Overview
An exciting opportunity has arisen for passionate individuals to join our fantastic team of Patient Services Coordinators at Surrey Heath Primary Care Network [PCN]. Our Patient Services Coordinators support our local GP Practices with incoming and outgoing phone calls and digital communications, to and from patients. The Patient Services Coordinators work in our PCN Telephony Hub and are based in our head office in Camberley.
The Patient Services Coordinators team will receive calls from patients, acting as the front door and first point of contact for the local GP Practices, during agreed times and for agreed services. The team are also responsible for making pro-active calls to patients for specific clinics being supported or delivered by the PCN or Federation on behalf of the local Practices. In addition, the team will communicate with patients to help with coordinating key activities for patients including access to services, advice and information, and ensuring health and care planning is timely, efficient, and patient-centred.
As part of the front door the team support access to services and continuity of care by helping patients interact and engage with the right support at the right time and from the right health care professional. This will include using triage tools and signposting skills to direct patients to the right support or appointment type to best meet their needs.
Main duties of the job
The working hours required 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
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).
Provide coordination and navigation for people and their carers across health and care services, liaising with other members of the practice team as necessary.
Using effective listening skills in order to understand patient need and provide structured assistance to support the patient to be directed to the most appropriate appointment type, or alternative route for the patient to access the support or care that they need.
A part of business continuity arrangements you may be deployed to the GP surgery to perform these duties. As such, be prepared to have face-to-face and virtual conversations with members of the public (patients seeking to access GP services) of a sensitive nature and which might sometimes feel difficult or challenging.
About us
We are Surrey Heath Community Providers Limited, which is a federation of 7 GP practices across 10 sites, covering a population of approximately 100,000 patients across Surrey Heath. We began in 2016 and now employ around 200 members of staff across our head office sites, and our primary care and unplanned care services.
As a GP Federation, we are proud to represent our member practices and to champion primary care by working with local general practice and system partners in the provision of community based healthcare services. We are dedicated to providing safe and compassionate care to our patients across our range of primary care and unplanned healthcare services in Surrey Heath, and believe in continuous commitment to quality service delivery and positive patient outcomes.
Patients are at the heart of everything we do, and we pride ourselves in ensuring our patients feel safe, supported, communicated with and respected, at a time when they may be feeling vulnerable. Our vision is to provide high quality, seamless health care that enables people to lead healthier lives, whilst feeling supported and cared for.
Job description
Job responsibilities
We are looking for Patient Services Coordinators to work with our PCN, local Practices and the wider multidisciplinary team in coordinating key activities for patients including access to services, advice and information, and ensuring health and care planning is timely, efficient, and patient-centred. You will support multiple local GP Practices, which will involve working in a central Patient Support Centre as part of a hub team. During your training period you will be expected to work directly from one or more local GP Practices.
You will be part of the front door for patients and will support access to services and continuity of care by helping patients interact and engage with the right support at the right time and from the right healthcare professional. You will manage and respond to patient and Practice initiated contact, including incoming and outgoing phone calls with patients, reviewing and responding to e-Consults, providing reception capacity and associated administration. You will use triage and signposting skills to direct patients to the right support or appointment type to best meet their needs.
Person Specification
Skills
Essential
* Excellent verbal and written communication skills, including effective listening skills, with the ability to communicate effectively at all levels including with patients, carers, specialist services, GPs and colleagues
* Good computer literacy.
* Able to work independently and manage own workload.
* Able to build strong professional relationships.
* Demonstrable experience of effective planning and organisation skills to deliver targets to deadlines.
* Proven record of excellent written communication skills and a high level of health literacy.
* Able to analyse and interpret information and present results in a clear and concise manner.
Experience
Essential
* Working knowledge of a customer-facing, customer service role.
* Experience coordinating with multiple stakeholders or individuals to meet specified outcomes.
Desirable
* Working knowledge of general practice, or experience of working in primary care, the wider NHS or social care. Experience providing advice/signposting.
* Experience using a patient clinical system such as EMIS.
* Working knowledge of safeguarding and an awareness of the Mental Capacity Act.
* Knowledge of a range of local community groups which support wellbeing.
* Awareness of crisis intervention.
* Experience of undertaking quality improvement activity.
Qualifications
Essential
* 4 GCSEs (C and above) or equivalent
Desirable
* Relevant NVQ Level 3 qualification or equivalent
Personal Attributes
Essential
* Creative, flexible and sensitive approach to working with people with diverse support needs.
* Able to travel locally as required.
* Ability to work as part of a team and be flexible in order to ensure a variety of shifts across the rota are filled.
* Ability to motivate people.
* Ability to reflect on and share best practice with peers.
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
Surrey Heath Community Providers Ltd
Address
Theta Building, Lyon Way
Frimley
Camberley
Surrey
GU16 7ER
Employer's website
https://www.surreyheathcommunityproviders.co.uk/ (Opens in a new tab)
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