Description
The Patient Service Facilitator is a key member of the non-clinical team, responsible for the safe, accurate and timely management of clinical correspondence and patient-facing administrative workflows.
The primary focus of the role is document management, clinical coding and filtering, alongside referral coordination, Electronic Prescription Service (EPS) support, care navigation, call handling, signposting and triage support, email management and patient task management.
The postholder will help ensure that patients receive a high-quality, responsive service, that clinicians receive correctly processed information, and that the practice maintains accurate, well-coded and well-governed patient records.
This is an exciting opportunity for someone with previous experience in a GP practice or other primary care setting, knowledge of SNOMED CT / Read coding and medical terminology, and excellent written and verbal communication skills.
Main duties of the job
- Document management, clinical coding and filtering of clinical correspondence, ensuring clinicians receive correctly processed information and patient records are accurate, well-coded and well-governed.
- Referral coordination, including processing and tracking referrals via the NHS e-Referral Service and monitoring 2-week-wait / urgent suspected cancer pathways.
- Electronic Prescription Service (EPS) support, including processing repeat prescription requests and managing EPS nominations.
- Care navigation and signposting, acting as a first point of contact for patients and directing them to the most appropriate service or professional.
- Call handling and triage support, following practice telephone, triage and escalation protocols.
- Email and inbox management, triaging incoming messages and routing those requiring clinical review.
- Patient task management, prioritising by urgency and contributing to practice safety-netting.
- Supporting audits, quality improvement and data quality initiatives, in line with practice policies, SOPs, and NHS and CQC requirements.
Benefits
- NHS pension opt-in
- Blue Light discounts
Person Specification
- GCSE grade A to C in English and Maths
- Primary Care Experience
- Previous experience in a GP practice or other primary care setting
- Competent IT skills, including Microsoft Office and email
- Strong organisation and prioritisation skills, with the ability to manage workload under pressure
- Excellent written and verbal communication skills
- Experience with patient messaging or telephony systems
Desirable
- Experience with EPS, NHS e-Referral Service, and NHS Spine applications
- Experience using EMIS Web, SystmOne, or similar clinical systems
- Knowledge of SNOMED CT / Read coding and medical terminology
- Awareness of safeguarding and the Accessible Information Standard