Care Coordinator

Job description

Job responsibilities

JOB SUMMARY

St Elizabeth Hospice provides planned, reactive and coordinated care to patients requiring palliative and end of life care. The care coordinators, cover 7 days per week, providing support to our palliative care coordination hub, which includes the community, medical, therapy and emotional wellbeing teams.

Key Relationships include:

Patients, families and informal carers

Community, medical, therapy and emotional wellbeing teams

Head of Nursing

Suffolk Continuing Healthcare Team

Primary Health Care teams including District Nurses, GP

Hospice multi-disciplinary team

Community volunteers

Marie Curie

Social Services

Care Agencies

Central equipment stores

Local bereavement services

Funeral directors

Complex discharge coordinators at Ipswich Hospital

Data collection personnel

RESPONSIBILITIES

Onecall

To provide support to the OneCall advice line, taking the initial calls and ascertaining the most appropriate direction for the call, dealing with any that are appropriate to the role, liaising with internal and external services to meet the patients individual care need.

To respond to all calls in a professional, calm and empathetic manner.

Triage

To receive and process all new referrals, other than those for IPU, liaising with internal and external healthcare professionals and patients to ensure that all necessary information is obtained and added to the patient record.

To make first contact for new referrals to check consent, sharing out, NOK and other demographics.

To work with clinicians to allocate new appointments, contacting patients and families to arrange same.

Care/Virtual Ward

To signpost and provide information as and when required. To be a resource and knowledgeable of services and informed of capacity within care providers.

To coordinate visits by our Community Healthcare Assistants, providing care for new patients and to manage existing patients.

To understand and organise care packages for end of life patients e.g. number of carer visits in a day using the software provided.

Community Volunteers

To have an understanding of the community volunteer service, providing support in the absence of the lead coordinator for the service.

General

To have an understanding of OPA/CCU/IPU to be able to support when needed.

To maintain patient records, ensuring that all activities e.g. telephone calls, are entered in a timely manner and are accurate.

To ensure patients, families and healthcare professionals are informed of changes and updates.

To be involved in appropriate education opportunities relevant to the Hospice.

To prepare for and attend the weekly community MDT meeting.

To attend relevant meetings as required.

To be able to deal with sensitive information at times of stress.

To devise with the line manager, a personal development plan in line with the Hospice objectives and personal needs.

To maintain and increase personal professional skills.

PERSONNEL RESPONSIBILITIES

To recognise indications of staff stress and to facilitate staff support.

To participate in the induction of new staff, as required.

To participate in professional placements and lay person visits to the Hospice, as requested.

To recognise the value of volunteer contribution and play an active part in their support and development where appropriate.

EDUCATIONAL RESPONSIBILITIES

To give feedback from attended education programmes/study days to the multi-disciplinary team.

To support the development of other team members where required.

ORGANISATIONAL RESPONSIBILITIES

To work within the policies of the Hospice and act within Care Standards, and professional guidelines at all times. To maintain appropriate professional registrations.

To uphold the hospice and individual teams values at all times.

To ensure effective use of resources.

To participate in relevant activities which promote the Hospice as requested.

To respect at all times the confidentiality of information covering patients, staff and volunteers.

To play an active part in the development and maintenance of good relationships with all those who have business with the Hospice.

To promote the Hospice Philosophy of Care towards patients, relatives and visitors.

Because of the special nature of the Hospice and its work you may on occasion be asked to undertake other duties to help maintain our high standard of care.

Person Specification

Specific Skills

Essential

• Excellent written and verbal skills.
• Effective communication, inter-personal and organisational skills, face to face, in writing and over the telephone.
• Advanced IT skills including Word, Excel, Outlook.
• Able to manage and prioritise own workload.
• Able to work accurately with excellent attention to detail.

Qualifications

Essential

• Educated to GCSE standard or equivalent.
• NVQ Level 3 or above in Business Administration or equivalent previous experience.

Personal Qualities

Essential

• Demonstrable experience of team working.
• Ability to withstand sensitive and potentially stressful situations.
• Strong attention to detail and accuracy.
• A positive attitude.
• Able to demonstrate empathy.

Experience

Essential

• Experience of working in a busy administration role, working with minimal supervision.
• Experience of establishing work processes and procedures.
• Experience of working within a secure and confidential environment.

Desirable

• Experience of working within a healthcare setting.

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

St Elizabeth Hospice

Address

565 Foxhall Road

Ipswich

Suffolk

IP3 8LX

Employer's website

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