Job summary
If you
value care and kindness, and appreciate having trust, autonomy, and support to
do your job, then Here is the place for you to be. Were here to enable you to
achieve a great work-life balance and come to work as your whole self, all
whilst creating exceptional care for everyone.
All
people across Brighton and Hove, Crawley, mid-Sussex, and Horsham with a
musculoskeletal condition are referred to our service. We want to make a
persons care as straightforward as possible, by providing one point of contact
as close to their home as possible.
Thats
where our Patient Care Advisors (PCAs) come in as the first voice a patient
hears.
Our PCAs support the
delivery of efficient clinical services by ensuring patients are proactively
managed at all stages of their care. They
handle patient data and work within small teams that belong to the overall
service. They communicate and work with local GP practices, hospital and
community staff and clinicians to get patients to the most appropriate services
for their needs accurately and on time.
Youll find your feet as a Patient Care
Advisor if you are proactive, adaptable, and like being busy.
This role sits within the Sussex MSK Partnership service and is employed
by Here.
Main duties of the job
Patient
Care:
- Offer patient choice where appropriate, supporting them to make choices through
information provision and signposting, enabling them to
consider their own (non-clinical) preferences for treatment and apply them
to choices of secondary provider.
- Assess and resolve patient
queries concerning referrals, appointments, and diagnostic tests in a
timely and professional manner.
- Manage daily GP practise eRS
work lists, MSK clinics, planning administrative work around the
generation of referrals.
Data
and systems:
- Use computer and
paper-based systems, including SystmOne and e-Refferal Services (eRS) to
contact patients, book appointments, and send confirmation letters.
- Manage patients through care
pathways and provide clinicians with necessary notes prior to clinics.
- Action follow up, such as
writing clinic outcome letters, booking follow up appointments, dealing
with DNAs, ensuring clinic capacity is used efficiently.
- Arrange appointments for
diagnostic tests and liaise with diagnostic departments to obtain
results.
- Establish and maintain
effective communication with GPs and practise staff, using persuasive
skills where cooperation is required.
- Work with GPs and Allied
Health Professionals to ensure the appropriate clinic/service is
identified for referrals using guidelines appropriate to each specialty,
with reference to managerial and clinical advice.
About us
Sussex
MSK Partnership Central is an NHS service delivered in partnership between Here
and Sussex Community NHS Foundation Trust. It is a unique local, not for profit
partnership bringing together primary care, specialist musculoskeletal care,
community and mental health and well-being experts to deliver the whole
musculoskeletal service in central Sussex. Our commitment is to a truly
integrated MSK service that is effective, efficient, and compassionate.
Here
was founded in 2008 with the aim of finding new ways to deliver healthcare.
Today we bring this work to life through outstanding, innovative services with
tangible benefits to individuals and communities. At our heart is a commitment
to putting patients at the centre of everything we do.
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.
Job description
Job responsibilities
Job
purpose
Patient Care Advisors are the first point of contact for
the people we serve.
They handle patient data and work within teams that belong
to the overall service. They communicate and work with local GP practices,
hospital and community staff and clinicians to get patients to the most
appropriate services for their needs accurately and on time.
Sussex MSK Partnership Central helps people who are
experiencing MSK (aka musculoskeletal, or muscle and bone) conditions by seeing
them in the community, rather than in a hospital. It is an NHS service
delivered in partnership between Here and Sussex Community NHS Foundation
Trust.
This role sits within the Sussex MSK Partnership service
and is employed by Here.
Main
duties and responsibilities -Patient Care
Patient Care Advisors are the first point of contact
for the people we help, which means they:
- Ensure
daily management of referrals from GP practices and other NHS providers. Working
with providers to resolve queries and issues that arise through the Here
process
- Offer choice directly to patients where appropriate and support
them in making that choice through providing information, signposting and
discussion, enabling patients to consider their own (non-clinical)
preferences for treatment and apply them to a choice of hospital providers.
- Assess
and resolve patient queries concerning their referrals, appointments and
diagnostic tests in a timely and professional manner.
- Maintain
data security and patient confidentiality by adhering to auditable Here processes
and protocols.
- Record information using a variety of computer and paper-based
systems, including Here clinical and information systems. Ensure the accuracy
and quality of data recorded using available reporting tools to check data
quality.
Main duties and responsibilities - Data & Systems
Patient Care Advisors work with data about our
patients every single day, meaning they will:
- Use
a range of computer and paper-based systems, including SystmOne and
e-Referral Service (eRS), to contact patients, book appointments and send
confirmation letters
- Manage
patients through care pathways and provide clinicians with all necessary
clinical notes prior to clinics. Action any subsequent follow up notes (such
as writing clinic outcome letters, booking follow up appointments, dealing
with DNAs), ensuring that clinic capacity is used as efficiently as possible
- Be
responsible for proactively scheduling and maintaining MSK patient clinics to
include first appointments, follow ups and telephone appointments.
- Arrange appointments for diagnostic tests (such as x-rays) and
liaise with the diagnostic departments to obtain results
- 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
- Support GP 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
Main duties and responsibilities - Team & Culture
Patient Care Advisors all belong to a bigger team
that support each other, and because of that they:
- 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.
