We are looking for a friendly and enthusiastic Care Coordination Service Assistant to join our busy team.
This is a Full Time position - 37 Hours per week - The service is 24/7, so flexibility within these hours will be required to deliver the service needs.
£12.07 per hour weekend and overnight enhancements apply.
The role is desk based at Newfield House, Blackpool, but may be required to visit and potentially work from any of the sites we deliver from.
Main duties of the job
We are looking for someone to deliver administration support providing a fast, accurate and effective patient telephony service to the Care Co-ordination Service in Blackpool.
About us
The ethos of FCMS as a social enterprise, health and wellbeing services provider is to be passionate in its drive to ensure that patients and callers remain the central focus of all that it does. Coupled with excellent and well-established clinical governance systems and extremely effective operational expertise, it has meant that the company has the ability to strategically visualise, develop, and implement award winning services.
Over many years we have invested in our staff so that we have a core team of highly trained individuals who can manage the needs of our patients and callers. Our staff are able to significantly improve the service delivery and user experience due to their considerable experience and commitment to what they do.
Job responsibilities
1. To provide administration support to the Care Co-ordination Service.
2. To provide a fast, accurate and effective patient telephony service.
3. To provide administrative support to clinical staff.
4. To undertake an intensive internally based training programme.
5. To be able to use the relevant software in a safe, effective, and efficient manner and to undertake any other recognised training for development.
6. To take, record and process information received, accurately and concisely, using nationally recognised software. Relevant information will need to be identified and logged as data on to a computer.
7. To use the telephone and remain empathetic, whilst gaining important information.
8. Accurate data input of special patient information such as end of life care and long-term health conditions.
9. To work effectively under pressure in a calm and confident manner, whilst remaining sensitive to the caller and patients needs.
10. To undertake all relevant training consistent with the requirements of the post.
11. Accessing personal and confidential data.
12. Always ensuring full patient confidentiality, adhering to Information Governance Policies.
13. To undertake any clerical work, administrative, data inputting and any other duties relevant to FCMS (NW) Ltd activities, always following strict protocols and procedures.
14. To work with external organisations effectively including Trinity Hospice, North-West Ambulance Service, Blackpool Teaching Hospitals, GP Practices, and Blackpool, Fylde, and Wyre Neighbourhoods.
15. To provide clear and concise information to all patients and external agencies.
16. To support, when necessary, the wider team, in fulfilling the duties of the System Deflections team.
17. The post holder is expected to always carry out their duties in a highly courteous, sympathetic, and helpful manner.
18. To attend any meetings as and when required.
19. To assist the management team when required.
20. To be flexible and work a variety of daytime, evening, weekend, overnight and bank holidays hours on rotation and, when required, to cover for holiday and sickness.
21. To always adhere to FCMS Policies and Procedures.
Person Specification
Other
* Good literacy and numeracy skills.
* Excellent organisational skills.
* Ability to manage and prioritise own workload.
* Ability to work under pressure and remain calm and focused.
Qualifications
* Educated to GCSE/O Level standard including English Language and Mathematics.
* Equivalent training in administration.
* Evidence of further study.
* Information Governance understanding and awareness.
* Effective communication skills, both verbal and written.
* Sound working knowledge of Microsoft packages including Word, Excel, and email.
Experience
* Experience of working with IT systems.
* Experience of working in an office environment.
* Experience of working within a healthcare setting, and knowledge around patients and individuals that are vulnerable in society.
* Experience of Adastra and/or other clinical systems.
* Experience of working with Clinicians.
Personal Qualities
* Diplomatic/tactful and understand importance of confidentiality.
* Able to demonstrate compassion and empathy.
* Mature outlook.
* Positive mental attitude.
* Smart appearance.
* Professional conduct.
* Ability to work within a team and, at times, in isolation.
* Openness to learn new skills and apply these within the role.
* Non-judgemental.
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.
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