• Job Description

  Req#: C9289-SC-32-B?language=en&page=90&sort=publicationDateDesc

  Job summary

  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.

  Main duties of the job

  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

  About us

  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.

  Details

  Date posted

  14 May 2025

  Pay scheme

  Agenda for change

  Band

  Band 3

  Salary

  £30,039 to £31,088 a year per annum incl HCAS.

  Contract

  Permanent

  Working pattern

  Full-time

  Reference number

  289-SC-32-B

  Job locations

  56 Dean Street

  London

  W1D 6AQ

  
  

  Job description

  Job 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. DNAs 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.

  Job description

  Job 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. DNAs 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

  Essential

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

  Experience

  Essential

  • Experience of working with the general public in a customer facing or administrative role
  • Accurate computer data entry skills
  • Clerical/ reception/ administration experience
  • Experience of working as part of a team.

  Desirable

  • 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

  Essential

  • 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

  Desirable

  • 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

  Person Specification

  Education and Qualifications

  Essential

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

  Experience

  Essential

  • Experience of working with the general public in a customer facing or administrative role
  • Accurate computer data entry skills
  • Clerical/ reception/ administration experience
  • Experience of working as part of a team.

  Desirable

  • 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

  Essential

  • 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

  Desirable

  • 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

  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.

  Employer details

  Employer name

  Chelsea and Westminster Hospital NHS Foundation Trust

  Address

  56 Dean Street

  London

  W1D 6AQ

  
  

  Employer's website

  https://www.chelwest.nhs.uk/ (Opens in a new tab)

  Employer details

  Employer name

  Chelsea and Westminster Hospital NHS Foundation Trust

  Address

  56 Dean Street

  London

  W1D 6AQ

  
  

  Employer's website

  https://www.chelwest.nhs.uk/ (Opens in a new tab)

• About the company

  National Health Service (NHS) is the umbrella term for the publicly-funded healthcare systems of the United Kingdom (UK). The founding principles were that services should be comprehensive, universal and free at the point of delivery—a health service based on clinical need, not ability to pay. Each service provides a comprehensive range of health services, free at the point of use for people ordinarily resident in the United Kingdom apart from dental treatment and optical care.

Notice