Receptionist / Care Coordinator

6 months ago

Peterborough, United Kingdom Hampton Medical Centre Full time

**Reception duties**: Opening up/locking-up of practice premises and maintaining security in accordance with practice protocols. Maintaining and monitoring the practice appointments system. Processing personal and telephone requests for appointments, visits and telephone consultations and ensuring callers are directed to the appropriate healthcare professional. Processing and distributing incoming and outgoing mail.

Taking messages and passing on information. Filing and retrieving paperwork. Processing repeat prescriptions in accordance with practice guidelines. Computer data entry/data allocation and collation; processing and recording information in accordance with practice procedures.

Initiating contact with and responding to requests from patients, other team member and associated healthcare agencies and providers. Providing clerical assistance to practice and Trust staff as required from time to time, including word/data processing, filing, photocopying and scanning. Provision of refreshments for staff and visitors as required; loading and emptying the dishwasher and keeping the kitchen area clean and tidy. Keeping the reception area, notice-boards and leaflet dispensers tidy and free from obstructions and clutter.

**Care Coordinator Duties**: Work with people, their families and carers to improve their understanding of the patients condition and support them to develop and review personalised care and support plans to manage their needs and achieve better healthcare outcomes. Help people to manage their needs through answering queries, making and managing appointments, and ensuring that people have good quality written or verbal information to help them make choices about their care. Support people to understand their level of knowledge, skills and confidence (their Activation level) when engaging with their health and wellbeing, including through the use of the Patient Activation Measure. Assist people to access self-management education courses, peer support or interventions that support them in their health and wellbeing and increase their Activation level.

Support people to take up training and employment, and to access appropriate benefits where eligible. Provide coordination and navigation for people and their carers across health and care services, working closely with social prescribing link workers, health and wellbeing coaches, and other primary care professionals; helping to ensure patients receive a joined up service and the most appropriate support. Work collaboratively with GPs and other primary care professionals within the Primary Care Network to proactively identify and manage a caseload, which may include patients with long-term health conditions, and where appropriate, refer back to other health professionals within the Primary Care Network. Support the coordination and delivery of multidisciplinary teams with the Primary Care Network.

Raise awareness of how to identify patients who may benefit from shared decision making and support PCN staff and patients to be more prepared to have shared decision making conversations. Explore and assist people to access a personal health budget where appropriate. Work with people, their families, carers and healthcare team members to encourage effective help-seeking behaviours; Support Primary Care Network in developing communication channels between GPs, people and their families and carers and other agencies; Identify unpaid carers and help them access services to support them; Conduct follow-ups on communications from out of hospital and in-patient services; Maintain records of referrals and interventions to enable monitoring and evaluation of the service; Support practices to keep care records up-to-date by identifying and updating missing or out-of-date information about the persons circumstances; Contribute to risk and impact assessments, monitoring and evaluations of the service; Work with commissioners, integrated locality teams and other agencies to support and further develop the role.

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