Patients Services Care Co-Ordinator/Manager

Village Surgery; Poole; Hybrid; GBP 20,000 - 26,000; Part time

Job summary

Village Surgery in Poole is seeking an experienced receptionist with leadership potential to join our busy practice and support the Management team in maintaining patient services.

The role is 30 hours per week, including Fridays, and requires flexibility, accuracy and a proactive approach. Knowledge of SystmOne is advantageous, and prior primary care reception experience is preferred.

Qualifications

• Flexible, accurate and able to solve problems in a busy reception setting.
• Organised and proactive, with the ability to work autonomously or as part of a team.
• Leadership experience is desirable and helpful for potential progression.

Responsibilities

• Provide front-line patient support and direct concerns to the Deputy Practice Manager when needed.
• Identify carers and support personalised care, signposting to appropriate services.
• Assist with appointment management and navigate health and care services for patients and carers.
• Coordinate with social prescribing link workers, health coaches and other primary care roles to support patient access.
• Maintain up-to-date social media information for patient services and align with national/local campaigns.

Skills

Flexibility

Accuracy

Problem solving

Organisation

Proactive

Leadership

Tools

SystmOne

Job description

Overview of position

We are looking to recruit a suitably experienced person to join our friendly but busy reception team to assist the Management team with maintaining patient services within the Practice.

To Support patients in ensuring they can access appropriate services. To manage the day-to-day activities of the reception area and team; being the first point of contact for any problems, absences. To provide support and assistance to the GPs and Nurses.

The position would be working 30 hours a week to include working on a Friday.

The person we are looking for needs to be flexible, accurate, a problem solver, organised, proactive and supportive and be able to work autonomously or within a team and preferably have leadership experience. A good knowledge of TPP SystmOne would be advantageous.

This position would suit someone already working in a similar role or possibly an individual with solid experience in an administrative/receptionist role in Primary Care who wishes to take their first step towards Practice Management.

For more information on what the role involves, please see the Job description.

Patient Duties

• Ensuring there is a point of contact in reception who can discuss any concerns patients may have and deal with the concerns if possible. Refer to the Deputy Practice Manager, if it can’t be dealt with at the time, ensuring the patient is fully aware of his/her rights regarding the complaints process and their right to appeal/escalate any decision.
• In the absence of our Carers lead, proactively identifying carers and work with them to support their personalised care requirements, ensuring they can access appropriate services

• Help people to manage their needs, answering their queries and supporting them to make appointments.
• Support the Reception team provide coordination and navigation for individuals and their carers across health and care services, working closely with social prescribing link workers, health and wellbeing coaches and other primary care roles.
• Maintaining the areas of social media, ensuring up to date information for patient services and support is always aligned with national and local campaigns.

Management Duties

• Compile and communicate reception staff rota.
• Management and oversight of SystmConnect.
• Monitor/manage holiday entitlement and commitment and ensure adequate cover is available at all times (including during periods of unexpected absence).
• Responsible for the training and development of all reception staff.
• Responsible for the recruitment of new reception staff alongside the management team; including, selection and interviewing.
• Arrange/minute regular reception staff meetings
• Point of contact for the GP Partners and Management team for all Reception issues.
• Manage and resolve issues or problems within the reception team
• Effectively communicate any information or changes to the receptionist as required
• Attend HODs meetings and communicate outcomes agreed at the meeting
• Attend the PCN Reception Meetings, this is to share ideas across all 4 practices.
• Ensure Reception have written protocols to assist them to carry out their duties
• Be aware of all external services and ensuring that staff are signposting patients correctly
• Responsible for validating and authorising reception staff overtime on TeamNet.
• Supporting the Reception team in their duties where required and being able to carry out any receptionist duty in the event of sickness (see Reception job description).

Additional Duties

• Undertake fire warden duties on a rota basis or when necessary.
• Undertake any other reasonable request from GPs Partners or Practice Manager.
• As requested, and where within the scope and capability of the post holder, to cover absenteeism and assist with general day-to-day duties across the practice as appropriate and when required.