Days and Hours
Monday 08:00-18:30
Wednesday 08:00-18:30
Mendip Vale Medical Group are looking for further Patient Co-ordinators to join our team, as we expand in our friendly and innovative practices serving over 90,000 patients within our 11 functional patient sites in North Somerset, Bristol, South Gloucester, and Bath, Swindon and Wiltshire (BSW)
As a Patient Co-ordinator you will assist and signpost patients to the most appropriate service or healthcare professional in a courteous, efficient and effective way.
Job Summary:
Working as part of a team the post-holder will assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way. Managing the expectations of patients, their carers or guardians in to provide a high standard of patient focused service. The post-holder will pro-actively communicate relevant information between patients and their healthcare professional.
The Patient Co-ordinator will develop good working relationships with:
- Patients
- GP, nurses and other surgery staff
Key Responsibilities:
- To support the Patient Services Manger in the delivery of safe and efficient responses to patient requirements.
- Working in our telephone hub being the first contact to our patient enquiries and appointment booking requests.
- Making of appointments by telephone and at the reception desk, using a computerised system.
- Letter scanning and filing, dealing with clerical patient changes of address, completion of forms etc. as required.
- Checking and completion of tasks as appropriate.
- Creation of new patient records.
- Control all patient files and related admin to required quality standards and in line with information governance, GDPR and DPA regulations.
- Maintain accurate records.
Other Responsibilities:
- To understand performance targets and achieve agreed KPI’s.
- To ensure clinical resource and appointment allocation are used in the most effective way.
- To support with information on complaints, concerns and incidents, working with the relevant Manager to resolve them in effective and timely way.
- To support change to both the service and the structure of the Surgery.
- To undertake any other duties commensurate with the post holder’s role as agreed with the Surgery Manager/Team Leader.
- Attending training and events organised by the Surgery or other agencies, where appropriate.
Communication
- Adapt communication style and content to reflect different type of people when making contact.
- Ability to receive sensitive or contentious information and process appropriately.
- Promote positivity and effective working relationships with commissioners, other health care providers and other key health care providers and other key partners to support an integrated approach to high quality patient care.
Confidentiality
- In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately.
- Whilst performing the duties outlined in this Job Description, the post-holder may have access to confidential information relating to patients and their carers, surgery staff and other healthcare workers. They may also have access to information relating to the Surgery as a business organisation. All such information from any source is to be regarded as strictly confidential.
- Information relating to patients, careers, colleagues, other healthcare workers or the business of the Surgery may only be divulged to authorised persons in accordance with the Surgery policies and procedures relating to confidentiality and the protection of personal and sensitive data.
Health & Safety
- Maintain the standards required for the health, safety and security knowledge & understanding as defined in the Surgery Health & Safety Policy.
- Use personal security systems within the workplace according to Surgery guidelines.
- Identify the risks involved in work activities and undertaking such activities in a way that manages those risks.
- Make effective use of training to update knowledge and skills.
- Use appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards.
- Report potential & actual risks identified.
Equality and Diversity
- Support the equality, diversity and rights of patients, carers and colleagues, and challenge behaviours that fall below the standards required.
- Recognise the importance of people’s rights, interpreting them in a way that is consistent with Surgery procedures and policies, and current legislation.
- Respect the privacy, dignity, needs and beliefs of patients, careers and colleagues
- Behave in a manner which is welcoming to an individual, is non-judgemental and respects their circumstances, feelings priorities and rights.
Personal/Professional Development
- Participate in any training program implemented by Mendip Vale as part of this employment.
- Attend monthly whole practice meetings / team meetings to ensure continued understanding and up to date knowledge relating to practice systems and processes.
- Identify personal development and training needs.
- Participate in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development.
- Take responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work.
- Participate in continuing education to maintain a contemporary level of professional knowledge and skill.
Quality
- Strive to improve quality within the Surgery.
- Assess own performance, ensuring competence, and being accountable for own actions, either directly or under supervision.
- Contribute to the quality assurance process and effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the team’s performance.
- Work effectively with individuals in other agencies to ensure the best care for the patient, referring to the Team Leader, Surgery Manger, Service Manager or General Manager as needed.
- Effectively manage own time, workload and resources.
- Recognise people’s needs for alternative methods of communication and respond accordingly.
Contribution to the Implementation of Services
- Maintain and update relevant Surgery policies, standards and guidance as directed by the Managers and Partners.
- Participate in discussions with members of the team on how the policies, standards and guidelines will affect their work.
- Participate in audits & meetings where appropriate.
Sponsorship
Please not this is not a sponsored role.
Due to the high volume of applications we receive, we regret that we are only able to contact candidates who are shortlisted for the next stage of the selection process.
We would like to thank all applicants for their interest in joining our team and for the time and effort invested in the recruitment process.
Pay
Actual salary will be pro rata based on agreed working hours.
Job Types: Part-time, Permanent
Pay: From £12.90 per hour
Benefits:
- Company events
- Company pension
- Cycle to work scheme
- Free flu jabs
- Free parking
- Store discount
Education:
- GCSE or equivalent (preferred)
Experience:
- customer service: 1 year (preferred)
Work Location: In person
