Job Summary
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 coordinators support local GP practices with incoming and outgoing phone calls, digital communications and other patient enquiries. They work in the PCN Telephony Hub and are based at the head office in Camberley.
The team receives calls from patients as the front door and first point of contact for the local GP practices during agreed times and for agreed services. They also make proactive calls to patients for specific clinics supported or delivered by the PCN or Federation, and help coordinate key activities including access to services, advice, information and timely, efficient, patient‑centred health and care planning.
As part of access and continuity of care, they use triage tools and signposting skills to direct patients to the right support or appointment type to best meet their needs.
Working Hours
* 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 08:30 – 13:00
Responsibilities
* Work in a telephony/virtual reception capacity as the virtual front door for patients. Take 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.
* Use active listening skills to understand patient needs and provide structured assistance, directing patients to the most appropriate appointment type or alternative route (e.g., triage into an appointment slot, signposting to NHS 111, community pharmacy, etc.).
* May be deployed to GP surgeries as part of business continuity arrangements. Be prepared for face‑to‑face and virtual conversations with members of the public concerning sensitive matters.
* Support multiple local GP practices from a central Patient Support Centre as part of a hub team. During training, 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, providing reception capacity and associated administration.
* Use triage and signposting skills to direct patients to the right support or appointment type to best meet their needs.
Person Specification – Skills
* Excellent verbal and written communication skills, including effective listening and the ability to communicate at all levels with patients, carers, specialist services, GPs and colleagues.
* Good computer literacy.
* Ability to work independently and manage own workload.
* Ability 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.
* Ability 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, 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 local community groups supporting 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
* Creative, flexible and sensitive approach to working with people with diverse support needs.
* Ability to work as part of a team and be flexible 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.
* Able to travel locally as required.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and a Disclosure and Barring Service check is required to check for any previous criminal convictions.
Employer
Surrey Heath Community Providers Ltd
Theta Building, Lyon Way
Frimley
Camberley
Surrey
GU16 7ER
Website: https://www.surreyheathcommunityproviders.co.uk/
Contact Information
Role reference: B0037‑26‑0042
Salary: £27,456 a year pro‑rata for part time
Contract: Permanent
Working pattern: Part‑time
Job locations: Theta Building, Lyon Way, Frimley, Camberley, Surrey, GU16 7ER
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