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Care Coordinator for Additional and Enhanced Access

3 months ago

City of Westminster, Greater London, United Kingdom Healthcare Central London Full time

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:

  • Additional Access operates Monday
  • Friday across 5 locations: Lisson Grove Health Centre, Marylebone Health Centre, Paddington Green Health Centre, St Johns Wood Medical Practice and South Westminster Health Centre.
  • Enhanced Access operates Monday
  • Saturday from Connaught Square and South Westminster Health Centre.
  • HCL 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 checkins, 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 HCL organisation
  • To develop and maintain a knowledge of service pathways and criteria
  • To maintain and develop effective communication across HCL 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 Access Hub, HCL and the GP Federation
  • Take part in HCL events and activities where applicable

PERSON SPECIFICATION

Skills and Knowledge

  • 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 facetoface 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.

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

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:

Criteria

  • Experience either working within a facetoface