Patient Care Coordinator
7 months ago
**PREVIOUS APPLICANTS SHOULD NOT APPLY**
- “Care co-ordinators help to co-ordinate and navigate care across the health and care system, helping people make the right connections, with the right teams at the right time. Support people to become more active in their own health and care and are skilled in assessing people’s changing needs. Care co-ordinators are effective in bringing together multidisciplinary teams to support people’s complex health and care needs. Care co-ordinators can be an effective intervention in supporting people to stay well particularly those with long term conditions, multiple long-term conditions, and people living with or at risk of frailty” Reference: NHS England_
**Important information about this post**
**This is a fast paced, complex, multi-tasking reception role. A great deal of motivation, initiative and common sense required. We are looking for a dedicated, hard working person who is a team player and likes a challenge.**
We are looking for someone to work as part of a team within the reception department, providing essential support to various members of the practice and being first contact for patients. You must have an excellent telephone manner, strong communication skills, the ability to learn quickly and be able to deal with challenging/demanding/fast paced situations. Team work is key in this role. Attention to detail and fast/accurate keyboard skills are essential. This is a very active role. Full training and support provided in-house.
As well as dealing with patients, there is contact with many other outside agencies such as the UEA, hospitals, ambulance service, pharmacies and internal staff. Helping to maintain a close and efficient working relationship between all as appropriate, whilst adhering to GDPR (data protection) and confidentiality. Assist with appropriate management of patient appointments into a variety of doctor, nursing and external clinics, deal with enquiries, assist with medication management (requests, queries etc), signposting where appropriate to other NHS services, process new patient registrations and other administrative duties.
The UEA Medical Centre is an independent NHS GP practice, situated on the campus of the University of East Anglia about 4 miles to the West of the centre of Norwich. As well as being a PMS practice within NHS Norfolk, offering all normal NHS requirements, we provide many additional services to the university. We are a member of the Norwich Primary Care Network and have attached staff from the PCN also providing support/services to our patients. We look after circa 20,000 patients.
**Hours**
Full-time (37.5 hours per week)
Monday - Friday, various shift patterns between 7.45am - 6.30pm
Occasional Saturday mornings
**Salary Scale**
£22,308 - £25,350 per annum
(£22,308 training rate for the first 6 months, rising to £23,302 (£11.95 ph) after satisfactory probation period)
**Interviews**:ASAP
**Start date**:Immediate
**Key Skills Required**
- 5x GCSEs at grade C (5+) or above, must include Maths and English - essential
- Experience dealing with public - essential
- Experience with computers - essential
- Previous clerical experience - desirable
- Previous reception experience - desirable
**Personal Qualities Required**
- Enthusiasm and motivation
- Pleasant telephone manner
- Ability to learn quickly
- Attention to detail and accuracy
- Ability to work unsupervised
**Duties and Responsibilities**
- To support the practice, coordinating/signposting patients to the most appropriate clinician/service for their condition
- To coordinate multi-disciplinary working within the practice and to facilitate onward referrals to external services as appropriate
- Key holder - opening premises and setting up reception for the day, close down and lock up
- Dealing with patient queries and requests over the phone and face to face in reception
- Booking patients into various types of doctor and nurse clinics for routine and urgent appointments, plus booking of additional service clinics (physio, mental health nurse, dietician, pharmacist, Covid clinics etc) sending clinical questionnaires, text messages accordingly
- Use initiative to decide the most appropriate appointment type for each patient enquiry
- Answering general enquiries, explaining surgery procedures, transferring and directing phone calls around the practice as appropriate, taking and delivering messages promptly, dealing with tasks (internal message) correspondence
- Receiving and directing patients on arrival in a courteous and efficient manner as appropriate
- Repeat prescription management - taking and processing requests for repeat prescriptions. Reviewing usage and processing within administrative guidelines
- Workflow (ie scanning, data input) of documents relating to patient medical records
- Updating patient contact information and entering data onto medical records
- Registering new patients and temporary residents including enterin
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