Patient Services Coordinator

2 weeks ago

Cleckheaton, United Kingdom Cleckheaton Group Practice Full time

**Job Summary**

The Patient Services Co-Ordinator will be expected to develop, organise and manage the day-to-day delivery of services to our patients including the reception area of the practice. The post holder will implement agreed policies and assist the practice manager with the implementation of new services to ensure the quality and efficiency of services that we deliver. The post holder is responsible to the Practice Manager, but will also liaise closely with all the partners, Business Manager, nursing team and admin team.

**Main Responsibilities**

The following are the core responsibilities of the Patient Services Co-Ordinator. There may be on occasion, a requirement to carry out other tasks; this will be dependent upon factors such as workload and staffing levels:

- To ensure that existing reception and administrative systems are functioning efficiently.
- To monitor these systems and make suggestions for improvement
- To maintain the timetabling arrangements for all clinical appointments. This will include:
1. The timely production of rotas for all clinical and attached staff working at the practice

2. Ensuring that there is enough cover when any clinical staff are absent

3. Ensure that the duty rota is maintained and that there is sufficient cover

4. Help with induction of medical students

5. Manage the holiday rotas for all staff

6. To routinely monitor and assess practice performance against patient access and demand management targets.
- To disseminate information to the whole practice team
- Ensure an effective and efficient service is provided to patients and any other visitors to the practice.
- Ensuring that all public areas, reception area, waiting room areas and consulting rooms are kept safe and tidy at all times, as per Health and Safety guidelines
- Booking, cancelling, amending appointments. Including taking basic clinical details and signposting patients requesting same day appointment.
- To be aware of confidentiality at all times; ensuring only the relevant correct information is given to patients and outside agencies such as secondary care, police and carers, etc.
- Monitoring and processing of SystmOne tasks daily, ensuring they are completed effectively and in a timely manner.
- Distribution of pathology results to responsible clinicians.
- Referring patients to community services, for example, District Nurses
- Searches, reporting and audits, including Patient Safety Alerts
- Using SystmOne and Ardens templates
- Liaising with IT in relation to hardware and software faults
- Work with Lead Receptionist to publish all rotas, including room rotas, GP rotas, reception rotas.
- Assist with QoF, ensuring targets are met
- Assist with the Recall for LTCs and use the Ardens templates
- Reviewing and recalling patients who are due or overdue for reviews, including long term conditions, drug monitoring
- Work closely with the Practice Manager to assist with admin duties such as producing Searches, Reports, managing Safety Alerts, Staff Training, Health and Safety procedures, updating practice protocols and policies, monitoring
- CQC monitoring
- Assist the Practice Manager with implementing new programmes and processes.
- To implement the practice complaints procedure, assisting in managing complaints as required.
- To ensure that patient satisfaction is maintained at every opportunity and to provide opportunities for regular feedback including the implementation of patient surveys.
- Assist with induction of new staff and to implement practice confidentiality policy and to ensure training for all staff is included as part of their induction and that regular updates take place.
- To undertake reception duties as per weekly rota and to cover in the case of unplanned absence of reception staff
- Along with Lead Receptionist, regularly review and monitor the skills mix of the reception staff on a regular basis
- To organise staff training as per required guidelines
- To assist the practice manager with the recruitment and retention of reception staff

**Strategic Planning**
- To adopt a strategic approach to the development and management of patient services.
- To monitor the services being offered to patients. This will involve working with the Practice Manager to ensure delivery of specific services.
- To assist with the delivery and planning of the annual flu campaign.
- To set objectives for the reception team and evaluate progress, oversee implementation of objectives and identify any barriers to reaching these objectives.
- Foster an environment within the team that supports staff development, encourages ideas, and takes account of staff opinions
- Working closely with the managers and partners of the practice to ensure that the practice meets quality indicators and targets (including the Quality and Outcomes Framework, Care Quality Commission, key performance indicators and other quality monitoring measures.)
- Along with the Practice Manager, work with regard to improvin

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