Horizon Healthcare are looking to recruit enthusiastic and motivated patient co‑ordinators preferably with previous experience in a GP reception environment or experience within NHS 111 services.
We have two shift patterns available, both 25 hours per week.
1. Monday to Friday 07:45 - 12:45
2. Monday to Thursday 07:45 - 12:45 and Friday 13:30 - 18:30
Please note the start times are fixed and non‑negotiable.
Main duties of the job
Our patient coordinators deliver a high quality reception and patient support service, dealing directly with patients, relatives and carers either face to face, by telephone or digitally.
The majority of the working day will involve working within our busy telephone hub, answering calls from patients, dealing with queries, signposting, and booking appointments appropriately. Experience within a busy call handling or call centre environment is therefore highly desirable.
Job responsibilities
* To deliver a quality reception service, dealing directly with patients, relatives and carers either face to face, by telephone or digitally. Reception services include general enquiries, booking or cancelling of appointments, logging of accurate information (e.g. visit requests).
* Facilitating efficient lines of communications between patients and clinicians at all times.
* Take card payments from patients.
* Extensive use of GP clinical system (SystmOne) and linked software.
* To ensure actions requested by clinicians based on the computerised pathology reports are completed and recorded. Where indicated by the clinicians, within the agreed practice protocol, advise patients of pathology results.
* To use and amend (where appropriate) the computerised appointment system.
* Retrieval of information as required from both computer and manual systems.
* Responsible for the internal and external mail distribution and delivery (this includes ensuring specimens for pathology are ready for collection).
* Ensure that the information resources in the practice premises are regularly updated and kept in a tidy and orderly manner.
* Responsibility for opening or closing and securing the building at the start or end of the day.
* Observe a strict code of confidentiality at all times.
* To work within the practices agreed policies and guidelines where appropriate, commenting on and contributing to changing such policies.
* Attend meetings if required.
* To do administration duties as allocated by the Reception Manager & Management Team.
* Providing cover at the branch surgery in Mackworth as & when needed.
* To assist in the annual QOF indicators i.e. smoking, booking appointments etc.
You are expected to be flexible in the duties you carry out. The Practice Management reserves the right to vary your duties from time to time as it sees fit.
Person Specification
Qualifications
* Educated to GCSE level
* Customer Service NVQ2
* ECDL or CLAIT
Experience
* Knowledge or experience of working with standard office equipment (telephony etc.)
* Previous NHS experience
Skills
* Excellent communication skills both verbal and written
* Basic computer knowledge/literacy standard keyboard skills
* Logical thinker, accuracy for filing etc.
* Previous experience in a reception team
* Advanced IT skills
* Previous experience in a GP reception team
Other requirements
* Team player
* Ability to work under pressure, prioritise, including maintaining a calm demeanour when dealing with conflict
* Ability to think flexibly
* Ability to maintain confidentiality at all times
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.
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