Job summary
An exciting new opportunity has arisen within Central Camden Primary Care Network (PCN) for a Care Coordinator to manage patient caseloads and provide coordination and navigation of care and support for patients across health and care services.
Central Camden PCN are a group of 9 member practices who work together at scale and collaborate with others in the local health and social care system. The PCN is highly innovative and delivers services with support from the GP Federation, Camden Health Evolution (CHE) Ltd, that aim to improve the quality of care and outcomes for their patients.
Main duties of the job
The Care Coordinator
will work with the PCN team and member practices to coordinate and perform
key activities to manage patient caseloads, provide access and navigation of
care and support across health and care services, and improve outcomes for
patients.
The post-holder will
perform patient call/recall, appointment booking and proactive reminder
calls, construct and run EMIS searches to identify patients for recall,
ensuring invites are made in a timely and appropriate manner via text, telephone,
or letter, and accurately coded within patient medical records. Other duties will
include but are not limited to audits, data entry and reconciliation, data
reporting and data cleansing.
Previous experience
working within the NHS is desirable for this role. Opportunities for
professional development are included within this role.
About us
Camden Health Evolution (CHE) Ltd is a GP Federation which supports Central Camden Primary Care Network (PCN). There are 9 member practices in Central Camden PCN with a registered population of circa 80,000 patients.
All practices are members of CHE GP Federation and share the vision, mission and values of the Federation and its key priorities.
Job description
Job responsibilities
The following are the core responsibilities of the PCN Care Coordinator. There may be on occasion, a requirement to carry out other tasks; this will be dependent upon factors such as workload and staffing levels.
Strategic
- Support the PCN with patient call/recall, appointment booking and proactive reminders through texts, telephone, and letters.
- Work with the PCN to identify and manage patient caseloads and support personalised care.
- Be the point of liaison for patients and carers/relatives, and interface with health and social care professionals.
- Provide coordination and navigation for patients and carers/relatives across health and care services, alongside other PCN staff and other primary care roles.
- Support the delivery of enhanced services and other PCN service requirements.
- Contribute to tackling inequalities in health and social care particularly regarding patients with long-term conditions.
- Construct and run searches and reports using the clinical system, EMIS Web.
- Support the coordination and manage the administrative functions of MDTs.
- Provide ad hoc support to the PCN team and clinical leads.
- Provide
administrative support (i.e. DOCMAN, patient registrations) to PCN member
practices as required.
- Prepare and produce reports, spreadsheets, and presentations as required.
Communication
- Help patients to manage their care needs, answering their queries and supporting them to make and manage appointments.
- Follow-up with patients who do not attend appointments.
- Communicate effectively with patients and carers/relatives, recognising the need for alternative methods of communication to overcome different levels of understanding, cultural backgrounds, and preferred ways of communicating.
- Provide written or verbal information to patients and carers/relatives on behalf of clinicians and services.
- Record clear, accurate and contemporaneous notes, and coding in patients medical records.
- Develop and maintain effective working relationships with internal and external stakeholders.
- Liaise
with outside agencies and local community centres to help coordinate pathways
of care for patient.
Send out mail merges and bulk texts to patients for a number of campaigns, i.e., flu vaccinations, cancer screening.
- Deal with telephone and email enquiries, and patient call backs in a timely and proficient manner.
- Obtain, collate, and evaluate patient feedback.
Quality Improvement
- Review the completeness and accuracy of data entered in clinical systems.
- Support the CHE / PCN team with data reconciliation.
- Perform data quality checks and undertake, or direct, the correction of any errors.
Key Relationships
- Internal PCN executive team, PCN clinical directors, PCN clinical leads, PCN member practices, PCN workforce, MDT members.
- External NCL ICB, Local providers (C&I, CNWL, RFL, LBC, UCLH), NCL GP Federations, NCL PCNs, NCL STP, PPGs, Suppliers.
Job description
Job responsibilities
The following are the core responsibilities of the PCN Care Coordinator. There may be on occasion, a requirement to carry out other tasks; this will be dependent upon factors such as workload and staffing levels.
Strategic
- Support the PCN with patient call/recall, appointment booking and proactive reminders through texts, telephone, and letters.
- Work with the PCN to identify and manage patient caseloads and support personalised care.
- Be the point of liaison for patients and carers/relatives, and interface with health and social care professionals.
- Provide coordination and navigation for patients and carers/relatives across health and care services, alongside other PCN staff and other primary care roles.
- Support the delivery of enhanced services and other PCN service requirements.
- Contribute to tackling inequalities in health and social care particularly regarding patients with long-term conditions.
- Construct and run searches and reports using the clinical system, EMIS Web.
- Support the coordination and manage the administrative functions of MDTs.
- Provide ad hoc support to the PCN team and clinical leads.
- Provide
administrative support (i.e. DOCMAN, patient registrations) to PCN member
practices as required.
- Prepare and produce reports, spreadsheets, and presentations as required.
Communication
- Help patients to manage their care needs, answering their queries and supporting them to make and manage appointments.
- Follow-up with patients who do not attend appointments.
- Communicate effectively with patients and carers/relatives, recognising the need for alternative methods of communication to overcome different levels of understanding, cultural backgrounds, and preferred ways of communicating.
- Provide written or verbal information to patients and carers/relatives on behalf of clinicians and services.
- Record clear, accurate and contemporaneous notes, and coding in patients medical records.
- Develop and maintain effective working relationships with internal and external stakeholders.
- Liaise
with outside agencies and local community centres to help coordinate pathways
of care for patient.
Send out mail merges and bulk texts to patients for a number of campaigns, i.e., flu vaccinations, cancer screening.
- Deal with telephone and email enquiries, and patient call backs in a timely and proficient manner.
