About this role
Job summary
The post holder will provide care coordination, reception and administrative support, working under their own initiative with a flexible approach to support the achievement of Practice and Quality and Outcomes Framework (QOF) objectives. The successful candidate will work collaboratively with clinicians, patients and external agencies to improve patient outcomes and maintain a high standard of service delivery.
The post holder will help to plan and coordinate the care needs of patients with complex needs. By working collaboratively with patients, their families, carers, the Practice team and local health and care services, the post holder will support joined-up, holistic and patient-centred care.
Main duties of the job
Main duties of the job
The Patient Care Co-ordinator / Receptionist will work closely with the whole Practice team and will report to the Practice Manager and GP Partners.
Organise and attend the drop in MDTs. With the help of the clinical lead, GP/practice nurse and the ANP, the care coordinator will co-ordinate the list of residents that will be identified for review. For these meetings documentation will be circulated in advance, actions recorded and circulated. Ensure that decisions made at the drop in MDT and home round have been actioned, making and chasing ongoing referrals. Organise and minute meetings of the GP leads. Liaise closely with the manager to produce monthly activity reports Support the MDT in liaising with multiple agencies to coordinate care for patients. Support the identification, monitoring and coordination of patients requiring proactive care and review. Support the management of QOF call and recall programmes, including diabetes, asthma, learning disabilities, cervical screening, immunisations and other long-term condition reviews and ensure that contact attempts and outcomes are recorded accurately on the clinical system. Support palliative care, frailty and care home reviews through effective coordination of multidisciplinary meetings, care plans and follow-up actions. Assist with maintaining accurate patient registers, care plans, review dates and action trackers.
About us
Clifton Rise Family Practice is seeking an enthusiastic, highly motivated Patient Care Co-ordinator / Receptionist to join our team. We are a high-achieving, well-established PMS Practice serving over 4,500 patients.
Job description Job responsibilities
Duties and Responsibilities
Administration
To have a thorough knowledge of all Practice procedures. To work in accordance with written protocols. Filing post in medical records Scan, copy and securely transmit documentation as required. Ensure courier takes all documentation and samples at the appropriate time Open and distribute incoming mail Docman Workflow Management Process incoming clinical correspondence through Docman workflow in accordance with Practice procedures and within agreed timescales. Support the registration of new patients and the deduction or transfer of patient records in accordance with Practice procedures. Assist patients with NHS App and online services registration and access. Support the management of subject access requests and medical records requests in accordance with Practice policies and relevant information governance requirements. Maintain accurate electronic records, searches, registers and databases. Ensure administrative tasks are completed accurately and within agreed timescales. Assist with maintaining accurate Practice website content and patient information resources.Reception
Ensure an effective and efficient reception service is provided to patients and other visitors to the Practice. Deal with general enquiries, explain procedures and arrange new and follow-up appointments. Issue completed repeat prescriptions in accordance with Practice procedures, checking the patients name, address and identity as appropriate. Provide cover across all reception positions as required. Prepare lists and notes for all surgeries and clinics held, ensuring completion of all associated paperwork Promote and support digital patient access services, including online consultations, NHS App services and online appointment booking. Signpost patients appropriately to the most suitable clinician, service or source of support in accordance with Practice procedures. Escalate urgent patient concerns promptly in line with Practice protocols.Appointments
Process requests for same-day and future appointments from patients by telephone and in person. Enter requests for home visits into the spreadsheet, ensuring careful recording of all relevant details and where necessary refer to Duty DoctorTelephone
Receive and make telephone calls as required. Transfer calls and take messages, ensuring that details are accurate and delivered promptly to the appropriate person. Have working knowledge of telephone/bleep system, during and after hours.Other Tasks
Open up premises at the start of the day when first to arrive and make all the necessary preparations to receive patients Ensure all Health & Safety checks are undertaken within the desired timescales as indicated in the Practices Health & Safety Policy When last to leave at the end of the day, ensure that the surgery is totally secured, internal lights are off, all electrical equipment has been turned off. Comply with Practice security procedures relating to opening and closing the premisesConfidentiality
In the course of 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 carers, 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 in accordance with the practice policies and procedures relating to confidentiality and the protection of personal and sensitive data. The post holder will undertake mandatory Information Governance training and apply confidentiality and data security principles in all aspects of their work. The post holder must ensure that patient, staff and Practice information is handled securely, appropriately and confidentially at all times. The post holder will comply with the UK General Data Protection Regulation (UK GDPR), Data Protection Act 2018, NHS Information Governance requirements and all Practice policies relating to data protection, information security and records management.
