Job Title: Care Coordinator
Salary: £30,279 per annum
Hours: 37.5 hours per week
Responsible to: Team Leader
Key Relationships:
31 General Practices: 4 PCNs, WL ICB, Central London Borough Team, Westminster City Council, Bi-Borough (West London), Central and North West London NHS Foundation Trust (CNWL), Central London Community Healthcare NHS Trust (CLCH), One Westminster, Imperial College Health Partners.
BACKGROUND
Healthcare Central London Ltd (HCL) is a federation of 31 General Practices and 4 Primary Care Networks (PCNs) in Westminster caring for more than 275,000 registered patients. We provide Community and Primary Care services to our local residents, in addition to a wide range of staffing, management and administrative support to our member practices.
JOB ROLE
Care Coordinators play an important role within a PCN to proactively 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.
KEY TASKS AND RESPONSIBILITIES
1. To provide referral management and appointment booking for community based services including Dermatology and Cardiology.
2. To develop and maintain a knowledge of service pathways and criteria.
3. To enable the impact of the service to be assessed and to inform the improvement of other local services by keeping electronic records of all referrals and interventions.
4. Reviewing and processing referrals received from GP Practices.
5. Actively call patients with a view to assisting them through the process and making their onward appointments into community or secondary care service providers.
6. Ensure sufficient phone cover is available for all services and also monitor service inboxes during core office hours, responding to any queries professionally providing helpful information.
7. Booking of appointments for appropriate referrals.
8. Dealing appropriately with any booking or change request calls (or other correspondence).
9. Maintain records of all activities carried out, i.e. outbound calls, calls received, archiving any received correspondence.
10. Provide clinical and non-clinical information in appropriate chronological templates to other services.
11. Actively answer telephone calls and deal with queries in a sensitive and timely way liaising with clinical or managerial staff as is appropriate.
12. Ensure any messages/voicemails are dealt with appropriately and in a timely way.
13. Monitor and action tasks within SystmOne.
14. Provide support with crosschecks and service reports; distribute any incoming mail or faxes as appropriate.
15. Actively call patients to resolve relevant admin requests.
16. To maintain and develop effective communication across the team.
17. Proactively engage in development of the eHub.
18. Other administrative tasks as required.
PERSON SPECIFICATION
Skills and Knowledge
1. Computer literate, able to use email, the internet and web searches as standard applications and databases.
2. Excellent communication skills, both verbal and written.
3. Numerate and literate, able to supply reports as required.
4. Good knowledge of primary care and local services.
5. Knowledge of personalisation and public health agendas, including the Digital First Primary Care programme.
6. Multi-tasking utilising IT (SystmOne), email, telephone systems & having excellent attention to detail.
Experience
1. At least 1 year’s experience of working in a customer service orientated environment.
2. Experience of working in Primary Care.
3. Excellent SystmOne skills.
Personal Attributes
1. Mature outlook, with a willingness to learn and work as part of a team as well autonomously.
2. Solution focused and able to work to service specifications and targets.
3. Ability to deal with challenging and vulnerable people and having the emotional resilience to manage difficult and upsetting conversations.
4. Tactful and diplomatic, able to build rapport with people from a wide range of backgrounds.
5. 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 of the services. The services will mirror practice opening hours which are 8.00am to 6.30pm.
The above list of job duties is not exclusive or exhaustive and the post holder will be required to undertake such tasks as may reasonably be expected within the scope and grading of the post.
KEY WORKING RELATIONSHIPS
The post holder will be required to maintain constructive relationships with a broad range of internal and external stakeholders.
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