Reception Care Co-Ordinator

Stoneham Lane Surgery; Southampton; On-site; GBP 60,000 - 80,000; Part time

Job summary

A healthcare organization is looking for an enthusiastic part-time Reception Care Co-Ordinator in Southampton. The role involves patient interaction, managing appointments, and supporting a healthcare team. Ideal candidates will have a strong customer service background and administrative experience in a healthcare setting. Flexibility with working hours and some overtime may be required.

Benefits

NHS pension scheme

Uniform provided after probation

Friendly working environment

Qualifications

• Good standard of English language.
• Experience of working with the general public.
• Experience of administrative duties in a healthcare setting.

Responsibilities

• Meet, greet and welcome all patients and visitors.
• Process and monitor the practice appointment system.
• Answer incoming phone calls promptly and handle requests.
• Record data on Clinical System and maintain patient records.
• Manage patient queries and ensure a tidy working area.

Skills

Customer service background

Excellent communication skills

Organizational skills

IT proficiency

Education

GCSE level or equivalent

AMSPAR Receptionists Qualification

NVQ Level 2 in Health and Social Care

Job description

Overview

Stoneham Lane Surgery has an exciting opportunity for an enthusiastic newcomer to join our friendly team as a parttime Reception Care Co-Ordinator.

The successful applicant will be enthusiastic, confident, and self-motivated, enjoy working in a challenging, busy environment and ideally will have experience of working with the public in a busy focused environment. Your work will mainly be telephone and IT based so you should have an excellent customer service background as well as good keyboard skills and a working knowledge of Microsoft Office packages is desirable. Full training on our Clinical System will be given.

Main duties of the job

You will work within a broad professional group, as well as with members of the public therefore excellent communication, interpersonal and organisational skills will be of equal importance. You will need be a team player with flexibility, be able to follow protocols and procedures and use own initiative, work efficiently in a busy environment, whilst prioritising workload.

You will be responsible for undertaking a wide range of reception duties and the provision of general support to the wider team. Duties can include but are not limited to, greeting, and directing patients, effective use of the appointment system, processing of information, and assisting patients and team members as required. This role will involve dealing with a high level of telephone enquiries, face to face contacts and medical administration to deliver patient care.

About us

We are proud to be an organisation which is focused on our patients, employee, training, and development. We welcome applicants who share our values and commitment to come and work with us in a professional, caring, and supportive team.

All staff are rolled into the NHS pension scheme.

A uniform is provided after satisfactory completion of 6 months probationary period.

Please be advised that Stoneham Lane Surgery do not employ registered patients.

Stoneham Lane Surgery is based in a purpose-built spacious accommodation in SO16 2JA (Swaythling area in Southampton) close to Junction 5 of the M27.

This is a non- smoking organisation.

Job responsibilities

The following are the core responsibilities of the reception care coordinator. On occasion, a requirement to carry out other tasks; this will be dependent on factors such as workload/staffing levels:

a. Meet, greet and welcome all patients and visitors, ensure checked in

b. Process and monitor the practice appointment system

c. Answer incoming phone calls promptly, transferring calls and handling callers requests appropriately and timely

d. Confirm patients contact details, check mobiles and address is in catchment area

e. Record data on SystmOne Clinical System and other approved templates

f. Input data into the patients health care records as necessary

g. Process repeat prescriptions, ensuring they are processed accurately and efficiently

h. Scanning of patient related documentation, attaching to patients healthcare records

i. Direct requests for information i.e. SAR, insurance / solicitors letters and DVLA forms to the administrative team

j. Photocopy documentation and medical records as required

k. Support all administrative staff, providing cover during staff absences.

l. Support all clinical staff with general tasks as requested.

m. Respond to patients, team members and external agency requests

n. Maintain a clean, tidy, effective working area at all times

o. Monitor security/CCTV maintain the reception and waiting areas + notice boards

p. Signpost patients to the correct service, manage all queries efficiently

The successful candidate may also be required to carry out additional tasks which may include:

• Organising Weekly Staff Rota to ensure adequate staffing levels to cover sessions
• Arranging overtime as required, covering staff annual leave, unplanned absence (especially lunch cover and early and late sessions) + and any additional clinics such as Flu+ Covid vaccination clinics + extended hours - maintain fairness with Saturday clinics.
• Organising the 7th week rolling rota for the clinical system, whilst checking GP and Nurse holidays, Study leave, and Tutorials are recorded and blocked appropriately
• Check and maintain the desk diary for expected visitors
• Monitor the cleaners log in and out times, reporting absences, issues and stock requirements, sending the audit monthly

In the managers absence the applicant may be required to:

• Handle patient complaints, acknowledge the complaint has been received in writing, commence a Significant Event with staff involvement to investigate matter
• Deal with staff issues, implement temporary measures pending management return
• Manage any H&S concerns, report building issues to the landlord/maintenance company

Hours of work will include:

Sessions are worked over 4 days as follows:-

24 -28 hours minimum per week to be discussed at interview + overtime as required

Monday DAY OFF

Tuesday Morning 08.30 - 13.00 (4.5 hours)

Wednesday Afternoon 13.00 - 18.30 (5.5 hours)

Thursday All Day 08.00 - 13.00 & 14.00 - 18.00 (9 hours)

Friday Morning 08.00 - 13.00 (5.0 hours)

Flexibility with working hours/reception or admin sessions to maintain the smooth running of the practice and safe working is required, adhoc overtime and additional vaccination sessions will be required of all candidates.

If you have not heard from us within 2 weeks from the closing date you have not been successful

Person Specification

Qualifications

• Good Standard of English language
• Educated to GCSE level or equivalent
• AMSPAR Receptionists Qualification
• NVQ Level 2 in Health and Social Care

Experience

• Experience of working with the general public
• Experience of administrative duties
• Experience of working in a health care setting