Patient Co-ordinator (Reception)

Job overview

Price's Mill Surgery is looking to recruit two Patient Co-ordinators to join our enthusiastic, supportive and friendly team.

In this front of house role you will assist and direct patients to access the appropriate healthcare professional or service and manage prescription requests and queries. The ideal candidates will approach their work in a courteous, professional and efficient way. You will show initiative, be pro-active and be able to prioritise your workload. You will be part of a dedicated, reliable and high performing team.

The ideal candidates will be someone with good customer and interpersonal skills with the ability to work calmly under pressure.

Post 1 - 29.25 hours*

Monday: 09:30 - 18:00 (1 hr for lunch)

Tuesday: Non-Working Day

Wednesday: 08:15 -18:30 (1 hr for lunch)

Thursday: 09:00 - 18:15 (1 hr for lunch)

Friday: 07:45 - 12:00

Saturday: 08:30 - 12:30 (on a rotational basis, approx. 4 per year) - to be paid at normal rate as Overtime or taken as TOIL

Post 2 - 30.75 hours*

Monday: 07:45 - 16:00 (30 min for lunch)

Tuesday: 08:30 - 18:00 (1 hr for lunch)

Wednesday: 08:30 - 17:30 (30 min for lunch)

Thursday: Non-Working Day

Friday: 11:00 - 17:00

Saturday: 08:30 - 12:30 (on a rotational basis, approx. 4 per year) - to be paid at normal rate as Overtime or taken as TOIL

*Flexibility is essential as the roles requires rotational cover for Saturday morning enhanced access clinics, plus other absence cover.

Job description

The main duties of the role are:

• Provide general assistance to the practice team and project a positive and professional image to patients and other visitors
• Processing requests for appointments, visits and telephone consultations and direct patients to the appropriate healthcare professional or service
• Facilitate effective communication with patients and other service users
• Process repeat prescription requests and deal with prescription queries in accordance with practice guidelines

Please see the attached Job Description and person specification for full details of the role.

Job responsibilities

Duties and Responsibilities

Answering the telephone in a professional manner aiming to answer calls in a timely manner. Assist patients with their queries and signpost them to the most appropriate appointment or service.

Completing triage questionnaires with patients who are unable to use the online platform (Anima)

Prioritising whether calls are urgent or routine and booking patients face to face and via telephone adhering to book on the day slots.

Taking accurate and relevant telephone messages ensuring these are passed to the correct team member.

Daily use of SystmOne clinical system

Daily use of Anima online platform

Deal with all enquiries at the front desk and explain practice polices, giving patients the appropriate paperwork where necessary and taking payment when required.

Dealing appropriately with visit requests and emergency calls

Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.

Carry out reception duties in line with the Reception Handbook and also following direction from the Patient Services Lead

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 have a thorough knowledge of all practice procedure

Process Registration of patients including temporary patients

Process patient online access requests as appropriate

Open incoming mail and forward to the appropriate person/team

Ensure internal mail and samples are sent with the delivery

Record and pass on messages to clinicians via tasks

Ensure correct GPs are approached for messages and are not interrupted unnecessarily during consultations

Process repeat prescription requests in accordance to practice guidelines, using reference to the prescription clerk handbook.

Promote and provide patients with the help and services the Practice can offer which will enable a better patient experience

Effectively manage own time, workload and resources

Liaise with other parties, such as the pharmacy or other healthcare workers , in a courteous manner as required for patient care purposes

Ensuring that the reception office and consulting rooms are kept tidy and well stocked with day to day requirements

Ensuring that all public areas are kept tidy and safe at all times.

Fulfil the practice premises requirements on your appointed days. This includes opening up, locking up, ensuring the building is secure and operating the burglar alarm

Liaise with the management team to identify shortfalls in service provision to improve services to patients or improve the efficiency of the practice

Attend meetings and undertake further training as required. Such meetings and training may be outside the normal working hours of the post holder

Any other duties appropriate to the post as delegated by the Patient Services Lead, Practice Manager or GP Partners

To work in accordance with written protocol

Working as a flexible member of the team to ensure the smooth running of the practice. This will include working Saturday mornings on a rotational basis to cover enhanced access clinics and also may include overtime to cover absent colleagues or taking on other duties as appropriate.

About the organisation

Price's Mill Surgery is located in the heart of the beautiful market town of Nailsworth, we are a friendly, progressive practice where effective teamwork enables us to deliver an excellent range of services to our patients.

Person specification

Qualifications

Essential

• General Education to GCSE level or equivalent

Desirable

• Customer Service NVQ

Experience

Essential

• Office/Reception Experience
• Experience of a non-clinical multi-tasking role

Desirable

• Working with TPP SystmOne
• Experience of working in a GP Practice in a non-clinical role

Skills and Knowledge

Essential

• Good IT skills (MS Office, Internet etc)
• Interpersonal skills
• Ability to multi-task and prioritise effectively whilst staying calm under pressure
• Good understanding of Confidentiality and Data protection regulations
• Ability to communicate effectively and with patience

Supporting documents

• Person Specification (DOCX, 40 KB)
• Job Description (DOCX, 31 KB)