2 x Same Day Access Hub Coordinator

NHS Jobs; Greater London; Hybrid; GBP 21,000 - 27,000; Full time

Job summary

Tower Hamlets GP Care Group is seeking a Same Day Access Hub Coordinator to be the frontline contact for patients and practice teams. The role provides reception, admin and coordination support across Primary Care Networks, contributing to a smooth day-to-day service across PCN 5 and PCN 6.

The post involves working across multiple practice sites, delivering a positive patient experience from the first contact and supporting data collection and service improvements.

Qualifications

• Experience in a reception, administrative, customer service or coordination role within a busy environment.
• Experience of using EMIS in a Primary Care or healthcare setting.

Responsibilities

• Provide high-quality reception and administrative support across GP practice sites.
• Manage patient navigation and triage information in line with protocols.
• Book appointments for Same Day Access, practice and NHS 111 slots.
• Welcome patients and record arrivals accurately in EMIS.
• Respond to patient enquiries with a professional, helpful service.
• Record and help monitor activity data for dashboards and audits.
• Support service improvement and effective communication between patients, practices and teams.

Skills

Reception experience

EMIS experience

Tools

EMIS

Job description

The Same Day Access HubCoordinator will be a key point of contact for patients and practice teams andwill provide high-quality reception, administrative and coordination supportacross both Primary Care Networks. The postholder will help ensure the smoothday-to-day running of the service and contribute to providing patients with apositive experience from their first point of contact. The postholder will beexpected to work across practice sites within PCN 5 and PCN 6.

We reserve the right to close this vacancy early if we receive sufficient applications for the role.

Main duties of the job

Working closely with GPs, practice teams and other healthcare professionals, the postholder will support a range of activities, including:

• Supporting patients to access appropriate same-day services, advice and information.
• Supporting patient navigation and the administrative elements of the triage process, in line with agreed protocols.
• Booking patients into appropriate practice and NHS 111 appointment slots.
• Welcoming patients and recording their arrival accurately on the EMIS clinical system.
• Responding to patient enquiries and providing a professional, welcoming and helpful reception service.
• Completing administrative tasks and actions requested by GPs and other members of the clinical team.
• Supporting effective communication between patients, practices and the wider Same Day Access team.
• Gathering patient feedback to help us understand and improve the experience of people using the service.
• Accurately recording and collating activity and performance data to support monitoring, evaluation and continuous improvement of the Same Day Access Service.
• Providing general administrative and coordination support to ensure the service operates safely, efficiently and effectively.

About us

Tower Hamlets GP Care Group (The Care Group) was incorporated as a community interest company limited by shares in September 2014. Every general practice in Tower Hamlets owns one share of £1. The Care Group was formed to manage borough level contracts on behalf of the practices, deliver primary care led services and support general practices, and to be the provider voice of primary care in the wider health and social care system.

The Care Group is also a member of Tower Hamlets Together, a place-based integrated partnership, which includes Bart's Health, East London NHS Foundation Trust, the London Borough of Tower Hamlets and the Council for Voluntary Services.

The key priorities for the Care Group are:

Innovation and support for primary care

Being a great place to work

Integrating primary and community care

Providing of high-quality cost-effective care to local people

Influencing improvements in health outcomes

Job responsibilities

• Patient reception and navigation act as a central point of contact, respond to enquiries and guide patients through the Same Day Access Service.
• EMIS administration use EMIS to record patient arrivals, maintain accurate patient records, manage appointment information and support clinical workflows.
• Appointment and triage coordination book appropriate Same Day Access, practice and NHS 111 appointments and maintain triage and appointment lists.
• Clinical administrative support process tasks, messages and requests from GPs and other authorised clinical colleagues accurately and within agreed timescales.
• Referrals and communications process outgoing healthcare referrals and support effective communication between the service, member practices and other healthcare providers.
• Patient information and confidentiality ensure patient information is complete, accurate, contemporaneous and handled securely and confidentially.
• Performance monitoring and reporting record and collate activity data and contribute to dashboards, KPIs, audits, patient surveys and performance reports.
• Patient experience and service improvement gather feedback, respond appropriately to concerns and contribute to initiatives that improve patient access, experience and the overall effectiveness of the service.

Person Specification

Experience

• Experience in a reception, administrative, customer service or coordination role within a busy environment
• Experience of using EMIS in a Primary Care or healthcare setting

Skills and Abilities

• Excellent communication skills and patient/customer service skills
• Strong organisational, prioritisation and administrative skills

Knowledge

• Understanding of confidentiality, information governance and accurate record keeping

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.