Patient Care Coordinator

Job description

Detailed job description and main responsibilities

• To receive all patients and other visitors into the department in a professional, polite and friendly manner.
• To work in our Call Centre on a shift/rotational basis answering calls from patients, booking appointments or referring to clinical staff.
• To code patients after attendance for income and public health statistics.
• To advise patients of current and approximate waiting times in liaison with nursing and medical team and ensure patients are made aware of any relevant information.
• When on reception, update pt. DNA's and attend patients using the Cerner, and GUM EPR systems.
• To enter all new patients' full details accurately onto appropriate systems
• To be responsible for maintaining accurate patients' demographic detail and report any duplicate patient registrations to the Service Delivery Manager.
• To manage all calls efficiently and professionally within the identified performance standards.
• To note any change in circumstances e.g. GP contact details and addresses are entered onto EPR. Check with the patient at every visit that all the above information is accurate
• To accurately attend all GUM patients as a new, follow up, reschedule or rebook based on their last visit.
• To accurately process all new HIV patients onto Cerner under a medical number.
• To effectively diffuse difficult situations with patients and refer to the Reception Supervisor or Nurse in Charge.
• To arrange and book any additional services that may be required by patients attending the clinic e.g. transport or interpreting services.
• To maintain patient confidentiality at all times, keeping patients' information private and only allowing access to it by authorised staff.
• Responsible for ensuring that all clinics are encountered, and RTT outcomes are recorded.
• To take part in audits of outpatient activity as required.
• To work a flexible Rota system for the Service, including late clinics and weekends where necessary and providing clerical support to other directorate services where needed
• Undertake other administration and reception duties at the discretion of the Clinic Manager.
• Contribute to Service development of the HIV/GUM Directorate e.g. being involved in multi-disciplinary audit/development groups

Please see attached job description and person specification to this advert for further details.

Person specification

Education and Qualifications

Essential criteria

• Excellent standard of spoken and written English
• Recognised qualification in customer care NVQ level 3 or relevant experience

Experience

Essential criteria

• Experience of working with the general public in a customer facing or administrative role
• Accurate computer data entry skills
• Clerical/ reception/ administration experience
• Experience of working as part of a team.

Desirable criteria

• Experience of working in Sexual Health/ HIV
• Previous experience of working within a health care setting and using NHS information/ IT systems

skills and Knowledge

Essential criteria

• Excellent telephone skills
• Excellent keyboard and IT skills including use of Outlook, Word and Excel
• Excellent communication and interpersonal skills
• Understanding of need for confidentiality and information governance in a health care environment particularly in an HIV/GUM setting
• To be able to manage difficult situations Able to prioritize workload

Desirable criteria

• Worked previously in an NHS outpatient area or an equivalent NHS setting such as Primary care
• Experience of working with patients in an NHS setting
• Able to be confident and professional when dealing with patients behaviour
• Familiar with NHS computer appointment and booking systems

Important

• There may be some occasions when we have to close a vacancy earlier than the advertised closing date, this will be due to a high volume of applications. You are therefore advised to submit your application as early as possible to avoid disappointment.
• Please check your emails regularly (and your junk folder) as this is how we will communicate with you throughout the recruitment process.
• In submitting an application, you authorise the Trust to confirm any previous NHS service details via the Inter Authority Transfer (IAT) process, should you be appointed to the post.
• During the recruitment process your identity documentation (ie passport, driving licence, visa etc) will be scanned using a device which recognises UV, infrared and machine-readable zone security features of the documents provided.
• Employment at the Trust is offered subject to successful completion of a six month probationary period.
• Some roles may require weekend shift working across multiple sites
• We operate a joint recruitment hub across the North West London Acute Provider Collaborative Group. As part of this, your application and personal data may be shared with partner trusts within the group for recruitment and workforce purposes, in line with General Data Protection Regulation (GDPR)

Right to work

If you need sponsorship to work in the UK, please visit the Home Office website for information on sponsorship and visa status before you fill in your application form. Due to recent changes in the UK immigration rules which affect Skilled Worker Visas, Global Business Mobility, Higher Skill Level and Increased Salary Thresholds, please ensure that you are able to meet the requirements to live and work in the UK before applying. Further information about eligibility is available on