Vacancies at Hedena Health

Purpose of the post: as a Patient Services advisor you will be working in a small but dynamic team and in many cases you will be the first person that a patient comes into contact with. Your role is to ensure that a patient is given the most appropriate appointment at the earliest opportunity. You will deal with all patients in a professional and friendly manner.

Front Desk Main duties:

• Welcome patients/visitors at the front desk and respond to all requests in a friendly, helpful, and courteous manner
• Explain arrangements and formal requirements for new registrations and ensure documentation/registration process is completed correctly.
• Ensure each new patient is given a registration pack which includes the registration form, patient questionnaire, information on the OCS, SCR and relevant opt out forms.
• Advise patients of private charges before booking non-NHS appointments and receive payments/issue receipts.
• Educate patients about the services offered and systems at Hedena Health including:
  • Named Doctor System
  • Telephone Consultations/Appointment System
  • Appointments Online signup
  • SMS Text reminders
  • Nurse Minor Illness
  • Chronic disease recalls
  • Triage/Home Visits
  • Repeat prescribing process
• Be completely familiar with the appointments system and monitor the flow of patients to consulting rooms.
• Advise patients if the clinician is running more than 15minutes late
• Receive/store/prepare samples for collection according to protocol
• Receive deliveries and advise addressee of arrival
• Ensure that workstations and the reception area in general are kept neat and tidy.
• Accepting messages for nurses, doctors and requests for prescriptions.
• To maintain patient confidentiality at all times.
• To assist patients wanting to book in for appointments, using the self-check in systems (touch screens) - noting and resolving any discrepancies
• Provide assistance to patients on the services provided at Hedena Health
• To ensure that the reception and waiting area (including patient reading material) are kept tidy and are welcoming to patients.
• Report back to relevant colleagues on individual patients when required
• Ensure that prescription requests are actioned promptly, and that repeat prescription requests are dealt with within 48 hours according to protocol.
• Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards.

• Responsible to: Clinical Contracts Manager
• Responsible for: Working with our contracts team to develop and implement proactive care services to help improve and maintain the health and wellbeing of our practice population.
• Hours of work: Full time (over 5 days) – Fixed term for 12 months (December 2025 to November 2026)
• Salary: A competitive salary will be offered to reflect the successful candidate’s experience and qualifications.

Job Summary

We are looking to recruit a Care Coordinator to provide clinical admin support to our Contracts and Clinical Pharmacy Team. The role will be varied and include daily processing of repeat medication, dealing with medication queries from patients and outside agencies, carrying out prescribing audits, actioning safety alerts, managing the recall system for medication management, imputing of clinical data and direct patient contact to encourage uptake of services. You would play an important role to proactively identify and work with people, including the frail/elderly and those with long term conditions, as well as outreach work of patients who may not be engaging with our services.

You would work closely and in partnership with the practice clinical teams, Clinical Pharmacists, and other members of the PCN multi-disciplinary teams providing coordination and navigation for patients and their carers across health and care services.

The successful candidate will display a compassionate nature, be knowledgeable about health care practices and medication, whilst providing exceptional customer service. You will have excellent communication skills, and a high level of IT literacy. Familiarity with IT systems including EMIS and Docman 10 would be desirable.

Key Duties & Responsibilities

Develop and implement proactive care services to help improve and maintain the health and wellbeing of our practice population. Proactively identify and work with a cohort of patients to support their personalised care requirements, using the available decision support aids.

The duties and responsibilities may include any or all of the items in the following list. Duties may be varied from time to time under the direction of the Clinical Contracts Manager, dependent on current and evolving practice workload and staffing levels:

• Input prescription orders on the clinical system
• Answer medication queries from patients, staff members, community pharmacies and care homes
• Create tasks and assist clinicians in managing document workflow relating to prescriptions
• Promotion of electronic repeat dispensing and online ordering
• Work with Prescribers to provide a responsive repeat prescription service, in accordance with any relevant and appropriate policy, protocol, or template.
• Liaise with patients and healthcare providers to obtain correct prescription information.
• Manage prescription requests from vulnerable/high priority patients and care home residents Collate information from medication related queries and forward to an appropriate healthcare professional in a timely manner.
• Bring any queries to the attention of the relevant Prescriber to include under and over usage.
• Be aware of monitoring requirements for selected drugs or categories of drugs and follow up/monitoring required.
• Establish and maintain filing and administrative systems so that written or computerised information is easily accessible and secure.
• Delivering the technical aspects of prescription preparation to ensure the safe prescribing of medicines.
• Comply with legal and professional requirements, accepted guidance on professional practice, and with safe systems of work for re-authorising repeat prescriptions.
• Liaise with pharmacies on the supply of prescribed drugs, alert clinicians of any supply issues and forward information on the recommended alternative.
• Liaise with external pharmacy services and patients to resolve queries and communicate changes to medications.
• Build good working relationships with local Pharmacies to help enable the Practice prescription service.
• Carry out prescribing audits.
• Actioning medicines safety alerts
• To utilise population health intelligence to proactively identify other cohorts of patients, working with the clinical team to plan, implement and track interventions and report on the success of these.
• To signpost to the relevant members of the practice team and outside organisations as appropriate
• To coordinate, attend and provide administrative support for MDT meetings. To disseminate information from these meetings to other practice staff as necessary
• To coordinate visits or arrange appointments at the practice for patients on the caseload.
• To maintain monthly recall searches and ensure patients are attending their Long-Term condition appointments. Following up on those not attending
• To maintain accurate and up to date records of patient contacts, entering notes onto EMIS
• Co-ordinate and liaise with patient services manager on promoting National and local Health campaigns.
• Use language line to communicate with patients who may otherwise not engage with our services.

