Job summary
Are
you good with people? Passionate about making a difference in your community?
Knowing
your effort is adding up to something good matters. In the right organisation
it is clear how what you do day-to-day is making a difference. Our Patient Care
Advisor role has a real impact - it is where our Care Quality Commission
Outstanding rated service meets the individuals and communities we care for.
Could you be the first voice a patient hears?
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.
Based
in our Brighton office, our Patient Care Advisors work within small teams that
belong to the overall service, supporting the delivery of efficient clinical
services by ensuring patients are proactively managed at all stages of their
care.
Communication
is a key part of this telephone-based role, working with local GP practices,
hospitals, community staff and clinicians to get patients to the most
appropriate services for their needs accurately and on time.
Its
a chance to develop your skills and get plenty of support along the way. We'll
provide the training you need to develop your skills to build a career and help
us create exceptional care for everyone all while discovering your potential.
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 practices.
- 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.
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.
Qualifications
Essential
- NVQ Level 3, Certificate of Higher Education and/or equivalent experience
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 practices.
- 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.
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.
Qualifications
Essential
- NVQ Level 3, Certificate of Higher Education and/or equivalent experience
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.