Job summary Care coordinators play an important admin role to proactively identify and work with people, including the frail/elderly and those with long-term conditions, to provide coordination and navigation of care and support across health and care services. They work closely with multidisciplinary teams to manage a caseload of patients, acting as a central point of contact to ensure appropriate support is made available to them and their carers; supporting them to understand and manage their condition and ensuring their changing needs are addressed. Care coordinators review patients needs and help them access the services and support they require to understand and manage their own health and wellbeing, referring to social prescribing link workers, health and wellbeing coaches, and other professionals where appropriate. The successful candidate will be based at MSHG as part of Central 1 Primary Care Network (PCN). They will be caring, dedicated, reliable and person-focused and enjoy working with a wide range of people. They will have good written and verbal communication skills and strong organisational and time management skills. They will be highly motivated and proactive with a flexible attitude, keen to work and learn as part of a team and committed to providing people, their families and carers with high quality support. Main duties of the job Please see attached Job Description for full duties of the role. To be responsible for coordinating and chairing MDT meetings (Childrens MDT, Adults MDT and Nursing Home MDTs) To minute take Whole Practice Meetings and distribute to all staff and ensure actions are completed To be responsible for the accurate typing of letters, reports, patient referrals, minutes, statements, memoranda etc using the computer general office packages. To work within established standards for quality, time scales and deadlines. To operate the e-Referrals system according to practice procedures for patient referral letters To communicate effectively with other team members, patients and carers. To deal with telephone enquires relating to referral letters, urgent appointments, etc from patients, the clinical team and other professionals giving due regard to patient confidentiality and customer care. To liaise with patients over the phone relating to internal and external appointments and as directed by the practice team To liaise over the phone with a wide range of NHS and other organisations on behalf of the practice team as appropriate taking messages and acting on them as necessary. To create Urgent Care Plans for vulnerable patients. Call and recalls. Triaging clinical documents. About us Market Street Health Group is situated in Newham, one of the poorer areas of London. As a result, our patients tend to have more health needs and often make more visits to see their doctor than the average. We have a higher than average representation of the under 16s and the elderly and look after 3 Nursing/Care Homes. Newham has a very diverse population and as a practice we are one of the highest users of the local interpreting service. We are one of the larger practices in Newham with over 13 thousand patients, 5 GPs, 4 GP Registrars, 1 Nurse, 2 Health Care Assistants and 3 Clinical Pharmacists. We have a Health Visitor, District Nurse team, a Midwife, and CBT therapists attached to the practice. The clinical team is supported by the Practice Manager, a team of 8 Receptionists supervised by a Reception Manager, 2 secretaries supervised by a Senior Secretary, a Medical Records Clerk, 2 Administrators and a Facilities Manager plus Apprentices. We are keen on learning and development at Market Street Health Group.We are a training practice for GPs and also do a programme of primary care undergraduate teaching of medical students. We are in very pleasant purpose built premises. Our communication is facilitated by our computer network and we use EMIS web for our clinical system. Date posted 08 November 2024 Pay scheme Agenda for change Band Band 4 Salary £13.50 an hour Contract Permanent Working pattern Full-time Reference number A0036-24-0003 Job locations 52 Market Street London E6 2RA Job description Job responsibilities Key responsibilities Work with patients, their families and carers to improve their understanding of the patients condition and support them to develop and review personalised care and support plans to manage their needs and achieve better healthcare outcomes. Help people to manage their needs through answering queries, making and managing appointments, and ensuring that people have good quality written or verbal information to help them make choices about their care. Assist people to access self-management education courses, peer support, health coaching and other interventions that support them in their health and wellbeing, and increase their levels of knowledge, skills and confidence in managing their health. Support people to take up training and employment, and to access appropriate benefits where eligible; for example, through referral to social prescribing link workers. Provide coordination and navigation for people and their carers across health and care services, working closely with social prescribing link workers, health and wellbeing coaches, and other primary care professionals; helping to ensure patients receive a joined-up service and the most appropriate support. Work collaboratively with GPs and other primary care professionals to proactively identify and manage a caseload, which may include patients with long-term health conditions, and where appropriate, refer back to other health professionals. Support the coordination and delivery of multidisciplinary teams with the PCN Raise awareness of how to identify patients who may benefit from shared decision making and support PCN staff and patients to be more prepared to have shared decision-making conversations. Explore