Person Specification

Essential

• Experience of working in the NHS with knowledge and understanding of the roles of the NHS organisation and of the primary care sector
• Experience of working in a clinical environment (either general practice, hospital or community pharmacy) and good knowledge of medications
• Highly literate and numerate with an excellent eye for detail
• Possess excellent communication skills both verbal and written, and demonstrate the ability to communicate complex information transparently and effectively
• Ability to communicate complex and sensitive information effectively with people at all levels by telephone, email, video conference and face to face
• Able to demonstrate a high level of IT skills (Microsoft word, excel, data)
• To be able to demonstrate being adaptive and comfortable with change
• Evidence of strong team working skills
• Excellent organisation and planning skills, able to meet changing priorities and time frames
• Able to cope with unexpected situations and provide solutions to problems
• Evidence of ability to complete tasks to a high standard with minimal supervision
• Flexible and adaptable and able to demonstrate the ability to make good decisions under pressure and deliver on deadlines
• Required to work collaboratively and build good relationships with others, possessing excellent negotiation skills.
• Ability to cope under pressure with a considerable and varied workload

Desirable

• Good practical and conceptual knowledge of healthcare improvement methods and practices
• Experience of successfully developing and implementing projects
• Experience of working in a multi-site environment
• Full UK driving licence

• Responsible to: Referrals Manager
• Weekly Hours: P/T – Full-time
• Holidays: 5 weeks/year (pro rata)

Primary Objective

To provide secretarial and administrative support to all members of the practice teams at Hedena Health including Branch Surgeries and to co-ordinate and maintain an effective and efficient referral service to support patients and the clinical team.

Main Duties and Responsibilities

• Lexacom transcription (audio typing of referrals, patient letters, medical reports, coroner reports, solicitor reports, retinal screening)
• Secretaries EMIS Patient Tasks
• Secretaries Outlook Emails
• Secretaries Docman Workflow
• Process NHS e-referrals (choose and book) to facilitate patient secondary care appointments + advice and guidance with specialities ie ENT Berkshire, Rheumatology, Dermatology, Endocrinology etc
• Ensure referral read codes are added to patient referrals on EMIS and link document
• Telephone liaison, responding to patient and secondary care services relating to referrals
• Process Email advice and monitor responses, ensuring data filed to patient notes
• Manage referral templates/proformas, ensuring completed correctly by clinicians
• Chase up missing reports, secondary care correspondence, results of investigations, and appointments relating to patient referrals
• Manage NHS Right to Choose Referrals for ADHD and Autism assessments
• Casenotes access requests for clinical and non-clinical staff and assist with access to missing data for clinical staff
• Manage NHS e-referrals work list (cancelled/rejected appointments/outstanding letters/triage responses/2ww reports/Advice & Guidance requests and responses)
• Upload digital photos relating to referrals/emails for advice to patient notes
• Scan documents to patient notes to accompany patient letters(ad-hoc)
• AccuRx triage, adding contact details for service providers and action secretaries inbox from triage
• ICE – community phlebotomy referrals, check requests & hospital appointments
• EMIS appointments – patient appts + adding to Acute Triage & Pharmacist triage
• EMIS ‘All Records View’ outside organisation information tracking of consultations/corres
• Cerner Portal – hospital appointments/correspondence/investigations
• Minute clinical meetings as required [Palliative Care]
• Bereavement Protocol - secretaries

Other

• Log all outgoing correspondence managed by secretarial team on Excel spreadsheet
• Upload referral data to AccuRx and Practice Index (practice intranet)
• Contacts – update contacts on excel spreadsheet and AccuRx
• Filing, Photocopying and file management
• Any other task reasonably delegated and considered appropriate to the post.