The Old School Surgery
Hinckley Road
Stoney Stanton
Leicestershire
LE9 4LJ

Job Description

JOB TITLE:	Patient Coordinator

ACCOUNTABLE TO:	The Partners

REPORTS TO:	Practice Manager

Job SUMMARY:

To be responsible for undertaking a wide range of reception and administrative duties and the provision of general support to the multidisciplinary team.  Duties can include but are not limited to, greeting and directing patients, patient registration, booking appointments, processing of information (electronic and hard copy) and assisting patients as required

To act as the central point of contact for patients, the distribution of information, messages and enquiries for the clinical team, liaising with multidisciplinary team members and external agencies such as secondary care and community service providers.

PRIMARY RESPONSIBILITIES

The following are the core responsibilities of the patient coordinator.  There may be on occasion, a requirement to carry out other tasks; this will be dependent upon factors such as workload and staffing levels:-

a)	Maintaining and monitoring the practice appointment system.
b)	Process personal, telephone and e-requests for appointments
c)	Answer incoming phone calls, transferring calls or dealing with the callers request appropriately
d)	Action all incoming faxes
e)	Signpost patients to the correct service
f)	Initiating contact with and responding to, requests from patients, team member and external agencies
g)	Action all repeat prescriptions ensuring they are processed accurately and efficiently
h)	Photocopy documentation as required
i)	File and store records as required
j)	Advise patient of relevant charges for private (non General Medical Services) services, accept payment and issue receipt for payment.
k)	Data entry of new and temporary registrations and relevant patient information as required.
l)	Input data into the patients’ healthcare records as necessary
m)	Process requests for information ie., SAR, insurance/solicitors letters and DVLA forms to the administrative team
n)	Manage all queries as necessary in an efficient manner
o)	Make and serve refreshments
p)	Maintain a clean, tidy, effective working area at all times
q)	Monitor and maintain the reception area and notice boards
r)	Support all clinical staff with general tasks as requested
s)	Chaperone upon request following practice protocol and guidelines.

SECONDARY RESPONSIBILITIES

In addition to the primary responsibilities, the patient coordinator may be requested to:

a)	Partake in audit as directed by the audit lead
b)	Support administrative and reception staff, providing cover during staff absences
c)	Complete opening and closing procedures in accordance with the duty rota
d)	Ordering and monitoring of stationery supplies
e)	Undertake any other additional duties appropriate to the post as requested by the Partners or the Practice Manager.

GENERIC RESPONSIBILITIES

All staff at The Old School Surgery have a duty to conform to the following:-

Equality, Diversity & Inclusion

A good attitude and positive action towards ED&I creates an environment where all individuals are able to achieve their full potential.  Creating such an environment is important for three reasons: it improves operational effectiveness, it is morally the right thing to do, and it is required by law.

Patients and their families have the right to be treated fairly and be routinely involved in decisions about their treatment and care.  They can expect to be treated with dignity and respect and will not be discriminated against on any grounds including age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex or sexual orientation.  Patients have a responsibility to treat other patients and our staff with dignity and respect.

Staff have the right to be treated fairly in recruitment and career progression.  Staff can expect to work in an environment where diversity is valued and equality of opportunity is promoted.  Staff will not be discriminated against on any grounds including age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex or sexual orientation.  Staff have a responsibility to ensure that you treat our patients and their colleagues with dignity and respect.

Safety, Health, Environment and Fire (SHEF)

This practice is committed to supporting and promoting opportunities for staff to maintain their health, well-being and safety.  You have a duty to take reasonable care of health and safety at work for you, your team and others, and to cooperate with employers to ensure compliance with health and safety requirements   All personnel are to comply with the Health and Safety at Work Act 1974.  Environmental Protection Act 1990.  Environment Act 1995, Fire Precautions (workplace) Regulations 1999 and other statutory legislation.

