About this role
Job summary
Lilyville @ Parsons Green is looking for a friendly, reliable and motivated Care Coordinator to join our busy GP practice team.
Our Care Coordinators are an essential part of the practice. They are often the first point of contact for our patients and play an important role in ensuring patients receive the right support and are directed to the most appropriate service or healthcare professional.
This is a varied role involving patient reception, telephone enquiries, appointment booking, care navigation and general administrative duties.
You will work closely with GPs, nurses, pharmacists, healthcare professionals, care coordinators and the wider practice team to provide an efficient, safe and patient-focused service.
Working hours
The practice provides services during the following hours:
Normal Working Hours
Monday to Friday: 8.00am 6.30pm
Extended Working hours
Monday to Friday 6:30pm 7:30pm
Saturday: 8.30am 2.30pm Sunday: 8.30am 2.30pm
Your working hours will be 37.5 hour per week, with hours worked on a rota basis. The successful candidate must be flexible to work a combination of early, daytime, late and weekend shifts according to the practice rota.
Main duties of the job
The successful candidate will
Welcome patients and provide a friendly and professional reception service.
Answer telephone calls and deal with patient enquiries appropriately.
Book, cancel and amend appointments using SystmOne.
Care navigate patients to the most appropriate clinician or service.
Deal appropriately with urgent requests in accordance with practice procedures.
Provide patients with information about practice and NHS services.
Process administrative and prescription requests.
Maintain accurate and confidential patient information.
Support clinicians and the wider practice team.
Deal professionally with challenging or distressed patients.
Assist with the smooth running of the reception area.
Work as part of the extended-hours service, including weekend working.
Follow all practice policies and procedures.
About us
We are looking for someone who
Has excellent communication and customer service skills.
Is friendly, approachable and professional.
Can remain calm and polite under pressure.
Has good IT and administrative skills.
Is organised and able to prioritise their workload.
Can work independently and as part of a team.
Understands the importance of confidentiality.
Has a caring, respectful and non-judgemental approach.
Is reliable, punctual and flexible.
Is willing to work early, late and weekend shifts.
Is keen to learn and develop within primary care.
Previous GP practice or NHS experience would be desirable, but training will be provided for the right candidate.
What we offer
A friendly and supportive practice environment.
Full induction and role-specific training.
Opportunities for learning and development.
Regular support and supervision.
A varied and rewarding role in primary care.
The opportunity to develop your career within general practice.
NHS Pensions
If you are enthusiastic, organised and enjoy helping people, we would like to hear from you.
Lilyville @ Parsons Green is committed to providing an inclusive and respectful working environment and welcomes applications from all suitably qualified candidates.
Job description Job responsibilities
JOB TITLE - Care Co-ordinator / Admin Assistant
REPORTS TO - RECEPTION MANAGER / PRACTICE MANAGER
HOURS: 37.5 hours per week
Job summary -
Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, cheerful, efficient and effective way.
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.
Job responsibilities
Administration
To have a thorough knowledge of all practice procedures
To work in accordance of written protocols and policies
Pulling/filing of medical notes/deductions
photocopy as requested
scanning and handling workflows
complete all mandatory training
Action all Patchs requests including ghost list and Patchs Tasks
Action practice email
Cover Saturday and Sunday rotas
Action SystmOne tasks and notification
Support with new staff training including medical students
Daily log into Team Net for updates including policies/protocols. All policies/protocols to be read and acknowledged.
Attend and contribute to practice meetings
Provide support and liaise to the data manager and other admin staff
Reception
Providing good customer service skills at front desk toward all patients and visitors. Where necessary consulting with members of the practice team.
Providing good customer service skills over the telephone and helping with patients with their queries.
Handing completed repeat prescriptions to patient and checking names and address. Complete prescription requests coming through via electronically ie SystmOne online, email, hand written and from pharmacist.
Answer the telephone with helpful and cheerful tone of voice
Be able to cover all reception and all admin position as per management request
Action and complete tasks on daily bases
Action Practice and personal nhs emails on daily bases
Cover for staff sickness and annual leave as requested for care coordinators and admin team
Cover Saturday and Sunday rotas
Appointments
Process appointment requests for today/future appointments from patients by telephone, in person, and via Patchs.
Deal with visits/requests
Computer
Registrations of new patients computer data entry and medical records
Process patients changes of address computer data and medical records (have knowledge of practice area)
Process repeat prescription requests following practice guidelines
Correct use of read coding patients records
Regular updates on patients contact details
Register patients for SystmOne online
Telephone
Have working knowledge of telephone systems, during and after hours
Answering the telephone following practice protocol
Providing good customer service skills over the telephone and helping patients with their queries.
Taking messages from third party companies and/or transferring the calls appropriately
Other Tasks
Clear and clean your working area after every use.
Ensure building security have a thorough knowledge of doors/windows/alarm
Any other tasks allocated by managers are to be completed
Confidentiality
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
Health & safety
The post-holder will assist in promoting and maintaining 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-
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
Making effective use of training to update knowledge and skills
Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards
Actively reporting of health and safety hazards and infection hazards immediately when recognised
Keeping own work areas and general/patient areas generally clean, assisting in the maintenance of general standards of cleanliness consistent with the scope of the job holders role
Undertaking periodic infection control training (minimum annually)
Reporting potential risks identified
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.
Annual completion of all mandatory training.
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 should recognize the importance of effective communication within the team and will strive to:
Communicate effectively with other team members
Communicate effectively with patients and carers
Recognize peoples needs for alternative methods of communication and respond accordingly
Person Specification
Qualifications Essential
A Levels NVQ Level 3 and higher
Desirable
NVQ level 3
Experience Essential
* Customer service experience * Being able to communicate effectively * Smile and greet the patient with eye contact * Experience responding to emails
Desirable
* knowledge of software use * system one knowledge
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 Lilyville @ Parsons Green
Address 5-7 Parsons Green
London
SW6 4UL
United Kingdom
Employer's website https://lilyvilleatparsonsgreen.co.uk/ (Opens in a new tab)