Patient Care Advisor/ Administrator
Care Unbound Ltd t/a Here
The closing date is 31 January 2022
The Sussex MSK Partnership (SMSKP) is managed and coordinated centrally by HERE. The Patient Care Advisor is central to this function, administering all aspects of administrative service delivery, including the booking of patients, coordination of diagnostic results, working with clinicians, resolving queries and supporting delivery of services that exceed patient expectations.
Main duties of the job
Patient Care Advisors will work within their allocated pathway, ensuring seamless delivery of the pathways services. They will work with GP practices, hospital and community staff and clinicians to navigate patients to the most appropriate services for their needs in an accurate and timely manner. They will support the delivery of efficient clinical services by ensuring that patients are proactively managed at all stages of their care.
Our Purpose: Care Unbound. To create more possibilities for care in every moment.
Here is a not-for-profit social enterprise – we work with and for the NHS, reinvesting surplus generated by our work into creating better services. We started in 2008 and have specialised in creating public sector partnerships to deliver primary and community health services.
Our members are local GPs, Practice Managers, Practice Nurses and our own staff.
We believe in enabling people to take control of their health care journeys we help to change the way health and wellbeing services work so care can focus on what matters to individuals.
We work to ensure that our culture is one that allows everyone to come to work as their whole selves. For most of us, work takes up a big part of our day. We want to ensure that its enjoyable and speaks to us on a level deeper than just getting the job done.
1. Use a range of computer and paper based systems, including SystmOne, to contact patients and book appointments for ICATS services and send confirmation letters.
2. Use computer or paper based systems to actively manage patients through care pathways and provide clinicians with all necessary clinical notes prior to specific clinics. Action any subsequent follow up notes (such as processing and writing clinic outcome letters, booking follow up appointments, telephone calls, diagnostic tests, patient letters, dealing with DNA’s), ensuring that clinic capacity is used as efficiently as possible.
3. To be responsible for proactively scheduling and maintaining ICATS patient clinics to include first appointments, follow ups and telephone appointments ensuring co-ordination of receipt of diagnostic tests with appointments to limit rescheduling.
4. To arrange appointments for diagnostic tests (such as x-rays) and liaise with the diagnostic departments, proactively ‘chasing’ / obtaining results using CRIS.
5. To support the Senior Patient Care Advisor in planning clinic capacity, working with clinicians and GP practices to arrange additional clinics when necessary, helping to ensure that adequate capacity is available to avoid delays.
6. Visit practices where appropriate to provide training on HERE processes and establish and maintain effective communication with GPs and practice staff, using persuasive and motivational skills where co-operation is required.
7. Work with GPs and Allied Health Professionals to ensure the appropriate clinic / service is identified for referrals using guidelines appropriate to each specialty and with reference to managerial and clinical advice.
8. Daily management of GP practice Choose & Book work-lists, MSK Clinics, planning administrative work around generation of referrals. Working with practices to resolve queries and issues that arise through the Here process.
9. Offer Choice directly to patients where appropriate and support them in making that choice through information provision, signposting and discussion, enabling patients to consider their own (non clinical) preferences for treatment and apply them to a choice of secondary provider.
10. Assess and resolve patient queries concerning their referrals, appointments and diagnostic tests in a timely and professional manner.
11. Maintain data security and patient confidentiality by adhering to auditable BICS processes and protocols.
12. Record information using a variety of computer and paper based systems, including BICS clinical and information system – VEDAS - ensuring there are no delays in the processing of referrals by HERE. Ensure the accuracy and quality of data recorded using available reporting tools to check data quality and advise on statistics.
13. To work on own initiative, to plan time effectively, to multi-task successfully, and prioritise own workload on a daily basis, working autonomously within own work area seeking advice when appropriate.
14. To demonstrate a willingness to improve and set personal goals, and to show commitment to both their immediate and wider team.
15. Attend team meetings / regular briefs/ training.
16. Train other members of staff as required on the core functions of HERE and ICAT services.
17. To be flexible to enable late shift working once a week 11am to 7pm.
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.
Care Unbound Ltd t/a Here
For help with your application, contact:
09 December 2021
£20,500 a year
Full-time, Part-time, Compressed hours