Hall Green Health

Planned Care Assistant (Patient Recall)

Information:

This job is now closed

Job summary

As a member of the Planned Care Team, the post-holder will be responsible for planned care (previously called patient recall), ensuring all their duties are performed effectively and to the required standard, meeting the objectives of the Practice and in accordance with agreed procedures, protocols and time scales. Report to and support the Planned Care Team Leader as necessary.

Main duties of the job

The post-holder will

  • Answering telephone calls
  • Scheduling appointments for patients
  • Take responsibility for planned care activities
  • Work effectively as a team member
  • Complete a variety of recall duties and cover those of other team members
  • Undertake general administrative duties as required including collating and distributing information; writing and sending letters, text messages and emails;
  • Provide regular status updates to the Planned Care Team Leader
  • Action the priorities set by the Planned Care Team Leader
  • Escalate any conflicts within the Team to the Planned Care Team Team Leader
  • Abide by the principles of equality, diversity and inclusion at all times

About us

Hall Green Health was formed in 2003 by 5 like-minded practices with a vision to combine workforces in order to offer the next level of service to our patients. Over the years, we have expanded our team by utilising the skills of both new clinical and non-clinical roles.

We are made up of 2 sites (Hall Green Health and Shirley Road Medical Centre) but we operate as one organisation with patients being able to be seen at either site.

We are a forward thinking practice who pride ourselves on putting patients at the heart of everything we do. We use EMIS Web as our clinical system but complement with a range of additional technologies to support our patient's experience.

We have regular clinical and non-clinical team meetings to manage and continually improve our patient care. We are passionate about training the next generation of workforce and for many years we have been a teaching practice.

As well as providing general medical services, there are a range of other Primary Care Services such as Physiotherapy, Podiatry, Health Visitors, District Nursing, School Nursing and Speech Therapy available on site provided by Birmingham Community Healthcare. There is also an on site pharmacy; Wells Pharmacy.

Details

Date posted

22 February 2024

Pay scheme

Other

Salary

Depending on experience

Contract

Permanent

Working pattern

Full-time

Reference number

A1924-22-7982

Job locations

979 Stratford Road

Hall Green

Birmingham

West Midlands

B28 8BG


Job description

Job responsibilities

The post-holder will

- Take responsibility for planned care activities

- Work effectively as a team member

- Complete a variety of recall duties and cover those of other team members

- Undertake general administrative duties as required including collating and distributing information; writing and sending letters, text messages and emails;

- Provide regular status updates to the Planned Care Team Leader

- Action the priorities set by the Planned Care Team Leader

- Escalate any conflicts within the Team to the Planned Care Team Leader

- Abide by the principles of equality, diversity and inclusion at all times

Staff

- Ensure work is completed to the standards required by the Practice, in accordance with relevant protocols and SOPs

- Complete training programmes created by the Team Leader and aim to continually develop your skills

- Participate in regular 1:1s and appraisals with Team members

- Participate in regular team meetings, which act as a central point of communication, a place to air the thoughts of team members and discuss changes and improvements

- Ensure issues are appropriately escalated to the Team Leader

- Help support the training of new staff, as organised by the Team Leader

Administration

- Support the induction process for new staff

- Complete health and safety assessments as appropriate, in partnership with the Team Leader

- Ensure the post-holders compulsory training is up to date

- Complete the relevant End of Day submissions

Quality

- Ensure that all work produced by the post-holder, is of the highest quality

- Take accountability for the post-holders actions

- Always look to improve the quality of work within the Team and contribute towards the culture of improvement within the department

- Contribute the Team Leaders investigation of any patient complaints that involve the team, prioritising the outcomes and learning points

- Attempt to mitigate risks appropriately and escalate these areas to the Team Leader, ensuring oversight

IT

- Have a working knowledge of all software used by the Team and those relevant for the Practice

- Maintain a high level of computer literacy

- Escalate technical issues appropriately

Communication

- Communicate effectively and professionally using good written, verbal, email and telephone skills

- Regularly communication with patients via text message, telephone call and letter, always maintaining a professional tone and manner

- Adjust communication appropriately, depending on audience

- Prepare letters of a sensitive and confidential nature

- Communicate basic, complex and sensitive information

- Present information at meetings, as necessary

- Ensure that the principles of patient confidentiality are always adhered to

Duties may vary from time to time to suit the needs of the Partnership, or in order to conform to any newNHS working practices or contracts. Therefore new areas of responsibility may arise

