Reception/Admin (Care Coordinator)

General

Establish and maintain excellent communication with colleagues across the PCN at all times and demonstrate empathy and compassion to our patients.

Work autonomously across the PCN localities, when required and be aware of professional boundaries, roles, and responsibilities.

Maintaining confidentiality and handling sensitive information.

Ensure up to date written, electronic records and activity data are maintained in accordance with professionals standards and are used for the purpose intended.

Use alternative communication skills when required to ensure patients fully understand when receiving information.

Participate in PCN and team meetings as and when appropriate.

Plans and manages own workload in a flexible manner, ensuring deadlines are met and line manager has been notified of any issues.

Cover absences within other PCN teams for Care Coordination work when required.

Reception

To assist with (this list is not exhaustive)

The duties and responsibilities to be undertaken by members of the Treatment Centre reception and administration team may include any or all the items in the following list. Duties may be varied from time to time under the direction of the PCN Operations Manager dependent on current and evolving practice workload and staffing levels.

Maintain and monitor the Treatment Centre appointments system, using SystmOne.

Undertake a variety of administrative duties to assist in the efficient and smooth running of the centre, including the provision of clerical support to clinical staff and other members of the centre team.

Process personal and telephone requests for appointments, and telephone consultations and ensure patients are directed to the appropriate healthcare professional.

Meet and greet patients in a friendly, courteous manner, ensuring they are recorded as arrived on SystmOne.

Assist with telephone requests/queries in the appropriate way.

Ensure patients are contacted prior to attending their appointment, to confirm attendance, location of the centre and therefore, reducing the risk of no shows and missed appointments. (SMS reminder.)

Take messages and relay information to the appropriate member of staff.

Processing and recording of information in accordance with Treatment Centre procedures.

Update patients personal details if requested to do so.

Facilitate effective communication between patients, members of the primary health care team, PCN member practices and other associated Healthcare agencies when required.

Keep the reception and administration area tidy and free from obstructions and clutter.

Updating the patient information leaflets within the centre and ensuring notice boards in the waiting area are up to date.

Report any untoward incidents such as complaints, as per company policies/procedures.

To receive and assist patients who arrive at the centre, offering additional assistance to patients who may require support in reaching the waiting area from the ground floor.

Monitor the waiting area and appropriately request for triages for patients who present with worsening symptoms.

To adopt a proactive approach and deal with any issue relating to Reception which may arise.

To remain courteous and professional in emotional circumstances.

Chaperoning clinicians when requested (training provided).

Ensure building security have thorough knowledge of entrances, doors, windows, alarm and security procedures.