- Demonstrate a willingness to improve and set personal
goals, and to show commitment to both their immediate and wider team.
- Attend team meetings, regular briefs, one-to-ones and training
sessions.
- Train other members of staff as required on the core functions of
Here and MSK services.
- Are flexible to work a late shift once a week 11am to 7pm.
Job description
Job responsibilities
Job
purpose
Patient Care Advisors are the first point of contact for
the people we serve.
They handle patient data and work within teams that belong
to the overall service. They communicate and work with local GP practices,
hospital and community staff and clinicians to get patients to the most
appropriate services for their needs accurately and on time.
Sussex MSK Partnership Central helps people who are
experiencing MSK (aka musculoskeletal, or muscle and bone) conditions by seeing
them in the community, rather than in a hospital. It is an NHS service
delivered in partnership between Here and Sussex Community NHS Foundation
Trust.
This role sits within the Sussex MSK Partnership service
and is employed by Here.
Main
duties and responsibilities -Patient Care
Patient Care Advisors are the first point of contact
for the people we help, which means they:
- Ensure
daily management of referrals from GP practices and other NHS providers. Working
with providers to resolve queries and issues that arise through the Here
process
- Offer choice directly to patients where appropriate and support
them in making that choice through providing information, signposting and
discussion, enabling patients to consider their own (non-clinical)
preferences for treatment and apply them to a choice of hospital providers.
- Assess
and resolve patient queries concerning their referrals, appointments and
diagnostic tests in a timely and professional manner.
- Maintain
data security and patient confidentiality by adhering to auditable Here processes
and protocols.
- Record information using a variety of computer and paper-based
systems, including Here clinical and information systems. Ensure the accuracy
and quality of data recorded using available reporting tools to check data
quality.
Main duties and responsibilities - Data & Systems
Patient Care Advisors work with data about our
patients every single day, meaning they will:
- Use
a range of computer and paper-based systems, including SystmOne and
e-Referral Service (eRS), to contact patients, book appointments and send
confirmation letters
- Manage
patients through care pathways and provide clinicians with all necessary
clinical notes prior to clinics. Action any subsequent follow up notes (such
as writing clinic outcome letters, booking follow up appointments, dealing
with DNAs), ensuring that clinic capacity is used as efficiently as possible
- Be
responsible for proactively scheduling and maintaining MSK patient clinics to
include first appointments, follow ups and telephone appointments.
- Arrange appointments for diagnostic tests (such as x-rays) and
liaise with the diagnostic departments to obtain results
- 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
- Support GP 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
Main duties and responsibilities - Team & Culture
Patient Care Advisors all belong to a bigger team
that support each other, and because of that they:
- 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.
- Demonstrate a willingness to improve and set personal
goals, and to show commitment to both their immediate and wider team.
- Attend team meetings, regular briefs, one-to-ones and training
sessions.
- Train other members of staff as required on the core functions of
Here and MSK services.
- Are flexible to work a late shift once a week 11am to 7pm.
Person Specification
Experience
Essential
- Previous experience in an administrative role.
- Able to work with a professional team.
- Experience of customer care or similar service industry practises.
- Previous experience of using Word, Excel and Outlook.
Desirable
- Able to comply with patient confidentiality and Data Protection requirements.
- Experience of patient administration systems and/or appointment booking systems.
- Experience of dealing with difficult conversations by telephone.
- Knowledge of principles of care e.g. First do no harm, and patient confidentiality.
Qualifications
Essential
- NVQ Level 3, Certificate of Higher Education and/or equivalent experience
Skills
Essential
- Effective communication, both face to face and on the telephone with a range of people in various situations.
- Excellent telephone manner, managing calls in a professional way.
- Good listening skills, with the ability to maintain focus, recognise distractions, and deal with them appropriately.
- Thorough approach to recording accurate information and data entry.
Personal Qualities
Essential
- Proven record of good timekeeping and attendance.
- Able to show an understanding of issues relating to equal opportunities.
- Skilful handling of situations with consideration for others.
- Able and willing to work flexible hours with a late rota.
Person Specification
Experience
Essential
- Previous experience in an administrative role.
- Able to work with a professional team.
- Experience of customer care or similar service industry practises.
- Previous experience of using Word, Excel and Outlook.
Desirable
- Able to comply with patient confidentiality and Data Protection requirements.
- Experience of patient administration systems and/or appointment booking systems.
- Experience of dealing with difficult conversations by telephone.
- Knowledge of principles of care e.g. First do no harm, and patient confidentiality.
Qualifications
Essential
- NVQ Level 3, Certificate of Higher Education and/or equivalent experience
Skills
Essential
- Effective communication, both face to face and on the telephone with a range of people in various situations.
- Excellent telephone manner, managing calls in a professional way.
- Good listening skills, with the ability to maintain focus, recognise distractions, and deal with them appropriately.
- Thorough approach to recording accurate information and data entry.
Personal Qualities
Essential
- Proven record of good timekeeping and attendance.
- Able to show an understanding of issues relating to equal opportunities.
- Skilful handling of situations with consideration for others.
- Able and willing to work flexible hours with a late rota.
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.