Patient Care Coordinator

Job responsibilities

JOB TITLE: Patient Care Coordinator

RESPONSIBLE TO: Practice Manager/Deputy Manager

MAIN PURPOSE OF JOB:

• To provide a point of contact for patients and act as a focal point for communication between, patients, clinicians
• To provide high quality reception and administrative services to the patients, clinicians, and staff at the surgery in a caring and supportive manner.
• To maintain confidentiality of all information.
• To provide flexibility in practice staff arrangements.

SPECIFIC OBJECTIVES - AIMS:

• The post holder will be able to work alone and as part of a team, following practice protocols.
• Work under pressure, be courteous and patient and enjoy working with colleagues and patients.
• Work with minimum supervision on all aspects of the practice reception and administrative functions.

MAIN DUTIES AND RESPONSIBILITIES OF THE POST

Reception Duties:

Act as the first point of contact for patients and visitors, providing a professional and welcoming experience in person, over the phone, or online.

Schedule, manage, and coordinate patient appointments, ensuring efficient use of clinical time and reducing wait times.

Handle patient check-ins.

Address general inquiries regarding the practice, services, and procedures.

Triage urgent requests and direct patients to the appropriate clinician or service.

Provide guidance to patients on using online services such as appointment booking, prescription requests, and medical record access.

Monitor and maintain a clean, organised, and calm reception area.

Administrative Support:

Register new patients and update existing patient records, ensuring accuracy and adherence to confidentiality protocols.

Process new patient registrations, amendments, and deductions, including death documentation.

Process repeats prescription requests, ensuring accuracy and timely delivery to patients.

Manage incoming and outgoing correspondence, including emails, post, and internal messages.

Support referral processes by preparing and forwarding patient information to external services as required.

Maintain accurate records of patient interactions and update clinical systems with relevant notes.

Assist with the coding and filing of patient information on System One.

Utilise System one clinical system to ensure efficiency of call/recall systems, along with appropriate coding.

Summarising of new medical records.

Initiate and compile accurately forms used in normal running of medical practice.

Patient Interaction:

Handle patient queries and complaints with empathy and professionalism, escalating complex issues to the Practice Manager or appropriate clinician.

Provide assistance to patients in completing necessary forms and paperwork.

Maintain strict patient confidentiality and always comply with data protection regulations.

Communicate clearly and effectively with patients from diverse backgrounds, including those with language barriers or additional needs.

Operational Responsibilities:

Support the management of clinical and non-clinical workflows, ensuring tasks are prioritised effectively.

Maintain the reception areas stock of forms, leaflets, and other materials for patients.

Contribute to team meetings and share ideas for improving patient experience and practice efficiency.

Assist in the onboarding and training of new administrative staff.

Maintain awareness of and comply with practice policies, including infection control, health and safety, and confidentiality policies.

Financial and Operational Tasks:

Process non-NHS income and reconcile petty cash.

OTHER DUTIES

Act as patient chaperone as required.

Cover for colleagues absent on leave and/or practice business.

• The post holder will be expected to always maintain strict confidentiality and be aware of Caldicott principles.
• The post holder will be expected to familiarise themselves with the health and safety poster of the practice and maintain the responsibilities outlined.
• The post holder will be expected to remain abreast of current evidence-based practice and make use of the learning opportunities offered.

Person Specification

Qualifications

Essential

• GCSE Grades A-C in English and Maths
• IT Skills - Microsoft word, excel, outlook, teams
• Previous experience in customer service/working with the public

Desirable

• Previous Patient Care Co-ordinator experience
• Educated to A Level/NVQ Level

Disclosure and Barring Service Check

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.

Employer details

Employer name

Chapelgreen Practice

Address

Chapelgreen Practice

Bevan Way

Chapeltown

Sheffield

S35 1RN

Employer's website

https://www.chapelgreenpractice.co.uk/ (Opens in a new tab)