Patient Services Coordinator

NHS; Camberley; On-site; GBP 22,000 - 27,000; Full time

Job summary

An exciting opportunity for passionate individuals to join our Patient Services Coordinators team at Surrey Heath Primary Care Network, supporting local GP practices with patient communication and coordination of healthcare services. This role involves managing calls, providing information to patients, and ensuring efficient healthcare delivery. Candidates should possess excellent communication skills and experience in customer service or healthcare.

Qualifications

• Demonstrable experience in customer-facing roles.
• Experience working in primary care or the NHS.
• Ability to analyse and interpret information.

Responsibilities

• Manage incoming and outgoing calls and digital communications.
• Coordinate access to services and health planning for patients.
• Use triage skills to direct patients appropriately.

Skills

Excellent verbal and written communication skills

Effective listening

Planning and organisation skills

Ability to manage own workload

Health literacy

Education

4 GCSEs (C and above) or equivalent

Relevant NVQ Level 3 qualification or equivalent

Tools

Patient clinical system EMIS

Job description

An exciting opportunity has arisen for passionate individuals tojoin our fantastic team of Patient Services Coordinators at Surrey HeathPrimary Care Network [PCN]. Our PatientServices Coordinators support our local GP Practices with incoming and outgoingphone calls and digital communications, to and from patients. The PatientServices Coordinators work in our PCN Telephony Hub and are based in our headoffice in Camberley.

The Patient Services Coordinators team will receive call frompatients, acting as the front door and first point of contact for the localGP Practices, during agreed times and for agreed services. The team are also responsible for makingpro-active calls to patients for specific clinics being supported or deliveredby the PCN or Federation on behalf of the local Practices. In addition, the team will communicate withpatients to help with coordinating key activities for patients including accessto services, advice and information, and ensuring heath and care planning istimely, efficient, and patient-centred.

As part of the frontdoor the team support access to services and continuity of care by helpingpatients interact and engage with the right support at the right time and fromthe right health care professional. This will include using triage tools andsignposting skills to direct patients to the right support or appointment typeto best meet their needs.

Main duties of the job

The working hours required for this role are:

• Every other Saturday - 8:30am to 5pm.
• Every Friday, 5pm to 8pm

Workin a telephony / virtual reception capacity, acting as the virtual frontdoor for patients, taking patient calls or enquiries (via telephone and otherdigital systems).

Providecoordination and navigation for people and their carers across health and careservices, liaising with other members of the practice team as necessary.

Usingeffective listening skills in order to understand patient need and provide structuredassistance to support the patient to be directed to the most appropriateappointment type, or alternative route for the patient to access the support orcare that they need (for example, this may be learnt triage skills or liaisingwith the on-site GP to triage into an appointment slot, or signposting toexternal services, such as NHS 111 or community pharmacy).

Aspart of business continuity arrangements you may be deployed to the GP surgeryto perform these duties. A such, be prepared to have face:face and virtualconversations with members of the public (patients seeking to access GPservices) of a sensitive nature and which might sometimes feel difficult orchallenging.

About us

We are Surrey HeathCommunity Providers Limited, which is a federation of 7 GP practices across 10sites, covering a population of over 97,000 patients across Surrey Heath. Webegan in 2016 and now employ around 200 members of staff across our head officesites, and our primary care and unplanned care services.

As a GP Federation, weare proud to represent our member practices and to champion primary care byworking with local general practice and system partners in the provision ofcommunity based healthcare services. We are dedicated to providing safe andcompassionate care to our patients across our range of primary care andunplanned healthcare services in Surrey Heath, and believe in continuouscommitment to quality service delivery and positive patient outcomes.

Patients are at the heart of everything we do, and we pride ourselves in ensuringour patients feel safe, supported, communicated with and respected, at atime when they may be feeling vulnerable. Our vision is to provide highquality, seamless health care that enables people to lead healthier lives,whilst feeling supported and cared for.

Job responsibilities

We are looking for Patient Services Coordinators to work withour PCN, local Practices and the wider multidisciplinary team in coordinatingkey activities for patients including access to services, advice andinformation, and ensuring health and care planning is timely, efficient, andpatient-centred. You will supportmultiple local GP Practices, which will involve working in a central PatientSupport Centre as part of a hub team.During your training period you will be expected to work directly fromone or more local GP Practices.

You will be part of the front door for patients and willsupport access to services and continuity of care by helping patients interactand engage with the right support at the right time and from the right healthcare professional. You will manage and respond to patient and Practiceinitiated contact, including incoming and outgoing phone calls with patients,reviewing and responding to e-Consults, providing reception capacity andassociated administration. You will usetriage and signposting skills to direct patients to the right support orappointment type to best meet their needs.

Person Specification

Skills

• 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
• 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

• Working knowledge of a customer-facing, customer service role.
• Experience coordinating with multiple stakeholders or individuals to meet specified outcomes.
• 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

• 4 GCSEs (C and above) or equivalent
• 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 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.
• 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 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.