Patient Care Coordinators are a key point of contact for patients. They are seen as pivotal to our planned work and are evolving roles in support of staff and practices in delivery of effective care and services. At Staithes Surgery, you will be the link between the administrative and clinical teams working on the practices clinical system software (SystemOne) and using Accurx. You will also support on other administrative work to support the clinical care of patients.
Main duties of the job
The successful Patient Care Coordinator will proactively work with patients registered at Staithes Surgery, including the frail/elderly and those with long-term health conditions. They will coordinate and navigate care and support for them, including arranging appointments and making referrals where appropriate.
Previous experience of working in a GP practice, other health, social care or support roles in direct contact with people, families or carers, paid or unpaid. They will have a good understanding of confidentiality and the importance of Data Protection.
Experience of collating information and using tools to demonstrate the impact of services is required.
About us
Staithes Surgery is a coastal practice with 3100 registered patients. We are part of Whitby Coast and Moors Primary Care Network. Our clinical team includes three GP Partners, one salaried GP, Practice Nurse and phlebotomist/Care Coordinator & clinical pharmacist. Staithes Surgery is a dispensing practice, providing dispensing services to registered patients living more than one mile from their nearest pharmacy.
Staithes Surgery is a warm and welcoming team, with all staff working together to provide excellent care and treatment for our patients. We endeavour to provide a positive, supportive environment for both patients and staff, promoting wellbeing and encouragement.
Job responsibilities
The duties and responsibilities listed beloware representative of the Patient Care Coordinator role and its purpose withinthe network.
They are not exhaustive and the post holder maybe required to undertake additional or alternative administrative duties andresponsibilities commensurate with the level of the post, to support the smoothrunning of the service.
Be responsible for thescheduling of appropriate clinical consultations and patient pathwayappointments according to clinical urgency and healthcare need with the mostappropriate member of the practice or network ARRS team.
Develop and maintain aclear and up to date knowledge of the local services, patient pathways andavailability to ensure effective and efficient utilisation of appropriate service provision by directing patients to these services asappropriate.
Ensure that Practicestandards are met for patients receiving notification or acknowledgement oftheir appointments and referrals.
Ensureurgent referrals, telephone calls, e-mail or written queries are answeredwithin the agreed time and in line with the Practice policy.
Ensure that eachpatient is treated as an individual and their individual needs are met (ie:appropriate support is in place for their appointment, such as interpretingsupport).
Ensure that patientsare well informed and that messages are communicated promptly.
Respond to enquiries ina courteous and efficient manner both face to face and over the telephone.
Responsible for theaccurate input and maintenance of patient records and confidential data ontorelevant Practice IT systems, making amendments as necessary.
Ensure that Practiceand Network policies are adhered to at all times.
Work withmulti-disciplinary teams to develop services
Participate in Networkdevelopment as appropriate and participate in Network meetings.
Collate data for theEnhanced Services and assist the Practice Manager in assessing performance against Enhanced Service and other performancestandards
Undertake any otherduties commensurate to the grade, required to ensure the smooth and efficientrunning of the Practice.
Undertake any trainingas required to complete the tasks associated with the job role.
Escalate any issueswhere appropriate to the Practice Manager.
Attend a formalappraisal with their manager at least every 12 months. Once aperformance/training objective has been set, progress will be reviewed on aregular basis so that new objectives can be agree
Maintain a clean, tidy,effective working area at all times.
Wider Responsibilities
In addition to the primary responsibilities,the PCC may be requested to:
Supportthe delivery of QOF, incentive schemes, QIPP and other quality or costeffectiveness initiatives
Undertakeany tasks consistent with the level of the post and the scope of the role,ensuring that work is delivered in a timely and effective manner.
Dutiesmay vary from time to time without changing the general character of the postor the level of responsibility
Person Specification
* Polite and confident
* Flexible and cooperative
* Motivated
* Forward thinker
* High levels of integrity and loyalty
* Sensitive and empathetic in distressing situations
* Ability to work under pressure
Other requirements/wider responsibilities
* Flexibility to work outside of core office hours
* Access to own transport and ability to travel across the locality on a regular basis, including to visit people in their own home
Qualifications
* Good general education with English and Maths to GCSE standard or equivalent
* Relevant NVQ 3 or equivalent qualification or experience
* IT package qualification / training such as the European Computer Driving Licence (ECDL)
Experience
* Proven experience of working in an administrative role demonstrating evidence of:
* 1. competent data collection and data quality
* 2. working with confidential documents and information
* Experience of working both autonomously and in a team
* Experience of working in a customer focused environment
* Experience of working in a primary care setting
* Experience of an administrative role within the NHS
Knowledge & Skills
* Excellent communication skills (written and oral)
* Clear, polite telephone manner
* Effective time management (planning and organising)
* Ability to listen, empathise with people and provide person
* centred support in a non-judgemental way
* Courteous, respectful and helpful at all times
* Able to get along with people from all backgrounds and communities, respecting lifestyles and diversity
* Commitment to reducing health inequalities and proactively working to reach people from all communities
* Able to support people in a way that inspires trust and confidence, motivating others to reach their potential
* Ability to use own initiative, discretion and sensitivity
* Ability to work as a team member and autonomously
* Good interpersonal skills
* Problem solving and analytical skills
* Ability to follow policy and procedure
* Knowledge of medical terminology
* Understanding of QOF & GMS contact
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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