PCN Care Coordinator

Purpose of Post To ensure that patients are assisted courteously, efficiently and with empathy, and to support other members of the practice team. The Care Coordinator will act as the first point of call for patients; receiving and directing them to the most appropriate care and answering their enquiries. In addition to reception duties they will also carry out administrative tasks to support the delivery of an efficient caring, and high quality service to our patients. Care Coordination 1. Signposting, navigation and coordination of services Supporting migrant patients to get the care they need Making referrals to the Community Pharmacy Consultation Scheme Signposting patient to services and clinicians that will meet their needs Helping patients to navigate health, social care and VCSE services including accompanying them in consultations or in attending other services where required Supporting patients to register with the practice where there is a barrier, ie language, cultural considerations etc. Carrying out cancer care review calls and arranging follow up with the GP or other appropriate clinician as required Supporting patients with complex needs by carrying out calls to ensure they attend for reviews and working with the MDT to remove any barriers to them accessing care Reception Duties 2. Receiving and Directing Patients Receive and direct patients on arrival at the reception desk in a friendly and courteous manner, ensuring their requirements are met professionally and efficiently Warmly welcome and register new patients who are in the practice area and inform patients of practice facilities. Provide help to patients with general enquiries, and to assist them to make appointments, using the computer appointment system. Care navigation to ensure the patient is seen by the most appropriate clinician or service to meet their needs. Signposting to other services as required. Receive, record and direct accurate messages when appropriate and pass these onto other members of the team using emails or the clinical system Answer telephones promptly in a polite and professional manner and manage calls appropriately. Dealing with patients and other callers and forwarding to the most appropriate team member if necessary Deal efficiently with general enquiries from patients, explain surgery procedures, appointment system and all other procedures for obtaining services, hand out patient pack / practice leaflet as appropriate To advise patients on approximate waiting times and of any unexpected delays To book interpreters for patients when needed To take in fees from patients where applicable and issue receipts To give patients any forms / referral letters that are waiting for collection checking ID and taking in fees where necessary To listen to patients complaints, remaining polite and empathetic at all times, making sure they are addressed and dealt with appropriately, enlisting the help of a senior colleague when needed Job description Job responsibilities Purpose of Post To ensure that patients are assisted courteously, efficiently and with empathy, and to support other members of the practice team. The Care Coordinator will act as the first point of call for patients; receiving and directing them to the most appropriate care and answering their enquiries. In addition to reception duties they will also carry out administrative tasks to support the delivery of an efficient caring, and high quality service to our patients. Care Coordination 1. Signposting, navigation and coordination of services Supporting migrant patients to get the care they need Making referrals to the Community Pharmacy Consultation Scheme Signposting patient to services and clinicians that will meet their needs Helping patients to navigate health, social care and VCSE services including accompanying them in consultations or in attending other services where required Supporting patients to register with the practice where there is a barrier, ie language, cultural considerations etc. Carrying out cancer care review calls and arranging follow up with the GP or other appropriate clinician as required Supporting patients with complex needs by carrying out calls to ensure they attend for reviews and working with the MDT to remove any barriers to them accessing care Reception Duties 2. Receiving and Directing Patients Receive and direct patients on arrival at the reception desk in a friendly and courteous manner, ensuring their requirements are met professionally and efficiently Warmly welcome and register new patients who are in the practice area and inform patients of practice facilities. Provide help to patients with general enquiries, and to assist them to make appointments, using the computer appointment system. Care navigation to ensure the patient is seen by the most appropriate clinician or service to meet their needs. Signposting to other services as required. Receive, record and direct accurate messages when appropriate and pass these onto other members of the team using emails or the clinical system Answer telephones promptly in a polite and professional manner and manage calls appropriately. Dealing with patients and other callers and forwarding to the most appropriate team member if necessary Deal efficiently with general enquiries from patients, explain surgery procedures, appointment system and all other procedures for obtaining services, hand out patient pack / practice leaflet as appropriate To advise patients on approximate waiting times and of any unexpected delays To book interpreters for patients when needed To take in fees from patients where applicable and issue receipts To give patients any forms / referral letters that are waiting for collection checking ID and taking in fees where necessary To listen to patients complaints, remaining polite and empathetic at all times, making sure they are addressed and dealt with appropriately, enlisting the help of a senior colleague when needed