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About the Role
Care Coordinators play an important role within the Access Hubs, assisting patients with queries, scheduling appointments, checking patients in, and liaising with GP practices to ensure patients receive necessary care.
Responsibilities
- Perform SystmOne related tasks including ICE and pathology reports.
- Sort incoming post and create tasks for GP practices as advised by clinicians.
- Verify that patients booked into services meet the required criteria.
- Assist patients with appointment check-ins, scheduling, rescheduling, and general queries.
- Provide administrative support to clinicians, communicating in person and via SystmOne.
- Contact patients via SMS and telephone to confirm bookings.
- Complete clinical stock checks and order necessary supplies.
- Conduct clinic room and fridge checks.
- Complete routine and urgent referrals to relevant services.
- Manage clinician bookings via My Locum Manager (MLM).
- Monitor team mailboxes for clinician booking updates.
- Monitor and action relevant tasks within SystmOne.
- Monitor daily clinic activities.
- Order stationery supplies.
- Serve as a point of contact for clinicians on duty.
- Engage in the development of the Access Hubs.
- Protect patient data and privacy.
- Provide administrative support to the wider CLH organization.
- Handle reception duties including calls, emails, and face-to-face inquiries.
- Develop and maintain knowledge of service pathways and criteria.
- Maintain effective communication across CLH and the GP Federation.
- Update and maintain contact information for clinicians.
- Update the board of services.
- Update clinician rotas and room allocation rotas on SystmOne.
- Collaborate with colleagues in CLH and the GP Federation.
- Participate in CLH events and activities as applicable.
Requirements
- Experience working in a face-to-face healthcare or customer service role.
- Understanding and experience of working in the NHS, with extensive knowledge of NHS organizations and the primary care sector.
- Ability to communicate sensitive information effectively via telephone, email, and face-to-face.
- Exceptional attention to detail.
- Excellent time management skills.
- Ability to respond to changing demands and reprioritize tasks.
- Good problem-solving skills.
- Ability to work without supervision to agreed deadlines.
- Ability to work on own initiative, organizing and prioritizing workloads to tight deadlines.
- Willingness to adapt to change and develop services and systems.
- Proven ability to respond to the unexpected and make judgments on independent decision-making or escalation.
- Ability to undertake a diverse range of tasks simultaneously.
- Well-developed interpersonal and oral/written communication skills.
- Ability to maintain effective working relationships at all levels and with staff in other locations.
- Ability to handle challenging conversations tactfully yet assertively.
- Maintain a professional, calm, and efficient manner.
Skills
- Computer literacy, including Microsoft Office Suite.
- Proficiency in sending emails via NHS mail.
- Ability to learn relevant software and tools.
- Numerate and literate, capable of supplying reports.
- Excellent verbal and written communication skills.
- Confident speaking to service users and clinicians face-to-face and via telephone.
- Capacity to develop a good knowledge of primary care and local services.
- Knowledge of personalization and public health agendas, including the Digital First Primary Care programme.
- Multi-tasking utilizing IT (SystmOne), email, and telephone systems.
- SystmOne or EMIS experience.
- Advanced knowledge of Microsoft software applications (Drive, Excel, Outlook, Word, etc.).
Location
- South Westminster Centre
- Lanark Medical Centre
Work Type
- Full-time Permanent
- 12 Month Fixed-Term Contract
- Zero Hour Contract
- Hybrid working
Experience Level
- Experience working in a GP practice or patient-facing admin/receptionist role.
- Previous similar role in a healthcare or public sector environment.
Education Level
- Degree level in a relevant subject.
Benefits
- NHS Pension
- Modern office
- Free tea/coffee
- Cycle to work scheme
- Life Assurance scheme
- EAP
About the Company
- Employing entity is Central London Healthcare CiC.