About this role
Job summary
Please note: at this stage, the role is open only to colleagues currently employed within Kent and Medway NHS Trusts, the Kent and Medway Integrated Care Board (ICB) and Medway Community Healthcare. Nursing vacancies are also open to Student Nurses and Newly Qualified Nurses.
A Patient Care Co-ordinator is responsible for the effective administration and co-ordination of primary care led referral services. The post holder will be responsible for processing referrals across a variety of specialties from GP's, opticians and other clinical sources to the most appropriate NHS or independent provider service, via both a manual and choose & book system. The post holder will be required to engage in "choice" conversations directly with the patient during the telephone booking process. They will need to demonstrate a clear comprehension of NHS waiting times and be required to ensure that patients are only booked within those timeframes, as well as in line with the chosen providers booking policies.
Main duties of the job
Have a high standard of customer care skills to deal empathically with patients and professionally with other healthcare professionals Exercise tact and diplomacy when booking appointments with patients on the telephone. Exhibit excellent verbal and listening skills to book the appointment quickly and accurately enabling incoming telephone lines to remain accessible whilst ensuring the patient has a full understanding of the appointment being booked Ascertain the urgency of incoming calls and correspondence and prioritise and/or escalate work accordingly Be able to read and manipulate spread sheets to identify inaccurate data entry Demonstrate the ability to relate operational knowledge to the manager to ensure service needs and patient demand are met Have a good standard of written language to communicate effectively with patients and colleagues via telephone, letter and email Have good computer skills including a working knowledge of databases, spreadsheets and electronic booking. The post holder would be expected to be competent in the use of word and excel, duties will include the logging of all referrals received on the appropriate database and the retrieval of patient demographic details from NHS data bases. Please note, this vacancy does not meet the criteria for skilled worker sponsorship and therefore, we are unable to accept applications from candidates that cannot provide documentary evidence of right to work in the United Kingdom.
About us
Rated 'outstanding' by the CQC, we've got a passion for delivering high standards of patient care and excellent services to improve the health of our communities. To do this we need outstanding people who share our values compassionate Aspirational Responsive Excellent
We know a commitment to equity, diversity and inclusion leads to better patient care and a happier workforce. We pride ourselves in being diverse and welcome applications from people with varied backgrounds, perspectives and experiences
We ask for information about your protected characteristics on our application forms. This isn't visible to anyone involved with shortlisting or interviewing you, except when you choose to be considered under the guaranteed interview scheme due to disability. Short listers will see two ticks alongside your application to ensure they apply the principles of the scheme to your submission
The data we collect helps us to ensure we are attracting diversity in our applicants, that all our colleagues have equitable access to career opportunities and supports us on our journey to being a Great Place to Work
As a flexible working friendly organisation, we want you to be able to work in a way that is best for us, for our patients and for you. Talk to us about a flexible working arrangement that won't involve sacrificing time for personal interests or family commitments. We'll support you to work flexibly in a way that will suits us both
See where you can go with KCHFTcareer pathways
Job description Job responsibilities
As a community Trust, many of our roles require individuals to be able to drive to perform their duties. Where driving is a requirement of the role, you will be asked to confirm that you hold a full UK driving licence or a full driving licence issued by an EU country (not exchanged from a non-EU country) to proceed with your application. We are committed to supporting candidates with disabilities into employment. If you are unable to drive due to a disability, please contact the Recruitment Team via [email protected], quoting the vacancy reference number, so we can support you further.
The job description and person specification gives you all the information you need about this role. Please look carefully at the criteria in the person specification and tell us what you have done that shows you meet this in your application. If you need an application form in an alternative format please let our recruitment team know. All information you supply on your application should, to the best of your knowledge, be true and accurate.
Still have questions? The recruiting manager would love to hear from you, their contact details can be found in the job advert.
We can get a lot of applications for some roles so to be in with the best chance of being shortlisted please make sure you apply as soon as possible. A vacancy may close early if there is a lot of interest in the job.
At KCHFT we strongly encourage colleagues in clinical and non-clinical roles who have direct or social contact with patients to be fully vaccinated. In this way we will be doing all we can to ensure your safety and that of your colleagues and the patients we serve.
Find out more about the community difference here.
Good luck! We cant wait to meet you and welcome you to #teamKCHFT, #cometocommunity.
Person Specification
Qualifications Essential
Level 3 qualification (e.g. 2 A/AS levels, NVQ level 3, BTEC diplomas, certificates and awards, international Baccalaureate diploma) or equivalent demonstrable experience
Experience Essential
Administrative experience Experience of team working and versatility to take on a variety of tasks
Desirable
NHS IT system experience Experience of handling confidential information
Knowledge Essential
Advanced knowledge and understanding of Microsoft Office packages e.g. Outlook, Word, Excel and PowerPoint. Knowledge of patient administration systems
Desirable
Understanding of health and social care sector, including working knowledge of NHS structures, policies and processes. Knowledge of appropriate area of Clinical terminology.
Skills and Abilities Essential
Excellent interpersonal and verbal communication skills both on telephone and in person with patients, members of the public and colleagues Excellent written communication skills Ability to communicate and work effectively with a wide range of people from different backgrounds at all levels of seniority
Desirable
Proven standard of word processing skills, with a high standard of presentation and accuracy
Personal Attributes Essential
Ability to travel to diverse sites Ability to be patient and tolerant especially when discussing complex information
Desirable
Possess a willingness to learn
Ability to Manage Essential
Ability to maintain discretion and confidentiality at all times.
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 Kent Community Health NHS Foundation Trust
Address Unit J Concept Court / Home
Folkestone
CT19 4RG
United Kingdom
Employer's website https://www.kentcht.nhs.uk/ (Opens in a new tab)