Patient Services Coordinator

Job title: Patient Coordinator

Hours**:30 (various shifts between Monday to Friday 6.45am-8.00pm and Saturday 8.30am-5pm)**

Holidays: 28 days pro rata plus bank holidays

Reports to Patient and Clinical Services Lead

The Fakenham Medical Practice

The Fakenham Medical Practice (FMP), is a nine doctor dispensing practice providing care to around 15,000 patients in and around Fakenham in North Norfolk.

We work from modern, purpose-built premises. The partners and staff have a shared belief in the delivery of high quality, traditional personal family healthcare. Patients’ interests are kept very much to the fore and there is a strong commitment to develop patient services. To promote a multi-disciplinary team approach, we share our premises with other providers including a pharmacy, adult social services and local community services e.g. physiotherapy and midwifery.

The practice is part of Norfolk and Waveney Integrated Care Board and has a branch surgery at Walsingham. We are a training practice for GP Trainees.

Practice Mission Statement

Fakenham Medical Practice is committed to working with compassion and understanding to provide all its patients with accessible, responsive and efficient services that deliver good, safe and effective care.

Main purpose of role
- To project a positive, friendly and professional image of the practice to patients, carers and other visitors to the practice both in person and via the telephone.
- To receive, assist and direct patients in a courteous and efficient manner, helping patients assess the primary care services and/or health professional they need at the practice in a timely fashion.
- To facilitate efficient and effective communication between patients, clinicians, secondary care and other associated healthcare professionals/agencies.

Key relationships

Partners, salaried doctors, trainees, Chief Executive, Practice Manager, Assistant Practice Manager, Reception Team Leader, other Reception staff, all other FMP staff, patients, carers, Patient Participation Group members and other community providers.

Job duties and responsibilities:
1. To provide a high quality reception service to patients, carers and others visiting and/or otherwise contacting the Practice, particularly:

- Meet and greet patients.

**Deal with front and back office enquiries; explain procedures, making new and follow-up appointments and cancel appointments when necessary.**
- Explain practice services and procedures to new patients and those seeking registration as a temporary resident; ensure all required documentation is completed.
- Process requests for appointments, visits and telephone consultations and ensure callers are directed to the most appropriate healthcare professional.
- Contact patients to rearrange appointments if clinical session is amended.
- Respond promptly and appropriately to patient needs e.g. queues, confusion, sickness, calling for help as and when required to do so.
- Advise patients of charges for non-NHS services, accept payment and issue receipts.
- Check and sign for deliveries made to the Practice - contact other agencies on the premises if deliveries are for them and ask them to come and collect.

2. To support the practice team and undertake a variety of administrative duties that contribute to the smooth running of the practice, particularly:

- Use the Practice clinical system (SystmOne) to process and record information in an accurate and timely fashion in accordance with Practice policies and procedures.
- Keep the reception area and waiting rooms, notice boards and leaflet dispensers tidy and free from obstructions and clutter.
- Open and close the surgery and conduct all procedures relating to this when rota’d to do so.
- Take messages and pass on information.

3. To provide cover for members of the Reception Team during periods of sickness and annual leave.

4. To communicate politely and effectively with patients, carers, colleagues and other contacts, recognising people’s needs for alternative methods of communication e.g. translation services and responding accordingly. In this way, through good communication and working collaboratively with colleagues and other agencies to support the provision of a seamless co-ordinated multidisciplinary service.

5. At all times, to maintain the highest standards of behaviour, to comply with and follow practice and CQC policies, protocols and procedures, including information governance, confidentiality, health and safety, infection control, equality and diversity and to report any breach or suspected breach immediately.

6. To undertake regular training and development, to keep personal development plan up to date and to attend staff meetings.

7. To undertake any other activities that may from time to time be reasonably requested by the Reception Team Leader, the Assistant Practice Manager, the Practice Manager or the Partners.

This job description is not exhaustive. You are required to carry out all