Bank Customer Care Coordinator

2 weeks ago

Newcastle upon Tyne, United Kingdom Northumbria Healthcare - NHCT Northumbria Healthcare NHS Foundation Trust Full time

We require reliable, enthusiastic and motivated Bank Care Co-ordinators to join our bank. In return you will can offer you:
Flexible hours; choose when and where you want to work

Competitive pay rates; including enhanced pay for unsociable hours

Paid annual leave

NHS pension scheme

A fast-track recruitment process if you move to a substantive role

Opportunities to work in different wards and departments, including community, dental and specialist services

Access to Services, such as those provided by our Staff Wellbeing Team

Ability to book your shifts from home using our online portal

Option to block-book shifts in a set period

SMS notifications of shift availability

Access to staff newsletters and bulletins

Eligible for various local and national discounts which are available to NHS staff

Free uniform, where applicable

The post-holder will assist in the implementation of patient care both direct and non-direct by answering telephone calls and navigating patients as appropriate, analysing information typically in the form of discharge summaries and correspondence from clinicians/departments both within and outside of our organisation to ensure the data is coded and filed correctly.
The post-holder will answer telephone calls & respond to all enquires directing the public as appropriate.
They will provide general admin and secretarial support to the practices, including processing patient referrals and dealing with general enquires from patients and clinicians.
To provide clinical coding of all patient records ensuring all medical history is coded accurately and entered onto the clinical system some of which is sensitive.

The role is to provide high standards of care to patients accessing our services. You will need to embrace our trust values, demonstrate excellent communication skills, and have a flexible approach to your work.

We manage three major locality hospitals at North Tyneside, Wansbeck and Hexham, plus a number of smaller community hospitals and clinics from Tynemouth to Berwick on Tweed, in addition to our state-of-the-art Northumbria Specialist Emergency Care Hospital, the first of its kind in England. We also care for people in their homes and provide services from facilities in local communities such as health centres. We give people greater choice and control over their care to help them to live independently at home and avoid hospital admission where appropriate. High quality patient care is at the heart of everything we do and we strive to ensure every single patient and service user has an exceptional experience with us. We have one of the most extensive patient experience programmes of any trust in England.

Customer care coordinators play an important role within a Primary Care Network (PCN) to proactively identify and work with people, including the frail/elderly and those with long-term conditions, to provide coordination and navigation of care and support across health and care services.

They work closely with GPs and practice teams to manage a cohort of patients, acting as a central point of contact to ensure appropriate support is made available to them and their carers; supporting them to understand and manage their condition and ensuring their changing needs are addressed.

Customer care coordinators review patients’ needs and help them access the services and support they require to understand and manage their own health and wellbeing, referring to social prescribing link workers, health and wellbeing coaches, and other professionals where appropriate.

They could potentially provide time, capacity and expertise to support people in preparing for or following-up clinical conversations they have with primary care professionals to enable them to be actively involved in managing their care and supported to make choices that are right for them.

They work to allocate clinical codes and maintain confidentiality of all coded and other patient information at all times.

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