Service Coordinator
Patient consultations take place by telephone /video link and if a face-to-face consultation is required, the appointment is undertaken within a clinical space within the patients community or the bespoke Compass Medical Practice clinical van.
A risk assessment is undertaken prior to all face-to-face appointments and there is a minimum of one patient liaison officer present for each appointment.Compass Medical Practice is evolving and currently includes wider services e.g. Thornton House, Weeton Now. There are aspirations to become a wider Inclusion Health GP Practice.
The post holder is an experienced supervisor/manager/leader of staff, providing leadership to the reception and administration team has excellent service, leadership, communication, and project management skills (or willing to work towards) be suitably proficient with IT systems and software applications, preferably in a clinical setting (although training will be provided for the suitable candidate) hold a relevant management qualification or be willing to work towards a management qualification exhibit safe, professional decision-making and high level of care for patients within the Practice work collaboratively with the wider Practice team to meet the needs of our diverse range of patients support the delivery of required policies and procedures is the IAA for some Compass systems e.g. IAA Sesui deputise on specific meetings e.g. Practice Managers meetings leads on patient removals Full enhanced DBS clearance must be met.
Key Responsibilities The following are the core responsibilities of the Service Coordinator. There may be on occasion, a requirement to carry out other tasks; this will be dependent upon factors such as workload and staffing levels: To provide day-to-day support, leadership, first line management and guidance for the practice reception and administration team, ensuring an efficient and professional manner is maintained and to provide cover to the reception team when needed Be the first line of contact for the operational team Ensure all reception and administration duties are completed to the highest standard including via: Staff induction and on-boarding Staff training e.g. training plans, reviews and 1-1 meetings Daily huddle coordination and chairing of the huddles Daily task board and phone rota To provide communications between patients, clinicians, and other staff Support the Practice Manager and Operational Support team in the recruitment and induction of all new reception and administration staff (evidence-based training and induction plans) Support the Practice in the running of elements and/or services within the practice e.g., compliance with CQC, Health and Safety audits etc.
Support the Practice Manager in the reviewing and updating of practice policies and procedures. Encourage the team to utilise EMIS Now / EMIS Academy and EMIS X to navigate EMIS. Work with the Practice Manager and other members of the practice to identify areas for improvement and assist in change management where appropriate.To undertake specific assigned tasks, project support, or development work which may arise during changes to the NHS To be a point of contact for staff and patient queries and concerns. The greeting of patients, dealing with their enquiries in a courteous and polite manner Overseeing the appointments and booking patients in for surgeries and clinics.
Overseeing tasks including hospital contacts and contacts with other agencies, test results, appointments, booking, referrals, patient information, making appointments: offering and arranging the appointments for doctors, helping to arrange clinics.
Attending the monthly Primacy Care Digital Town Hall meeting. Training of staff on practice IT systems as necessary. To promote Equality and Diversity and Health and Safety. To assist the Operational Support with the gathering of statistics and information when required e.g. Sesui, call waiting times etc. To provide cover for members of the secretarial team during periods of sickness and annual leave.
Work with the Patient Liaison Officer Service Coordinator to arrange patient transport/ambulance where necessary. Deputise for the Practice Manager as required. Participate in audit where appropriate. In conjunction with the Practice Manager, oversee the management of the appointment system, coordinating appointment meetings and reporting on any challenges.
Work with the Head of Service, the Practice Manager, the Patient Liaison Service Coordinator and the team, aiming to attain a CQC Outstanding rating for providing an excellent service. Always maintain professional conduct. Work with the Training & Development Team to ensure all the operational staff are up to date with their mandatory training.
Whilst most of the work is based on the needs of Compass Medical Practice, the role will include undertaking aspects of the job description for all the services under the Complex Lives Business Unit umbrella. Any other tasks allocated by the management team.
Disclosure/Criminal Record (DBS) This post is subject to the Rehabilitation of Offenders Act (Exemption Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
This will require three forms of valid ID to be produced and verified. The onboarding process is also subject to an Occupational Health check, suitable professional references and eligibility to work in the UK (with the requirement to provide relevant documentation as evidence).
The organisation is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff to share this commitment. You will be expected to fulfil your mandatory safeguarding training at the level applicable to this role.