PCN Care Coordinator Job Gateshead area,England UK,Healthcare

This is an exciting opportunity to join the Birtley and Central Gateshead Primary Care Network team. The role of the Care Coordinator is to ensure that patients are assisted courteously, efficiently and with empathy, and to support other members of the practice team. The Care Coordinator will be based in Second Street Surgery and will act as the first point of call for patients;

receiving and directing them to the most appropriate care and services and answering their enquiries. Experience is preferred but not essential as training can be given to the right candidate.

Excellent customer service skills and an ability to stay calm under pressure are a must. You will have excellent listening and communication skills.

Previous experience working in a fast paced environment and experience in managing your workload while working to deadlines and targets would also be advantageous.

Main duties of the job

Purpose of Post

To ensure that patients are assisted courteously, efficiently and with empathy, and to support other members of the practice team. The Care Coordinator will act as the first point of call for patients; receiving and directing them to the most appropriate care or service and answering their enquiries. In addition to reception duties they will also carry out administrative tasks to support the delivery of an efficient caring, and high quality service to our patients.

About us

You will be based in Second Street Surgery which is a small practice of approximately 4300 patients. You will work as part of a small and very friendly team serving a diverse population.

Annual leave starts at 27 days plus bank holidays. This rises to 29 days after 5 years service and 33 days after 10 years. All employees can access our Employee Assistance Programme.

Job responsibilities

Purpose of Post

To ensure that patients are assisted courteously, efficiently and with empathy, and to support other members of the practice team. The Care Coordinator will act as the first point of call for patients; receiving and directing them to the most appropriate care and answering their enquiries. In addition to reception duties they will also carry out administrative tasks to support the delivery of an efficient caring, and high quality service to our patients.

Care Coordination

Signposting, navigation and coordination of services. Supporting migrant patients to get the care they need. Making referrals to the Community Pharmacy Consultation Scheme. Signposting patients to services and clinicians that will meet their needs. Helping patients to navigate health, social care and VCSE services including accompanying them in consultations or in attending other services where required. Supporting patients to register with the practice where there is a barrier, i.e. language, cultural considerations etc.

Carrying out cancer care review calls and arranging follow up with the GP or other appropriate clinician as required. Supporting patients with complex needs by carrying out calls to ensure they attend for reviews and working with the MDT to remove any barriers to them accessing care.

Receiving and Directing Patients. Receive and direct patients on arrival at the reception desk in a friendly and courteous manner, ensuring their requirements are met professionally and efficiently. Warmly welcome and register new patients who are in the practice area and inform patients of practice facilities. Provide help to patients with general enquiries, and to assist them to make appointments, using the computer appointment system.

Care navigation to ensure the patient is seen by the most appropriate clinician or service to meet their needs. Signposting to other services as required. Receive, record and direct accurate messages when appropriate and pass these onto other members of the team using emails or the clinical system. Answer telephones promptly in a polite and professional manner and manage calls appropriately.

Dealing with patients and other callers and forwarding to the most appropriate team member if necessary. Dealing efficiently with general enquiries from patients, explaining surgery procedures, the appointment system and all other procedures for obtaining services, handing outpatient packs / practice leaflets as appropriate. To advise patients on approximate waiting times and of any unexpected delays. To book interpreters for patients when needed.

To take in fees from patients where applicable and issue receipts. To give patients any forms / referral letters that are waiting for collection, checking taking in fees where necessary. To listen to patients’ complaints, remaining polite and empathetic at all times, making sure they are addressed and dealt with appropriately, enlisting the help of a senior colleague when needed.

Person

Specification Personal Qualities

Good communication skills, in person and over the telephone
Cheerful and professional demeanor at all times
Possessing sensitivity, tact and diplomacy
Self-motivated with a high degree of personal…