Imperial College Health Centre are hiring for a Patient Coordinator to join the team.
Job Type: Full-time
Introduction
The successful applicant will be part of our primary care administration team providing NHS health services to our patients. They will be the first point of contact between the patient and the practice with their aim to resolve patient issues efficiently and professionally. Communications with patients will be face to face, over telephone and through email/online consultation.
The main parts of the role include;
- Signposting patients to internal and external health services.
- Manage patients according to need and troubleshooting patient queries.
- Coordinating care for patients with clinicians and other health providers.
- Manage all the clinics at the health centre.
- Manage telephone system and ensure calls are answered quickly and professionally.
- Managing the registering and removal of patients.
- Manage incoming and outgoing medical records.
There will be opportunities to develop and take on more responsibilities for those eager to learn and progress.
Please review below the full job description for more details.
About the Practice
We are a large NHS GP Practice situated on the Imperial College campus near South Kensington station with London sights such as the V&A, Royal Albert Hall, Natural History Museum, and Science Museum a couple of minutes’ walk away. We have a committed and enthusiastic multi-disciplinary team that care for the students at Imperial College and the Royal College of Music as well as a local resident population. We aim to deliver the best quality care to our patients through innovation, new technologies and quality improvement. Everybody in the team has the chance to contribute to the development of the practice.
We have a large clinical team consisting of GPs, Practice Nurses, HCAs, Mental Health Practitioners, Cognitive Behavioural Therapists, Psychotherapists, Physiotherapists, a Psychiatrist, Clinical Pharmacist and a Life Coach.
- CQC rating of good and achieved the Pride in Practice award.
- High achiever in quality outcome measures.
- Large patient list with over 20,000 patients from a range of diverse backgrounds.
- We are a training practice for trainee GPs and offer training opportunities to all staff.
- We operate from a modern purpose built health centre next to Hyde Park.
Full time working hours of 7 hours per day, Monday to Friday, on shift between 08.00 - 18.30.
Informal visits and enquiries are welcome. Please contact the Practice Manager for more information
Expectations from Applicants
Please read the job description careful and ensure this is the right position for you. Working in the NHS is very rewarding but it comes with challenges and responsibilities. We are looking for applicants who are professional, kind and can communicate well with patients and the team. You should be able to troubleshoot problems and manage more than one task at a time. Having computer skills and being able to learn new systems will be essential for the role. The role requires individuals to be efficient and productive throughout the day.
Applicants do not require past NHS experience as training can be provided.
Please review your commute before applying and ensure it is achievable for arriving to work before 8am or travelling home after 6.30pm.
Please provide a covering letter with your application.
JOB DESCRIPTION
Patient Coordinator
The primary role of the Patient Coordinator is to provide first point of contact and act as a focal point of communication between patients, doctors and other clinical staff. To ensure the efficient and smooth running of the reception, telephone services, clinics. And to assist with the administration duties.
Reception Duties including
- To signpost patients to internal and external services
- To coordinator care between patients and all service providers
- To manage all on-call clinics and liaise with the on-call clinicians
- To ensure all walk-in emergency patients are managed safely
- To managing routine clinics, waiting lists, recalls and DNAs
- To re-schedule patient’s appointments from cancelled clinics
- To troubleshoot queries for patients and colleagues. To ensure all patients enquiries are managed safely and the patient has been offered the correct pathway(s) for any clinical or administration issues.
- To ensure all telephone calls and attendees to the practice are managed in a prompt and professional manner.
- To explain all procedures and pathways to patients regarding registration with the practice
- To ensure all contact details are checked for all patients and updating accordingly
- To ensure all Quality and Framework Outcomes and other contractual alerts are adhered to and booked relevant appointments
- Explaining the procedure for the completion of private services
- Explaining procedures for mitigating circumstances and other college certification
Computer and Administration
- To maintain and update patient computer record and medical records.
- To register all new student patients within 2 working days of receipt of their application to register
- To assist in completion and processing of all forms regarding patient registration
- To send all relevant information and links to patients
- To ensure all delivery log books are signed and deliveries accounted for.
- To ensure all Quality and Outcome Framework / and other contractual alerts are adhered to and patients are booked appropriate appointments
- To provide administrative support to clinicians and managers as required
- To return medical records promptly via PCSE when they request them.
Medical Records
- To ensure all medical records are filed in a timely manner
- To ensure all medical records cabinets are keep in strict alphabetical order
- To ensure all patient medical records that have been deducted are ready for the weekly PCSE collection
- To ensure the movement of medical records are recorded accurately on the medical system.
Other
- To open/lock the Health Centre, following laid down security checks
- As appropriate, to follow start and end of day procedures
- To ensure the cold chain policy is adhered to for all deliveries
- To ensure the daily specimen collection is made and report any non- collections to the duty nurse/manager
- To comply with Information Governance, Health & Safety & Security requirements
- To maintain a tidy reception and waiting areas.
- To maintain confidentiality and discretion at all times
- To attend staff meeting meetings
- To complete any mandatory training or training relevant to the post
- To attend and contribute to weekly admin meeting
- To ensure that any amendments to the patient coordinators handbook is reviewed
- To provide training, support and shadowing to all new patient coordinators
- To ensure all mandatory training is completed and to attend a yearly BLS update training
- To comply with all CQC requirements
- Any other duties appropriate to the post as allocated by the Partners and Practice Manager
Person Specification
D – Desirable
E – Essential
Education, Training Qualifications and Experience
- E - Educated to GCSE or equivalent
- D - Educated to A Level or equivalent
- E - Experience with IT, such as word processing, spreadsheets, emails to produce documentation and communicate with colleagues and service users
- E - Excellent written and verbal communication skills
- E - Experience offering face to face and telephone customer service
- E - Meet Disclosure and Barring Service (DBS) reference requirements for post
- D - Experience as a Patient Coordinator or similar role in the NHS
- D - Experience using TPP SystmOne or a similar clinical IT System
Personal Qualities
- E - Motivated and enthusiastic
- E - Be detailed orientated
- E - Excellent organisational skills and punctuality
- E - Value personal accountability
- E - Value self-appearance and presentable for a customer facing role
- E - Resilient and work well under pressure
- E - Active listener and empathetic with service users
Leadership and Management
- D - Evidence of organising, planning and prioritising workload on own initiative
- D - Ability to identify and manage risks
- E - Be able to work as part of a multi discipline team, maintain effective working relationships and collaborative practice
- D - Act as a role model for the organisation’s values
- E - To be reliable and inspire trust with stakeholders
Improving Development
- E - To be reflective and identify own learning needs
- E - Demonstrate ability to keep up with mandatory training
- E - Demonstrable commitment to professional and personal development
Job Type: Full-time
Pay: £14.15-£15.15 per hour
Benefits:
- Company pension
- Cycle to work scheme
- Free flu jabs
- Sick pay
Work Location: In person