Health & safety
The post-holder will implement and lead on the full range of promotion and management of their own and others health, safety and security as defined in the practice Health & Safety policy, the practice Health & Safety manual, and the practice Infection Control policy and published procedures. This will include (but will not be limited to):
Ensuring job holders across the practice adhere to their individual responsibilities for infection control and health and safety, using a system of observation, audit and check, hazard identification, questioning, reporting and risk management. Maintaining an up-to-date knowledge of health and safety and infection control statutory and best practice guidelines and ensure implementation of these across the business. Using personal security systems within the workplace according to practice guidelines. Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks across the business. Making effective use of training to update knowledge and skills and initiate and manage the training of others. Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards, and initiation of remedial / corrective action where needed. Actively identifying, reporting, and correction of health and safety hazards and infection hazards immediately when recognised. Keeping own work areas and general / patient areas generally clean, identifying issues and hazards / risks in relation to other work areas within the business, and assuming responsibility in the maintenance of general standards of cleanliness across the business in consultation (where appropriate) with other sector managers. Undertaking periodic infection control training (minimum annually). Routine management of own team / team areas, and maintenance of workspace standards. Demonstrate due regard for safeguarding and promoting the welfare of children.
Equality and diversity
The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:
Acting in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with practice procedures and policies, and current legislation. Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues. Behaving in a manner that is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights. Personal/Professional development: The post-holder will participate in any training programme implemented by the practice as part of this employment, with such training to include: Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development. Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work.
Quality
The post-holder will strive to maintain quality within the practice, and will:
Alert other team members to issues of quality and risk. Assess own performance and take accountability for own actions, either directly or under supervision. Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the teams performance. Work effectively with individuals in other agencies to meet patients needs. Effectively manage own time, workload and resources.
Communication
The post holder will recognise the importance of effective communication within the team and will strive to:
Communicate effectively with other team members. Communicate effectively with patients and carers. Recognise peoples needs for alternative methods of communication and respond accordingly.
Contribution to the implementation of services
The post-holder will
Apply practice policies, standards and guidance. Discuss with other members of the team how the policies, standards and guidelines will affect own work. Participate in audit where appropriate.
Person Specification
Qualifications Essential
GCSE grade A to C in English and Maths Evidence of ongoing learning Demonstrable commitment to professional and personal development Team working Meeting deadlines Experience of working in a patient-facing or customer service environment. Experience of working with confidential or sensitive information. Experience of managing competing priorities and deadlines. Excellent time management and organisational skills Excellent interpersonal skills and team working. Excellent verbal and written communication skills. IT skills-proficiency in Microsoft word, Excel and outlook. Ability to multitask. Strong customer service skills and the ability to deal sensitively with patients and carers. Ability to work effectively under pressure while maintaining accuracy and professionalism. Ability to maintain confidentiality and appropriate professional boundaries. Ability to work independently and as part of a multidisciplinary team. Kind, compassionate and committed to improving patient care. Professional, approachable and willing to go the extra mile. Flexible, adaptable and resourceful. Accurate, organised and able to use sound judgement and common sense. Reliable, accountable and resilient under pressure. Committed to teamwork, continuous improvement and ongoing learning.
Desirable
Minimum of 1 year experience in General Practice Experience of EMIS Web Docman Experience of QOF call and recall processes. Knowledge of NHS primary care services. Understanding of safeguarding responsibilities.
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 Clifton Rise Family Practice
Address Suite-2 Waldron Health Centre
Amersham Vale
London
SE14 6LD
United Kingdom
Employer's website https://www.cliftonrisefamilypractice.co.uk/ (Opens in a new tab)