2 x Same Day Access Hub Coordinator

Job summary

The Same Day Access Hub Coordinator will be a key point of contact for patients and practice teams and will provide high-quality reception, administrative and coordination support across both Primary Care Networks.

The postholder will help ensure the smooth day-to-day running of the service and contribute to providing patients with a positive experience from their first point of contact. The postholder will be expected to work across practice sites within PCN 5 and PCN 6.

We reserve the right to close this vacancy early if we receive sufficient applications for the role.

Main duties of the job Working closely with GPs, practice teams and other healthcare professionals, the postholder will support a range of activities, including: Supporting patients to access appropriate same-day services, advice and information.

Supporting patient navigation and the administrative elements of the triage process, in line with agreed protocols. Booking patients into appropriate practice and NHS 111 appointment slots. Welcoming patients and recording their arrival accurately on the EMIS clinical system.

Responding to patient enquiries and providing a professional, welcoming and helpful reception service. Completing administrative tasks and actions requested by GPs and other members of the clinical team. Supporting effective communication between patients, practices and the wider Same Day Access team.

Gathering patient feedback to help us understand and improve the experience of people using the service. Accurately recording and collating activity and performance data to support monitoring, evaluation and continuous improvement of the Same Day Access Service.

Providing general administrative and coordination support to ensure the service operates safely, efficiently and effectively.

About us

Tower Hamlets GP Care Group (The Care Group) was incorporated as a community interest company limited by shares in September 2014. Every general practice in Tower Hamlets owns one share of £1.

The Care Group was formed to manage borough level contracts on behalf of the practices, deliver primary care led services and support general practices, and to be the provider voice of primary care in the wider health and social care system.

Read up more about Tower Hamlets GP Care Group, click here: https://www.gpcaregroup.org/ The Care Group is also a member of Tower Hamlets Together, a place-based integrated partnership, which includes Bart's Health, East London NHS Foundation Trust, the London Borough of Tower Hamlets and the Council for Voluntary Services.

Click here to know more about Tower Hamlets Together partnership- https://www.towerhamletstogether.com/ The key priorities for the Care Group are: Innovation and support for primary care Being a great place to work Integrating primary and community care Providing of high-quality cost-effective care to local people Influencing improvements in health outcomes

Job description

Job

responsibilities

Patient reception and navigation act as a central point of contact, respond to enquiries and guide patients through the Same Day Access Service. EMIS administration use EMIS to record patient arrivals, maintain accurate patient records, manage appointment information and support clinical workflows.

Appointment and triage coordination book appropriate Same Day Access, practice and NHS 111 appointments and maintain triage and appointment lists. Clinical administrative support process tasks, messages and requests from GPs and other authorised clinical colleagues accurately and within agreed timescales.

Referrals and communications process outgoing healthcare referrals and support effective communication between the service, member practices and other healthcare providers. Patient information and confidentiality ensure patient information is complete, accurate, contemporaneous and handled securely and confidentially.

Performance monitoring and reporting record and collate activity data and contribute to dashboards, KPIs, audits, patient surveys and performance reports.

Patient experience and service improvement gather feedback, respond appropriately to concerns and contribute to initiatives that improve patient access, experience and the overall effectiveness of the service.

Person Specification

Experience Essential Experience in a reception, administrative, customer service or coordination role within a busy environment Experience of using EMIS in a Primary Care or healthcare setting Skills and Abilities Essential Excellent communication skills and patient/customer service skills Strong organisational, prioritisation and administrative skills Knowledge Essential Understanding of confidentiality, information governance and accurate record keeping Disclosure and Barring Service Check This post is subject to the Rehabilitation of Offenders Act (Exceptions 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.