Patient Services Team (Care Coordinator)

Cardiff and Vale University Health Board; Sturminster Newton; On-site; GBP 21,000 - 25,000; Full time

Job summary

Cardiff and Vale University Health Board seeks a proactive Patient Services Assistant across our Dorset sites. You will greet patients, handle calls, register new patients, and support clerical tasks to keep the practice running smoothly.

Based across multiple surgeries, you will work Monday to Friday with a varied daytime rota, requiring excellent communication and high attention to detail. A driving licence is useful.

Qualifications

• NVQ 2 in administration or equivalent.
• GCSE Maths and English to Grade C or above.
• IT literate with experience of office IT systems.
• Experience in a customer-facing environment.

Responsibilities

• Welcomes and assists patients at the front desk or over the phone.
• Registers new patients and maintains accuracy of patient records.
• Supports practice team with clerical tasks and triage when needed.
• Manages appointments, inbox, and telephone queries efficiently.
• Directs patients to relevant services and documents patient interactions.
• Maintains tidy reception and handles payments/receipts as required.

Skills

Customer service

Telephone manners

Teamwork

Confidentiality

Data entry

Prioritisation

Education

NVQ 2 in administration

GCSE Maths and English Grade C+

Tools

SystmOne

Job description

35 fixed hours, flexible days, across sites. Enjoy the variety of a role where no two days are the same. Youll work varied weekly shifts between 7:45am and 18:30pm, with your rota provided four weeks in advance, giving you plenty of time to plan ahead. With different shift patterns throughout the week, youll benefit from a role that offers both structure and variety. Join Our Patient Services Team Were looking for enthusiastic and dedicated individuals to join our high-performing, patient-focused Patient Services Team. This is a varied and rewarding role that involves supporting many aspects of General Practice (but not all at once dont worry!). Depending on your shift, your responsibilities may include: Welcoming and assisting patients at the front desk Answering incoming calls or contacting patients to offer appointments Carrying out essential admin tasks such as registering new patients or supporting our screening programmes. If you're looking for a variable role that fits around other commitments, this could be the perfect opportunity for you.Main duties of the job To offer general assistance to the practice team and project a positive and friendly image to patients and other visitors, either in person or via the telephone. Working as part of the Patient Services Team in a range of duties including answering the telephone, supporting the clinical team when triaging, responding to patient queries, providing face to face support for patients attending the Practices. Receive, assist, and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient, and effective way. Register new patients and temporary patients, making sure all the relevant paperwork is completed, and new patient appointments are made. The provision of clerical support to clinical staff and other members of the practice team. Facilitate effective communication between patients, members of the primary health care team, secondary care, and other associated Healthcare agencies. A developmental role in nature and will evolve so the post holders will need to demonstrate flexibility and adaptability to working in a dynamic environment., You will be based across our Blackmore Vale Partnership surgeries (Sturminster Newton, Shaftesbury & Marnhull). Hours are Monday to Friday during the day, and a full driving licence is needed., The duties and responsibilities to be undertaken by members of the practice reception and administration team may include any or all the items in the following list. Duties may be varied from time to time under the direction of the PST manager dependent on current and evolving practice workload and staffing levels. Provide excellent customer care, demonstrating empathy; patience and a holistic approach to client/patient care, with commitment to follow-through of care plans and building effective working relationships. Maintain and monitor the practice appointments system. Process personal and telephone requests for appointments, visits and telephone consultations and ensure callers are directed to the appropriate healthcare professional. Direct visitors to the correct place, ensuring they sign the visitors book on arrival and departure. Process repeat and acute prescription requests from patients, Pharmacies and online in accordance with practice guidelines. Take details of home visits, record, action and pass on to the appropriate member of staff as per the Practice guidelines. Deal with urgent phone calls as per Practice guidelines. Register patients for on-line services. Computer data entry/data allocation and collation, plus processing and recording of information in accordance with Practice procedures. Update patients personal details. Initiate contact with and respond to requests from patients, other team members and associated healthcare agencies and providers. Take in urine and other samples and deliver to the appropriate place. Provide clerical assistance to Practice staff, including photocopying and scanning. Deal appropriately with any forms handed in by patients. Keep the reception and administration area tidy and free from obstructions and clutter. Record blood pressure readings on the patients notes, dealing with any high readings as per Practice protocol. Hand out any correspondence to the patients. Collect any money (cheque or cash) from patients for services provided, issuing receipts, and recording on the computer. Provide an efficient scanning service. Support the development of an effective patient navigation across the partnership Triage calls, directing and signposting clients/ patients appropriately to relevant personnel/ services Provide communication skills, with the ability to communicate in writing (letters and electronically) and verbally with a wide range of providers and users of services, including patients; carers; voluntary; social; primary and secondary care providers Working with social prescribing have access to a directory of information about services to point and signpost patients to the most appropriate source of help, advice, and support. Understand, and share health promotion information whilst using this information to support patients who might benefit from these services and to signpost accordingly. Keep accurate records of all client/patient contacts, using the organisation databases and templates as directed, updating as necessary Understand the common needs and safeguarding issues of vulnerable patient groups, including the elderly; housebound and those with long-term conditions, including physical and mental disabilities. Supporting further development of care navigation across the partnership Assist in the training of other colleagues where appropriate To be noted: This is not an exhaustive list of duties and responsibilities, and the post holder may be required to undertake other duties, which fall within the grade of the job, in discussion with the manager.

• NVQ 2 in administration or relevant equivalent experience or qualification
• Educated to GCSE level in Mathematics and English to Grade C or above
• I.T. Literate, RSA Typing Level 2 or equivalent, Experience of working in a customer facing environment (face to face and via the telephone)
• Experience of working as a part of a team
• Experience of working in an office environment
• Use of electronic IT systems
• Polite telephone manner
• Ability to maintain confidentiality, Experience using SystmOne
• Ability to prioritise work
• Some experience of working in a healthcare environment
• We are located in a beautiful part of North Dorset with excellent links both road and rail with London. There are fantastic local schools both state and private. The coast is within easy reach for sailing, diving and outdoor pursuits.