Patient Coordinator

**ACCOUNTABLE TO**: Patient Experience & Services Manager/ Operations & HR Manager Hours per week: 37 hours per week Job Summary: Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way. Provide general assistance to the Practice team and project a positive and friendly image to patients and other visitors, either in person or via the telephone. To provide efficient, helpful, informative and supportive coordination and administration services to patients and members of the primary health care team. Patient Coordinator responsibilities: To greet patients in a friendly and courteous manner at all times.
To answer telephone calls in a polite and professional manner. To make appointments for the clinicians clinics using the practice clinical information system To ensure that surgeries and clinics run on time, making sure that the doctors and other clinicians are aware of their schedules. Answering patient queries regarding various Practice policies and initiatives. To open the post, and distribute accordingly.
To arrange new patient registrations, explaining the surgery policies. To listen to patient complaints, making sure that they are addressed and dealt with appropriately, and brought to the attention of a manager if necessary. To check and update patients addresses, telephone numbers etc, on both manual and computerised records. To scan all hospital and other correspondence accurately to the computerised medical record Monitor and record all patients DNAs according to Practice policy Ensure an effective and efficient coordination services are provided to patients and any other visitors to the Practice.
Deal with all general enquiries, explain procedures and make new and follow-up appointments. Using your own judgment and communication skills ensure that patients with no prior appointment but who need urgent consultation are seen in a logical and non-disruptive manner. Explain Practice arrangements and formal requirements to new patients and those seeking temporary cover and ensure procedures are completed. Assisting patients to use the online system to request an appointment and completing online forms on the patients behalf where appropriate.
Receive and make telephone calls as required. Divert calls and take messages, ensuring accuracy of detail and prompt appropriate delivery Action repeat prescription requests and ensure that they are ready for collection by the patient within 72 hours, in line with Practice protocol. Take action on clinicians requests for further information/patient contact information etc. (including computerised Practice notes), ensuring completion of all associated paperwork.
Advise patients of relevant charges for private (non-General Medical Services) services, accept payment and issue receipts for same. Enter patient information on to the computer as required. To cover duties for other members of staff, this may arise in the case of absence, sickness and holidays. To ensure that the practice is left secure after use at all times during your work hours and ensuring practice premises and perimeters are left secure at the end of the day.
Shared responsibility for practice waiting rooms upkeep and tidiness. To ensure that strict confidentiality protocols are adhered to. Attending and contributing to practice meetings. To attend training sessions on behalf of the practice as required.
To comply with health & safety procedures and report any areas of concern to the Practice Coordinator. Opening and securing of premises when required To undertake any other duties as may be determined from time to time to ensure the efficient running of the practice. Confidentiality: In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately In the performance of the duties outlined in this job description, the post-holder may have access to confidential information relating to patients and their carers, practice staff and other healthcare workers.
They may also have access to information relating to the practice as a business organisation. All such information from any source is to be regarded as strictly confidential Information relating to patients, carers, colleagues, other healthcare workers or the business of the practice may only be divulged to authorised persons in accordance with the practice policies and procedures relating to confidentiality and the protection of personal and sensitive data Performance Standards: Confidentiality to be maintained at all times. The ability to communicate effectively at all levels, both internally and externally, thus displaying a competent and professional image of the Practice. Confident and polite manner.