Patient Service Care Co-ordinator

**THE BLACKMORE VALE PARTNERSHIP**

**Job Title**

Patient Service Care Co-Ordinator (Admin)

**Reports to**

Patient Service Care Co-Ordinator Team Leader

**Location**:
The Blackmore Vale Partnership surgeries - Shaftesbury, Sturminster Newton & Marnhull

**Contract Type**:
Permanent / Flexible

**Hours per week**

Full time / Part time Up to 30

**Pay Scale**:£22779.97- £24363.82 pro rata depending on experience

**Job Summary**
- To provide a point of contact for patients and act as a focal point of communication between patients, doctors and other practice staff. To ensure that accurate and appropriate patient information collected and maintained.
- To offer 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.
- Receive, assist, and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient, and effective way.
- Undertake a variety of administrative duties to assist in the smooth running of the practice including the provision of clerical support to clinical staff and other members of the practice team.
- Facilitate effective communication between patients, members of the primary health care team, secondary care, and other associated Healthcare agencies.

**Job Duties & Responsibilities**

As First point of contact for the Practice you should enjoy working with the general public and dealing with their enquiries, excellent customer service skills are therefore essential. The role includes but is not limited to; answering phones, navigating patients to the correct service/appointments, manning front desk, scanning, prescriptions, and other administrative tasks requested by the GP’s/ Managers.

Telephone Duties (we take 400 or more calls a day)
- Process telephone requests for appointments, visits and telephone consultations and ensure callers are directed to the appropriate healthcare professional.
- To answer the practice telephone line alongside your colleagues ensuring the lines are covered amongst the team from 8:00am-18:30pm daily.
- Initiate contact with and respond to requests from patients, other team members and associated healthcare agencies and providers.
- Maintain and monitor the practice appointments system.
- Deal with urgent phone calls as per Practice guidelines.
- Take messages and relay information to the appropriate member of staff.

Front Desk Duties
- Process personal requests for appointments, visits and telephone consultations and ensure patients are directed to the appropriate healthcare professional.
- Direct visitors to the correct place, ensuring they sign the visitor’s book on arrival and departure.
- Maintain and monitor the practice appointments system using the computer.
- Process repeat and acute prescription requests from patients, Pharmacies and on line in accordance with practice guidelines.
- Register patients for on-line services.
- Take in parcels, log in book, inform and deliver to the relevant person.
- Take in urine and other samples and deliver to the appropriate place.
- Deal appropriately with any forms handed in by patients.
- Keep the reception and administration area tidy and free from obstructions and clutter.
- Record blood pressure readings on the patient’s notes, dealing with any high readings as per Practice protocol.
- Hand out any correspondence to the patients. Collect any money (cheque or cash) from patients for services provided, issuing receipts, and recording on the computer.
- Maintain and monitor the practice appointments system.

Administrative Duties
- Register new patients and temporary patients on the computer, making sure all the relevant paperwork is completed and new patient appointments are made.
- Provide clerical assistance to Practice staff, including photocopying and scanning.
- Provide an efficient scanning service.
- Update patient’s personal details on the computer.
- Process repeat and acute prescription requests from patients,
- Computer data entry/data allocation and collation, plus processing and recording of information in accordance with Practice procedures.

**Confidentiality**

While 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 carer’s, 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