Care Coordinator

NHS; Sherborne; On-site; GBP 25,000 - 30,000; Part time

Job summary

A leading healthcare provider in Sherborne is seeking a non-clinical administrative professional to join their friendly team. This position involves 27 hours of work per week, supporting the GPs and patients with queries, appointment management, and quality assurance processes. Candidates should possess strong communication, organizational, and IT skills, along with GCSE qualifications in English and Maths. The environment promotes personal development and teamwork while ensuring professional confidentiality. Flexible work practices and a collaborative approach are essential.

Qualifications

• Willingness to undertake training and development.
• Experience dealing with the public in person and on the phone.
• Ability to maintain professionalism and confidentiality.
• Experience with difficult customers.

Responsibilities

• Be the first point of contact for patients with queries.
• Support GPs in booking further diagnostic testing.
• Manage incoming emails and patient communications.
• Coordinate new patient registrations and recalls.

Skills

Communication skills

Organisational skills

IT knowledge

Interpersonal skills

Education

GCSE grades 4-9 in English and Maths

Tools

SystmOne clinical system

Job description

We are looking for someone to join our friendly team to work 27hrs per week.

This is a varied, multi faceted non-clinical position within the practice. The role is primarily non-patient facing, although occasional patient face to face interaction may be required. The workload is predominantly administrative and supports the functions of both the patient services and medical secretaries' team and is the first point of contact for GPs to book their patients suitable follow-up diagnostics with other members of the team and link PCN teams as needed.

Main duties of the job

You will need to be a good team player and have strong communication, IT knowledge and organisational skills.

You will:

• Be first point of contact for general advice and support for patients with administrative queries.
• Help patients to manage their needs through answering queries, making and managing appointments and ensuring that people have good quality written or verbal information to help them make choices about their care.
• Support patients to take up training, education and employment, and to access appropriate benefits where eligible.
• Provide coordination and navigation for patients and their carers across health and care services, working closely with medical secretaries, patient services, social prescribing link workers and other primary care professionals.

About us

We are a sociable and supportive Practice, with an excellent clinical team and highly efficient patient services and dispensary teams. We are a large practice with over 13,000 patients currently registered and have a fantastic team of over 80 staff members.

The practice holds regular in-house and multi-disciplinary meetings, including complex care, significant event meetings and educational sessions.

We are a training practice for doctors and are very supportive of personal development for all staff.

The Grove Medical Centre is an equal opportunities employer, and will not discriminate on the grounds of disability, sex, sexual orientation, race, religion or similar belief, or age.

Job responsibilities

The role includes:

• Support the medical secretaries by taking some of the administrative tasks such as finding contact details for services for the GPs or the patients, or chasing information from secondary care.
• Be a point of contact for GPs when they need to book the patient that they have with them in for further diagnostic testing with the nursing team or a review with another clinician.
• Support the GPs in requesting an ambulance for a patient, liaison with other members of the practice team such as front desk or the nursing team to ensure patient experience is good and the ambulance team are welcomed and expected in the building.
• Managing the emails coming into the Care Co-Ordinators Inbox of the reception email.
• Under the guidance of the Quality Assurance Manager, manage the monthly recalls for QOF LTCs.
• Ensure patients who are on medication that needs monitoring are contacted and recalled for appropriate testing within the regular testing timeframe, creating or amending ICE forms as necessary.
• Ensure patients on medication(s) under the Shared Care regimes are contacted and recalled for appropriate testing within the regular testing timeframe.
• Under the guidance of the Management Team, co-ordinate & process new patient registrations (both paper & online) in a timely manner, highlighting patients who need reviews or additional support to the appropriate team.
• Run audits for patients who DNA their appointment, contacting as appropriate and rebooking if needed.
• Support practice campaigns for vaccinations such as covid and flu, contacting eligible patients either through SMS messaging, letter or telephone as needed and booking them appropriately.
• Support the Quality Assurance Manager with regular data coding in the clinical system including checks undertaken for correct coding at practice level for referral to PCN services and that clinical coding under the PCN IIF contract, Shared Care Contract & any other contracts, is completed.
• Inviting specific patient cohorts to book their own appointments through the URL management system and respond to queries or questionnaires about their health via the AccurX and S1 Communication Annex dealing with any responses or queries appropriately.
• Run weekly audits on patients who havent booked in via URLs for HCA appointments and Pharmacist appointments.
• From practice templates, write and send communications to patients either as a one-off or as a mail merge. (letter, SMS message or email)
• Support patients who are having difficulty using online services directing to technical support from providers as needed. Liaising with social prescribers to access the digital champions for more one to one general IT support.
• Undertake population health management & primary prevention projects as requested by the Quality Assurance Manager & the Partners.
• Support the Nursing Team by managing the recall processes for Cervical Screening, Hormone Injections & Denosumab Injections on a monthly basis.
• Support the practice team in other non-clinical tasks as required from time to time.

Person Specification

Training

• Willingness to undertake development and training when necessary.

Personal Attributes

• Good communication and interpersonal skills. Flexible collaborative approach. Responsive to, and an ability to work in a changing and demanding environment. Commitment to own professional development.

Specialist Knowledge/skills

• Understanding the need for professionalism and confidentiality. Ability to establish and maintain effective relationships. Effective communication skills both verbal and written.
• Experience of dealing with difficult customers.

Qualifications

• GCSE grades 4-9 (A-C equivalent) in English and Maths

Experience

• Dealing with members of the public in person and on the telephone. Excellent computer and communication skills.
• Previous medical experience. Use of SystmOne clinical system.

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.