Patient Services Co-Ordinator - Spoc

Patient Services Co-Ordinator will work closely with Patient Services/SPOC Team Leader and Sutton GP Practice Managers, clinicians and or practice staff across all four PCNs as well as with other key stakeholders. The Patient Services Co-Ordinator candidate will be comfortable working in a busy and changing environment. You will have a good eye for detail and a can do attitude with a strong focus on delivery and getting the job done.

The role requires a team oriented individual who is eager to develop their skills in delivering efficient patient services through coordinating patients care via EMIS telephone, email and other communication channels.

Coordinate and support the home visiting team to manage demand and capacity of the service across the borough. To arrange and manage the clinical systems required to coordinate the triage of patients and paramedic home visit clinics. To work effectively with the Virtual Ward Leads within the PCN, Sutton Health and Care Team and Acute Team as required to provide an integrated response.

Answer incoming calls promptly and in a courteous manner, providing information that is required. Triage, Book, reschedule and cancel appointments as requested.

• Coordinate and support the home visiting team to manage demand and capacity of the service across the borough
• To arrange and manage the clinical systems required to coordinate the triage of patients and paramedic home visit clinics
• To work effectively with the Virtual Ward Leads within the PCN, Sutton Health and Care Team and Acute Team as required to provide an integrated response
• Answer incoming calls promptly and in a courteous manner, providing information that is required.
• Triage, Book, reschedule and cancel appointments as requested.
• To work effectively within a multidisciplinary setting, holding self and colleagues to account appropriately and demonstrating personal commitment to delivering a professional integrated service
• To support the planning and delivery of the services, managing change, ensuring patient focus, consistency, quality, and cost effectiveness
• To provide service data to Managers and Leads for reporting purposes
• Signposting patients to information
• To take part in delivery of Call & Recall projects.
• Maintain patient confidentiality at all times in compliance with GDPR and NHS policies.
• To assist Practices/PCNs in the provision of a high quality service
• Identify and escalation risks and issues
• Contribute to training and induction for those joining the SPOC team and new services.
• Comply with SPOC team processes
• Working knowledge of MS Office including Word and Excel.
• Provide administrative support as required such as taking minutes and audits
• Build effective working relationships with people at all levels, including PCN Practice staff and external stakeholder such patients and NHS related organisations.
• Entering patient data accurately onto the clinical system.
• Contacting/chasing patients as requested by the Clinicians/ Practices / PCNs
• In agreement with the SPOC Team Leader plan own workload, and manage own time effectively, prioritising own workload appropriately and using own initiative when non-routine situations arise.
• To work as a positive and active member within the SPOC Team.
• Where required the post will cross cover services and practices.
• To provide expert advice to patients, carers and family members when required

Sutton Primary Care Networks is the collaborative vehicle for the four Sutton PCNs and the former Sutton GP Federation working together as a single entity. We are a Community Interest Company that aims to reinvest surpluses back into general practice and primary care for the benefit of our practices and the people who form the communities we serve. Sutton has four PCNs whose boundaries are based on historical relationships and groupings of organisations.

There are some similarities of residents health and care needs unique to a particular PCN, and many more needs that are shared across all four PCNs. Our four PCNs, represent all 21 GP surgeries around Sutton. Their collective footprints cover all of the London Borough of Sutton and its residents who are able to access and benefit from the services and improvements offered by Primary Care Networks.

Primary Care Networks (PCNs) are a key part of the NHS Long Term Plan, with all general practices being required to be in a network by June 2019, and Clinical Commissioning Groups (CCGs) being required to commit recurrent funding to…