Care Co-ordinator

Job description

Job responsibilities

Role Overview

The post is part of the Affinity Care Primary Care Network Team and will provide day to day support for our GP and ANP team. The Care Co-ordinator will provide navigation for patients to the most appropriate clinician and/or service including provision of direct support to patients by following clinicians guidance.

Key Working Relationships

Patient Services Manager

Clinical Team: GPs, ANPs

Receptionist and Receptionist Team Leader

Pharmacy Team

Responsibilities

Generic Role:

Work sensitively with patients and or their carers to capture key information, making every contact count.

Proactively gather basic information where ever possible eg confirm mobile number, basic QoF such as smoking status etc, remind re smears or to attend LTC review etc or to self-assess BP etc

Promote at every opportunity the use of Airmid and other preferred communication methods of Affinity Care and increasingly use these with patients

See things from a patient perspective; identifying ways to improve our systems to enhance the patient experience

Capture such knowledge in a way that it can be shared with other care coordinators and inform other teams within Affinity Care

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.

Maximise the use of new technology to communicate with patients

Provide coordination and navigation for patients to the most appropriate clinician and/or service

Provide direct support and make key enquiries of patients by following clinicians guidance

Support patients and their carers across health and care services, signposting where appropriate to social prescribing link workers, health and wellbeing coaches, and other primary care professionals

responding to sick note queries, chasing referrals and ensuring that people have good quality written or verbal information to help them make choices about their care.

Seek advice and support from the GP supervisor and/or identified individual(s) to discuss patient-related concerns (e.g. abuse, domestic violence and support with mental health), referring the patient back to the GP or other suitable health professional if required.

GP and ANP/Patient liaison and support:

In addition to the above generic responsibilities as care coordinator working alongside GPs and ANPs you will be required to:

E-consults

- Download, process, and manage e-consults for their hub in line with protocol for the role and liaise with the clinical team on any outstanding enquiries.

- Be an expert care navigator, using the correct templates, processes, and protocols to ensure you are an advocate for the patient.

- Act as a conduit between the clinical team and patient which involves:

gathering relevant information, and liaising with the clinical team so that they have the necessary data to make a clinical judgement

Helping to identify a guide for patients as to what is appropriate to request via e-consult and what is not

Pulling QoF data from the e-consult template and enter into the patient record, and using correct templates to assign to the appropriate clinicians.

- Using a new e-consult template on S1, further develop that template and rule sets to continually improve our e-consult service.

Out of hours tasks

- Follow protocols for management of out of hour tasks, seeking to develop and continually improve protocol and rule set

Clinical Task list

- Review the clinical task list and manage as appropriate for the using care navigation knowledge and navigate as appropriate within Affinity Care or externally.

Pathology

- Undertake frequent checks on pathology throughout the day to identify all results have been managed by the Clinician; allocate any outstanding results as per agreed protocol.

Clinical workflow

- Working to an agreed protocol allocate that days workload to the clinical team fairly eg unassigned tasks, queries

- Proactively manage a task group, containing tasks assigned by clinicians, and ensure that patients are promptly booked in with appropriate services and links with secondary care are followed up promptly and appropriately.

- Proactively assist with QoF targets based around long-term conditions, including, but not limited to, conditions such as rheumatoid arthritis, cancer, depression, and palliative care.

- Pay attention to detail, and make sure that the correct patients are being contacted their conditions

- Use your expert care navigation knowledge to make sure that patients are correctly allocated to the emergency GP, and provide administrative support to the emergency GP.

DVLA

- Deal with incoming post/emails from the DVLA.

- Registering patients so that they can be seen in clinic

- Organising clinics and booking patients in for appointments sending out confirmation to patient and making sure all paperwork received prior to the clinics.

- Processing all the paperwork after the clinics have finished, inputting the information onto the computer, generating invoices where necessary and sending completed forms back to the DVLA.

- Ordered supplies that are needed for taking urine and blood samples.

