ECHO Lead Coordinator

2 weeks ago

Brighton East Sussex, United Kingdom Sussexcommunity Full time

The ECHO Lead Coordinator acts as a key point of contact for patients, carers, clinicians, colleagues and external stakeholders. ECHO ensures that they receive a compassionate, courteous and supportive response to a range of queries and requests for information.

The post involves overseeing and participation in the handling of all calls to and from the ECHO service, and to access or signpost to the appropriate community services wherever possible or escalate to a Senior Clinical Assessor. Excellent communication skills are essential to ensure a thorough assessment has been made, ensuring that clear and accurate documentation is recorded which reflects the information provided during the referral process.

Wherever possible, the post holder will aim to prevent unnecessary hospital admission or where this is not possible, to facilitate admission to hospice or hospital. In addition to supporting call answer, the key focus of the Lead Coordinator is to ensure that coordinator staff have the tools, support, and confidence to manage calls safely, effectively and with the requisite skills to ensure a positive outcome.

In addition to the above, the post holder will be required to support the ECHO Team Lead in delivering positive change within the service, provide business support, project management support and specialist administrative services to the Team Lead and team.

Main duties of the job
  • To be responsible for the day-to-day support of the Healthcare Assistant & Coordinator staff, seeking guidance from senior staff when required.
  • To assist and support the Team Leads to ensure that the team is adequately staffed on a day-to-day basis to ensure the Service Rostering system is completed and finalised in line with Trust policy.
  • To provide business support and specialist administrative services to the Team Lead, ECHO and Night Support Service.
  • Be able to respond to conflict situations whilst remaining calm and professional to ensure that a satisfactory outcome is achieved.
About us

We are the main provider of NHS community services across East and West Sussex. Our 6,000 staff serve a population of 1.3 million providing essential medical, nursing, and therapeutic care to adults and children.

Our Trust vision is to provide excellent care at the heart of the community, helping people plan, manage, adapt to changes in their health, supporting avoidable hospital admissions and reducing hospital stay times.

We have opportunities for everyone across our wide variety of services including medical, clinical, support and corporate services.

Why work for us?

  • Positive 2022 NHS Staff Survey results, scoring highly in compassionate culture & leadership, and staff wellbeing support
  • Variety of working environments across the community, in patients' homes, within our community hospitals and bases across the county
  • Supportive flexible working patterns such as: part time, flexi time, annualised hours, and flexi retirement options
  • Excellent training and development opportunities
  • Research opportunities
  • Cost-effective workplace nurseries in Crawley, Hove and Brighton
  • Thriving BAME, Disability and Wellbeing, LGBT+ and Religion and Belief staff networks
  • Level 3 accredited Disability Confident Leader, committed to creating inclusive workplaces
  • Veteran Aware Trust, achieving accreditation from Veterans Covenant Healthcare Alliance (VCHA)
  • Located in stunning Sussex, with easy access to the South Downs and the coast
  • Access to a wide range of benefits and discounts for NHS staff
Job responsibilities
  • To proactively seek resolutions to any issues observed or that arise and to take a forward-thinking, positive approach to the motivating the team, ensuring all aspects of clinical care are delivered in line with service needs and to lead by example.
  • To set up and maintain databases, as required, to record activity and assist in collating data for audit and reporting purposes.
  • To provide assistance to the team including covering the work of members of the team as required, this includes answering and processing calls, management of electronic referrals & any other tasks required.
  • To provide a reception role when interviews are taking place and may be required to assist in the interview process, for roles appropriate to the level of the post-holder.
Person Specification Qualifications and/or professional registration
  • NVQ Level 3 or 4 in Business and Administration Management or equivalent experience
  • Prepared to work towards further NHS Qualifications
  • IT-EDCL and / or significant experience / IT skills and knowledge
Experience
  • Understanding of multi-disciplinary working in the care of adults
  • Evidence of well-developed decision-making skills
  • Contributing to the development of administrative or office procedures
  • Working in an office environment where a large and diverse range of callers and visitors are received
Skills and knowledge
  • Advanced skills in using Microsoft Office software to create attractive and well laid out documents and presentations. Able to use Microsoft Outlook
  • Able to prioritise enquiries and respond effectively
  • Demonstrates a calm and constructive approach to dealing with unpredictable situations
  • Knowledge of SystmOne
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.

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