Job Description

Band 3 Patient Care Coordinator

St Stephens Centre SW10 9NH

You will be someone who will ensure that the patient experience is prioritised at all times and who would welcome the chance to assist in taking the services forward as part of a friendly multidisciplinary team.

The main focus of the role is working on our Reception areas within the St Stephens Centre. We also run our own Call Centre on site where you will rotate to.

We have three late evening clinics per week.

Please see the attached job description and person specification. Successful applicants will be able to demonstrate they meet the essential criteria in the person specification in their application and if shortlisted, at interview.

Working flexibly, the post holder will ensure that they provide a patient focused service in person and on the telephone for all administrative areas within the St Stephens Centre maintaining a welcoming and pleasant environment for patients.

They will ensure that all patient data is entered into the EPR in a timely and accurate manner.

This will include close liaison with the multidisciplinary team of Medical staff.

Chelsea and Westminster Hospital NHS Foundation Trust provide services from two main hospitals, Chelsea and Westminster Hospital and West Middlesex University Hospital, and a number of clinics across London and the South-East.

We have nearly 7,000 members of staff that arePROUD to Carefor nearly one million people. Both hospitals provide full clinical services, including full maternity, emergency and children’s, in addition to a range of community-based services across London, such as award-winning sexual health and HIV clinics.

We’re one of the best performing Trusts in the country. We’re also one of the top trusts to work for – our staff says they’re engaged, motivated, and would recommend us as a place to work and receive treatment.

Our Trust has been rated by the Care Quality Commission as ‘Good’ in all five of the main domains of safe, effective, caring, responsive and well-led, giving an us overall rating of ‘Good’. We’ve also been awarded an ‘Outstanding’ rating for ‘use of resources’ by an NHS Improvement inspection.

Our facilities are some of the best in the country. We have been investing significant Capital year on year in our estate. We have recently completed a £30m expansion of our adult and neonatal critical care facilities at Chelsea and Westminster and are planning an ambitious £60m development of an Ambulatory Diagnostics Centre at West Middlesex.
1. To receive all patients and other visitors into the department in a professional, polite and friendly manner.
2. To advise patients of current and approximate waiting times in liaison with nursing and medical team and ensure patients are made aware of any relevant information.
3. When on reception, update pt. DNA’s and attend patients using Cerner, and Lilie EPR systems.
4. To enter all new patients’ full details accurately onto appropriate systems
5. To be responsible for maintaining accurate patients’ demographic detail and report any duplicate patient registrations to the SSC Support services manager.
6. To ensure that all indicators are correctly inputted re consent of letters
7. To manage all calls efficiently and professionally within the identified performance standards.
8. To note any change in circumstances e.g. GP contact details and addresses are entered onto EPR. Check with the patient at every visit that all the above information is accurate
9. To accurately process all new HIV patients onto Cerner under a medical number.
10. To effectively diffuse difficult situations with patients and refer to the SSC charge nurse.
11. To maintain the appointment system using the Cerner scheduling system and to make appointments or reschedule them for patients in person, by telephone and letter.
12. To arrange and book any additional services that may be required by patients attended the clinic e.g. transport or interpreting services.
13. To maintain patient confidentiality at all times, keeping patients’ information private and only allowing access to it by authorised staff.
14. To receive and register new emergency patients, when authorised, who attend ‘walk in’clinics.
15. Responsible for ensuring that all clinics are encountered, and outcomes are recorded.
16. To utilise and manage the patient appointment reminder SMS system
17. To take part in audits of outpatient activity as required.
18. To work a flexible rota system for the Service, including late clinics and providing clerical support to outreach clinics
19. Where appropriate to enter any other relevant data on to the computer system ie.coding.
20. Undertake other administration and reception duties at the discretion of the Clinic Manager.
21. Contribute to Service development of the HIV/GUM Directorate e.g. being involved in multi-disciplinary audit/development groups.
22. Paper documentation to be scanned a daily basis to EPR.

To promote quality initiatives such as Friends and Family and support departmental research and patient surveys.

Please see attached job description and person specification to this advert for further details.

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