Patient Support Coordinator

**Patient Support Coordinator**

**Job Description and Person Specification**

We are looking for a bright, enthusiastic, self motivated individual to join our team at GP Care. As a Patient Support Coordinator we will need you to have a range of skills and relevant experience, who you are and how you do what you do is equally important to us.

**Who are we looking for...**
- Patient support coordinators are pivotal roles within each patients pathway

managing referrals and appointments with extensive patient telephone

contact. We want someone who is passionate about high quality health care

and who can make a difference to the experience of those who use our

services.
- We truly believe in living our values, we want someone to join us who

believes in the importance of honesty, who isn't afraid to have those difficult

conversations and reflect back to us things we may find challenging.
- We want someone who can work with integrity, dealing with sensitive

information and situations in a compassionate and confidential way.
- We want someone who can be flexible in their approach, getting stuck in to

whatever is needed when the pressures is on and we have much to achieve.
- We want someone who has excellent IT skills and can communicate

effectively with all sorts of different people.
- A willingness to learn and personal development is also important to us.

**We want someone who can**:

- Be flexible, working on multiple services
- Communicate effectively within and outside of GP Care with a range of people
- Be a point of information for GP Care patients contributing to our high patient satisfaction results
- Work within a team that supports each other to meet the needs of patients
- Deal with sensitive information inline with GDPR and NHS regulations
- Learn to use, effectively and efficiently, a variety of specialised healthcare IT systems
- Demonstrate our values in all that you do
- Work in an inclusive non judgemental way
- Accurately record and process a large amount of data

**Who will you be working with?**

Whilst we have an organisational structure, we are not big on hierarchy at GP Care.

As a Patient Support Coordinator you will work within the patient support team to administer all aspects of our services alongside clinical and operational colleagues.

You will have extensive contact with patients and represent the ‘face’ of GP Care in all communications.

We don’t have an army of colleagues in any of our departments, we are small but we think we are perfectly formed.

It means that we all have to muck in and be responsive to whatever the priorities may be on any given day or week. There’s a real sense of pride in not only what we do, but how we do it. As a result we achieve 96% positive patient satisfaction scores.

We are keen to support those who work for us to develop new skills and access training and development opportunities.

**Things you’ll be doing as Patient Support Coordiantor**

**Administration**
- Book appointments with patients
- Onward refer patients not suitable for our service or requiring additional investigations
- Report to referring GP’s on outcomes or additional requirements
- Liaise with Minor Surgeons and other clinical staff regarding patient bookings/triage
- Produce information for patients regarding their appointments, diagnostic tests, surgery
- Ensure patient notes are accurate and professional

**Communications**
- Respond quickly to daily requests for information from patients
- Liaise with referring GP practices to ensure accurate and sufficient patient information
- Respond to enquiries from clinical or operational staff
- Contact patients to make appointments ensuring they know when, where and why
- Confirm appointments with patients checking understanding of any restrictions/requirements

**Team Working**
- Work with other members of the team to ensure patient and service requirements are met.
- Support team members in their work
- Play an active role in team meetings

**Patient safety, quality and improvement**
- Report any issues that may affect the safety and quality of the services
- Suggest improvements to ways of working to improve the service delivery
- Undertake training and development to support your work
- Provide information to support the safety, quality and improvement agenda

**What type of Patient Support Coordinator do we really want?**

You will have basic qualifications in English and Maths as would be expected for any administration role. IT skills and the ability to learn new systems is essential for the role.

Ideally some experience in a health or public sector setting, but more important is a desire to work with people and make a difference.

You will have excellent communication skills, telephone manner and the ability to convey sensitive and complex information effectively. You will need to feel comfortable engaging with everyone from those who use our services to the CEO.

You will be confident to suggest new ways