About this role
Job summary
To provide administrational support in ensuring the delivery of an effective patient focused service which promotes proactive care and effective working relationships.
The Care Coordinator plays a central role in providing administrational support supporting a number of patient services including but not limited to minor illess, pharmacy, care home and physio.
Main duties of the job
The post holder will work across all PCN practices and as part of the wider Intergrated Neighbourhood team to ensure efficient and effective patient contacts and assit in the reduction of A&E admissions.
About us
Folkestone, Hythe and Rural Primary Care Network is an innovative, friendly and forward thinking organisation.
We are proud and enthusiastic to be an inventive front runner in the development of Integrated Neighbourhood Team working, which is assisting in shaping the future of primary care, ensuring that patients receive positive and effective encounters enhancing their health and well being.
We are located in the historical South Kent Coast of the Garden of England (Kent). General Practice is changing at pace and we see this as a positive and opportunistic challenge.
Our PCN includes 7 practices with a combined list size of approx 52,000 patients.
Job description
Job responsibilities
Patient Liaison and Action
Answer incoming phone calls, transferring calls or dealing with the callers requests appropriately
Assist with INT triage administration
Complete twice weekly pro-active calls with care homes to establish if there are new residents, RIP, hospital attendances and/or residents transferring
Process and effectively signpost patients and their carers to the appropriate healthcare professional or health/social care, voluntary service depending on the presenting condition
Action incoming emails and correspondence as necessary
Accurately detail information on patients records within the clinical system
Support the coordination, delivery and actions for MDTs within PCN
Take Health and Social Care referral information, which may involve carrying out telephone assessments and receiving referrals from other agencies and professionals
Take part in discharge meetings to assist in communicating and coordinating patient care
Administration
Maintain and monitor the PCN appointment system
Support PCN services with general administrative tasks as requested
Process changes to patient registration, deduction of record and new patient registration
Develop SOPS/guidance notes and keep up to date
In conjunction with PCN Operations manager ensure that SOPS are followed and adhered to, completing in audit and reviews as directed
Conduct system searches as requested
Maintain patient spreadsheets
Be aware of duties and responsibilities regarding current legislation and adhere to practice policies and procedures on safeguarding adults and safeguarding children
In conjunction with PCN Operations Manager carry out case reviews and share learning to colleagues throughout the PCN
Undertake a broad spectrum of administrative duties as required to support INT development
Complete administration tasks in relation to ReSPECT forms
Proactive Care and Engagement
Proactively identify specific cohorts of patients and assist in developing patients understanding of how to manage and develop health and wellbeing through offering advice and guidance
Participate in local initiatives to enhance service delivery and patient care
Liaise with practices, patients, carers, residential homes to assist in the delivery of Learning disability reviews, ensuring that coding is accurate and relevant reporting completed
Support in Patient Education events
Support and participate in Practice and Staff engagement events
Support the development of relationships between Care homes, practices and PCN ensuring that the most effective service and support can be delivered
Be aware of local resources and disseminate updates to colleagues
Develop a sound knowledge of health and social care services and health promotion initiatives, that will enable the safe transfer of clients between different provider services, and the integration of services from different providers where indicated, updating and sharing with colleagues
General
Demonstrate commitment to developing personal skills and knowledge to support robust systems, policies, professional guidance and training to develop wider learning across the team
Undertake any tasks consistent with the level of the post and the scope of the role, ensuring that work is delivered in a timely and effective manner
Demonstrate flexibility and adaptability to working in a dynamic environment
Demonstrate non-judgmental and objective work practice and consideration towards patients and carers views
Support and assist in covering colleagues tasks and duties during sickness and annual leave, which could include telephone cover until 5pm
Support in the continued development of Integrated Neighbourhood Team working
This list of tasks and responsibilities is not exhaustive, and may be amended or added to meet the evolving needs of the service.
Person Specification
Knowledge and Understanding
Essential
- Understanding of Primary Care, GP practices or the wider NHS landscape
- Understanding of how multi-practice or multi-organisation working operates
- Knowledge of operational processes, administration workflows or service coordination
- Effective communicator
- Understanding of confidentiality, information governance and data handling principles
Desirable
- Understanding of PCN governance, DES requirements or NHS programme delivery
Experience
Essential
- Experience of working within a multi-disciplinary team
- Strong administrative skills with excellent attention to detail
- Experience in using the Microsoft Office suite of applications, including Word, PowerPoint and Outlook
- Experience in completing patient observations
- Experience of working under pressure and managing varying workloads and changing demands
- Excellent communication skills with the ability to communicate orally and in written form in a confident, articulate manner
- Ability to build relationships with others to enable and support collaborative working
Desirable
- Experience of implementing or supporting service improvements
- Experience of using IT systems such as EMIS Web, Docman or other clinical systems
- Experience of working within primary care
- Experience phlebotomist
Qualifications
Essential
- GCSE grade A* to C (9-4) in English and Maths or equivalent
- NVQ Level 3, Advanced level administrative qualification or equivalent
- Completion of STEP / Care Certificate
- Demonstrable commitment to professional and personal development
Desirable
- Willingness to work towards further educational qualifications required for the role.
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
Folkestone Hythe and Rural PCN
Address
Office 10
3-5 Portland House
Hythe
Kent
CT21 6EG
United Kingdom
Employer's website
https://www.fhrpcn.co.uk/ (Opens in a new tab)