Care Co-ordinator - Grimsby, United Kingdom - Pelham Medical Group

Description

PRINCIPAL ACCOUNTABILITIES:

To deliver an efficient, care co-ordinator / medical reception role directing patients to the most appropriate person or service and also to provide a high level of customer care and general advisory service to the practice population as per rota requirements ensuring flexibility at all times.

To work with the practice team towards the future development of the practice whilst at all times working within the spirit of the governing rules and regulations adopted by primary care and promoting an excellent standard of customer care at all times.

KEY WORKING RELATIONSHIPS:
Practice Manager, Assistant Practice Manager, GPs and all other clinical staff and attached staff, administration & reception teams.

SPECIALIST RESPONSIBILITIES - To provide a high level of customer care at all times to our patients and visitors to the practice.

• Maintain effective communication with clinical staff on a day to day basis.
• To provide a combined front reception desk / telephone acre coordinator role to the practice to include face to face and over the telephone interactions, offering patient choice at all times.
• To have a full knowledge of the protocols and processes in place for the role.
• To have a full knowledge of the practice complaints processes, PALS, patient fees, practice boundary and various other practice related information to ensure provision of a general advisory service to our patients and visitors.

MAIN TASKS FRONT DESK RECEPTION DUTIES: Meet and greet patients upon arrival including visitors to the practice providing relevant assistance to their reason for attending. Promoting a high standard of customer care at all times promoting a positive image of yourself and the practice. Booking appointments for patients presenting at the front reception desk for all clinics and services using EMIS Web clinical system ensuring sufficient information is recorded and appointment record cards are given to patients. Deal with all patient and visitor enquiries in a polite and efficient manner.

Provide a high level of communication at all times with patients, visitors, clinical and other practice staff, and using tasks and screen messages appropriately.

Complete start and end of day procedures to open premises activate/deactivate the alarm and make all necessary preparations to receive patients and secure the building at the end of the day.

Maintain up-to-date and compliant medical records adhering to our paperless system, noting births/deaths, change of name/address etc. Register new patients and arrange new patient health checks.

Promote the use of the automated arrival machine to our patients educating them in its use as and when required to do so.

Complete filing duties and other reception/administration duties as routinely necessary relevant to the front reception area. Ensure reception and waiting area are kept neat and tidy and free from hazards. Receive and pass on messages, and act on patient instructions efficiently, accurately and appropriately.

Maintain stocks of Practice Leaflets and other patient related materials at all times. Receiving and recording patient samples for testing. Receipt of payment for private services for patients, issuing receipts and following petty cash protocols. Receiving and distributing incoming mail etc.

Completion of new patient registrations using EMIS Web and co-ordination of new patient registration forms. Promoting a high standard of customer care at all times promoting a positive image of yourself and the practice.

Deal with all patient and other administrative enquiries in a polite and efficient manner, following customer service protocols at all times.

Deal with telephone queries in an efficient manner, following customer service protocols at all times.

Maintain a clear desk policy and shred all confidential papers no longer required. Action QoF pop-ups and Summary Care Record PDS/spine differences. Any other duties as deemed necessary by your Line Manager. COMMUNICATION Communicate effectively with the whole practice team, patients, visitors and attached staff.

Report any problems with your workload to your Line Manager. Communicate to our patients and visitors following our customer service standards and protocols at all times. CLINICAL This post is reception/administrative, there will be no clinical duties or skills required.

However, it is imperative that you continuously develop your understanding of the clinical systems used by the practice to ensure efficiency and accuracy.

TEAM WORK Work as part of a team to ensure that the main priorities of the business are fulfilled with due care and concern on a daily basis -these tasks must be worked in priority order.

Contribute to the management and continuous improvement of service delivery and overall team performance. Act as a role-model and promote team work. Establish and maintain the trust of staff, line manager, colleagues and other agencies.

Identify and minimise interperso