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Healthcare Services Coordinator
2 months ago
Position Overview
The role of Healthcare Services Coordinator is essential in overseeing, guiding, and enhancing the performance of the Patient Services Team (Receptionists) at Imeary Street Surgery. This position is dedicated to ensuring that patients receive courteous, efficient, and effective assistance in accessing the appropriate healthcare services or professionals.
Key Responsibilities
- Manage and support the Reception Team on a daily basis to ensure optimal performance.
- Maintain cost-effectiveness by managing overheads, including overtime and stock orders.
- Foster a culture of exceptional patient service throughout the team.
- Oversee the smooth operation of reception processes, continually assessing and recommending improvements to enhance efficiency, including:
- Phone answering protocols (timeliness, manner, and efficiency).
- Internal processes for repeat prescriptions.
- Appointment scheduling procedures (including signposting and basic triage).
- Ensure the waiting area is organized, welcoming, and that informational materials are current and relevant.
- Provide training for receptionists on:
- New procedures and ongoing training initiatives.
- E-learning setup and monitoring.
- Conducting appraisals for reception staff.
- Support the team in challenging situations, demonstrating leadership through appearance, attitude, and customer service excellence.
- Possess a comprehensive understanding of local services and the broader healthcare community to assist staff in guiding patients effectively.
- Address minor complaints as the first point of contact.
- Organize and lead regular team meetings, providing feedback to management.
- Make informed decisions that prioritize the interests of both the practice and its patients.
- Collect and analyze patient feedback through surveys to enhance service delivery.
- Enforce policies regarding time off, ensuring that only one receptionist is on leave at any given time.
- Utilize reporting systems to monitor and address reception-related issues.
- Create and share useful text templates with the team.
- Ensure all team members are familiar with accessing Master Copies and Policies & Procedures.
- Develop and update relevant Reception Policies and Protocols as necessary.
- Coordinate time for staff to complete required training.
- Manage annual leave requests and promptly inform management of any changes.
- Encourage patients to utilize digital services, such as healthcare apps and the practice website.
Qualifications
Essential Experience
Please refer to the provided Person Specification for detailed qualifications and experience required for this role.
