Co-ordinator - Urgent Community Response (UCR) Hub

Job description

Job responsibilities

Job Title: Co-Ordinator Urgent Community Response (UCR) Hub

Team: Contact Centre Hub

Base Location: Unit 2, Bradley

Line Manager: Services Manager UCR

Staff Group: Non-Clinical Contact Centre

DBS Check Level Required: Basic Check

Vaccination Requirement Statement:

• Covid19 double vaccination not required but recommended.
• This job has been rated as Low Risk for requiring Hepatitis B immunisation.
• Flu jab recommended and will be offered.

Organisation Chart:

Job Purpose:

To provide co-ordination of patients through the UCR process, from acceptance of referral into the hub until the visiting clinician arrives at the patients property.

To liaise with other organisations to manage workloads and ensure that capacity is monitored.

To act as first point of contact for any queries or requests from visiting teams and to provide access to the Hub GP for advice if required.

To monitor patient waiting times and undertake comfort calls where these fall outside of the expected timeframes.

Undertaking the role of Care Navigator when demand requires.

To monitor activity and capacity levels and take necessary actions under OPEL Framework.

To ensure that all services comply with the Care Quality Commission framework and Local Care Direct quality standards at all times, in order to promote continuous improvement and development.

Establish and maintain up-to-date and accurate information regarding access to UCR referral pathways.

Training of UCR staff, to include on the job training e.g. SystmOne, Horizon

Communications & Relationships

• To raise the profile and reputation of Local Care Direct through effective relationships with stakeholders.

Organisational

• To uphold and promote Local Care Direct values and ensure these are translated into working practices and service design

• To maintain the highest standards of conduct.

• To contribute to the development of the organisation and ensure it remains fit for purpose at all times.

PATIENT CARE

To ensure that the quality of patient care is firmly at the centre of the organisations objectives and vision.

To ensure the management and monitoring of the highest standards or safety and quality in the delivery of healthcare and related services, and manage risk within Local Care Direct.

FINANCIAL RESOURCES

To ensure financial policies and procedures are maintained and any relevant budgets are adhered to and that best value for money is achieved.

CONFIDENTIALITY

To operate within information governance protocols and ensure that business confidentiality is maintained at all times.

TRAINING

To support with on the job training for members of the Hub team.

INFECTION PREVENTION AND CONTROL

Healthcare workers have a duty of care to patients and are expected to comply fully with the companies Infection Prevention and Control (IP&C) policies and attend/complete yearly IP&C training, for personal and patient safety and for prevention of healthcare-associated infection (HCAI). Knowledge, skills and behaviour in the workplace should reflect this.

SAFEGUARDING

Individuals have a duty of care to children and vulnerable adults that they come into contact with whilst at work to safeguard and promote their welfare and to work to prevent, recognise, respond, appropriately refer and record potential neglect or abuse, adhering to the companys Safeguarding Children and Safeguarding Vulnerable Adults policies and procedures.

MANAGING SELF

Ensure that relevant professional practice is evidence based and current.

Ensure that continual professional development is maintained and facilitates the ability to provide care to a high standard in a way that is both safe and cost effective.

Ensure that mandatory training is up to date and participate in training as appropriate.

Effectively utilise time management, organisational, co-ordination and if required - management skills.

Identify own professional development needs through the Personal Development Review process (PDR).

The main duties and responsibilities shown here are not exhaustive and the postholder will be expected to carry out any reasonable activities according to the needs of the business as directed by the line manager.

Person Specification

Skills

Essential

• Highly developed communication skills verbal and written
• High levels of organisation
• Logical thinker
• High levels of empathy
• Strong IT skills inc. knowledge of MS Office
• Conflict resolution skills
• Able to develop good relationships with customers both internal and external
• Following processes

Desirable

• Negotiation and influencing skills

Qualifications

Essential

• Level 2 English & Maths (GCSE Grade C / 5 or equivalent)

Knowledge

Essential

• Local Care Direct Services
• Urgent Community Response Services
• Fluent in English language

Desirable

• Knowledge of working in a Healthcare Environment
• NHS Services
• Health and safety principles

Experience

Essential

• Working in a call centre environment or dealing with the public on the telephone

Desirable

• Working with core operational systems (System One)
• Working in a healthcare environment

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

Local Care Direct

Address

Unit 2, Longbow Close

Bradley

Huddersfield

HD2 1GQ

Employer's website

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