At no time should the post holder undertake any action which may be detrimental to the Partnership or contravene any NHS or legal regulations

Job description

Job responsibilities

The post-holder will

- Take responsibility for planned care activities

- Work effectively as a team member

- Complete a variety of recall duties and cover those of other team members

- Undertake general administrative duties as required including collating and distributing information; writing and sending letters, text messages and emails;

- Provide regular status updates to the Planned Care Team Leader

- Action the priorities set by the Planned Care Team Leader

- Escalate any conflicts within the Team to the Planned Care Team Leader

- Abide by the principles of equality, diversity and inclusion at all times

Staff

- Ensure work is completed to the standards required by the Practice, in accordance with relevant protocols and SOPs

- Complete training programmes created by the Team Leader and aim to continually develop your skills

- Participate in regular 1:1s and appraisals with Team members

- Participate in regular team meetings, which act as a central point of communication, a place to air the thoughts of team members and discuss changes and improvements

- Ensure issues are appropriately escalated to the Team Leader

- Help support the training of new staff, as organised by the Team Leader

Administration

- Support the induction process for new staff

- Complete health and safety assessments as appropriate, in partnership with the Team Leader

- Ensure the post-holders compulsory training is up to date

- Complete the relevant End of Day submissions

Quality

- Ensure that all work produced by the post-holder, is of the highest quality

- Take accountability for the post-holders actions

- Always look to improve the quality of work within the Team and contribute towards the culture of improvement within the department

- Contribute the Team Leaders investigation of any patient complaints that involve the team, prioritising the outcomes and learning points

- Attempt to mitigate risks appropriately and escalate these areas to the Team Leader, ensuring oversight

IT

- Have a working knowledge of all software used by the Team and those relevant for the Practice

- Maintain a high level of computer literacy

- Escalate technical issues appropriately

Communication

- Communicate effectively and professionally using good written, verbal, email and telephone skills

- Regularly communication with patients via text message, telephone call and letter, always maintaining a professional tone and manner

- Adjust communication appropriately, depending on audience

- Prepare letters of a sensitive and confidential nature

- Communicate basic, complex and sensitive information

- Present information at meetings, as necessary

- Ensure that the principles of patient confidentiality are always adhered to

Duties may vary from time to time to suit the needs of the Partnership, or in order to conform to any newNHS working practices or contracts. Therefore new areas of responsibility may arise

At no time should the post holder undertake any action which may be detrimental to the Partnership or contravene any NHS or legal regulations

Person Specification

Experience

Essential

  • Ability to build rapport quickly
  • Ability to learn new processes
  • Excellent communication skills
  • Ability to work as part of a team
  • Positive and amicable attitude
  • Ability to work under pressure
  • Attention to detail and accuracy

Desirable

  • Healthcare experience
  • Working with EMIS Web
  • Understand the principles of confidentiality

Qualifications

Essential

  • IT literate, including Microsoft Office
Person Specification

Experience

Essential

  • Ability to build rapport quickly
  • Ability to learn new processes
  • Excellent communication skills
  • Ability to work as part of a team
  • Positive and amicable attitude
  • Ability to work under pressure
  • Attention to detail and accuracy

Desirable

  • Healthcare experience
  • Working with EMIS Web
  • Understand the principles of confidentiality

Qualifications

Essential

  • IT literate, including Microsoft Office

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

Hall Green Health

Address

979 Stratford Road

Hall Green

Birmingham

West Midlands

B28 8BG


Employer's website

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

Employer details

Employer name

Hall Green Health

Address

979 Stratford Road

Hall Green

Birmingham

West Midlands

B28 8BG


Employer's website

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

Employer contact details

For questions about the job, contact:

Planned Care Team Leader

Hannah Turner

hannah.turner22@nhs.net

Details

Date posted

22 February 2024

Pay scheme

Other

Salary

Depending on experience

Contract

Permanent

Working pattern

Full-time

Reference number

A1924-22-7982

Job locations

979 Stratford Road

Hall Green

Birmingham

West Midlands

B28 8BG


Supporting documents

Privacy notice

Hall Green Health's privacy notice (opens in a new tab)