Welcome
As Practice Development Manager, along with our GP Partners, I have the pleasure of working with an amazing team full of talented, dedicated, and caring people.
I am delighted you are interested in our vacancy.
Louise Killick -Practice Development Manager
We are looking for an enthusiastic and empathetic Patient Services Co-ordinator to join our busy and friendly team.
This is a fast-paced, varied, and often high-pressure role that sits at the heart of patient care. As a Patient Services Co-ordinator, you will split your time between face-to-face duties at the front desk and handling telephone enquiries, providing the first point of contact for our patients.
You will need to be able to:
- Quickly and accurately assess what a patient needs.
- Use your judgement to direct queries to the correct person or service.
- Remain calm and professional in a fast-paced environment.
- Maintain a high level of confidentiality and empathy at all times.
Main duties of the job
The role involves managing complex queries, booking and amending appointments, and ensuring the smooth flow of information between patients and the clinical team. You will develop a detailed knowledge of our services, which will be taught during your training and built on during your day-to-day work.
We're seeking someone who is:
- Empathetic, yet able to make quick, confident decisions.
- A strong communicator with excellent interpersonal skills.
- Well-organised, resilient, and a great team player.
- Comfortable learning new systems and working under pressure.
If you're looking for a challenging but rewarding role in a supportive team, we'd love to hear from you.
Hours: approx. 34 hours per week. Worked over the following shift pattern:
Monday 08:00-17:00
Wednesday 08.00-17:00 with 1 in 5 rota 11:00 - 20:00
Thursday 08.00-17.00
Friday 08:00-18:30
About us
Modbury Health Centre is situated in the middle of Modbury. An historic market town set in a beautiful rural location, between the unspoiled golden sandy beaches of South Devon and the extensive wilderness of Dartmoor.
We form part of the South Hams Primary Care Network and work with Dartmouth/Chillington/Salcombe/Kingsbridge and have links with the South Dartmoor and Totnes Primary Care Network.
Our People
We are a small but supportive, friendly, and hardworking team who care about the people in the community we serve. We know the work can be challenging, supporting people when they may need it the most, so we endeavour to support and help each other. We all find serving the community and getting to know individuals, caring, and making a difference to their health and life is very rewarding.
Making a difference
Working at our health centre is a great life experience, an opportunity to learn about medicine, health, and wellbeing in the broadest possible sense. The Modbury Health Centre Team members have a sense of accomplishment for doing valuable work here.
We strive to provide a balance of work and life, whilst providing continuity of care for the satisfaction of our 5,300 patients and our practice team.
Support for you.
We value that all colleagues bring something different to the workplace and so it makes sense that we all need something different from the workplace - We have intentionally built a team and culture that supports everybody with their goals – with opportunities to develop, progress and achieve stability in the proportions that work best for you.
We offer our team:
· Social events, a comfortable staff room with free coffee, teas, squash.
· Free parking
· We have an ethos of teamwork and support which is why we love to all get together at lunchtime and chat about our day.
· Access to the NHS pension with generous employer contributions
· A day off so you can celebrate your birthday
Job description
Job responsibilities
The following are the core responsibilities of the Patient Services Co-ordinator. There may be, on occasion, a requirement to carry out other tasks. This will be dependent upon factors such as workload and staffing levels:
- Maintain and monitor the practice appointment system.
- Process face to face, telephone and patient triage requests for appointments.
- Answer incoming phone calls, transferring calls or dealing with the callers' request appropriately.
- Signpost patients to the correct service.
- Initiating contact with and responding to requests from patients, team members and external agencies.
- Input data into patients' healthcare record as necessary.
- Direct requests for information, i.e. SAR, insurance/solicitors' letters and DVLA forms to the administrative team.
- Manage all queries as necessary in an efficient manner.
- Maintain a clean, tidy, effective working area at all times.
- Monitor and maintain the reception area and notice boards
- Support all clinical staff with general tasks as requested.
- Action incoming emails and correspondence as necessary.
- Complete opening and closing procedures in accordance with the rota.
- Participate in the receptionist rota for lunch and out of hours cover.
- Deputise for other Patient Services Co-ordinator during periods of absence.
Person Specification
Knowledge and Skills
Essential
- Experience of working with the general public
- Excellent communication skills (written and oral)
- Strong IT skills
- Clear, polite telephone manner
- Competent in the use of Office and Outlook
- Ability to work as a team member and autonomously
- Good interpersonal skills
- Problem solving and analytical skills
- Ability to follow policy and procedure
- Polite and confident
- Flexible and cooperative
- Motivated
- Forward thinker
- High levels of integrity and loyalty
- Sensitive and empathetic in distressing situations
- Ability to work under pressure
- Flexibility to change shift patterns if necessary
- Disclosure Barring Service (DBS) check
Desirable
- Systmone user skills
Experience
Essential
- Experience of working in a general public facing role
- Experience of administrative duties
Desirable
- Experience of working in a healthcare setting
Qualifications
Essential
- Educated to GCSE level or equivalent
- GCSE Mathematics and English
Desirable
- Experience of working in a healthcare setting
- Systmone user skills