Job summary
The role is to provide administrative support to ABC’s new eHub service set up to sift, triage and where
appropriate manage online consultations on behalf of our practices using a provider called eConsult.
eConsult allows patients to submit symptoms or requests to their GP
electronically by completing an online form. eConsult also offers
self-help information, signposting to other services and a symptom checker.
Will work for all of ABC’s PCNs based at Clair Hall, Haywards Heath, West Sussex with scope/potential for
working from home at a later date and once fully trained.
Full time / Part time (Service coverage hours between 0800-1800 – Monday to Friday).
Fixed term for 6 months (will be reviewed for extension dependant on service requirement).
Main duties of the job
The team of administrators will be responsible for reviewing online consultations on behalf of our practices,
according to a clearly defined algorithm/pathway which will determine the most appropriate course of
action. This could be, for example, signposting to a pharmacy, forwarding to an ABC clinician to issue a
prescription or completing an administrative process.
About us
Alliance for Better Care CIC (ABC) is the federation of the 44 East Surrey, Crawley, Horsham and Mid
Sussex GP practices, established in 2014, and now comprising twelve Primary Care Networks.
ABC’s mission is to transform how people manage their health in their community so that we all live happier
lives.
Our core values are:
• Innovation
• Honesty
• Care
• Inclusivity
• Delivery
We have grown rapidly over the last three years and are seen as industry leaders in how we develop and
transform our communities through Primary Care Networks and deliver high quality clinical services at
scale, ensuring that no one is left behind.
Job description
Job responsibilities
Key Responsibilities and Duties
- To sift, triage and manage each online consultation through the correct pathway to the most appropriate outcome to support patients’ effective and safe care.
- To talk to patients, and where appropriate their families and/or carers, remotely by telephone.
- To talk to practices to ensure the most appropriate outcomes for patients and practices.
- Refer eConsults/patients, who flag alerts, back to practices or book GP appointment via Improved Access service.
- Ensuring that all consultations and communications with a patient are recorded on a designated clinical system (EMIS or SystmOne) to ensure a full audit trail.
- Always maintain full patient confidentiality, adhering to Information Governance guidelines.
Please see full Job Description for further information.
Job description
Job responsibilities
Key Responsibilities and Duties
- To sift, triage and manage each online consultation through the correct pathway to the most appropriate outcome to support patients’ effective and safe care.
- To talk to patients, and where appropriate their families and/or carers, remotely by telephone.
- To talk to practices to ensure the most appropriate outcomes for patients and practices.
- Refer eConsults/patients, who flag alerts, back to practices or book GP appointment via Improved Access service.
- Ensuring that all consultations and communications with a patient are recorded on a designated clinical system (EMIS or SystmOne) to ensure a full audit trail.
- Always maintain full patient confidentiality, adhering to Information Governance guidelines.
Please see full Job Description for further information.
Person Specification
Qualifications
Desirable
- Demonstrable commitment to professional and personal development
- Training in motivational coaching and interviewing or equivalent experience
Experience
Desirable
- Experience of working within a healthcare / vaccination centre setting
Personal Qualities & Attributes
Essential
- Able to listen, empathise with people and provide person- centred support in a non-judgemental way
- Able to get along with people from all backgrounds and communities, respecting lifestyles and diversity
- Able to support people in a way that inspires trust and confidence, motivating others to reach their potential
- Able to communicate effectively, both verbally and in writing, with people, their families, carers, community groups, partner agencies and stakeholders
- Able to identify risk and assess/manage risk when working with individuals
- Excellent IT skills and knowledge of GP clinical systems (EMIS and SystmOne)
- Able to maintain effective working relationships and to promote collaborative working with all colleagues
- Demonstrates personal accountability, emotional resilience and works well under pressure
- Able to organise, plan and prioritise on own initiative, including when under pressure and meeting deadlines
- High level of written and oral communication skills
- Able to work flexibly and enthusiastically within a team or on own initiative
- Knowledge of and ability to work to policies and procedures, including confidentiality, safeguarding, lone working, information governance, and health and safety
Person Specification
Qualifications
Desirable
- Demonstrable commitment to professional and personal development
- Training in motivational coaching and interviewing or equivalent experience
Experience
Desirable
- Experience of working within a healthcare / vaccination centre setting
Personal Qualities & Attributes
Essential
- Able to listen, empathise with people and provide person- centred support in a non-judgemental way
- Able to get along with people from all backgrounds and communities, respecting lifestyles and diversity
- Able to support people in a way that inspires trust and confidence, motivating others to reach their potential
- Able to communicate effectively, both verbally and in writing, with people, their families, carers, community groups, partner agencies and stakeholders
- Able to identify risk and assess/manage risk when working with individuals
- Excellent IT skills and knowledge of GP clinical systems (EMIS and SystmOne)
- Able to maintain effective working relationships and to promote collaborative working with all colleagues
- Demonstrates personal accountability, emotional resilience and works well under pressure
- Able to organise, plan and prioritise on own initiative, including when under pressure and meeting deadlines
- High level of written and oral communication skills
- Able to work flexibly and enthusiastically within a team or on own initiative
- Knowledge of and ability to work to policies and procedures, including confidentiality, safeguarding, lone working, information governance, and health and safety
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.
