Care Coordinator

Norfolk Community Health and Care NHS Trust

An exciting opportunity has arisen to join the Community Virtual Ward & Unscheduled Care Coordination HUB at our Reed House base.

We are seeking enthusiastic and proactive individuals to join our dynamic team to undertake administrative tasks to support in the smooth and efficient running of the HUB.

The HUB operates a 7 day a week service, including bank holidays between the hours of 8am and 8pm. There will be a requirement for some weekend and bank holiday working.

Main duties of the job

To undertake the safe and efficient co-ordination of patient referrals and administration support within the Virtual ward and Unscheduled Care Coordination Hub (UCCH) services. To audit and monitor electronic information to ensure accuracy and quality. To maintain good customer care when communicating with the public and health/social care professionals.

Job responsibilities

1. To undertake a safe and efficient co-ordination.
2. To co-ordinate patient appointments for the Virtual Ward and the unscheduled care coordination hub following the set processes, onto the live ledgers, whilst utilising relevant data to include geography, skill mix and staffing levels.
3. Scrutiny of appointment details against care plans that require performing will be undertaken to ensure a correct match and therefore preventing unnecessary visits.
4. To liaise with health professionals to triage referrals to establish the appropriate destination for referrals and forward on as necessary.
5. To demonstrate good customer care and communication skills when communicating with the public and health/social care professionals.
6. To recognise the diverse needs and individuality of service users and demonstrate the ability to act with tact and diplomacy.
7. To demonstrate knowledge of available automated facilities for receiving referrals, finding and checking patient information and storage of information in accordance with policies and procedures.
8. Production of clinical summaries, reports, letters, forms, notices, and minutes of meetings as necessary.
9. Maintaining information stored on the database by updating patient records daily and producing information as requested by team members.
10. Filing and storage of patient notes in accordance with policies and procedures.
11. To support and contact members of the intermediate care teams to ensure urgent referrals are dealt with within the appropriate response time by managing own time effectively and integrating this with the workings of the team.
12. To be aware of the Trust and departmental lone worker policy and ensure it is implemented appropriately.
13. To receive and record messages for members of the teams.
14. To be an active team member with shared responsibility for general housekeeping by prioritising your workload, identify and explore your own contribution to team working and contributing to the induction process of new members of staff.
15. To recognise any problems regarding the service, including any issues relating to quality and passing this and any constructive ideas on improvements to the service to the appropriate person.
16. To monitor and maintain stock levels, requisitioning and receipting as necessary, demonstrating an awareness of budgetary constraints.
17. To be committed to working within a changing environment, responding positively to new demands and changes, and willing to be flexible to the changing needs of the service.
18. To be an active member of the training programme by the attendance at and participation in staff meetings, training sessions and external courses.
19. To participate in the staff appraisal scheme as an appraisee, maintaining a dynamic personal development programme (PDP).
20. To demonstrate an awareness of clinical governance and risk management and apply to work situation. To maintain confidentiality for patient data and commercial data, including data being shared by partner organisations as part of work for Virtual Ward and UCCH.
21. To be an active member in the distribution, management, and allocation of the virtual ward remote monitoring equipment. In addition to this recognise the issues around maintaining stock in all locations that Virtual ward cover including arranging collection of kits.

Person Specification

Qualifications

• GCSE grade C or above, or equivalent in English and Maths
• NVQ 3 Business Administration or equivalent experience
• RSA II or equivalent Typing Qualification

Experience

• Office experience in private or health sector
• Professional contact with the General Public
• Previous NHS experience

Skills Abilities and Knowledge

• Able to communicate effectively in written and verbal English Language IT and Microsoft office literate
• Ability to work effectively as part of a diverse multi-disciplinary team
• Good organisational skills
• Excellent attention to detail
• SystmOne literate

Personal Attributes / Behaviours (linked to the Trust's Behaviour Framework)

• Enthusiastic and motivated
• Committed to providing the best possible service to patients
• Team Player
• Able to work on own initiative
• Tact and diplomacy

Other

• Able to work shift patterns and weekends to meet the needs of the service
• Flexibility to travel to other sites to meet the needs of the service
• Able to make own travel arrangements

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.

Employer name

Norfolk Community Health and Care NHS Trust

£24,071 to £25,674 a year pro rata per annum