Patient Care Coordinator

To be the first point of contact for all patients and Trust staff attending or contacting JHC, Kobler OPD and GDU services ensuring that all queries are dealt with in a professional, polite and friendly manner. To provide reception cover for all Gender Affirmation Surgery (GAS) service patients attending the 3rd floor SSC. The post holder will work within the reception areas as needed to maintain continuity of cover at all times. To ensure collaborative working and clear communication pathways between clinical and administration staff. Participate in the management of a shared SSC email inbox for the purposes of external and patient professional enquiries from other services within the Trust and externally and direct queries appropriately. Work in the SSC GUM/HIV call centre on a rotational basis ensuring all call are answered in a timely and professional manner in accordance with the Trust values. To create and update accurate GUM/HIV/GAS clinic records accordingly regarding appointments as well as changes to demographic or contact information. Clinical systems include (but are not limited to) Cerner, GUM EPR and DrDoctor. To book new/follow-up outpatient appointments for GAS patients in accordance with departmental and Trust policies and procedures. To utilise and manage the patient appointment reminder systems on Ensure relevant standards for confidentiality and information governance are applied. To manage the Kobler Clinic DNA recall system Proactively assist in dealing with patient complaints/compliments around the services. Promote Family and Friends feedback option to patients attending the GUM/HIV OPD service To work closely with the nurses in charge of the GUM/GAS clinics on a daily basis to advice patients of current and approximate waiting times and to ensure patients supported in clinic. Proactively promote Sexual Health London (SHL) testing services both in clinic and on the phones. When working in reception areas, update pt. DNAs and attend patients using Cerner, and GUM EPR systems. To be responsible for maintaining accurate patients demographic details and report any duplicate patient registrations to the SSC Support services 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 input all new and transfer of care HIV patients onto Cerner under a medical number. To effectively diffuse difficult situations with patients and refer to the SSC charge nurse. To maintain the appointment system using the Cerner scheduling system and to make appointments or reschedule them for patients in person, by telephone and in person. To arrange and book any additional services that may be required by patients attended 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 outcomes are recorded. Ensure the HIV DNA policy is followed in Kobler OPD. To send designated SMS messages to patients when require for the purposes of appointment or service related information To take part in audits of outpatient activity as required. To work a flexible rota system for the Service, including late clinics and Saturdays where appropriate. To accurately input GUMCAD/SHRAD data into the GUM EPR as directed.