Patient Co-ordinator Administrator

Windrush Medical Practice; Witney; On-site; GBP 17,000 - 19,000; Part time

Benefits offered by this job

NHS GP Pension Scheme

20 days annual leave rising to 25 with

Part-time 28 hours per week

Job summary

Windrush Medical Practice in Witney is seeking a Patient Services Coordinator to join the team. The role involves handling incoming telephone enquiries in the call room as well as working at the reception desk to support patients and staff.

You will have experience in a similar role, a can-do attitude, and be used to working with the general public. A 6-month probation period applies, with training and confidentiality obligations throughout.

Qualifications

• Experience in a similar receptionist/administration role.
• Ability to remain calm under pressure and multitask.
• Excellent verbal and written communication.
• Commitment to patient confidentiality and data protection.
• Willingness to work flexible hours, including covering absences.

Responsibilities

• Deal with patients in a courteous, empathetic and efficient manner.
• Act as front of house at the reception desk and handle calls.
• Keep patients informed of appointment delays and rescheduling.
• Provide admin support to the wider practice team.
• Cover extra hours to support colleagues during holidays or sickness.

Skills

Telephone skills

Multitasking

Public interaction

Flexibility

IT skills

Tools

EMIS Web

AccuRx

Outlook

DOCMan

Excel

Job description

• Reports to:Patient Services Manager
• Hours:Part-Time (28 hours) - The Practice operates from 8am until 6.30 pm. The hours of work will incorporate a mixture of 8am starts and 6.30pm finishes. Flexibility for holiday cover/sickness is essential.
• Pay:Up to a maximum of £13.02 per hour.
• Pension:You will be eligible to join the NHS GP Pension Scheme
• Holiday:20 days annual leave (pro rata) rising per completed year to a maximum of 25 days

Due to the continued growth of the practice, there is an exciting opportunity to join the Patient Services team; here at Windrush Medical Practice, Witney.

We are looking for someone who is able to remain cool under pressure and to multitask on a daily basis. This role includes dealing with incoming telephone enquiries in the call room as well as working on the reception desk.

We are looking for someone who has experience in a similar role; has a can-do attitude and is used to working with the general public. You will also be given some responsibility with specific administration work and will be expected to provide admin support to the wider team. There is a 6-month probation period.

Absolute discretion is required in protecting patient confidentiality. The post-holder will be required to work flexibly and to offer extra hours to cover absences of other members of the team.

The Practice Philosophy is:

• Comprehensive patient-centred care.
• Welcoming environment for patients
• Well motivated, caring, and efficient team

Aims of the post

To provide a responsive and friendly service to patients, whilst maintaining a professional manner at all times. To work as an effective member of the patient services team and wider practice team, helping the Partners and staff to provide the highest possible quality of care to patients. To be polite and willing to help at all times.

To provide a comprehensive service to our patients, on the telephone, in person and by electronic communication. To ensure strict confidentiality at all times.

Good communication is extremely important within the practice, with patients and with outside agencies and the post-holder will be expected to help ensure that everyone who comes into contact with it holds the practice in high regard. Absolute discretion is required in protecting patient confidentiality. The post-holder will be required to work flexibly, working in the call room, at the reception desk, taking responsibility for admin functions and providing admin support to the wider team. You will be required to cover absences of other members of the team.

Major duties and responsibilities of the post are included in the role competency guide

Major duties and responsibilities of the post

• Deal with patients in a courteous, empathetic, and efficient manner
• Act as front of house contact for the Practice at our reception desk
• Keep patients informed of any appointment running late
• Deal with incoming telephone enquiries in the call room
• Get to know regular patients and build up a professional rapport and understanding of needs
• Ensure confidentiality of information (written/electronic/oral) is preserved at all times, inside and outside of workplace
• Follow practice procedures to ensure Caldecott and security requirements are met at all times.
• Ensure compliance of the Data Protection Act 1998
• Follow procedures to comply with Health and Safety standards, including COSHH where appropriate to ensure the safety of staff, patients, visitors, and premises.
• Deal with complaints promptly, professionally, with empathy and following Practice protocol

Data

• To ensure that the required patient information is recorded on computer (and where necessary in the notes), accurately and promptly. This process is controlled by the EMIS Web computer system.
• To demonstrate ability to use EMIS web, AccuRx online medical requests, Microsoft Outlook, DOCMAN, Microsoft Word, Excel and other programmes and software as required.

Communication

• To be a good communicator
• Liaise with clinicians, and professionals inside and out of the Practice community in a professional manner and follow through on actions and requests.
• To develop and maintain effective communications with all colleagues.
• Supports others in the Patient Services Team and in the Practice as a whole.

Quality

• To identify any issue or changes needed to working practice and report to line manager.
• To take part in practice meetings and ongoing professional development as necessary.
• To abide by the Practice protocols and guidelines for the Practice
• Demonstrate commitment to continued professional development.
• Participate in the induction and training of all members of practice staff.
• To keep adequate and appropriate records to ensure an effective audit trail.
• As this is a trainee position, you are required to keep adequate record of training completed.

Other

• The list of duties is not exhaustive, and the post-holder may be required to carry out other duties as necessary.
• To provide cover for other staff in times of shortage, which may include basic admin tasks, medical secretarial work, EMIS web reporting.
• The role of the Patient Coordinator is likely to change from time to time to reflect changes in the needs of the Practice, or developments in the Care Quality Commission and wider NHS

Person specification

Must have

• Enjoy working with the public
• Friendly and approachable, with good telephone skills
• If appropriate, willing to undertake distance learning
• Team Person
• Able to multitask
• Able to work desired times and flexible enough to work extra occasionally
• Reasonable IT skills
• Previous experience in a similar role
• Ability to take direction
• Ability to take responsibility

For an informal discussion about this role please contact: Michelle Harrison, Patient Services Manager. Tel: [phone]

The practice reserves the right to close this vacancy early should a suitable candidate be found.

Please note: Staff or members of their families (living at the same address) may not be registered with the practice.

Providing NHS Services

Contact

Windrush Medical Practice
Welch Way Witney
Oxfordshire
England
OX28 6JS