Care Coordinator / Admin Assistant (Primary Care)

Job description

Job responsibilities

The role of the Care Co-ordinator in Primary Care is to support the multi-disciplinary clinical team to ensure that vulnerable patients and those with complex needs have a holistic, person-centred care plan. The Care Co-ordinator supports the patient and their carers to input into the development of their plan, and to understand how to access services to meet their needs. (Please note that the Care Co-ordinator is a non-clinical role).

The care coordinator will work closely with GPs, PCN colleagues and practice teams to act as a central point of contact to ensure appropriate support is made available to staff, patients and their carers, supporting patients to access PCN services and maintaining and organising volunteer support where appropriate.

This role will be an integral part of the PCNs multidisciplinary team, working alongside social prescribing link workers and health and wellbeing coaches to provide an all-encompassing approach to personalised care and promoting and embedding the personalised care approach across the PCN.

Key responsibilities and tasks

1 To support the work of the PCN multi-disciplinary team (MDT) to enable them to provide high quality patient care.

· Support the coordination of multidisciplinary staff teams to deliver care across the PCN including induction, support with use of clinical systems such as EMIS and AccuRx, and data analysis

· Support timetabling of PCN clinics and other patient facing work by maintaining up to date records of annual and study leave.

· Coordinate the delivery of care across the PCN through effective estates management

· Complete, maintain and analyse PCN data e.g. appointments, patient satisfaction, income and expenditure

· Support the MDT in the day to day running of clinics ensuring compliance with relevant procedures and policies

· Be the first point of contact to coordinate responses to email/telephone enquiries from the MDT and practices

· Support the PCN team in coordinating audits to support improved patient outcomes

2 To support the PCN Patient Care Projects and Services

· Managing rotas for clinic staff and volunteers and keeping up to date records of all shifts worked for reconciliation of payments

· Booking staff and volunteers,

· Setting up clinics

· Liaising with and supporting Practices to book patients into clinics/services

· Supporting vulnerable patients to access services for example by managing lists of housebound patients who require home visits, keeping an up to date record of those who require and those who have been vaccinated. Liaising with Practice staff and external vaccinators, support with access issues such as transport or language needs

· Support the team in the day to day management of services such as covid clinics ensuring compliance with relevant procedures and policies.

· Be the initial point of contact within the organisation dealing with telephone calls and e-mails regarding services, some of which are complex or contain sensitive information.

· Develop and maintain systems for storage and retrieval of information ensuring information is accessible to other members of the team.

· Undertake data analysis, and assist with project benefits/evaluation monitoring including returns to the CCG and NHSE.

· Assist Senior Management Team with collation and production of project documentation including project reports and presentations.

· Develop and maintain databases and systems for monitoring and evaluation purposes.

· Ensure that accurate records of activity and performance are maintained, and submit returns where required to ensure appropriate remuneration for the PCN

· Provide administrative support to the PCN clinical research programme

3 To support the PCN to develop and maintain links with our patient community :

· Link with local community organisations and networks to recruit volunteers and develop volunteer-led projects in support of PCN’s work programme.

· Support the PCN in developing communication channels between GPs, people and their families and carers and other agencies, including support for our Patient Participation Group, and the development of social media resources such as website and Facebook page

· Support practices to keep care records up-to-date by identifying and updating missing or out-of-date information about the person’s circumstances;

· Contribute to risk and impact assessments, monitoring and evaluation of services

This list of responsibilities is not exhaustive and is subject to changed base on business needs

Person Specification

Qualifications

Essential

• A good standard of general education
• GCSE English and Mathematics level C or above

Desirable

• Hold, or be working towards NVQ Level 3 in adult care - advanced level or equivalent qualifications
• Degree level qualification or equivalent
• Evidence of continuing personal development

Knowledge

Essential

• Knowledge of NHS organisations and roles including Primary Care and Primary Care Networks
• Knowledge of, and ability to work to policies and procedures, including confidentiality, safeguarding, lone working, information governance, and health and safety
• Understanding of, and commitment to, equality, diversity and inclusion
• Understanding of the needs of older people / adults with disabilities / long term conditions particularly in relation to promoting their independence

Other requirements

Essential

• Meets DBS reference standards and criminal record checks
• Willingness to work flexible/additional hours when required to meet work demands
• Access to own transport or ability to travel across the locality on a regular basis

Experience

Essential

• An experienced administrator with strong IT skills, including word, excel (intermediate or advanced), powerpoint
• Good knowledge and confidence in appropriate use of social media to communicate with patients and volunteers
• Experience of working in health, social care or other support roles in direct contact with people, families or carers
• Experience of organising, planning and prioritising work on own initiative, including when under pressure, and meeting deadlines
• Experience of data collection and using tools to measure the impact of services
• Experience of working within multi- professional team environments

Desirable

• Experience of using GP clinical systems such as EMIS
• Experience of working with elderly or vulnerable people, complying with best practice and relevant legislation
• Experience of supervising paid or volunteer staff

Skills and Abilities

Essential

• Strong written and verbal communication skills
• Ability to actively listen, empathise with people and provide personalised support in a non-judgmental way
• Ability to provide a culturally sensitive service supporting people from all backgrounds and communities, respecting lifestyles and diversity
• Commitment to reducing health inequalities and proactively working to reach people from diverse communities
• Ability to communicate effectively, both verbally and in writing, with people, their families, carers, community groups, partner agencies and stakeholders
• Ability to identify risk and assess / manage risk when working with individuals
• Ability to maintain effective working relationships and to promote collaborative practice with all colleagues
• Ability to demonstrate personal accountability, emotional resilience and work well under pressure
• Ability to work flexibly and enthusiastically within a team or on own initiative
• Ability to recognise and work within limits of competence and seek advice when needed

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

Connexus PCN

Address

Brooklea Health Centre

Wick Road

Bristol

BS4 4HU

Employer's website

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