Service coordinator; Call handling

Service coordinator (Call handling ONLY)

The future is exciting. Are you ready to join Primary Care Sheffield (PCS) and be a part of our Sexual Health / Enhanced Access and GP call handling services

Growing collaboration within health and social care in Sheffield provides PCS with a wide range of working-at-scale opportunities which can improve patient pathways and reduce cost.

You will work closely with our Clinical Teams to ensure our patients are treated with respect and dignity ensuring they are booked into one of our service appropriate for their symptoms

This is a responsible, varied and challenging role, suitable for someone who works well under pressure, is self-motivated and can multitask, whilst still working to an extremely high standard.

To be the first point of contact for patients and families and service users when accessing our services by telephone to provide an efficient and effective patient reception/administration function within the primary care settings

Main Duties and Responsibilities

Greeting patients and handling telephone/email enquiries in a professional & friendly manner

Booking, amending, and cancelling appointments using our clinical system

Handling patient records, ensuring confidentiality and accuracy

Supporting clinicians with administrative tasks, including medical coding and summarising records

Previous experience in a GP surgery or healthcare environment (desirable but not essential)

Respond appropriately to verbal complaints and refer any unresolved issues to support/operational management, Providing Complaints process information when necessary.

Send out reminders to patients for up-and-coming appointments

Contact patients to provide feedback on our services in various ways

Note
:
This job description is not exhaustive and may be added to or changed to from time to time following discussion and consultation with the post holder and line manager

As an employee of Primary Care Sheffield, you will be committed to PCSs organisational values:

Openness: ensuring transparency sharing knowledge and welcoming feedback

Person Centred:
Being empathic and understanding of the individual

Innovative:
Embracing change and inquisitive of new solutions

Ambitious:
Working towards the best for Sheffield and its people

Empowering:
Actively engaging staff, our population and partner organisations in improving the health and wellbeing of Sheffield people.

Main Duties and Responsibilities

Greeting patients and handling telephone/email enquiries in a professional & friendly manner

Booking, amending, and cancelling appointments using our clinical system

Handling patient records, ensuring confidentiality and accuracy

Supporting clinicians with administrative tasks, including medical coding and summarising records

Previous experience in a GP surgery or healthcare environment (desirable but not essential)

Respond appropriately to verbal complaints and refer any unresolved issues to support/operational management, Providing Complaints process information when necessary.

Send out reminders to patients for up-and-coming appointments

Contact patients to provide feedback on our services in various ways

Note
:
This job description is not exhaustive and may be added to or changed to from time to time following discussion and consultation with the post holder and line manager

General

The post holder will:

Be expected to undertake any other duties as required which are commensurate with the post.

Ensure that all duties are carried out in line with PCS policies and procedures.

Travel to other PCS sites to provide cover where required, Site change could be requested at short notice in the event of adverse weather conditions / Buildings closure etc

• GCSE or equivalent English and Maths at grade C or above
• Receptionist or Medical Terminology Qualifications

• Experience of working in a reception environment dealing with patients/general public in person and by phone
• Previous experience of working within the NHS
• Previous experience of working in a GP practice
• IT experience using Microsoft Office and E-mail

• Good understanding of equality & diversity
• Excellent organisational skills
• Methodical approach to work
• Excellent interpersonal skills
• Excellent keyboard skills
• Clinical System Use (Systm One/ EMIS)

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.