Care Unbound Ltd t/a Here

Team Leader (SPCA)

This job is now closed

Job summary

The Sussex MSK Partnership (SMSKP) is managed and coordinated centrally by Here. The Team Leader (Senior Patient Care Advisor) will administer the Sussex MSK Partnership (SMSKP) referrals assessment and outpatient booking process, working within procedural guidelines.

They will work with GP practices, hospital and community staff and clinicians to ensure SMSKP processes referrals to the most clinically appropriate service in an accurate and timely manner in accordance with the agreed corporate, local and national targets and initiatives.

The SPCA will undertake daily operational responsibilities with a small group of designated PCAs.

Main duties of the job

This will be a team leader role, managing a team of Patient Care Advisors and work alongside the Pathway Operational Manager to manage the performance of the team. Training and ongoing support is provided so role would suit both people with management experience and those who are new to managing a team.

The role will support the Pathway Operational Manager (POM) in the delivery of an Integrated Care Service at Here. An Integrated Care Service is one that follows a patient from referral from their GP to discharge from treatment for specific conditions. The SPCA will steward patients through their pathway according to agreed timescales and targets and following procedural guidelines. The SPCA will administer all aspects of service delivery across a range of clinical specialties. Primarily focus will be on the musculoskeletal service, however the post holder will be flexible in order to adapt to the requirements of Here business.

About us

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.

Date posted

11 July 2022

Pay scheme

Other

Salary

£22,500 to £25,500 a year

Contract

Permanent

Working pattern

Full-time

Reference number

B0339-22-2099

Job locations

4th Floor

177 Preston Road

Brighton

East Sussex

BN1 6AG

Job description

Job responsibilities

1. Responsible for the supervision of daily operational functions with a small group of designated PCAs within the Sussex MSK Partnership, including providing regular 1-1s, training, outpatient clinical administration tasks and demand / capacity resource planning, working within procedural guidelines.

2. Undertake regular catch ups with individual members of a small group of designated PCAs within the Sussex MSK Partnership, working within procedural guidelines and with the POM.

3. To be a first point of contact for PCAs within the Sussex MSK Partnership who may require guidance on query solving or need clarification of operational processes and guidelines.

4. To assist the POM in the planning and co-ordination of the team’s workload to ensure referrals are processed in a timely manner and appointments are made within service pathway guidelines whenever possible.

5. To support SMSKP GP practices in the use of the national e-Referral Choice and Booking system, ensuring it is used to optimum levels.

6. Establish and maintain effective communication with GPs and practice staff, using persuasive and motivational skills where co-operation is required. Visit practices where appropriate to provide training on Here processes.

7. Work with practice and triage GPs 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 e-Referral work-lists, planning administrative work around generation of referrals. Working with practices to resolve queries and issues that arise through the SMSKP process.

9. Receive and record manual and electronic referrals using e-Referral and other IT and manual systems to record, track, onward refer and book patient appointments and diagnostic tests, processing referrals and booking appointments inside agreed times and targets.

10. To schedule and maintain outpatient clinics to include first appointments, follow ups and telephone appointments ensuring co-ordination of request and receipt of diagnostic tests with appointments to limit rescheduling.

11. To support and assist the POM in planning clinic capacity, working with clinicians and GP practices to arrange additional clinics when necessary.

12. Contact patients by telephone to book and process their appointments to see an NHS specialist for an opinion, ensuring that patients are contacted in a timely manner.

13. Prepare and provide clinicians with all necessary clinical notes prior to specific clinics and to action any subsequent follow up notes.

14. To monitor and ensure timely rescheduling of missed appointments (so called ‘DNA’) in order to comply with timeframes within that pathway.

15. To monitor patient pathways in accordance to the SMSKP Access Policy and national RTT guidelines

16. 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.

17. Assess and resolve patient queries concerning their referrals, appointments and diagnostic tests in a timely and professional manner.

18. Maintain data security and patient confidentiality by adhering to auditable Here processes and protocols.

19. Record information using a variety of computer and paper based systems, including SMSKP information database, e-Referral and Systm1, ensuring there are no delays in the processing of referrals by SMSKP. Ensure the accuracy and quality of data recorded using available reporting tools to check data quality and advise on statistics.

20. 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.

21. To demonstrate a willingness to improve and set personal goals, and to show commitment to both their immediate and wider team.

22. Attend team meetings / regular briefs / training.

23. Train other members of staff and clinicians as required on the core functions and/or triaging process at Here and to be responsible for creating training documentation for those processes when required.

24. To provide support to the POM and undertake any other duties required by the business as appropriate to role.