Care Co-ordinator / Call Handler - Doncaster
NHS Jobs Doncaster
JOB DESCRIPTION JOB TITLE: Care Co-ordinator /Call Handler REPORTS TO: HR LEAD HOURS: 30 hours per week Job summary: To be part of our busy telephone hub team answering a large volume of calls from patients into the Practice, directing them appropriately to the relevant services we offer.
There may be some administration and reception duties included to cover for annual leave and sickness. Reception & Administration Respond to customer inquiries and resolve issues promptly and efficiently through various channels such as phone, email, and AccuRx.
Help to resolve customer complaints, concerns, and escalations in a professional and empathetic manner, ensuring a positive resolution. Utilise excellent computer skills to navigate through various systems, databases, and software applications to access and update patient information.
Maintain a high level of accuracy while entering customer data, updating records maintaining confidentiality and ensuring adherence to the GDPR policy. Ensure all administration is completed accurately. To have a thorough knowledge of all practice procedures.
To work in accordance with written protocols General admin duties and photocopy requests Build rapport with patients in a consultative manner. Listen to the patients needs to ensure a positive outcome to their queries. Provide exceptional customer service by demonstrating in-depth knowledge of the services the company provides.
Handing completed repeat prescriptions to patient and checking names and address. Be able to cover all reception position as necessary. Remaining calm when dealing with distressed patients. Effective Communication. Process appointment requests for on the day or future appointments from patients by telephone, in person or online request.
Ensuring visitors logs in and log out of the building. Complying with GDPR Regulations. Computer Effective use of SystmOne. Process patients changes address, telephone details and any other changes that may be required. Process repeats prescription request in accordance with practice guidelines.
Other Tasks Clear rooms after surgeries Ensure building security have thorough knowledge of doors/windows/alarm. Make drinks for doctors. Any other tasks allocated by managers. Confidentiality: While seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters.
They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately. In the performance of the duties outlined in this job description, the post-holder may have access to confidential information relating to patients and their carers, practice staff and other healthcare workers.
They may also have access to information relating to the practice as a business organisation. All such information from any source is to be regarded as strictly confidential. Information relating to patients, carers, colleagues, other healthcare workers or the business may only be divulged to authorised persons in accordance with the practice policies and procedures relating to confidentiality and the protection of personal and sensitive data.
Health & safety: The post-holder will assist in promoting and maintaining their own and others health, safety and security as defined in the practice health & safety policy, the practice health & safety manual, and the practice infection control and its published procedures.
This will include: Using personal security systems within the workplace according to practice guidelines Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks. Making effective use of training to update knowledge and skills.
Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards Actively reporting of health and safety hazards and infection hazards immediately when recognised Keeping own work areas and general / patient areas generally clean, assisting in the maintenance of general standards of cleanliness consistent with the scope of the job holders role.
Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work. Quality: The post-holder will strive to maintain quality within the practice, and will: Alert other team members to issues of quality and risk.
Assess own performance and take accountability for own actions, either directly or under supervision. Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the teams performance.
Work effectively with individuals in other agencies to meet patients needs. Effectively manage own time, workload and resources. Communication: The post-holder should recognise the importance of effective communication within the team and will strive to: Communicate effectively with other team members.
Communicate effectively with patients and carers. Recognise peoples needs for alternative methods of communication and respond accordingly. Contribution to the implementation of services: The post-holder will: Apply practice policies, standards and guidance.
There may be some administration and reception duties included to cover for annual leave and sickness. Reception & Administration Respond to customer inquiries and resolve issues promptly and efficiently through various channels such as phone, email, and AccuRx.
Help to resolve customer complaints, concerns, and escalations in a professional and empathetic manner, ensuring a positive resolution. Utilise excellent computer skills to navigate through various systems, databases, and software applications to access and update patient information.
Maintain a high level of accuracy while entering customer data, updating records maintaining confidentiality and ensuring adherence to the GDPR policy. Ensure all administration is completed accurately. To have a thorough knowledge of all practice procedures.
To work in accordance with written protocols General admin duties and photocopy requests Build rapport with patients in a consultative manner. Listen to the patients needs to ensure a positive outcome to their queries. Provide exceptional customer service by demonstrating in-depth knowledge of the services the company provides.
Handing completed repeat prescriptions to patient and checking names and address. Be able to cover all reception position as necessary. Remaining calm when dealing with distressed patients. Effective Communication. Process appointment requests for on the day or future appointments from patients by telephone, in person or online request.
Ensuring visitors logs in and log out of the building. Complying with GDPR Regulations. Computer Effective use of SystmOne. Process patients changes address, telephone details and any other changes that may be required. Process repeats prescription request in accordance with practice guidelines.
Other Tasks Clear rooms after surgeries Ensure building security have thorough knowledge of doors/windows/alarm. Make drinks for doctors. Any other tasks allocated by managers. Confidentiality: While seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters.
They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately. In the performance of the duties outlined in this job description, the post-holder may have access to confidential information relating to patients and their carers, practice staff and other healthcare workers.
They may also have access to information relating to the practice as a business organisation. All such information from any source is to be regarded as strictly confidential. Information relating to patients, carers, colleagues, other healthcare workers or the business may only be divulged to authorised persons in accordance with the practice policies and procedures relating to confidentiality and the protection of personal and sensitive data.
Health & safety: The post-holder will assist in promoting and maintaining their own and others health, safety and security as defined in the practice health & safety policy, the practice health & safety manual, and the practice infection control and its published procedures.
This will include: Using personal security systems within the workplace according to practice guidelines Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks. Making effective use of training to update knowledge and skills.
Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards Actively reporting of health and safety hazards and infection hazards immediately when recognised Keeping own work areas and general / patient areas generally clean, assisting in the maintenance of general standards of cleanliness consistent with the scope of the job holders role.
Undertaking periodic infection control training (minimum annually) Reporting potential risks identified. Equality and diversity: The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include: Acting in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with practice procedures and policies, and current legislation Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues.
Behaving in a manner that is non-judgmental to the individual, welcoming and respecting their circumstances, feelings, priorities and rights. Personal/professional development: The post-holder will participate in any training programme implemented by the practice as part of this employment, such training to include: Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development.Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work. Quality: The post-holder will strive to maintain quality within the practice, and will: Alert other team members to issues of quality and risk.
Assess own performance and take accountability for own actions, either directly or under supervision. Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the teams performance.
Work effectively with individuals in other agencies to meet patients needs. Effectively manage own time, workload and resources. Communication: The post-holder should recognise the importance of effective communication within the team and will strive to: Communicate effectively with other team members.
Communicate effectively with patients and carers. Recognise peoples needs for alternative methods of communication and respond accordingly. Contribution to the implementation of services: The post-holder will: Apply practice policies, standards and guidance.
Discuss with other members of the team how the policies, standards and guidelines will affect own work. Participate in audit where appropriate.
Leeds, 26 mi from Doncaster
Job Scope:
We are looking to recruit a Care Coordinator to join us at one of the brands of Catalyst Care Group - Unique Community Services. The role of the Care Coordinator primarily involves office-based responsibilities during the initial 6-month...
NHS JobsLeeds, 26 mi from Doncaster
or areas to improve and share learning across the PCN. Participate in PCN workshops/training sessions relevant to the Care Coordinator role....
NHS JobsAshton-under-Lyne, 40 mi from Doncaster
To act as a Care Coordinator carrying a complex caseload meeting the criteria for the service, delivering comprehensive support for identified needs. To carry out interventions in line with the psychosocial approach of the overall service...