Central London Healthcare CiC - Care Coordinator for Enhanced Access in Westminster

Employing Entity: Central London Healthcare CiC

Salary: £31,000 per annum

Hours: 37.5 hours per week

Responsible to: Team Leader

JOB ROLE

Care Coordinators play an important role within the Access Hubs helping patients with their queries as well scheduling and checking them in for appointments, assisting clinicians on site and liaising with the patients’ GP practices to ensure they receive the care they need. This role will operate within two services:

• Enhanced Access operates Monday - Saturday from Connaught Square and South Westminster Health Centre and Lanark Medical Centre
• CLH is solely responsible for South Westminster Health Centre which operates 08:00 - 20:00 Monday - Friday and 09:00 - 16:00 Saturdays.

KEY TASKS AND RESPONSIBILITIES

• Admin duties include SystmOne related tasks such as ICE, pathology reports, sorting incoming post to be attached to the relevant medical record and creating tasks for GP practices as advised by clinicians
• Other admin duties include checking that patients booked into the services meet the criteria to be seen
• Assisting patients with appointment check-ins, new appointment/rescheduling and queries
• Assisting clinicians with admin duties, communicating with them in person and via SystmOne messenger
• Call patients to confirm bookings/send SMS confirmations
• Complete clinical stock checks and order stock as required
• Complete clinic room checks
• Complete fridge checks
• Complete 2WW and other routine/urgent referrals to the relevant service
• Contacting patients via SMS and telephone regarding their appointments
• Contribute to policies and SOPs
• Issue and collect feedback forms from patients
• Manage clinician bookings via My Locum Manager (MLM)
• Monitor team mailbox for clinician booking updates for Additional Access and Enhanced Access services
• Monitor and action relevant tasks within SystmOne
• Monitor the clinics taking place on the day
• Order stationery supplies
• Point of contact for clinicians who are on duty
• Proactively engage in the development of the Access Hubs and South Westminster Health Centre
• Protect patient data/privacy
• Provide administrative support to the wider CLH organisation
• Reception desk duties including inbound/outbound telephone calls, responding to emails and handling face-to-face queries
• To develop and maintain a knowledge of service pathways and criteria
• To maintain and develop effective communication across CLH and the GP Federation
• Update and maintain contact information for clinicians
• Update the board of services
• Update the clinicians’ rota on SystmOne
• Update the room allocation rota
• Work collaboratively with colleagues in the CLH and the GP Federation
• Take part in CLH events and activities where applicable

PERSON SPECIFICATION

Skills and Knowledge

• Computer literate, able to use Microsoft Office software suite, sending emails via NHS mail and learn the relevant software/tools required to do the job.
• Numerate and literate, able to supply reports as required.
• Excellent communication skills, both verbal and written. Confident speaking to service users and clinicians in a face-to-face setting.
• Confident speaking to service users via telephone.
• Has, or can show capacity to develop, a good knowledge of primary care and local services.
• Knowledge of personalisation and public health agendas, including the Digital First Primary Care programme.
• Multi-tasking utilising IT (SystmOne), email, telephone systems and having excellent attention to detail.

Desired experience

• Experience working in a GP practice or patient facing admin/receptionist role.
• Excellent SystmOne or EMIS skills. HCL uses SystmOne.

Personal Attributes

• This requires someone with a mature outlook, with a willingness to learn and work as part of team as well autonomously.
• Participate in any training programme implemented by the organisation as part of this employment.
• Solution focused and able to work to service specifications and targets.
• Ability to deal with challenging and vulnerable people and having the emotional resilience to manage difficult and upsetting conversations where necessary.
• Tactful and diplomatic, able to build rapport with people from a wide range of backgrounds.
• Works in a systemised, process driven way, able to handle and manage a high level of volume of tasks and information.

Care Coordinators will be contactable by phone and email during the core opening hours as detailed in the operating hours above for South Westminster Health Centre. Enhanced Access operates on Saturdays 09:00 - 16:00, you will be required to work Saturdays according to the published rota. The above list of job duties is not exclusive or exhaustive and the post holder will be required to undertake such tasks as may reasonably be expected within the scope and grading of the post. Whilst HCL is responsible for South Westminster Health Centre, you may be asked to work from the following Additional Access Hubs: Lisson Grove Health Centre, Marylebone Health Centre, Paddington Green Health Centre or St Johns Wood Medical Practice.

KEY WORKING RELATIONSHIPS

The post holder will be required to maintain constructive relationships with a broad range of internal and external stakeholders, including:

• General Practice
• Central London CCG

Participate in relevant internal and external working groups/projects, services, and initiatives which develop the role and the service within Central London.

Requirements

• Experience either working within a face-to-face healthcare or a customer service-based role.
• Educated to degree level in relevant subject.
• Understanding and experience of working in the NHS with extensive knowledge and understanding of the roles of the NHS organisation and of the primary care sector.
• SystmOne or EMIS experience.
• Previous similar role in a healthcare or public sector environment.
• Ability to communicate sensitive information effectively with people by telephone, email and face to face.
• Advanced knowledge of Microsoft software applications (Drive, Excel, Outlook, Word, etc.)
• Exceptional attention to detail.
• Excellent time management skills.
• Able to respond to changing demands and reprioritise when necessary.
• Good problem-solving skills.
• Able to work without supervision to agreed deadlines.
• Able to work on own initiative, organising and prioritising own workloads often to tight deadlines.
• Willingness to adapt to change, and to develop services and systems to meet changing demands.
• Proven ability to respond to the unexpected and ability to make judgements around when to make decisions independently or when it may be appropriate to escalate.
• Able to undertake a diverse range of tasks at the same time.
• Well-developed interpersonal and oral/written communication skills.
• Able to maintain effective working relationships at all levels and with staff in other locations.
• Able to deal with challenging conversations in a tactful yet assertive manner.
• Professional, calm and efficient manner.

Works well with others, is positive and helpful, listens, involves, respects and learns from the contribution of others.

Essential

Desirable

Benefits

• NHS Pension
• Modern office
• Hybrid working
• Free tea/coffee etc.
• Cycle to work scheme
• Life Assurance scheme
• EAP