Care Co-ordinator / Receptionist

Job responsibilities

Job Title Care Coordinator Medical Receptionist

Reports To Reception Manager

Responsible To Practice Manager

Organisation Summary St Anthony's Health Centre is based in the East of Newcastle upon Tyne and is part of the Newcastle East Primary Care Network The PCN is a group of practices working collaboratively to improve the health of local residents

Purpose of the Role The Care Coordinator Receptionist role supports the practice and PCN in improving access to services providing advice and information and ensuring health and care planning is timely efficient and patient-centred The role supports digital initiatives and coordinates the patient journey through primary care

Aim of the Post To help patients access services efficiently and effectively To support the practice team in their duties To act as a focal point for internal and external communication within the practice

Main Duties and Responsibilities Liaise with clinical teams within the practice PCN care homes and community services to support patient management Liaise with PCN Primary Care Navigators and Social Prescribing Link Workers Support patients and carers in creating personalised care and support plans following healthcare consultations Help patients manage their needs by answering queries making and managing appointments and directing them to appropriate health or social care providers Support the coordination and delivery of services as part of the Multi-Disciplinary Team in Primary Care Support the link care homes team Assist patients in accessing public health screening campaigns Support the delivery of QoF incentive schemes and other quality or cost-effectiveness initiatives

Appointments Explain the appointment system and assist patients in booking the most appropriate appointment Use the computer system to manage appointments and record patient arrivals Keep patients informed of delays Prioritise urgent cases Monitor and report on DNA rates

Signposting Follow practice protocols to signpost patients to community pharmacy and other appropriate services

Telephone Answer transfer and make calls professionally and efficiently Maintain the back-office function of the cloud-based VOIP telephone system including running reports and changing call flows Understand and manage SMS messaging linked to the telephone system

Messages Record and relay accurate messages to team members with appropriate urgency Follow up messages to ensure actions are completed Use practice notes and email for communication

Prescriptions Process repeat prescriptions accurately adhering to practice policies regarding review dates and non-repeat items Dispose of waste script paper securely

Home Visits Record home visit requests accurately including patient contact details Prepare patient summaries for visiting doctors Alert duty doctors to urgent requests

Computer Use Adhere to practice security policies regarding system use including logging in and out and keeping screens private Ensure accurate data entry and retrieval

Mail Prepare outgoing post daily Return misaddressed mail to the sender

Records Maintain medical records in an organised and up-to-date manner File correspondence and records in chronological order Prepare records for consultations Renew old folders and update patient details Process new patient records

Email Manage the reception inbox and take appropriate actions Maintain personal inbox and set up rules within Outlook

Data Entry Code clinical data to patient records following GP guidelines

Tagging and Sorting Prepare notes for new patients transferring from Lloyd George format to A4 format

Confidential Waste Ensure all confidential waste is stored securely for shredding

Stationery and Supplies Maintain adequate stock of NHS and office stationery Ensure consultation rooms are stocked with specimen containers

Specimens Log specimens onto the computer system before dispatch Ensure patient details are correct on forms and containers Check the refrigerator daily for stored specimens Hand specimens to the courier twice daily

Ambulance Bookings Use the web-based system to book patient transport Arrange emergency transport by telephone if necessary

Interpreting Service Book interpreters for non-English speaking patients and use language line when required

Patient Information Act as a resource for patients seeking information on local health services and signpost them appropriately

Building Open close and alarm the building as required Keep work and waiting areas tidy Check consultation rooms before surgeries

Complaints Assist patients in accessing the in-house complaints procedure

Collaborative Working Relationships Work collaboratively with the Multi-Disciplinary Team patients and carers to manage and coordinate care Use healthcare technologies to optimise service delivery patient access and continuity of care

Education Learning and Development Comply with all organisational and statutory requirements including health and safety infection control equality and diversity confidentiality information governance safeguarding adults and children Complete all statutory and mandatory training Take responsibility for personal development Undertake training as identified by the Personalised Care Institute

Practice Standards

Data Protection and Confidentiality Maintain patient confidentiality at all times Use personal data only for practice business and do not disclose it to third parties without authorisation Comply with the Data Protection Act 2018

Health and Safety Promote and maintain health safety and security within the workplace Use personal security systems as per practice guidelines Identify and manage risks in work activities Keep work areas tidy and free from hazards Apply infection control procedures Understand and apply principles of the cold chain Assist with risk assessment procedures

Equality and Diversity Support the equality diversity and rights of patients carers and colleagues Act in a way that respects peoples rights privacy dignity needs and beliefs Behave in a non-judgmental and welcoming manner

Personal and Professional Development Participate in training and personal development reviews Take responsibility for learning and professional growth Demonstrate skills and activities to colleagues undertaking similar work

Quality Maintain quality within the practice Alert team members to quality and risk issues Participate ...