- Manning the DVLA telephone line and dealing with incoming telephone call from patients wishing to book and appointments.

- Contacting the DVLA with any queries.

- Contacting patients to book appointments

Responsibility for Information Processes

Understand and follow the requirements of the General Data Protection Regulations (GDPR) and to refer on any queries as appropriate.

Adhere to the Affinity Cares policies for data protection, maintaining confidentiality of information at all times

Ensure the management of personal files, both electronic and paper, are accurate, with information being updated in a timely manner and available for audit purposes

Take the necessary precautions when transmitting information

Follow organisational policy regarding the use of email and computer tasks as the main internal method of non-verbal communication and the use of the intranet and the internet as the main source of internal and external information

Equality, Diversity and Inclusivity

Act in ways that recognise the importance of peoples rights, interpreting them in a way that is consistent with Affinity Cares values and procedures.

Respect the privacy, dignity and beliefs of employees and stakeholders. They must be treated equally, irrespective of gender, ethnic origin, age, disability, sexual orientation, religion, etc.

Safeguarding

Affinity Care is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff and volunteers to share this commitment. Staff should ensure that they are aware of the organisations policy and procedures for safeguarding and discharge their responsibilities for safeguarding effectively. It is individual staff members responsibility to maintain competences with regards to levels of safeguarding training commensurate with individual roles. Staff should report any safeguarding concerns to appropriate agencies in line with the safeguarding policy.

Health, safety and security

Wear at all times the appropriate Personal Protection Equipment and clothing at all times in accordance with the Infection Prevention and Control Standard Operating Procedure.

Apply appropriate infection-control measures and maintain work areas that they are clean, safe and free from hazards reporting of any potential risks identified including:

- Following of hand washing protocols

- Universal hygiene procedures

- Cleaning of work surfaces

- Assist colleagues in adopting sound infection control measures

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

Assess risk within the areas of responsibility, ensuring adequate measures are in place to protect staff and patients.

Follow Health and 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.

Monitor work areas and practices to ensure they are safe and free from hazards and conform to health, safety and security legislation, policies, procedures and guidelines.

Other

You will be required to work at other premises owned or associated to the practice. This will be subject to reasonable request in terms of travel compared your routine site of work. You may also be asked from time to time to be flexible in your working hours as per the needs of the practice.

You will be required to:

Give good and regular attendance

Maintain a tidy and organised work area

Any other duty as requested commensurate with the role, including covering for absent colleagues.

Person Specification

Qualifications

Essential

• GCSE English Language, Grade C or above (or equivalent)

Desirable

• NVQ Level 3 or equivalent level of knowledge in office procedures and systems or customer service

Experience

Essential

• Evidence of experience in wide range of administrative systems and software programmes
• Experience of direct patient communication i.e. face to face or via telephone
• Competent computer skills
• Familiarity with the names of common medication

Desirable

• Experience of and competency in using the SystmOne clinical system
• Evidence of ability to support collation and analysis of data
• Understanding of Data Protection legislation
• Experience of supporting and developing service improvement

Skills and qualities

Essential

• Clear communicator with good writing, data entry and telephone skills
• Ability to work effectively as part of a team along with awareness and consideration of other professionals roles
• Problem solving skills; Identifies difficulties as challenges and works with others to identify solutions
• Able to motivate self, work on own initiative and prioritise workload to meet deadlines
• An ability to maintain confidentiality and trust
• Can do attitude, able to maintain positivity in the face of adversity
• Flexible approach to work
• Understanding of and commitment to equality, diversity and inclusivity
• Non-judgmental
• Persistence and ability to keep going in difficult situations and with complex and uncertain pieces of work

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

Affinity Care

Address

Westcliffe Medical Practice

Westcliffe Rd

Shipley

West Yorkshire

BD18 3EE

Employer's website

https://shipleymedicalpractice.nhs.uk/ (Opens in a new tab)