· ·Computer literate, able to use Microsoft Office software suite, sending emails via NHS mail and learn the relevant software/tools required to do the job.
· ·Numerate and literate, able to supply reports as required.
· ·Excellent communication skills, both verbal and written. Confident speaking to service users and clinicians in a face-to-face setting.
· ·Confident speaking to service users via telephone.
· ·Has, or can show capacity to develop, a good knowledge of primary care and local services.
· ·Knowledge of personalisation and public health agendas, including the Digital First Primary Care programme.
· ·Multi-tasking utilising IT (SystmOne), email, telephone systems and having excellent attention to detail.
· ·Experience working in a GP practice or patient facing admin/receptionist role.
· ·Excellent SystmOne or EMIS skills. HCL uses SystmOne.
· ·This requires someone with a willingness to learn and work as part of team as well autonomously.
· ·Participate in any training programme implemented by the organisation as part of this employment.
· ·Solution focused and able to work to service specifications and targets.
· ·Ability to deal with challenging and vulnerable people and having the emotional resilience to manage difficult and upsetting conversations where necessary.
· ·Tactful and diplomatic, able to build rapport with people from a wide range of backgrounds.
· ·Works in a systemised, process driven way, able to handle and manage a high level of volume of tasks and information
Care Coordinators will be contactable by phone and email during the core opening hours as detailed in the operating hours above for South Westminster Health Centre and Lanark Medical Centre. Enhanced Access operates on Saturdays 08:00 – 17:00, you will be required to work Saturdays according to the published rota
· Experience either working within a face-to-face healthcare or a customer service-based role.
· Educated to degree level in relevant subject.
· Understanding and experience of working in the NHS with extensive knowledge and understanding of the roles of the NHS organisation and of the primary care sector.
· SystmOne or EMIS experience.
· Previous similar role in a healthcare or public sector environment.
· Ability to communicate sensitive information effectively with people by telephone, email and face to face.
· Advanced knowledge of Microsoft software applications (Drive, Excel, Outlook, Word, etc.)
· Exceptional attention to detail.
· Excellent time management skills.
· Able to respond to changing demands and reprioritise when necessary.
· Good problem-solving skills.
· Able to work without supervision to agreed deadlines.
· Able to work on own initiative, organising and prioritising own workloads often to tight deadlines.
· Willingness to adapt to change, and to develop services and systems to meet changing demands.
· Proven ability to respond to the unexpected and ability to make judgements around when to make decisions independently or when it may be appropriate to escalate.
· Able to undertake a diverse range of tasks at the same time.
· Well-developed interpersonal and oral/written communication skills.
· Able to maintain effective working relationships at all levels and with staff in other locations.
· Able to deal with challenging conversations in a tactful yet assertive manner.
· Professional, calm and efficient manner