Patient Services CoordinatorNHS

Job summary

An exciting opportunity has arisen for passionate individuals to join our fantastic team of Patient Services Coordinators at Surrey Heath Primary Care Network [PCN]. Our Patient Services Coordinators support our local GP Practices with incoming and outgoing phone calls and digital communications, to and from patients. The Patient Services Coordinators work in our PCN Telephony Hub and are based in our head office in Camberley.

The Patient Services Coordinators team will receive call from patients, acting as the front door and first point of contact for the local GP Practices, during agreed times and for agreed services. The team are also responsible for making pro-active calls to patients for specific clinics being supported or delivered by the PCN or Federation on behalf of the local Practices. In addition, the team will communicate with patients to help with coordinating key activities for patients including access to services, advice and information, and ensuring heath and care planning is timely, efficient, and patient-centred.

As part of the front door the team support access to services and continuity of care by helping patients interact and engage with the right support at the right time and from the right health care professional. This will include using triage tools and signposting skills to direct patients to the right support or appointment type to best meet their needs.

Main duties of the job

The working hours required for this role are

Week 1

• Monday, Tuesday and Wednesday 17:00 - 20:00
• Thursday and Friday 16:00 - 19:00

Week 2

• Wednesday 17:00 - 20:00
• Thursday and Friday 16:00 - 19:00
• Saturday 8:30 - 14:30

Work in a telephony / virtual reception capacity, acting as the virtual front door for patients, taking patient calls or enquiries (via telephone and other digital systems).

Provide coordination and navigation for people and their carers across health and care services, liaising with other members of the practice team as necessary.

Using effective listening skills in order to understand patient need and provide structured assistance to support the patient to be directed to the most appropriate appointment type, or alternative route for the patient to access the support or care that they need (for example, this may be learnt triage skills or liaising with the on-site GP to triage into an appointment slot, or signposting to external services, such as NHS 111 or community pharmacy).

As part of business continuity arrangements you may be deployed to the GP surgery to perform these duties. A such, be prepared to have face:face and virtual conversations with members of the public (patients seeking to access GP services) of a sensitive nature and which might sometimes feel difficult or challenging.

Job description

We are looking for Patient Services Coordinators to work with our PCN, local Practices and the wider multidisciplinary team in coordinating key activities for patients including access to services, advice and information, and ensuring health and care planning is timely, efficient, and patient-centred. You will support multiple local GP Practices, which will involve working in a central Patient Support Centre as part of a hub team. During your training period you will be expected to work directly from one or more local GP Practices.

You will be part of the front door for patients and will support access to services and continuity of care by helping patients interact and engage with the right support at the right time and from the right health care professional. You will manage and respond to patient and Practice initiated contact, including incoming and outgoing phone calls with patients, reviewing and responding to e-Consults, providing reception capacity and associated administration. You will use triage and signposting skills to direct patients to the right support or appointment type to best meet their needs.

Please see the supporting document for the full job description, list of responsibility and person specification.

About us

We are Surrey Heath Community Providers Limited, which is a federation of 7 GP practices across 10 sites, covering a population ofapproximately 100,000 patients across Surrey Heath. We began in 2016 and now employ around 200 members of staff across our head office sites, and our primary care and unplanned care services.

As a GP Federation, we are proud to represent our member practices and to champion primary care by working with local general practice and system partners in the provision of community based healthcare services. We are dedicated to providing safe and compassionate care to our patients across our range of primary care and unplanned healthcare services in Surrey Heath, and believe in continuous commitment to quality service delivery and positive patient outcomes.

Patients are at the heart of everything we do, and we pride ourselves in ensuring our patients feel safe, supported, communicated with and respected, at a time when they may be feeling vulnerable. Our vision is to provide high quality, seamless health care that enables people to lead healthier lives, whilst feeling supported and cared for.

Please note that due to the high number of applications we receive we are only able to contract candidates for shortlisting. If you do not receive a response within two weeks of the closing date, please consider your application unsuccessful.