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Patient Services Coordinator
2 months ago
Job Summary
Band 3 Patient Care Coordinator - Receptionist
Job Responsibilities
- To provide a patient-focused service in person and over the phone for sexual health and HIV patients, ensuring a welcoming and pleasant environment at all times.
- To maintain accurate patient data in the GUM/HIV Electronic Patient Record (EPR) system.
- To work closely with the multidisciplinary team, including medical staff, health advisers, and other trust wards and departments, to ensure continuity of patient care.
- To receive patients and visitors in a professional, polite, and friendly manner.
- To advise patients on waiting times and provide relevant information.
- To update patient details and attend to patients using the Cerner and GUM EPR systems.
- To enter new patient information accurately into the EPR system.
- To manage patient calls efficiently and professionally, meeting performance standards.
- To note changes in patient circumstances, including GP contact details and addresses.
- To attend to all GUM patients, including new, follow-up, reschedule, or rebook appointments.
- To process new HIV patients onto the Cerner system under a medical number.
- To diffuse difficult situations with patients and refer to the administration manager or clinic manager as needed.
- To arrange additional services for patients, such as transport or interpreting services.
- To maintain patient confidentiality and only allow access to authorized staff.
- To ensure that all clinics are encountered and RTT outcomes are recorded.
- To utilize and manage the patient appointment reminder system.
- To participate in audits of outpatient activity as required.
- To work a flexible rota system, including late clinics and weekends, and provide clerical support to other directorate services as needed.
- To undertake other administration and reception duties as directed by the clinic manager.
- To contribute to service development in the HIV/GUM directorate, participating in multidisciplinary audit/development groups.
Person Specification
Education and Qualifications
Essential
- Excellent standard of spoken and written English.
- Recognized qualification in customer care, NVQ level 3 or relevant experience.
Experience
Essential
- Experience working with the general public in a customer-facing or administrative role.
- Accurate computer data entry skills.
- Clerical/reception/administration experience.
- Experience working as part of a team.
Desirable
- Experience working in sexual health/HIV.
- Previous experience working within a healthcare setting and using NHS information/IT systems.
Skills and Knowledge
Essential
- Excellent telephone skills.
- Excellent keyboard and IT skills, including use of Outlook, Word, and Excel.
- Excellent communication and interpersonal skills.
- Understanding of the need for confidentiality and information governance in a healthcare environment, particularly in an HIV/GUM setting.
- Ability to manage difficult situations and prioritize workload.
Desirable
- Previous experience working in an NHS outpatient area or an equivalent NHS setting, such as primary care.
- Experience working with patients in an NHS setting.
- Ability to be confident and professional when dealing with patient behavior.
- Familiarity with NHS computer appointment and booking systems.
