Service Coordinator

2 months ago

Waltham Forest, United Kingdom Waltham Forest GP Federated Network Full time

**Waltham Forest Primary Care Networks**

**Job Description
- Service Coordinator**

**Job title: Service Coordinator (NHS AFC - Band 5 equivalent)**

**Accountable to**:Director of Finance & Operations/ Clinical Director

**Report to**:Senior Management

**Location/Site**:Waltham Forest GP Federation HQ

**Hours **Full-Time - 37.5 hours

**Job Purpose**:
The Service Coordinator plays a vital role in ensuring the day-to-day running of FedNet services. Utilising in-depth service knowledge, they are aware of and anticipate legislative and operating developments, with a view to translating these into tangible business deliverables. They are responsible for ensuring that effective methods are put into place for their service to operate efficiently, delivering a high quality service to all patients. The Service Coordinator is expected to harness a working environment which encourages teamwork, energy and creativity. To achieve this, they have strong leadership and excellent problem-solving skills along with good communication.

The Service Coordinator will possess the necessary leadership and management skills to guide and develop the service plan to meet current and future business needs.

**Core Duties**:
The Service Coordinator will:

- Provide quality leadership and support to the other key members of the Management Team.
- Develop and maintain sound, positive and effective relationships with all key stakeholders who may come in contact with our services, briefing, directing staff and promoting clear understanding in real time of any operational messages around performance.
- Ensure key performance indicators are met for their services, proactively anticipating and highlighting any operating issues and deploying appropriate and timely strategies to resolve them.
- Fully engage with the budgetary setting process and will be responsible for the financial performance of their service(s), working alongside Senior Management and the Head of Finance to deliver viable and sustainable services.
- Deliver regulatory compliance and produce audit and service reports and recommendations.
- Attend meetings when required to present and share any operational highlights.
- Provide verbal and written updates on performance to Senior Management as required.
- Work collaboratively with other service coordinators.
- Ensure complaints, incidents, compliments and feedback are dealt with and/or delegated appropriately.
- Manage real-time, caller comments, compliments, complaints, and professional feedback in line with NHS national policy.
- Act as a communications interface for external stakeholders ensuring every contact is handled promptly and professionally.
- Ensure compliance with local policies and maintain accurate records.
- Work closely with the Rota Administrator to ensure full staffing levels at all times.
- To have a working knowledge of the Data Protection Act and its requirements, in respect to confidentiality for both patients and staff and ensuring any computerised information system is maintained as requested.
- Ensure good working relationships with all staff within the services, the organisation and all outside agencies.
- Undertake additional duties where appropriate as requested by Senior Management.
- To plan and coordinate your workload to ensure all deadlines are met and objectives achieved.
- To maintain good standards of professionalism.
- To undertake ongoing personal development through participation in appraisal and supervision.
- To attend and participate in relevant training identified through supervision and appraisal.
- Some elements of working across various sites.
- Participate in the on-call rota.
- Be flexible to short notice changes in working hours.

**Clinical Governance**
- Review and respond to all Incident Reports and raise any clinical concerns with the Senior Management.
- Ensure mandatory training (clinical and systems) for all clinical staff.

**Service Development**
- Provide input into any new service development and subsequent implementation.
- Build relationships with local health professionals, organisations and any other relevant stakeholders.
- To have a proactive awareness of current trends and developments within the NHS and the wider healthcare community.

**Performance Management**
- Positively contribute to the team working across the call centre to achieve organisational objectives.
- Contribute to service improvements and development.
- Support change in the Call Centre including sharing and promoting best practices.
- Support and participate in the management of change and support the implementation of new initiatives.
- Proactively review and manage demand and take remedial actions were required to ensure KPIs are maintained.

**Competencies**
- Acts as a mentor for other staff requiring mentoring throughout their induction process.
- Produce service reports on a monthly basis and in line with submission dates.
- Supports audit process on monthly basis.
- Builds long-l

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