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Patient Services Coordinator

7 months ago

Castle Cary, United Kingdom Millbrook Surgery Full time

As a Patient Services Coordinator you will play a crucial role in ensuring the smooth and efficient operation of the front desk and administrative functions within the Practice. You will work in a fast-paced environment and communicate effectively with a wide range of stakeholders. This role is one of the most important in the practice, providing the link between patients and clinicians and taking responsibility for ensuring a positive experience for our Patient.

**Job duties**

**Leadership**:

- Become a Shift Leader responsibilities to include:

- Allocating incoming AskmyGP requests
- Acting as a point of contact for clinicians with queries
- Ensuring all bookable appointments available are utilised on the day
- Scheduling break times to ensure adequate cover, if necessary
- Check CCAS slots on EMIS and creating askmyGP requests for patients who have been booked in by OOH
- Take responsibility for the effective completion of work during the shift, escalating any challenges to senior management
- Handover to the next shift leader (morning shift only)
- Ensuring urgent requests and lock-up is completed (afternoon shift leader only)
- Supporting the creation and introduction of administrative protocols and inspiring positive change to maximise efficiency.
- Contribute to key quality improvement projects and new initiatives to promote continuous improvement, achieve practice objectives and provide patients with the most effective care.
- Represent the Patient Services team at Practice and PCN MDT huddles.
- Actively participating in the leadership and training of administrative team members. This may include attending additional training courses and staying up to date with general practice protocols.
- Display flexibility to adapt and take on new responsibilities as and when they arise in line with the Practice development plans.
- Display flexibility and willingness to take on new duties from day to day in line with practice workload.
- Be open to change and professional development, learning new skills and participating in training courses.

**Reception and Patient Relations**:

- To create a welcoming and friendly environment for patients when they are in the surgery, by overcoming communication barriers and treating patients with compassion and respect.
- Create and manage AskmyGP requests through active signposting. Supporting the source the best possible care at the optimal time, whether that be from another provider or within the practice.
- Liaise with patients through a variety of communication channels, to resolve queries and signpost them to the most appropriate service.
- Registering new regular and temporary patients, in accordance with Practice guidelines.
- Requesting repeat prescriptions on behalf of patients, in line with relevant protocols.
- Work closely with the clinicians to ensure that patient care runs seamlessly through every area of the surgery.
- Co-ordination of electronic patient records, updating with clinical documents and any action taken regarding patient care.
- Management of paper medical records, including organising and maintaining the filing system as well as retrieving paper records when required, whilst upholding Data Protection and Patient Confidentiality regulations.
- Ensuring accuracy of clinical documents/referrals and transmitting appropriately, whilst complying with local and national referral guidelines.
- Liaising with outside organisations, such as secondary and community care providers, to ensure continuity of care whilst upholding the reputation of the practice.
- Support the Data Manager and QOF team in achieving key targets by booking appointments and managing patient invitations for services.
- Manage incoming post and documentation, coding documents and ensuring follow up actions are complete.

**Person specification
- Experience, Knowledge and Skills**

**Essential**
- Previous experience of working in a similar role within a Primary Care setting
- Experience of working as part of a multi-disciplinary team
- The ability to manage time effectively and be able to work on several tasks at once, prioritising the most important to achieve the best outcomes for our patients
- Excellent accuracy and attention to detail
- Good problem-solving skills to enable the practice to work efficiently and effectively
- IT Literate, with the ability to work with a number of different systems containing confidential information
- Positive attitude towards change and participating in development programmes, willingness to undertake further training to learn new skills
- Experience of working in an environment which is governed by a large range of internal and external policies that have an impact on the day to day running of the organisation.

**Desirable**:

- Experience of using clinical systems such as EMIS and askmyGP

**What can we offer you?**
- A friendly, welcoming and encouraging environment where you will be valued.
- Opportunity to share your ideas and suggesti