An exciting opportunity has arisen for passionate individuals to join our fantastic team of Patient Services Coordinators at Surrey Heath Primary Care Network (PCN). The Coordinators support local GP practices with incoming and outgoing phone calls and digital communications. They work in our PCN Telephony Hub and are based in our head office in Camberley.
Main duties of the job
The working hours for this role are:
Week 1
* Monday 17:00 - 20:00
* Tuesday 17:00 - 20:00
* Friday 17:00 - 20:00
Week 2
* Monday 17:00 - 20:00
* Tuesday 17:00 - 20:00
* Saturday 8:30 - 13:00
Key responsibilities include working in a telephony/virtual reception capacity, acting as the virtual front door for patients, taking patient calls or enquiries (via telephone and other digital systems), and providing coordination and navigation for patients and their carers across health and care services.
Using effective listening, triage and sign‑posting skills to direct patients to the most appropriate appointment type or alternative route. If required, you may be deployed to the GP surgery for face‑to‑face conversations with members of the public, dealing sensitively with challenging situations.
Job responsibilities
Support multiple local GP practices, working in a central Patient Support Centre as part of a hub team. During the training period you will work directly from one or more local GP practices.
Manage and respond to patient and practice‑initiated contact, including incoming and outgoing phone calls, reviewing and responding to e‑Consults, and providing reception capacity and associated administration. Use triage and sign‑posting skills to direct patients to the right support or appointment type.
Person Specification
Skills – Essential
* Excellent verbal and written communication skills, including effective listening skills, and the ability to communicate at all levels.
* Good computer literacy.
* Ability to work independently and manage own workload.
* Ability to build strong professional relationships.
* Demonstrable planning and organisational skills to deliver targets by deadlines.
* High level of health literacy and excellent written communication.
* Analytical and presentation skills.
Experience – Essential
* Customer‑facing, customer service experience.
* Experience coordinating with multiple stakeholders to meet specified outcomes.
Experience – Desirable
* Working knowledge of general practice or experience in primary care, NHS, or social care.
* Experience using a patient clinical system such as EMIS.
* Knowledge of safeguarding and the Mental Capacity Act.
* Knowledge of local community groups supporting wellbeing.
* Awareness of crisis intervention.
* Experience of quality improvement activity.
Qualifications – Essential
* 4 GCSEs (C or above) or equivalent.
Qualifications – Desirable
* Relevant NVQ Level 3 qualification or equivalent.
Personal Attributes – Essential
* Creative, flexible and sensitive approach to working with people with diverse support needs.
* Team‑working and flexibility to cover a variety of shifts.
* Motivating skill.
* Reflective and able to share best practice with peers.
* Local travel capacity.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and requires a submission to the Disclosure and Barring Service to check for any previous criminal convictions.
Employer details
Employer name
Surrey Heath Community Providers Ltd
Address
Theta Building, Lyon Way
Frimley
Camberley
Surrey
GU16 7ER
Employer's website
https://www.surreyheathcommunityproviders.co.uk/
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