Patient Care Coordinator

3 weeks ago

Leeds, Leeds, United Kingdom St Martins Practice Full time

Position Overview

What is St Martins Practice?

At St Martins Practice, our dedicated patient support team serves as the initial point of contact for all individuals seeking assistance, whether through telecommunication, in-person interactions, or digital platforms. Our team embodies a welcoming presence, characterized by a friendly demeanor and a proactive approach. We are deeply familiar with our community and the array of services available, demonstrating genuine care for our patients. The primary objective of this role is to enhance the patient experience, ensuring that all requests for appointments or support are handled efficiently while providing exceptional service.

Key Responsibilities

What will you be responsible for?

  • Representing the practice with professionalism, courtesy, and compassion.
  • Managing a high volume of incoming calls from patients, addressing inquiries promptly and courteously, in accordance with established protocols.
  • After receiving appropriate training, utilizing various questioning techniques to accurately assess patient needs and direct them to the suitable care or professional.
  • Performing a variety of administrative tasks, including patient registrations and prescription management.
  • Efficiently utilizing our clinical management system.
  • Overseeing the opening and closing of the facility.
  • Addressing any additional reasonable tasks as required by the team.

Candidate Profile

  • You possess a warm, approachable demeanor, making every interaction engaging.
  • You thrive in environments where you can support individuals from diverse backgrounds and age groups.
  • You maintain a positive, can-do attitude.
  • You excel in fast-paced settings where accuracy and efficiency are paramount.
  • You are eager to be part of a supportive and trustworthy team.

Desired Skills and Attributes

  • Proficient in IT and enjoy utilizing technology.
  • Able to comprehend and evaluate both written and verbal information to make informed decisions.
  • Capable of adapting communication styles to suit the needs of various individuals, particularly those who may be anxious or unwell.

About Our Team

The patient support team, consisting of eight care coordinators, is known for its friendly, supportive, and well-organized environment. Comprehensive training is provided upon recruitment, with ongoing development opportunities available. Regular team meetings foster collaboration. Care coordinators play a crucial role in guiding patients to a wide range of appointments with various healthcare professionals, ensuring that their needs are met effectively. Our practice has a long-standing commitment to serving the community, having recently transitioned to a modern facility designed to enhance patient care.

Job Responsibilities

Overview/Purpose

The Patient Care Coordinator serves as the first point of contact for patients reaching out to us, whether via phone, in-person, or through our online services. The role is focused on optimizing the patient journey, ensuring that all requests are managed effectively while delivering top-notch service.

Core Competencies

  • Service Orientation: Prioritizes customer needs and treats them with utmost importance.
  • Reliability: Demonstrates consistent performance without instances of subpar work.
  • Effective Communication: Communicates information clearly and effectively, with the ability to absorb and assess written information.
  • Team Collaboration: Functions as an effective team player, understanding both personal and team roles.
  • Flexibility: Committed to continuous learning and adapting to new ways of working.
  • Organizational Skills: Capable of managing one’s own workload with necessary support.
  • Problem Solving: Seeks appropriate assistance for challenges and resolves routine issues independently.

Care Coordination Duties

Responsibilities include:

  • Handling a high volume of patient calls efficiently and courteously, adhering to best practices.
  • Documenting patient interactions accurately within the clinical system.
  • Utilizing various questioning techniques to understand patient needs and direct them to the appropriate care.
  • Identifying urgent issues and following established protocols for escalation.
  • Building and maintaining strong relationships with team members and healthcare professionals.
  • Developing a comprehensive understanding of services offered within the practice and the broader healthcare community.
  • Responding to instructions and inquiries from clinicians and external agencies appropriately.

Administrative Responsibilities

This role also encompasses various administrative tasks, including:

  • Covering the reception area and addressing patient inquiries in person.
  • Timely actioning of tasks within the clinical system.
  • Registering new patients.
  • Scanning correspondence into patient medical records.
  • Processing repeat prescription requests.

General Responsibilities

Additional duties include:

  • Understanding and utilizing the telephone and clinical systems effectively.
  • Maintaining confidentiality in accordance with data protection regulations.
  • Participating in ongoing training and professional development.
  • Contributing to team effectiveness through reflection and suggestions for improvement.
  • Providing coverage for absent colleagues and adapting to practice needs.

This job description may evolve in response to organizational changes, national policies, or personnel factors, and will be subject to consultation with the post-holder.

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