Patient Services Care Co-Ordinator​/Manager

Patient Services Care Co-Ordinator/Manager - Village Surgery

Overview of position

We are looking to recruit a suitably experienced person to join our friendly but busy reception team to assist the Management team with maintaining patient services within the Practice.

To Support patients in ensuring they can access appropriate services. To manage the day-to-day activities of the reception area and team; being the first point of contact for any problems, absences. To provide support and assistance to the GPs and Nurses.

The position would be working 30 hours a week to include working on a Friday.

The person we are looking for needs to be flexible, accurate, a problem solver, organised, proactive and supportive and be able to work autonomously or within a team and preferably have leadership experience. A good knowledge of TPP Systm One would be advantageous.

This position would suit someone already working in a similar role or possibly an individual with solid experience in an administrative/receptionist role in Primary Care who wishes to take their first step towards Practice Management.

For more information on what the role involves, please see the Job description.

• Ensuring there is a point of contact in reception who can discuss any concerns patients may have and deal with the concerns if possible. Refer to the Deputy Practice Manager, if it can't be dealt with at the time, ensuring the patient is fully aware of his/her rights regarding the complaints process and their right to appeal/escalate any decision.
• In the absence of our Carers lead, proactively identifying carers and work with them to support their personalised care requirements, ensuring they can access appropriate services
• Help people to manage their needs, answering their queries and supporting them to make appointments.
• Support the Reception team provide coordination and navigation for individuals and their carers across health and care services, working closely with social prescribing link workers, health and wellbeing coaches and other primary care roles.
• Maintaining the areas of social media, ensuring up to date information for patient services and support is always aligned with national and local campaigns.

Management Duties

• Compile and communicate reception staff rota.
• Management and oversight of Systm Connect.
• Monitor/manage holiday entitlement and commitment and ensure adequate cover is available at all times (including during periods of unexpected absence).
• Responsible for the training and development of all reception staff.
• Responsible for the recruitment of new reception staff alongside the management team; including, selection and interviewing.
• Point of contact for the GP Partners and Management team for all Reception issues.
• Manage and resolve issues or problems within the reception team
• Effectively communicate any information or changes to the receptionist as required
• Attend HODs meetings and communicate outcomes agreed at the meeting
• Attend the PCN Reception Meetings, this is to share ideas across all 4 practices.
• Ensure Reception have written protocols to assist them to carry out their duties
• Be aware of all external services and ensuring that staff are signposting patients correctly
• Responsible for validating and authorising reception staff overtime on Team Net.
• Supporting the Reception team in their duties where required and being able to carry out any receptionist duty in the event of sickness (see Reception job description).

Additional Duties

• Undertake fire warden duties on a rota basis or when necessary.
• Undertake any other reasonable request from GPs Partners or Practice Manager.
• As requested, and where within the scope and capability of the post holder, to cover absenteeism and assist with general day-to-day duties across the practice as appropriate and when required.