioning incoming emails when necessary
3. Scanning and filing of patient-related documentation and attaching scanned documents to patients' healthcare records
4. Clinical coding of correspondence and adhering to the protocol set out by the practice
5. As required, supporting clinical teams in the management of repeat prescriptions, ensuring they are processed accurately and efficiently
6. Photocopying and laminating documents
7. Ordering and monitoring stationery supplies
Person Specification
Skills
* Excellent communication skills (written and oral)
* Clear, polite telephone manner
* Competent in the use of Microsoft Office, Outlook, and Teams
* Effective time management (Planning & Organising)
* Ability to work as a team member and autonomously
* Good interpersonal skills
* Problem-solving & analytical skills
* Ability to follow policy and procedure
* Polite and confident
* Flexible and cooperative
* Motivated
* Forward thinker
* High levels of integrity and loyalty
* Sensitive and empathetic in distressing situations
* Ability to work under pressure
* Flexibility to work outside of core office hours if required
* Flexibility to work cross-site
Experience
* Experience of working with the general public
* Experience of administrative duties
* Experience of working in a healthcare setting
* Experience of working with online systems (EMIS/Docman)
Qualifications
* Educated to GCSE level or equivalent
* GCSE Mathematics & English (C or above)
* AMSPAR Receptionists Qualification
* NVQ Level 2 in Health and Social Care
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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