Patient Care Coordinator

2 weeks ago

London, Greater London, United Kingdom Chelsea and Westminster Hospital NHS Foundation Trust Full time

Patient Care Coordinators are the first point of contact for patients calling or entering our buildings and maintain professional, mature conduct at all times especially when patients are anxious or distressed and require an empathetic communication style.


The main focus of the role is working on our Reception areas at both 56 Dean Street and Dean Street Express.

We also run our own Call Centre on site, which you will rotate to. Administration responsibility includes clinical coding on our healthcare software.

We have three late evening clinics per week and open on Saturday's


You will be someone who will ensure that the patient experience is prioritised at all times and who would welcome the chance to assist in taking the services forward as part of a friendly multidisciplinary team.

The postholder will ensure that all patient data is entered into the EPR in a timely and accurate manner.

This will include close liaison with the multidisciplinary team of Medical staff.

Key working relation relationships

Multi skilled team of Doctors,

Nurses

Health Advisers in both services

Administration teams with 10HB and Dean Stree


Chelsea and Westminster Hospital NHS Foundation Trust provide services from two main hospitals, Chelsea and Westminster Hospital and West Middlesex University Hospital, and a number of clinics across London and the South-East.

We have nearly 7,000 members of staff that are PROUD to Care for nearly one million people.

Both hospitals provide full clinical services, including full maternity, emergency and children's, in addition to a range of community-based services across London, such as award-winning sexual health and HIV clinics.

We're one of the best performing Trusts in the country.

We're also one of the top trusts to work for - our staff says they're engaged, motivated, and would recommend us as a place to work and receive treatment.


Our Trust has been rated by the Care Quality Commission as 'Good' in all five of the main domains of safe, effective, caring, responsive and well-led, giving an us overall rating of 'Good'.

We've also been awarded an 'Outstanding' rating for 'use of resources' by an NHS Improvement inspection.

Our facilities are some of the best in the country. We have been investing significant Capital year on year in our estate.

We have recently completed a £30m expansion of our adult and neonatal critical care facilities at Chelsea and Westminster and are planning an ambitious £60m development of an Ambulatory Diagnostics Centre at West Middlesex.

To receive all patients and other visitors into the department in a professional, polite and friendly manner.


To work in our Call Centre on a shift/rotational basis answering calls from patients, booking appointments or referring to clinical staff.

To code patients after attendance for income and public health statistics.


To advise patients of current and approximate waiting times in liaison with nursing and medical team and ensure patients are made aware of any relevant information.

When on reception, update pt. DNA's and attend patients using the Cerner, and GUM EPR systems.

To enter all new patients' full details accurately onto appropriate systems


To be responsible for maintaining accurate patients' demographic detail and report any duplicate patient registrations to the Service Delivery Manager.

To manage all calls efficiently and professionally within the identified performance standards.

To note any change in circumstances e.g. GP contact details and addresses are entered onto EPR. Check with the patient at every visit that all the above information is accurate

To accurately attend all GUM patients as a new, follow up, reschedule or rebook based on their last visit.

To accurately process all new HIV patients onto Cerner under a medical number.

To effectively diffuse difficult situations with patients and refer to the Reception Supervisor or Nurse in Charge.

To arrange and book any additional services that may be required by patients attending the clinic e.g. transport or interpreting services.


To maintain patient confidentiality at all times, keeping patients' information private and only allowing access to it by authorised staff.

Responsible for ensuring that all clinics are encountered, and RTT outcomes are recorded.

To take part in audits of outpatient activity as required.

To work a flexible Rota system for the Service, including late clinics and weekends where necessary and providing clerical support to other directorate services where needed

Undertake other administration and reception duties at the discretion of the Clinic Manager.

Contribute to Service development of the HIV/GUM Directorate e.g. being involved in multi-disciplinary audit/development groups

Please see attached job description and person specification to this advert for further details.

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