Patient Co-ordinator

Mendip Vale Medical Group are looking to recruit a Patient Co-ordinator to join our Pudding Pie Lane team in North Somerset, working on a Monday 8am - 6.30pm, Wednesday 8am - 6.30pm, Thursday 1pm - 6.30pm and Friday 8am - 6.30. Some Saturday working between 8:30 AM and 12:30 PM will be required as per the practice rota.

Working as part of a team the post-holder will assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way. Managing the expectations of patients, their carers or guardians in to provide a high standard of patient focused service. The post-holder will pro-actively communicate relevant information between patients and their healthcare professional.

Patient Co-ordinators develop good working relationships with:

- Patients
- GP, nurses and other surgery staff

**Key Responsibilities**:

- To support the Team Leader in the delivery of safe and efficient responses to patient requirements.
- Working in our telephone hub being the first contact to our patient enquiries and appointment booking requests.
- Making of appointments by telephone and at the reception desk, using a computerised system.
- Letter scanning and filing, dealing with clerical patient changes of address, completion of forms etc. as required.
- Checking and completion of tasks as appropriate.
- Creation of new patient records.
- Control all patient files and related admin to required quality standards and in line with information governance, GDPR and DPA regulations.
- Maintain accurate records.

**Other Responsibilities**:

- To understand performance targets and achieve agreed KPI’s.
- To ensure clinical resource and appointment allocation are used in the most effective way.
- To support with information on complaints, concerns and incidents, working with the relevant Manager to resolve them in effective and timely way.
- To support change to both the service and the structure of the Surgery.
- To undertake any other duties commensurate with the post holder’s role as agreed with the Surgery Manager/Team Leader.
- Attending training and events organised by the Surgery or other agencies, where appropriate.

**Communication**
- Adapt communication style and content to reflect different type of people when making contact.
- Ability to receive sensitive or contentious information and process appropriately.
- Promote positivity and effective working relationships with commissioners, other health care providers and other key health care providers and other key partners to support an integrated approach to high quality patient care.

**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.
- Whilst performing the duties outlined in this Job Description, the post-holder may have access to confidential information relating to patients and their carers, surgery staff and other healthcare workers. They may also have access to information relating to the Surgery as a business organisation. All such information from any source is to be regarded as strictly confidential.
- Information relating to patients, careers, colleagues, other healthcare workers or the business of the Surgery may only be divulged to authorised persons in accordance with the Surgery policies and procedures relating to confidentiality and the protection of personal and sensitive data.

**Health & Safety**
- Maintain the standards required for the health, safety and security knowledge & understanding as defined in the Surgery Health & Safety Policy.
- Use personal security systems within the workplace according to Surgery guidelines.
- Identify the risks involved in work activities and undertaking such activities in a way that manages those risks.
- Make effective use of training to update knowledge and skills.
- Use appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards.
- Report potential & actual risks identified.

**Equality and Diversity**
- Support the equality, diversity and rights of patients, carers and colleagues, and challenge behaviours that fall below the standards required.
- Recognise the importance of people’s rights, interpreting them in a way that is consistent with Surgery procedures and policies, and current legislation.
- Respect the privacy, dignity, needs and beliefs of patients, careers and colleagues
- Behave in a manner which is welcoming to an individual, is non-judgemental and respects their circumstances, feelings priorities and rights.

**Personal/Professional Development**
- Participate in any training program implemented by Mendip Vale as part of this employment.
- Attend monthly whole practice meetings / team meetings to ensure continued understanding and up to date knowledge