and assist people to access a personal health budget where appropriate. Identify unpaid carers and help them access services to support them Conduct follow-ups on communications from out of hospital and in-patient services Maintain records of referrals and interventions to enable monitoring and evaluation of the service Support practices to keep care records up to date by identifying and updating missing or out of date information about the persons circumstances. Contribute to risk and impact assessments, monitoring and evaluations of the service Referrals To be responsible for the accurate typing of letters, reports, patient referrals, minutes, statements, memoranda etc using the computer general office packages. To work within established standards for quality, time scales and deadlines. To operate the e-Referrals system according to practice procedures for patient referral letters All other typing duties that may be required Communication including telephone To communicate effectively with other team members, patients and carers. To deal with telephone enquires relating to referral letters, urgent appointments, etc from patients, the clinical team and other professionals giving due regard to patient confidentiality and customer care. To liaise with patients over the phone relating to internal and external appointments and as directed by the practice team To liaise over the phone with a wide range of NHS and other organisations on behalf of the practice team as appropriate taking messages and acting on them as necessary. Meetings To be responsible for coordinating and chairing MDT meetings (Children's MDT, Adults MDT and Nursing Home MDTs) To circulate patients for discussion to relevant parties To be responsible for making sure actions are completed following meeting discussions To minute take Whole Practice Meetings and distribute to all staff and ensure actions are completed General To support the effective administration of the practice which will include various other admin duties and tasks including assisting in the administration of medical student teaching Triaging clinical documents Call and recalls To maintain and develop skills in the use of the practice clinical and office IT systems To provide cover at reception during receptionist meetings/training. To work within all the practice operational policies including Health and Safety. To attend training for development within the post and to fulfil practice requirements. To provide cover for members of the secretarial team during periods of sickness and annual leave To maintain patient confidentiality at all times To carry out all duties with due regard to equality and diversity and rights of patients, carers and colleagues. To carry out all duties with due regard to quality, efficient management of time, workload and resources This job description may be amended to take account of the changing needs of the practice Job description Job responsibilities Key responsibilities Work with patients, their families and carers to improve their understanding of the patients condition and support them to develop and review personalised care and support plans to manage their needs and achieve better healthcare outcomes. Help people to manage their needs through answering queries, making and managing appointments, and ensuring that people have good quality written or verbal information to help them make choices about their care. Assist people to access self-management education courses, peer support, health coaching and other interventions that support them in their health and wellbeing, and increase their levels of knowledge, skills and confidence in managing their health. Support people to take up training and employment, and to access appropriate benefits where eligible; for example, through referral to social prescribing link workers. Provide coordination and navigation for people and their carers across health and care services, working closely with social prescribing link workers, health and wellbeing coaches, and other primary care professionals; helping to ensure patients receive a joined-up service and the most appropriate support. Work collaboratively with GPs and other primary care professionals to proactively identify and manage a caseload, which may include patients with long-term health conditions, and where appropriate, refer back to other health professionals. Support the coordination and delivery of multidisciplinary teams with the PCN Raise awareness of how to identify patients who may benefit from shared decision making and support PCN staff and patients to be more prepared to have shared decision-making conversations. Explore and assist people to access a personal health budget where appropriate. Identify unpaid carers and help them access services to support them Conduct follow-ups on communications from out of hospital and in-patient services Maintain records of referrals and interventions to enable monitoring and evaluation of the service Support practices to keep care records up to date by identifying and updating missing or out of date information about the persons circumstances. Contribute to risk and impact assessments, monitoring and evaluations of the service Referrals To be responsible for the accurate typing of letters, reports, patient referrals, minutes, statements, memoranda etc using the computer general office packages. To work within established standards for quality, time scales and deadlines. To operate the e-Referrals system according to practice procedures for patient referral letters All other typing duties that may be required Communication including telephone To communicate effectively with other team members, patients and carers. To deal with telephone enquires relating to referral letters, urgent appointments, etc from patients, the clinical team and other professionals giving due regard to patient confidentiality