Care Coordinator

Job description

Job responsibilities

Purpose of the role

PCN Additional Reimbursement Scheme Roles are a part of an exciting programme of transformation to develop a new model of care in Primary Care. Holistic outlooks and bridging the gap between healthcare and the community is supported by these additional roles and funded by NHS England who believe that effective care navigation is important to providing coordinated, person-centered care and support. Care navigation is an emerging idea in the UK, with growing evidence demonstrating benefits for patients and carers. Care navigators can occupy many roles and play a crucial part in helping people get the right support, at the right time, to help manage a wide range of needs.

The post holder, as a member and representative of the organisation, will have direct contact with patients and will be instrumental in ensuring that plans for individual patients, and information that the organisation wishes to share with its patients, are enabled and enacted. The post holder will have excellent communication skills, to ensure that every contact counts, through a range of media (telephone; face-to-face; IT) and will demonstrate excellent customer care though commitment to follow-through of established plans to improve health outcomes. He/she will have sound knowledge of local services and providers; maintain an up-to-date database of this information and understand how to access these services. He/she will have knowledge of health promotion issues and current locality initiatives and be able to offer this information to patients. He /she will be able to deal with complex information, using knowledge of local services and pathways to signpost patients to appropriate agencies. Acting as the patients advocate, they will be able to make brief assessments of patient needs, and be able to recognise emergencies and urgent need, both for physical and mental health problems.

The post holder will be responsible for ensuring care plans are implemented, keeping accurate and relevant records and communicate progress or any problems with managerial or clinical staff, as appropriate. They will be competent in the use of computer databases; audit, and in the production of reports and updating of care plans. They will be able to organise and run meetings (one-to-one or groups), from administrative aspects to delivery and to evaluate outcomes, feeding back to senior members within the organisation.

Key Duties and Responsibilities

1. To develop a thorough knowledge of the employing organisation and to work in accordance with written protocols.

2. To implement agreements and policies concerning data sharing and patient consent

3. To provide excellent customer care, demonstrating empathy; patience and a holistic approach to patient care, with commitment to follow-through of care plans and building effective working relationships.

4. To be able to triage calls, directing patients appropriately to relevant personnel/ services

5. To have excellent communication skills, with the ability to communicate in writing (letters and electronically) and verbally with a wide range of providers and users of services, including patients; carers; voluntary sector; social workers; care homes primary and secondary care providers

6. To have a sound and up to date knowledge of local health and social care policy, together with service availability and how to access those services

7. To maintain an accurate database of services available to patients

8. To understand, and be able to disseminate, health promotion information, using this to identify patients who might benefit from these services and to signpost accordingly.

9. To keep accurate records of all patient contacts, using the organisation databases and templates as directed, updating as necessary

10. To be able to carry out audit of organisation and own activities; coordinate satisfaction surveys; produce reports and give presentations within the organisation and locality

11. To be able to organise and facilitate meetings for the organisation and for patients (on a one-to-one or group basis) such as carers groups and to be able to take minutes of such meetings.

12. To understand the common needs and safeguarding issues of vulnerable patient groups, including the elderly; housebound and those with long-term conditions, including physical and mental disabilities.

13. To understand the legal; ethical and regulatory principles of the NHS, and know personal boundaries and when to seek help

14. To be aware of own impact in the process of care; the need for reflection on practice and resilience when faced with challenging situations

15. To understand the importance of confidentiality

16. To respond appropriately in emergency situations

17. To report any incidents that might compromise health and safety for self, other staff or customers/patients

18. To take part in annual appraisal, developing a personal development plan, from which training needs will be identified and training undertaken,

19. To assist in the training of other colleagues where appropriate

20. To work in accordance with Equal Opportunities Policy; Data Protection; Health and Safety, an organisational dress code

21. Other liaison/health promotion activities as agreed with the organisation

To be able to work with people from a wide variety of cultures and backgrounds, and people with disabilities and learning difficulties, and to be able to communicate with them (and, when necessary, their carers) appropriately to facilitate their care and understanding of their care within the service.

Attend and positively contribute to team meetings.

Support and positively influence the team and company culture.

Foster a culture of teamwork by assisting colleagues when workload permits.

Recommend process improvements.

Person Specification

Experience

Essential

• Previous experience in reception or administrative role with customer contact and evidence of ability to use initiative and work independently
• Confident in communication through a wide ran of channels and competence in use of relevant IT databases

Desirable

• Current Adult and Child Safeguarding training level 3
• Basic life support training

Qualifications

Essential

• Minimum GCSE English and Maths or equivalent

Desirable

• Secretarial qualification or demonstrable experience at NVQ Admin level 3, RSA3 or equivalent

Attributes and Personal Abilities

Essential

• Attributes and personal abilities
• Positive attitude towards staff and customers/ patients
• Able to take initiative and prioritise workload
• Demonstrate effective organisational skills
• Able to work under pressure and meet deadlines
• Good interpersonal skills
• Commitment to effective communication and attention to detail
• Respect for confidentiality
• Able to deal with conflict and distress
• Able to work in a challenging and changing environment, responding quickly and flexibly to new developments
• Able to problem solve
• Willing to learn and develop within the organisation
• 3. Communication skills
• Confident in communication methods and able to communicate effectively with a range of customer and provider groups
• Confident in the use of computer databases and able to record information accurately and in a timely manner
• Able to convey clear messages to seniors in the organisation; customers/patients/carers, and other provider agencies, including the production of reports and giving presentations
• 4. Team-working
• Able to relate to, and work with, all professional clinical and non-clinical staff within the organisation
• Able to motivate other team members to support care plan and health promotion initiatives
• Able to demonstrate an understanding of own impact on the process of care, and resilience when faced with challenging situations
• 5. I.T.
• Confident in the use of electronic records; databases and spreadsheets, and other equipment as specific to the organisation.
• Ability to use/navigate digital solutions e.g., NHS App.

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

Haden Vale Medical Practice

Address

50 Barrs Road

Cradley Heath

West Midlands

B64 7HG

Employer's website

https://www.hadenvalemedicalpractice.org (Opens in a new tab)