Healthcare Services Coordinator

4 weeks ago

Scarborough, North Yorkshire, United Kingdom Scarborough Medical Group Full time

Position Overview

The primary objective of this role is to:

Provide support, guidance, and assistance to patients, their families, caregivers, or healthcare organizations seeking to utilize our services.

Welcome, assist, and direct patients in accessing the appropriate services or healthcare professionals in a polite, efficient, and effective manner.

Perform a range of administrative tasks to ensure the seamless operation of the practice.

Enhance communication between patients, members of the primary healthcare team, secondary care, and other relevant healthcare organizations.

Exhibit a positive and approachable image of the practice to patients and visitors, whether in person or through other communication channels.

Key Responsibilities:

  • Address patient inquiries and deliver exceptional customer service.
  • Manage and oversee the practice's appointment scheduling system.
  • Process requests for appointments, visits, and telephone consultations, ensuring callers are directed to the appropriate healthcare professional or that the correct appointment type is scheduled.
  • Gather accurate information from patients wishing to register with the practice and ensure proper registration in the clinical system.
  • Maintain electronic connections between the practice and the registering health authority in accordance with established protocols.
  • Scan patient correspondence and attach relevant documents to patient records in the clinical system.
  • Update patient data sharing preferences in line with policy and guidelines.
  • Handle incoming and outgoing mail efficiently.
  • Take messages and relay information to practice team members, ensuring all necessary details are collected.
  • Accurately input blood test requests from healthcare professionals into the electronic requesting system.
  • Organize and retrieve paperwork as needed.
  • Process repeat prescriptions following practice protocols.
  • Conduct data entry and information recording in accordance with practice procedures.
  • Initiate contact with and respond to requests from patients, team members, and associated healthcare organizations.
  • Provide clerical support to practice staff as required, including word processing, filing, photocopying, and scanning.
  • Communicate patient results to patients or their designated representatives.
  • Open and secure practice premises, maintaining safety protocols.
  • Ensure reception and waiting areas are tidy and organized.
  • Manage deliveries of general supplies to the practice promptly.
  • Provide coverage for team members as needed.
  • Perform any other relevant tasks as requested by management.

Confidentiality:

  • Patients entrust us with sensitive information regarding their health and personal matters. They expect staff to respect their privacy and handle information appropriately.
  • During the performance of duties, the post-holder may access confidential information related to patients, their caregivers, practice staff, and other healthcare workers. All such information must be treated as strictly confidential.
  • Information regarding patients, caregivers, colleagues, or the practice's business may only be disclosed to authorized individuals according to practice policies and procedures regarding confidentiality and data protection.

Health & Safety:

The post-holder will assist in promoting and maintaining health, safety, and security as defined in the practice's health and safety policy and procedures. This includes:

  • Utilizing personal security systems within the workplace as per guidelines.
  • Identifying risks associated with work activities and managing them appropriately.
  • Effectively using training to enhance knowledge and skills.
  • Implementing infection control procedures and maintaining a clean and safe work environment.
  • Reporting health and safety hazards immediately upon recognition.
  • Keeping work areas and patient areas clean and organized.
  • Participating in periodic infection control training.
  • Reporting potential risks identified.

Equality and Diversity:

The post-holder will support the equality, diversity, and rights of patients, caregivers, and colleagues, including:

  • Acting in a manner that recognizes the importance of individuals' rights and interpreting them consistently with practice policies and current legislation.
  • Respecting the privacy, dignity, needs, and beliefs of patients, caregivers, and colleagues.
  • Behaving in a welcoming, non-judgmental manner that respects individual circumstances and feelings.

Personal/Professional Development:

The post-holder will engage in any training programs implemented by the practice, including:

  • Participating in annual performance reviews and maintaining a record of personal and professional development.
  • Taking responsibility for personal development and demonstrating skills to others in similar roles.

Quality Assurance:

The post-holder will strive to maintain quality within the practice by:

  • Alerting team members to quality and risk issues.
  • Assessing personal performance and taking accountability for actions.
  • Contributing to team effectiveness by reflecting on activities and suggesting improvements.
  • Collaborating with individuals in other agencies to meet patient needs.
  • Effectively managing time, workload, and resources.

Communication:

The post-holder should recognize the significance of effective communication within the team and will strive to:

  • Communicate effectively with team members.
  • Engage with patients and caregivers effectively.
  • Recognize and respond to individuals' needs for alternative communication methods.

Service Implementation:

The post-holder will:

  • Apply practice policies, standards, and guidance.
  • Discuss how policies and standards will affect their work with team members.
  • Participate in audits as appropriate.

Policy and Service Development Implementation:

  • Comply with practice policies and procedures as outlined in the staff handbook.

Financial and Physical Resource Management:

  • Manage the private fees process for patients, ensuring adherence to procedures.
  • Liaise with IT support services for equipment repairs.

Human Resource Responsibilities:

  • Assist in training new staff as required.
  • Provide coverage for annual leave or sickness as necessary.
  • Attend mandatory training sessions and undertake additional training as needed.

Freedom to Act:

  • Follow standard operating procedures and guidelines.
  • This job description outlines the principal duties of the post, with the understanding that additional duties may be assigned as needed.

Safeguarding:

  • Maintain awareness of signs and symptoms of abuse in children through regular training.
  • Familiarize oneself with relevant safeguarding policies and procedures, taking appropriate action when necessary.

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