JOB DESCRIPTION
Behaviour Change Coach
MAIN PURPOSE
* Support patients with an initial triage into appropriate services, providing empathetic and motivational support, to ensure a professional entry into the service.
* Provide day to day triage support within Everyone Health contracts including handling telephone calls/messages, electronic communication, appointment management, and updating patient records.
* Use clinical systems to manage patient data for accurate record keeping.
SUMMARY OF RESPONSIBILITIES AND DUTIES:
* Be the main point of contact throughout patient’s journey of care, from initial access to signoff, supporting navigation and access into interventions within the service as well as support to access wider B&NES community services.
* Provide day to day triage support, handling telephone calls/messages, electronic communication, appointment management, and updating patient records.
* Provide additional support for Everyone Health contracts where needed.
* Administration tasks including postal duties.
* Escalate patient issues and concerns to specialist teams when needed, using agreed mechanisms to document need, action, and result, recognising skills boundaries when needs exceed the skills and competencies of the virtual behaviour change team.
* Utilise a range of communication methods including digital technologies, telephone, email, and text to ensure patient-led support is proportionate to individual needs.
* Be compliant with all relevant policies, procedures, and guidelines, including the appropriate code(s) of conduct associated with this post; maintain awareness of safeguarding issues, report, and act on concerns in accordance with Everyone Health and Local Authority policies and procedures.
* Take responsibility for own CPD and participate in Everyone Health’s induction, training, and continual professional development as required; recognise and work within own competence and professional code of conduct.
* Prioritise, organise, and manage own workload in a manner that maintains and promotes high quality.
* Ensure that commitment to equality and diversity is reflected at all stages of project planning, delivery, and evaluation, in line with agreed service standards.
* Understand and adhere to strict confidentiality and safeguarding protocols.
* Support during contact centre opening hours as required.
PERSON SPECIFICATION
1) SKILLS & ABILITIES
* Excellent communication skills – written, verbal, and non-verbal, and listening skills.
* Sound interpersonal skills with proven ability to work effectively with all levels of colleagues, staff representatives, managers, external agencies, and service providers.
* Keep accurate records to provide data and monitoring information.
* Emotionally sensitive and empathetic to members of the public accessing our service.
* Methodical and highly organised approach to work.
* The ability to work independently and as part of a team.
* Be able to plan own time effectively and prioritise activities around the needs of the team and individuals in the community.
* Respond effectively to referrals in line with agreed service protocols.
* Computer literate – ability to maintain and monitor information systems.
* Flexible and adaptable approach to working.
* Value and respect other people – regardless of background or circumstances.
2. KNOWLEDGE
* Knowledge of good communications and engagement practice.
* Knowledge and understanding of current GDPR regulations, the Patient Confidentiality and Data Protection Act or a willingness to learn.
* Knowledge and a good understanding of the social determinants of health or a willingness to learn.
3. EXPERIENCE
* Providing 1:1 support and triage to service users via telephone and email.
* Managing own workload to ensure tasks are completed on time and to a high standard.
* Using software systems to record accurate data.
4. QUALIFICATIONS
Required: Education to GCSE Standard at grades A-C for a minimum of 5 GCSEs (or equivalent) including Mathematics and English language or literature.
5. SPECIAL CONDITIONS
* Highly motivated self-starter with resilience, determination, and the ability to see jobs through to completion.
* Role incorporates evening/weekend working, with variable levels of travel across B&NES working in a variety of settings.
* Full UK Driving licence and access to a car for work - with ‘business purposes’ insurance.
* Evidence of a personal commitment to continuing professional development and to maintaining an up-to-date professional knowledge supporting the development of business within the company.
* This post involves working with vulnerable adults and as such the post holder will be required to apply for a disclosure of criminal records at an enhanced level (DBS).
6. SAFEGUARDING
Everyone Health Ltd is committed to safeguarding and promoting the welfare of the adults, young people, and children who use the services. All staff have a responsibility to report any identified concerns of abuse or exploitation through the appropriate route in line with the respective policies and procedure.
FITNESS TO PRACTISE
Applicants will need to confirm if:
* They’re currently subject to a fitness to practise investigations or proceedings by a regulatory or licensing body.
* They’ve been removed from any professional register or licensing register.
* They’ve had conditions or sanctions placed on their registration.
* They’ve ever had restrictions placed on their clinical practice as part of the revalidation process.
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