About the Memory Assessment Service (MAS)
The Memory Assessment Service is provided by Here in partnership with Alzheimer’s Society, Sussex Partnership NHS Trust and the Brighton and Hove Carer’s Centre. The service was launched in June 2013 and is run by Specialist GP’s, Nurses and Memory Support Workers. MAS provides access to memory testing and diagnosis, and offers advice, care and support for people with dementia and their caregivers.
Job Purpose
Patient Care Advisors are the first point of contact for the people we serve. It is a central function to support the delivery of goals and objectives of the Memory Assessment Service; ensuring patients and their caregivers receive the support that matters to them, and to provide access to memory testing and diagnosis. Patient Care Advisors are responsible for providing all aspects of administrative service delivery, including the booking of patients, resolving patient queries, working with the clinical team, and supporting delivery of services that exceed patient expectations.
This role sits within the Memory Assessment Service and is employed by Here. This role is advertised as a casual hours role.
Main Duties and Responsibilities
Patient Care
* Ensure daily management of referrals from GP practices and other NHS providers, working with providers to resolve queries and issues that arise through the Here process.
* Receive and record electronic and manual referrals using SystmOne, Outlook, and other IT and manual systems to record, track, onward refer and book patient appointments, processing and dispatching referrals inside agreed times and targets.
* Contact patients by telephone to book and process their appointments to see an NHS specialist for an opinion, ensuring that patients are contacted in a timely manner.
* Offer choice directly to patients where appropriate and support them in making that choice through providing information and discussion.
* Use computer or paper-based systems to actively manage patients through care pathways and provide clinicians with all necessary clinical notes prior to specific clinics.
* Assess and resolve patient queries concerning their referrals, appointments, and diagnostic tests in a timely and professional manner.
* Maintain data security and patient confidentiality by adhering to auditable Here processes and protocols.
* Record information using a variety of computer and paper-based systems, including Here clinical and information systems.
Data & Systems
* Use a range of computer and paper-based systems, including SystmOne and e-Referral Service (eRS), to contact patients, book appointments and send confirmation letters.
* Be responsible for proactively scheduling and maintaining MAS patient clinics to include first appointments, follow ups and telephone appointments.
* Arrange appointments for diagnostic tests (such as MRI scans) and liaise with the diagnostic departments to obtain results.
* Support the Senior Patient Care Advisor in planning clinic capacity, working with clinicians and GP practices to arrange additional clinics when necessary.
* Work with practice and triage clinicians to ensure the appropriate clinic/service is identified for referrals.
* Support clinicians and support workers in the delivery of efficient services by ensuring that existing service systems are maintained.
* Support GP practices where appropriate to provide training on Here processes and establish and maintain effective communication with GPs and practice staff.
Team & Culture
* Work on own initiative, to plan time effectively, to multi-task successfully, and prioritise own workload on a daily basis.
* Demonstrate a willingness to improve and set personal goals, and to show commitment to both their immediate and wider team.
* Work closely with other members of the administrative team, to provide cover during periods of sickness and annual leave.
* Attend team meetings, regular briefs, one-to-ones and training sessions.
* Train other members of staff as required on the core functions of Here and MAS.
* Carry out other administrative functions for the service, which could include writing reports, attending meetings, and answering patient and other health professional enquiries.
* To be flexible to shift working to ensure that the service has adequate cover during opening hours.
Person Specifications
We want all employees to belong, thrive and contribute to our purpose, creating exceptional care for everyone. Our Patient Care Advisors have several qualities and skills that best fit our working culture.
* The application you submit to us
* Any interview/s you attend with us
* Any certificates we may ask to see
* The test we may set you during an interview
Positive about disability
We’re committed to developing the careers of individuals with a disability. We will give full and fair consideration for all applicants. Applicants who confirm a disability that meet the essential criteria and evidence this within their application will be interviewed.
The Skills, Knowledge, and Qualities We Are Looking For in Our Patient Care Advisors
Qualifications
* NVQ Level 3, Certificate of Higher Education and/or equivalent experience - Essential - Assessed on Application and Certificate.
* Proven record of good timekeeping and attendance - Essential - Assessed on Application and interview.
* Able to show an understanding of issues relating to equal opportunities - Essential - Assessed on Application and interview.
* Skilful handling of situations with consideration for others - Essential - Assessed on Application and interview.
* Able and willing to work flexible hours with a late rota - Essential - Assessed on Application and interview.
Experience and Job-Related Knowledge
* Previous experience in an administrative role - Essential - Assessed on Application and interview.
* Able to work with a professional team - Essential - Assessed on Application and interview.
* Experience of customer care or similar service industry practice - Essential - Assessed on Application and interview.
* Previous experience of using Word, Excel and Outlook - Essential - Assessed on Application and interview.
* Able to comply with patient confidentiality and Data Protection requirements - Essential - Assessed on Application and interview.
* Experience of patient administration systems and/or appointment booking systems - Essential - Assessed on Application and interview.
* Experience of dealing with difficult conversations by telephone - Essential - Assessed on Application and interview.
* Knowledge of principles of care e.g. First do no harm, and patient confidentiality - Essential - Assessed on Application and interview.
Skills
* Effective communication, both face to face and on the telephone with a range of people in various situations - Essential - Assessed on Application and interview.
* Excellent telephone manner, managing calls in a professional way - Essential - Assessed on Application and interview.
* Good listening skills, with the ability to maintain focus, recognise distractions, and deal with them appropriately - Essential - Assessed on Application and interview.
* Able to plan and organise own work effectively and work under own initiative to meet demanding deadlines - Essential - Assessed on Application and interview.
* Thorough approach to recording accurate information and data entry - Essential - Assessed on Application and interview.
Things You Need to Know
As an employee of ‘Here’ you may gain knowledge of a highly confidential nature relating to the private affairs, diagnosis and treatment of patients, information affecting members of the public, matters concerning staff and details of items under consideration by ‘Here’. Under no circumstances should such information be divulged or passed to any unauthorized person.
Health and Safety
All staff have a responsibility to perform their duties in such a way that accidents to themselves and to others are avoided, and to cooperate in maintaining their place of work in a tidy and safe condition, thereby minimising risk.
Use of New Technology
We will make use of computer technology. Staff should expect to use automated information systems in their work in order to improve quality and co-ordination of services.
Equal Opportunities
Our policies and practices are designed to ensure equality of opportunity in employment and service delivery. All staff are expected to comply with these policies and practices.
Training and Development
All employees have a responsibility to undertake statutory and mandatory training that is required by ‘Here’. In accordance with the Training and Development Policy staff are expected to actively participate in the appraisal system.
No Smoking Policy
We operate a no-smoking policy. This applies to all staff and visitors.
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