Patient Services Coordinator

2 days ago

Bridgwater, Somerset, United Kingdom Symphony Healthcare Services Limited Full time
Job Summary

Symphony Healthcare Services Limited is seeking a highly organized and detail-oriented Patient Services Advisor to join their team on a permanent basis. This role is ideal for an individual who is passionate about delivering exceptional patient care and is proficient in administrative tasks.

Main Responsibilities
  • Provide administrative support to the practice, including reception duties, patient communication, and data entry.
  • Manage patient appointments, bookings, and home visits in accordance with practice protocols.
  • Search for, register, and book patients onto the computer system as they present at the desk.
  • Deal with patient enquiries, signposting, and requests in a timely and efficient manner.
  • Handle distressed or aggressive patients safely and appropriately.
  • Prioritize 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 the waiting areas and ensure they remain tidy and well-organized.
  • 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 and handle specimen samples from patients appropriately.
  • Open and lock the practice premises and maintain security in accordance with practice protocols.
  • Ensure the telephone system is transferred correctly to the out-of-hours message.
  • Perform general daily administration tasks, including scanning, filing, retrieving paperwork, photocopying, and faxing.
  • Deal with and respond to post and general emails in a timely manner.
  • Hand completed repeat prescriptions to patients and check their name and address.
  • Handle patient complaints by providing relevant information and informing the Practice Manager.
  • Carry out inputting and alterations to computer records, including changes to addresses, 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/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).
  • Assist/support with 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 (verbal and written) to patients and staff at a range of 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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