- Obtain, collate, and evaluate patient feedback.
Quality Improvement
- Review the completeness and accuracy of data entered in clinical systems.
- Support the CHE / PCN team with data reconciliation.
- Perform data quality checks and undertake, or direct, the correction of any errors.
Key Relationships
- Internal PCN executive team, PCN clinical directors, PCN clinical leads, PCN member practices, PCN workforce, MDT members.
- External NCL ICB, Local providers (C&I, CNWL, RFL, LBC, UCLH), NCL GP Federations, NCL PCNs, NCL STP, PPGs, Suppliers.
Person Specification
Skills/Abilities
Essential
- Excellent communication (both oral and written) and interpersonal skills
- Ability to work under pressure in a busy working environment and ability to multi-task
- Ability to work as a member of a team
- Ability to work autonomously
- Ability to work collaboratively within a multi-disciplinary environment
- Attention to detail
- Ability to use own initiative to resolve problems
- Excellent time management skills with the ability to re-prioritise
- Excellent IT skills including Microsoft Office
- Good telephony and email skills
- Excellent organisational skills
- Ability to meet deadlines and work under pressure
- Experience providing advice/signposting to users
- Open to innovation and new ways of working
Desirable
- Ability to provide motivational coaching to support behaviour change
- Experience or training in personalised care and support planning
- Understands good clinical and information governance
- Touch typing
Qualifications
Essential
- GCSE Maths and English
- Educated to A level / NVQ 3 level in a relevant subject or equivalent level of qualification or significant equivalent previous proven experience
- Evidence of continued professional development
Desirable
- Educated to degree level in relevant subject or equivalent level qualification or significant experience of working at a similar level in specialist area
- ECDL qualification
- Additional language skills (e.g. Bengali)
Experience
Essential
- Experience in creating and maintaining Excel spreadsheets, and databases
- Experience of administrative duties
- Experience in auditing
- Experience in dealing with sensitive and confidential information
- Knowledge/familiarity with medical terminology
Desirable
- Experience working in the NHS, including either in Primary Care, or with close ties to Primary Care
- Experience in using EMIS Web and constructing EMIS Web searches and reports
- Experience in using Docman, iPlato and accuRx
- Experience of training in personalised care and support planning
Other requirements
Essential
- Ability to travel and work across various PCN sites, where applicable
- Ability to work flexibly to meet the needs of patients and the PCN
- Willingness to undergo further training and development as the role develops
- Flexibility to work from home or outside of core hours, when required
Aptitudes
Desirable
- Adaptability, flexibility, and ability to cope with uncertainty and change
- An ability to maintain confidentiality and trust
- Professional, calm, and efficient manner
- Commitment to continuing professional development
- Positive and flexible approach to work
- Willing to engage with, learn from and sustain relationships with health professionals and colleagues
- Self-motivated and proactive
- Sensitive to patients needs
Knowledge
Essential
- Basic knowledge of available local health services
- Appreciation of the relationship between NHS Bodies, including GP Practices, Federations, PCNs, CCGs, STPs and NHS England
Desirable
- Good local knowledge of health landscape and population needs
- Understanding of local and national strategic priorities
- Understanding of local culture between practices and other providers
Person Specification
Skills/Abilities
Essential
- Excellent communication (both oral and written) and interpersonal skills
- Ability to work under pressure in a busy working environment and ability to multi-task
- Ability to work as a member of a team
- Ability to work autonomously
- Ability to work collaboratively within a multi-disciplinary environment
- Attention to detail
- Ability to use own initiative to resolve problems
- Excellent time management skills with the ability to re-prioritise
- Excellent IT skills including Microsoft Office
- Good telephony and email skills
- Excellent organisational skills
- Ability to meet deadlines and work under pressure
- Experience providing advice/signposting to users
- Open to innovation and new ways of working
Desirable
- Ability to provide motivational coaching to support behaviour change
- Experience or training in personalised care and support planning
- Understands good clinical and information governance
- Touch typing
Qualifications
Essential
- GCSE Maths and English
- Educated to A level / NVQ 3 level in a relevant subject or equivalent level of qualification or significant equivalent previous proven experience
- Evidence of continued professional development
Desirable
- Educated to degree level in relevant subject or equivalent level qualification or significant experience of working at a similar level in specialist area
- ECDL qualification
- Additional language skills (e.g. Bengali)
Experience
Essential
- Experience in creating and maintaining Excel spreadsheets, and databases
- Experience of administrative duties
- Experience in auditing
- Experience in dealing with sensitive and confidential information
- Knowledge/familiarity with medical terminology
Desirable
- Experience working in the NHS, including either in Primary Care, or with close ties to Primary Care
- Experience in using EMIS Web and constructing EMIS Web searches and reports
- Experience in using Docman, iPlato and accuRx
- Experience of training in personalised care and support planning
Other requirements
Essential
- Ability to travel and work across various PCN sites, where applicable
- Ability to work flexibly to meet the needs of patients and the PCN
- Willingness to undergo further training and development as the role develops
- Flexibility to work from home or outside of core hours, when required
Aptitudes
Desirable
- Adaptability, flexibility, and ability to cope with uncertainty and change
- An ability to maintain confidentiality and trust
- Professional, calm, and efficient manner
- Commitment to continuing professional development
- Positive and flexible approach to work
- Willing to engage with, learn from and sustain relationships with health professionals and colleagues
- Self-motivated and proactive
- Sensitive to patients needs
Knowledge
Essential
- Basic knowledge of available local health services
- Appreciation of the relationship between NHS Bodies, including GP Practices, Federations, PCNs, CCGs, STPs and NHS England
Desirable
- Good local knowledge of health landscape and population needs
- Understanding of local and national strategic priorities
- Understanding of local culture between practices and other providers
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.
