About this role
Job summary
This is an exciting opportunity to join the Birtley and Central Gateshead Primary Care Network team. The role of the Care Coordinator is to ensure that patients are assisted courteously, efficiently and with empathy, and to support other members of the practice team. The Care Coordinator will be based in Second Street Surgery and will act as the first point of call for patients; receiving and directing them to the most appropriate care and services and answering their enquiries. Experience is preferred but not essential as training can be given to the right candidate.
Excellent customer service skills and an ability to stay calm under pressure are a must. You will have excellent listening and communication skills.
Previous experience working in a fast paced environment and experience in managing your workload while working to deadlines and targets would also be advantageous.
Main duties of the job
Purpose of Post
To ensure that patients are assisted courteously, efficiently and with empathy, and to support other members of the practice team. The Care Coordinator will act as the first point of call for patients; receiving and directing them to the most appropriate care or service and answering their enquiries. In addition to reception duties they will also carry out administrative tasks to support the delivery of an efficient caring, and high quality service to our patients.
About us
You will be based in Second Street Surgery which is a small practice of approximately 4300 patients. You will work as part of a small and very friendly team serving a diverse population.
Annual leave starts at 27 days plus bank holidays. This rises to 29 days after 5 years service and 33 days after 10 years. All employees can access our Employee Assistance Programme.
Job description Job responsibilities
Purpose of Post
To ensure that patients are assisted courteously, efficiently and with empathy, and to support other members of the practice team. The Care Coordinator will act as the first point of call for patients; receiving and directing them to the most appropriate care and answering their enquiries. In addition to reception duties they will also carry out administrative tasks to support the delivery of an efficient caring, and high quality service to our patients.
Care Coordination
1. Signposting, navigation and coordination of services
Supporting migrant patients to get the care they need
Making referrals to the Community Pharmacy Consultation Scheme
Signposting patient to services and clinicians that will meet their needs
Helping patients to navigate health, social care and VCSE services including accompanying them in consultations or in attending other services where required
Supporting patients to register with the practice where there is a barrier, ie language, cultural considerations etc.
Carrying out cancer care review calls and arranging follow up with the GP or other appropriate clinician as required
Supporting patients with complex needs by carrying out calls to ensure they attend for reviews and working with the MDT to remove any barriers to them accessing care
Reception Duties
2. Receiving and Directing Patients
Receive and direct patients on arrival at the reception desk in a friendly and courteous manner, ensuring their requirements are met professionally and efficiently
Warmly welcome and register new patients who are in the practice area and inform patients of practice facilities.
Provide help to patients with general enquiries, and to assist them to make appointments, using the computer appointment system.
Care navigation to ensure the patient is seen by the most appropriate clinician or service to meet their needs. Signposting to other services as required.
Receive, record and direct accurate messages when appropriate and pass these onto other members of the team using emails or the clinical system
Answer telephones promptly in a polite and professional manner and manage calls appropriately. Dealing with patients and other callers and forwarding to the most appropriate team member if necessary
Deal efficiently with general enquiries from patients, explain surgery procedures, appointment system and all other procedures for obtaining services, hand out patient pack / practice leaflet as appropriate
To advise patients on approximate waiting times and of any unexpected delays
To book interpreters for patients when needed
To take in fees from patients where applicable and issue receipts
To give patients any forms / referral letters that are waiting for collection checking ID and taking in fees where necessary
To listen to patients complaints, remaining polite and empathetic at all times, making sure they are addressed and dealt with appropriately, enlisting the help of a senior colleague when needed
Person Specification
Personal Qualitie Essential
Good communication skills, in person and over the telephone Cheerful and professional demeanor at all times Possessing sensitivity, tact and diplomacy Self-motivated with a high degree of personal integrity An organised approach to work Reliable Flexible with an adaptable approach Ability to work on own initiative Ability to maintain strict confidentiality Able to work under pressure Calm and patient manner Ability to work to deadlines and under pressure. Ability to multitask and prioritise own workload Time management skills
Qualifications Essential
Education to GCSE level, NVQ level 2 (or equivalent)
Desirable
Administrative qualification Care Coortdination training
Experience Essential
Experience working in a environment with direct contact with the public Customer service experience Experience with database systems
Desirable
Experience of working in General Practice or other health care setting Experience of summarizing and read coding Experience of using choose and book Knowledge and understanding of the Quality and Outcomes Framework
Disclosure and Barring Service Check This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Employer details Employer name Second Street Surgery
Address Second Street
Gateshead
Tyne And Wear
NE8 2UR
United Kingdom
Employer's website https://secondstreetsurgery.nhs.uk/ (Opens in a new tab)