Same Day Care Coordinator - Fareham and Gosport PCN - The Portchester Practice
(2024-05)
I currently work for an 11,300 patient practice in Portchester which operates a 'total triage' model. My role is to assist the duty doctor with daily triage of the online consultations submitted. I independently manage and triage up to 30% of the daily eConsults, using knowledge and established protocols to support safe and efficient patient care.
- Pre-screen and pre-label eConsults with triage suggestions to streamline the review process for duty doctors and improve workflow efficiency.
- Manage incoming eConsults through the smart inbox, ensuring information is uploaded accurately and linked correctly within EMIS.
- Support the GP team with patient triage by reviewing online consultations, gathering additional clinical information from patients, and making decisions using established protocols.
- Maintain oversight of appointment availability across the practice, arranging GP and nurse appointments, blood tests, chronic disease reviews, home visits, and extended access appointments to ensure effective use of appointment capacity.
- Communicate with patients via telephone, SMS, email, self-booking systems, and Floreys regarding appointments, referrals, follow-ups, and ongoing care.
- Maintain accurate patient records through data entry and clinical coding, including QOF-related information, smoking status, alcohol consumption, and DNACPR records.
- Manage DNACPR-related communication and administration, ensuring documentation and EMIS coding remain accurate and up to date.
- Build strong working relationships across the practice and PCN, working closely with clinicians, care coordinators, pharmacists, physiotherapists, paramedics, social prescribers, carers, and external services to support patient-centred care.
- Help improve practice processes by introducing streamlined ADHD and Autism referral pathways, reducing unnecessary GP appointments and improving access to support for patients.
- Support the Tier 3 weight management referral process by communicating with patients, arranging blood tests, and completing referral documentation, helping reduce pressure on nursing and secretarial teams.
- Create and update AccuRx templates to improve patient communication and ensure information is delivered clearly and efficiently.
- Act as a key point of contact between patients and the clinical team, providing clear information about services, appointments, and next steps while maintaining confidentiality and GDPR compliance.
- Provide additional support to colleagues and clinicians during busy periods, including urgent referrals, extended triage support, and administrative cover during staff absences.
- Mentor and support new staff and reception team members with triage processes, eConsult systems, and day-to-day administrative procedures, helping build confidence and knowledge within the team.
- Assist with wider administrative responsibilities including diary management and supporting practice operations during staffing shortages.
Urgent Treatment Centre Receptionist - Weekend Shifts - University Hospitals Sussex - St Richards Hospital, Chichester
(2023-07)
Currently working weekend shifts for the Urgent Treatment Centre located at St Richards Hospital in Chichester assist with 111 and A&E triage.
- Welcome and assist patients at reception, ensuring a professional and friendly first point of contact.
- Confirm patient details and book appointments into the appropriate clinic slots.
- Update and maintain accurate patient information on CareFlow, including obtaining consent to share information where required.
- Register out-of-area patients on CareFlow in line with service procedures.
- Liaise with NHS 111 operators to confirm patient callback statuses and support patient flow.
- Use SystmOne and Symphony systems to manage and book patient appointments efficiently.
- Ensure patients arrive with the correct A&E documentation and escalate any missing information when necessary.
- Work closely with A&E and Paediatric departments to coordinate appointment availability and patient bookings.
- Maintain stock levels across consulting rooms and ensure rooms are fully prepared at the end of clinic sessions.
- Deliver patient samples promptly to the pathology department to support timely processing.
- Send signed hospital discharge summaries and clinician tasks securely to GP surgeries via NHS email.
- Update patient demographic information on the NHS Spine system accurately and in a timely manner.
- Provide chaperone support for clinical consultations when required.
Lead Patient Co-ordinator and IT Specialist - Laservision Limited - Portsmouth
(2021-02 - 2024-03)
I worked at a newly built private eye care clinic in Portsmouth with a team of five consultant ophthalmologists based in Hampshire. I was the lead patient coordinator for two sites, managing 1 receptionist and 6 patient coordinators. One achievement during my employment has been leading a software roll out over five locations.
This includes setting up automation and workflows within the software, adding services for all appointments and surgeries the company offer, updating and uploading company paperwork and providing training to over 10 members of staff. I became the main point of contact for any system queries and continued to maintain the information uploaded to the system.
- Oversee the day-to-day running of the administration team, ensuring tasks are completed efficiently and workloads are managed effectively.
- Process annual leave requests and provide ongoing support to the administration team.
- Open and close the office daily, ensuring confidential patient information is stored securely and all files are locked away appropriately.
- Prepare clinic rooms for consultations and ensure specialist ophthalmic equipment is set up, calibrated, and functioning correctly.
- Back up patient scans and maintain accurate electronic records within clinical IT systems.
- Prepare and finalise clinic and theatre files, ensuring all required documentation is complete and accurate.
- Organise post-operative medications and prepare surgery paperwork for both patients and consultants.
- Act as the first point of contact for IT support, assisting with equipment maintenance, software implementation, and document management systems.
- Support the introduction of new IT systems, services, and treatments by creating relevant documentation and processes.
- Upload, scan, and accurately file patient clinical scans and records within the computer system.
- Coordinate clinic and theatre lists and send information securely to hospital teams in a timely manner.
- Liaise with hospital theatre teams to arrange surgery dates, admission times, and patient bookings.
- Manage the patient journey from initial enquiry through to surgery, follow-up care, and discharge.
- Respond to patient enquiries regarding services, appointments, and treatments via telephone and email.
- Contact patient referrals promptly by phone, email, and post, arranging consultations and follow-up appointments as required.
- Maintain accurate electronic and paper patient records in line with confidentiality and data protection requirements.
- Order and manage stock including contact lenses, surgical equipment, medications, and lens implants.
- Communicate with patients, consultants, hospitals, and other medical professionals to coordinate care and appointments.
- Dictate, prepare, and send clinical letters and secure communications using encrypted email systems including Egress.
- Arrange meetings, manage consultants' diaries, and provide additional support to other office locations when required.
- Manage and delegate patient emails received through shared inbox systems, ensuring queries are responded to appropriately and efficiently.
International Payroll Manager - FMP Global/Iris Payroll Services - Chichester
(2020-03 - 2021-02)
I worked for FMP Global managing over 90 international payroll accounts for various clients. Some countries managed were UK, Germany, Spain and Poland.
- Coordinate monthly payroll changes for clients across multiple countries, ensuring all updates are collected accurately and on time.
- Communicate payroll updates and requirements with in-country subcontractors to ensure smooth payroll processing.
- Review completed payroll reports to ensure all changes have been applied accurately before submission to clients.
- Send payroll reports to clients for approval within agreed deadlines.