Confidentiality

This practice is committed to maintaining an outstanding confidential service.  Patients entrust and permit us to collect and retain sensitive information relating to their health and other matters, pertaining to their care.  They do so in confidence and have a right to expect all staff will respect their privacy and maintain confidentiality at all times.  It is essential that if, the legal requirements are to be met and the trust of our patients is to be retained that all staff protect patient information and provide a confidential service.

Quality & Continuous Improvement (CI)

To preserve and improve the quality of our output, all personnel are required to think not only of what they do, but how they achieve it.  By continually re-examining our processes, we will be able to develop and improve the overall effectiveness of the way we work.  The responsibility for this rests with everyone working within the practice to look for opportunities to improve quality and share good practice.

This practice continually strives to improve work processes which deliver health care with improved results across all areas of our service provision.  We promote a culture of continuous improvement, where everyone counts and staff are permitted to make suggestions and contributions to improve our service delivery and enhance patient care.

Induction Training

On arrival at the practice all personnel are to complete a practice induction programme, this is managed by the Practice Manager.

Learning & Development

The effective use of training and development is fundamental in ensuring that all staff are equipped with the appropriate skills, knowledge, attitude and competences to perform their role.  All staff will be required to partake and complete mandatory training as directed by the Assistant Practice Manager, as well as participating in the practice training programme.  Staff will also be permitted (subject to approval) to undertake external training courses which will enhance their knowledge and skills, progress their career and ultimately, enable them to improve processes and service deliver.

Collaborative Working

All staff are to recognise the significance of collaborative working.  Teamwork is essential in multidisciplinary environments.  Effective communication is essential and all staff must ensure they communicate in a manner which enables the sharing of information in an appropriate manner.

Service Delivery

Staff at The Old School Surgery must adhere to the information contained with practice policies and regional directives, ensuring protocols are adhered to at all times.  Staff will be given detailed information during the induction process regarding policy and procedure.

Security

The security of the practice is the responsibility of all personnel.  Staff must ensure they remain vigilant at all times and report any suspicious activity immediately to their line manager.  Under no circumstances are staff to share the codes for the door locks to anyone and are to ensure that restricted areas remain effectively secured.

Professional Conduct

At The Old School Surgery staff are required to dress appropriately to their role.  Administrative staff will be provided with a uniform whilst clinical staff must dress in accordance with their role.

Leave

All personnel are entitled to take leave.  Managers are to ensure all of their staff are afforded the opportunity to take leave each year, and should be encouraged to take all of the leave entitlement.

Person Specification – Patient Coordinator	
Qualifications	Essential	Desirable	
Educated to GCSE level or equivalent			
GCSE Mathematics & English (C or above)			
AMSPAR Receptionists Qualification			
NVQ Level 2 in Health and Social Care			
Experience	Essential	Desirable	
Experience of working with the general public			
Experience of administrative duties			
Experience of working in a health care setting			
Experience of working as part of a team			
Skills	Essential	Desirable	
Excellent communication skills (written and oral)			
Ability to manage expectations through negotiation skills			
Strong IT skills			
Clear, polite telephone manner			
Competent in the use of Office and Outlook			
Systmone user skills			
Effective time management and ability to work to deadlines			
Ability to demonstrate listening and understanding skill			
Ability to work as a team member and autonomously			
Good interpersonal skills			
Organisation / problem solving  skills			
Ability to follow policy and procedure			
Personal Qualities	Essential	Desirable	
Polite and confident			
Flexible and cooperative			
Motivated			
Forward thinker / using initiative			
High levels of integrity and loyalty			
Sensitive and empathetic in distressing situations			
Ability to work under pressure			
Confidentiality			
Flexibility with hours and managing a variety of tasks			
Other requirements	Essential	Desirable	
Flexibility to work outside of core office hours			
Disclosure Barring Service (DBS) check			

This document may be amended following consultation with the post holder, to facilitate the development of the role, the practice and the individual.  All personnel should be prepared to accept additional, or surrender existing duties, to enable the efficient running of the practice.