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Patient Services Care Co-ordinator
3 months ago
The duties and responsibilities to be undertaken by members of the practice reception and administration team may include any or all of the items in the following list.
Duties may be varied from time to time under the direction of the PST manager dependent on current and evolving practice workload and staffing levels.
Provide excellent customer care, demonstrating empathy; patience and a holistic approach to client/patient care, with commitment to follow-through of care plans and building effective working relationships.
Maintain and monitor the practice appointments system.
Process personal and telephone requests for appointments, visits and telephoneconsultations and ensure callers are directed to the appropriate healthcare professional.
Take details of home visits, record, action and pass on to the appropriate member of staff as per the Practice guidelines.
Deal with urgent phone calls as per Practice guidelines. Register patients for on-line services. Computer data entry/data allocation and collation, plus processing and recording of information in accordance with Practice procedures. Update patients personal details.Initiate contact with and respond to requests from patients, other team members and associated healthcare agencies and providers. Take in urine and other samples and deliver to the appropriate place. Provide clerical assistance to Practice staff, including photocopying and scanning. Deal appropriately with any forms handed in by patients.
Keep the reception and administration area tidy and free from obstructions and clutter. Record blood pressure readings on the patients notes, dealing with any high readings as per Practice protocol. Hand out any correspondence to the patients. Collect any money (cheque or cash) from patients for services provided, issuing receipts, and recording on the computer.
Provide an efficient scanning service.
Support the development of an effective patient navigation across the partnership Triage calls, directing and signposting clients/ patients appropriately to relevant personnel/ services Provide communication skills, with the ability to communicate in writing (letters and electronically) and verbally with a wide range of providers and users of services, including patients; carers; voluntary; social; primary and secondary care providers Working with social prescribing have access to a directory of information about services to point and signpost patients to the most appropriate source of help, advice, and support.
Understand, and share health promotion information whilst using this information to support patients who might benefit from these services and to signpost accordingly.
Keep accurate records of all client/patient contacts, using the organisation databases and templates as directed, updating as necessary Understand the common needs and safeguarding issues of vulnerable patient groups, including the elderly; housebound and those with long-term conditions, including physical and mental disabilities.
Supporting further development of care navigation across the partnership Assist in the training of other colleagues where appropriate To be noted: This is not an exhaustive list of duties and responsibilities, and the post holder may be required to undertake other duties, which fall within the grade of the job, in discussion with the manager.
