Patient Services Coordinator

2 weeks ago

BurnhamonSea, Somerset, United Kingdom Symphony Healthcare Services Limited Full time
About the Role

We are seeking an experienced Patient Services Advisor to join our team at Symphony Healthcare Services Limited. As a key member of our administration team, you will be responsible for providing exceptional patient care and administrative support to our medical centre.

Key Responsibilities
  • Provide administrative and reception duties, ensuring a high level of customer service to patients, clinical staff, and colleagues.
  • Receive, assist, and direct patients in accessing the appropriate service or healthcare professional, and undertake various administrative tasks to support the smooth running of the practice.
  • Identify and book appointments and home visits in line with practice protocols, including cross-organisation bookings.
  • Search for, register, and book patients onto the computer system as they present at the desk.
  • Deal with enquiries, signposting, and requests from patients, relatives, clinical teams, hospitals, pathology, and work colleagues.
  • Manage distressed or aggressive patients safely and appropriately.
  • Prioritise patients in need of urgent medical attention and direct them to the correct clinical intervention or appointment.
  • Deal with emergency calls and follow protocol for dialling 999 as required.
  • Maintain an overview of waiting areas, informing patients of any known delays and ensuring the area remains tidy.
  • Follow up hospital appointments, test results, and act upon messages from the medical team.
  • Record visit requests and alert the duty doctor according to practice policy.
  • Receive urgent results from the pathology department, liaise with the GP, and contact patients with information.
  • Handle specimen samples from patients appropriately.
  • Open and lock the practice premises, maintaining security in accordance with practice protocols.
  • Ensure the telephone system is transferred correctly to the out-of-hours message.
  • Perform general daily administration tasks, such as scanning, filing, retrieving paperwork, photocopying, and faxing.
  • Deal with and respond to post and general emails in a timely manner, and fax or email urgent requests to the hospital.
  • Hand completed repeat prescriptions to patients and check their name and address.
  • Handle patient complaints by providing relevant information and informing the Practice Manager.
  • Input and alter computer records, including changes of address, message books, and other administrative tasks.
  • Complete new patient registration processes as requested and with appropriate training.
  • Act as a chaperone (following relevant training).
  • Assist in contacting patients who fall into target areas as requested.
  • Advise patients of relevant charges for private services and accept payments or issue receipts.
  • Clear and re-stock consulting rooms, including stationery and prescription paperwork.
  • Keep all areas of the building, noticeboards, and leaflet dispensers tidy.
  • Attend ancillary and other staff meetings and training courses as required.
  • Participate in an annual appraisal.
  • Assist with providing cover for colleagues' absences (leave and sickness absences).
  • Support the induction and training of new staff as directed by the Practice Manager or Lead.
  • Offer general support to the practice and project a positive and friendly image to patients and other visitors.
  • Assist with any other duties required to ensure the smooth running of the practice.
  • Liaise with patients and pharmacies regarding prescription queries and requests as required.
Person Specification

Knowledge and Skills

  • Computer literate and good keyboard skills.
  • Ability to listen carefully and communicate effectively and sensitively to patients and staff at various levels.
  • Excellent organisational skills.
  • Strong attention to detail and the ability to transfer accurate information.
  • Work well under pressure.
  • Use own initiative within clear boundaries, seeking advice when necessary.
  • Demonstrate enthusiasm and a strong sense of teamwork.
  • Ability to complete tasks to a high standard with frequent interruptions.

Desirable

  • Knowledge of the NHS/General Practice.
  • Knowledge of medical terminology.

Qualifications

  • English & Maths GCSE or equivalent (grade A*-D/ grade 9 to 3).

Experience

  • Experience of working within a team.
  • Recognise the significance of different situations (including emergencies) and take appropriate action, following standard policies and procedures.

Desirable

  • Experience of working in a customer-focused environment.
  • Experience of working within an administration team.
  • Experience of working in the NHS or similar healthcare setting.

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