Telephone consultation coordinator

Job description

Job responsibilities

JOB DESCRIPTION

Job Title: Telephone Consultation Coordinator (non-clinical)

Grade: Band 3 (19,737-21,142 WTE)

Contract type: Temporary- 6 months

Responsible to: Clinical Access Supervisor/ Deputy Operational managers

Accountable to: Practice Partnership

JOB SUMMARY

The post holder is responsible for the efficient and effective operation of Telephone consultation management. The Telephone Consultation Coordinator will ensure workload is appropriately actioned with in the set time scales, liaising with the Clinical Access Supervisor and clinical triage coordinator to highlight early warning signs.

The Telephone Consultation Coordinator will work as part of the TCC Team. The team will work together to ensure that tasks are carried out to the required deadlines. The team has to respond to circumstances and a positive and flexible approach is required.

The Postholder will need to organize their workload and manage their time effectively to ensure that all tasks are completed within the required timescales.

Duties and responsibilities

Following Practice policies, protocols and guidelines, duties will include:

TCC Responsibilities:

• Populate and co-ordinate the clinicians telephone consultation sessions ensuring any tasks requested by the clinical TCC are actioned appropriately and in a timely manner across all the sites

• Highlight any risks to the Clinical Access Supervisor and clinical TCC based on capacity for the day and week ahead, and manage any risks appropriately and in a timely manner to ensure no loss of session time or resource.

• Record all administrative outcomes on patients records efficiently.

• Support and work alongside the E-consult Coordinator role (ECC) as and when required

ECC Responsibilities:

• Populate the clinicians E-consultation sessions on EMIS in a timely manner, ensuring all E-consultation PDFs are uploaded at the time of allocation and emails moved into the clinicians specific NHS Mailbox folders.

• Ensure any and all tasks received via NHS mailbox, EMIS or Slack by the clinical team are completed appropriately and in a timely manner.

• Ensure all urgent tasks (i.e. same day appointments) are completed within 2 hours and routine tasks are completed within 1 working day of the task being received.

• Ensure all administrative E-consults are completed within a 48 hour period, with the appropriate codes added to patient records on EMIS.

Any other duty required to support the effective operation of these systems.

Communication and relationships:

• Liaise with members of the Practice, Primary Health Care Team, other NHS Organisations and outside agencies as appropriate to the role

• Communicate sensitively and effectively with patients and carers, using active listening and adapting communication style and method as necessary to meet their needs

• Participate in meetings as appropriate

• Communicate effectively with line management and clinical TCC when working remotely

Team working:

• Understand own role and scope in the practice

• Work as an effective and responsible team member, supporting colleagues in a flexible and approachable manner

Organisation/Quality:

• Ensure that patients are identified correctly.

• Ensure that any data entered into the computer is done accurately.

• Understand and follow the requirements of confidentiality (including GDPR) and the Freedom of Information Act and refer on any queries as appropriate.

• Participate in quality improvement initiatives, including Significant Event Analysis and review of patient complaints.

• Support the aims and objectives of the Practice and contribute to the on-going development of the Practice as required.

• Follow Practice policies, including Health and Safety, Security and Confidentiality.

Training, learning and development:

• Undergo regular appraisal, supervision and training as necessary to update skills and knowledge.

• Provide training to other staff in work relevant to this post.

• Participate in the induction of new staff, students and other attached professionals.

• Participate in the provision of all relevant mandatory training

Equality and diversity:

• Respect the privacy, dignity and beliefs of patients, carers, visitors and co-workers. They must be treated equally, irrespective of gender, ethnic origin, age, disability, sexual orientation, religion, etc.

• Be aware of procedures regarding protection of children and vulnerable adults, including Practice and NHS policies. Follow the guidance and policies and take action in an appropriate manner.

Management of risk / health, safety and security:

• Follow Health & Safety Policies and guidelines, including fire procedures and those pertaining to clinical areas of risk. Use safe working procedures and report incidents using the incident reporting system.

• Use the personal security systems within the workplace according to Practice guidelines.

• Follow infection control procedures.

Other:

• Give good and regular attendance.

• Maintain a tidy and organised work area.

• Any other duty as requested, including covering for absent colleagues.

This job description is subject to periodic review and amendment in consultation with the post-holder in the light of changing circumstances.

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Person Specification

Knowledge, training and experience

Essential

• Good general computer skills, including the ability to use Microsoft Office, email and the internet
• A sound general education to GCSE level or equivalent, or equivalent working experience, or relevant qualifications.
• Evidence of excellent administration and organisational skills with the ability to manage time effectively to meet deadlines.
• Previous experience that demonstrates good attention to detail.
• An excellent standard of grammar and spelling in the English language.

Personal skills and abilities

Essential

• A friendly and approachable manner, with good people skills, showing understanding, care and assertiveness when appropriate.
• The ability to work independently and use initiative.
• The ability to produce accurate and thorough work in a prompt and efficient manner, working to set timescales.
• The ability to communicate clearly and effectively with a wide range of individuals, both verbally and in writing.
• The ability to manage conflict calmly and positively, and adhere to procedures under pressure.
• A conscientious approach and commitment to working in an adaptable and flexible manner.
• The ability to work effectively when busy and multi-task when required.
• The ability to deal with personal information sensitively and respect people's right to confidentiality.
• The ability to cope with occasional exposure to challenging behaviour, distressing circumstances or emotional events.
• The ability to work positively as a member of a busy team.
• The ability to give good and regular attendance.

General

Essential

• A commitment to support the delivery of the best possible service to a diverse inner city population.

Desirable

• Experience of working in a healthcare setting.
• Training or qualifications in administration, IT or other related areas.
• Experience of dealing with the general public, preferably in a customer service environment.

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

Brownlow Group Practice

Address

Brownlow Health @ Pembroke Place

70 Pembroke Place

Liverpool

Merseyside

L69 3GF

Employer's website

https://www.brownlowhealth.co.uk/ (Opens in a new tab)