Patient Care Coordinator

We are an award winning organisation providing care at two main hospital sites-Chelsea and Westminster Hospital and West Middlesex University Hospital- and a number of community-based services across London, such as sexual health and HIV clinics.

With 6,700 members of staff, we are proud to care for a diverse population of one million people. We are committed to ensuring that our workforce is just as diverse with a strong mix of skills and abilities.

Our staff are at the very heart of our organisation and we recognise the valuable contribution that each and every person working at the Trust makes. One of our Trust priorities is to be an employer of choice—a place where people want to start their career and to grow with us through continued education, professional development and support .

Main area HIV and Sexual Health Grade NHS AfC: Band 3 Contract Permanent Hours

• Full time
• Flexible working

37.5 hours per week (Monday to Saturday) Job ref 289-SC-405-A

Site 56 Dean Street Town London Salary £31,554 - £33,270 per annum incl HCAS Salary period Yearly Closing 10/09/ :59

Job overview

Patient Care Coordinator, Band 3

Patient Care Coordinators are the first point of contact for patients calling or entering our buildings and maintain professional, mature conduct at all times especially when patients are anxious or distressed and require an empathetic communication style.

The main focus of the role is working on our Reception areas at both 56 Dean Street and Dean Street Express. We also run our own Call Centre on site, which you will rotate to. Administration responsibility includes clinical coding on our healthcare software.

We have three late evening clinics per week and open on Saturday's

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.

PLEASE NOTE ADVERT WILL BE CLOSED ONCE SUFFICIENT NUMBER OF APPLICATIONS HAVE BEEN RECEIVED

Main duties of the job

To be the first point of contact for patients calling or entering our buildings and maintain professional, mature conduct at all times especially when patients are anxious or distressed and require an empathetic communication style.

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 Dean Street Services, 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 and Nursing staff.

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 postholder 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.

Key working relation relationships

• Multi skilled team of Doctors,
• Nurses
• Health Advisers in both services
• Administration teams with 10HB and Dean Stree

Working for our organisation

Chelsea and Westminster Hospital NHS Foundation Trust is one of England's top-performing and safest trusts. We operate two main acute hospital sites-Chelsea and Westminster Hospital and West Middlesex University Hospital—along with award-winning clinics across North West London.

Our nearly 7,500 staff care for a diverse population of 1.5 million, providing full clinical services, including maternity, A&E, and children's services, plus specialist HIV and sexual health clinics. The Care Quality Commission rates us 'Good' in safety, effectiveness, care, and responsiveness, and 'Outstanding' in leadership and resource use.

We continually invest in our facilities, including a £30m expansion of critical care at Chelsea and Westminster and an £80m Ambulatory Diagnostic Centre at West Middlesex.

We welcome applications for flexible working arrangements, accommodating requests where possible to support our staff and patient needs.

The Trust is committed to equality and welcomes applications from all, regardless of background. Adjustments can be made for disabled candidates. Early application is advised as vacancies may close once sufficient applications are received. If you haven't heard from us within three weeks of the closing date, your application was likely unsuccessful. Employment is subject to a six-month probationary period.

Some roles may require weekend shifts at multiple sites.

Detailed job description and main responsibilities

• To receive all patients and other visitors into the department in a professional, polite and friendly manner.
• To work in our Call Centre on a shift/rotational basis answering calls from patients, booking appointments or referring to clinical staff.
• To code patients after attendance for income and public health statistics.
• 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.
• When on reception, update pt. DNA's and attend patients using the Cerner, and GUM EPR systems.
• To enter all new patients' full details accurately onto appropriate systems
• To be responsible for maintaining accurate patients' demographic detail and report any duplicate patient registrations to the Service Delivery Manager.
• To manage all calls efficiently and professionally within the identified performance standards.
• 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
• To accurately attend all GUM patients as a new, follow up, reschedule or rebook based on their last visit.
• To accurately process all new HIV patients onto Cerner under a medical number.
• To effectively diffuse difficult situations with patients and refer to the Reception Supervisor or Nurse in Charge.
• To arrange and book any additional services that may be required by patients attending the clinic e.g. transport or interpreting services.
• To maintain patient confidentiality at all times, keeping patients' information private and only allowing access to it by authorised staff.
• Responsible for ensuring that all clinics are encountered, and RTT outcomes are recorded.
• To take part in audits of outpatient activity as required.
• To work a flexible Rota system for the Service, including late clinics and weekends where necessary and providing clerical support to other directorate services where needed
• Undertake other administration and reception duties at the discretion of the Clinic Manager.
• Contribute to Service development of the HIV/GUM Directorate e.g. being involved in multi-disciplinary audit/development groups

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

Person specification

Education and Qualifications

• Excellent standard of spoken and written English
• Recognised qualification in customer care NVQ level 3 or relevant experience

Experience

• Experience of working with the general public in a customer facing or administrative role
• Experience of working as part of a team.
• Experience of working in Sexual Health/ HIV
• Previous experience of working within a health care setting and using NHS information/ IT systems

skills and Knowledge

• Excellent telephone skills
• Excellent keyboard and IT skills including use of Outlook, Word and Excel
• Excellent communication and interpersonal skills
• Understanding of need for confidentiality and information governance in a health care environment particularly in an HIV/GUM setting
• To be able to manage difficult situations Able to prioritize workload
• Worked previously in an NHS outpatient area or an equivalent NHS setting such as Primary care
• Experience of working with patients in an NHS setting
• Able to be confident and professional when dealing with patients behaviour
• Familiar with NHS computer appointment and booking systems

Important

• There may be some occasions when we have to close a vacancy earlier than the advertised closing date, this will be due to a high volume of applications. You are therefore advised to submit your application as early as possible to avoid disappointment.
• Please check your emails regularly (and your junk folder) as this is how we will communicate with you throughout the recruitment process.
• In submitting an application, you authorise the Trust to confirm any previous NHS service details via the Inter Authority Transfer (IAT) process, should you be appointed to the post.
• During the recruitment process your identity documentation (ie passport, driving licence, visa etc) will be scanned using a device which recognises UV, infrared and machine-readable zone security features of the documents provided.
• Employment at the Trust is offered subject to successful completion of a six month probationary period.
• We operate a joint recruitment hub across the North West London Acute Provider Collaborative Group. As part of this, your application and personal data may be shared with partner trusts within the group for recruitment and workforce purposes, in line with General Data Protection Regulation (GDPR)

Right to work

If you need sponsorship to work in the UK, please visit the Home Office website for information on sponsorship and visa status before you fill in your application form. Due to recent changes in the UK immigration rules which affect Skilled Worker Visas, Global Business Mobility, Higher Skill Level and Increased Salary Thresholds, please ensure that you are able to meet the requirements to live and work in the UK before applying. Further information about eligibility is available on UK Visas and Immigration - GOV.UK

Employer certification / accreditation badges

The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.

Application numbers

This vacancy may close early if it receives a high number of applications. Please complete and submit your application in good time to avoid disappointment.

The recruitment team are available to provide support from 9am-5pm, Mon-Fri. To contact the team please call the Trust switchboard and ask for ‘Recruitment team, Human Resources Department’.

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