and customer care. To liaise with patients over the phone relating to internal and external appointments and as directed by the practice team To liaise over the phone with a wide range of NHS and other organisations on behalf of the practice team as appropriate taking messages and acting on them as necessary. Meetings To be responsible for coordinating and chairing MDT meetings (Children's MDT, Adults MDT and Nursing Home MDTs) To circulate patients for discussion to relevant parties To be responsible for making sure actions are completed following meeting discussions To minute take Whole Practice Meetings and distribute to all staff and ensure actions are completed General To support the effective administration of the practice which will include various other admin duties and tasks including assisting in the administration of medical student teaching Triaging clinical documents Call and recalls To maintain and develop skills in the use of the practice clinical and office IT systems To provide cover at reception during receptionist meetings/training. To work within all the practice operational policies including Health and Safety. To attend training for development within the post and to fulfil practice requirements. To provide cover for members of the secretarial team during periods of sickness and annual leave To maintain patient confidentiality at all times To carry out all duties with due regard to equality and diversity and rights of patients, carers and colleagues. To carry out all duties with due regard to quality, efficient management of time, workload and resources This job description may be amended to take account of the changing needs of the practice Person Specification Experience Essential Experience of working in a healthcare setting. Excellent working knowledge of Microsoft Office software. Experience of office procedures working at a high level as part of an administration team / within an administration role. Understanding of Confidentiality and Data Protection Act. Experience of working within Multidisciplinary teams. Knowledge and understanding of relevant health and social care legislation and initiatives. Desirable EMIS WEB experience including searches. Experience of ERS. Audit experience. Skills and Abilities Essential Proven administrative experience. Ability to prioritise and organise workload to meet deadlines. Ability to work under pressure with constant interruptions requiring skills in multi-tasking, maintaining accuracy at all times. Ability to problem solve and support others in resolving problems. Ability to work in partnership with other agencies. Knowledge and understanding of relevant health and social care legislation and initiatives. Ability to build and maintain effective working relationships. Ability to challenge and be challenged. Ability to motivate self and others, and to work as part of a team. Ability to work flexibly to meet the needs of the service. Ability to communicate with a high level of effectiveness both verbally and in writing. Demonstrated capabilities to manage own workload and make informed decisions in the absence of required information, working to tight and often changing timescales. An ability to maintain confidentiality and trust. Professional, calm and efficient manner. Commitment to continuing professional development. Positive and flexible approach to work. Desirable Ability to manage conflicting issues assertively and sensitively. Ability to use own initiative when appropriate. Qualifications Essential Recent completion of both Adult and Child Safeguarding Desirable A-level / NVQ 3 or equivalent experience in admin / business / marketing / customer service environment Person Specification Experience Essential Experience of working in a healthcare setting. Excellent working knowledge of Microsoft Office software. Experience of office procedures working at a high level as part of an administration team / within an administration role. Understanding of Confidentiality and Data Protection Act. Experience of working within Multidisciplinary teams. Knowledge and understanding of relevant health and social care legislation and initiatives. Desirable EMIS WEB experience including searches. Experience of ERS. Audit experience. Skills and Abilities Essential Proven administrative experience. Ability to prioritise and organise workload to meet deadlines. Ability to work under pressure with constant interruptions requiring skills in multi-tasking, maintaining accuracy at all times. Ability to problem solve and support others in resolving problems. Ability to work in partnership with other agencies. Knowledge and understanding of relevant health and social care legislation and initiatives. Ability to build and maintain effective working relationships. Ability to challenge and be challenged. Ability to motivate self and others, and to work as part of a team. Ability to work flexibly to meet the needs of the service. Ability to communicate with a high level of effectiveness both verbally and in writing. Demonstrated capabilities to manage own workload and make informed decisions in the absence of required information, working to tight and often changing timescales. An ability to maintain confidentiality and trust. Professional, calm and efficient manner. Commitment to continuing professional development. Positive and flexible approach to work. Desirable Ability to manage conflicting issues assertively and sensitively. Ability to use own initiative when appropriate. Qualifications Essential Recent completion of both Adult and Child Safeguarding Desirable A-level / NVQ 3 or equivalent experience in admin / business / marketing / customer service environment 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 Market Street Health Group Address 52 Market Street London E6 2RA Employer's website http://www.marketstreethealthgroup.org (Opens in a new tab)