One Call Assistant Coordinator

3 weeks ago

Lancing, United Kingdom Sussex Community NHS Foundation Trust Full time

Job Summary To act as a key point of contact for the OneCall service, ensuring that patients, other members of the public, external stakeholders and colleagues within the Trust receive a courteous and supportive response to a range of queries and requests for information. This will involve the use of excellent verbal and listening skills to ensure accurate referral information is collected. To provide business support, referral and all non-call activity management support and specialist administrative services to the Team Lead, Nurse Assessors & Coordinators. To ensure that the service is supported operationally, and all non-call activities are managed effectively and in a timely manner through the use of appropriate systems, procedures, and processes.

They will need to communicate on a regular basis with the OneCall Team as well as being required to liaise with staff and managers from other Sussex Community NHS Foundation Trust Services, external partners such as Acute services, patients, and carers. The post holder will have to discuss and communicate sensitive, confidential and complex information about patients and staff. The post holder will be able to respond appropriately to challenging behaviour during a telephone call and ensure a positive outcome for any patient involved in these discussions. The post holder will have to actively participate in Team Meetings and other appropriate meetings.

The post holder will develop their own skills ensuring that defined competencies are maintained and provide information to others to help their development. The post holder will make changes in their own practice and offer suggestions for improving services as appropriate. The post holder will maintain defined quality standards in their own work and encourage others to do so. The challenges for this post relate to achieving the key performance indicators for our service and ensuring that high standards of quality, professionalism and care are maintained at all times.

Key Responsibilities The post holder will provide administrative support to the OneCall team. To ensure all referrals are responded to in a safe and timely manner, to enable the patient to receive appropriate care within the community whenever it is safe to do so or to escalate if needs cannot be met within the community. The post holder will receive and respond to all referrals to the OneCall service (written or electronic), establish their appropriateness, assessing for urgency (and if necessary, liaising with the qualified member of staff on duty) and forwarding onto the relevant teams in written and verbal format. This will support the OneCall service to adhere to the Key Performance Indicators for call answering.

The post holder is required to be flexible and always professional when interacting with others. The post holder will be expected to request further information by phone or electronically whilst maintaining confidentiality & high standards of professionalism throughout. The post holder does not have any financial responsibilities for the service. Main Tasks To be responsible for the processing of completed referrals and all non-call activities to ensure all information is passed promptly and accurately to the relevant service.

To check and appropriately manage all incoming invoices. Triaging of patient needs and ensuring the clear and accurate documentation of the assessment. To use local pathways and protocols to process these referrals in a timely manner to the appropriate teams. Be able to respond to conflict situations whilst remaining calm and professional.

To arrange patient transport for hospital admissions or appointments wherever necessary & required. To provide assistance to the booking and allocation of packages of care and night support workers. To respond to all enquires relevant to the role appropriately, effectively and in line with service delivery expectations. To facilitate the request of further information as appropriate, always maintaining complete confidentiality To liaise directly with other directorates within the Trust, other health service providers, statutory and voluntary agencies and service groups ensuring effective communication and co-operation.

To facilitate & support the effective and efficient taking of messages, with empathy & professionalism, ensuring community teams receive information at agreed times. To work with community staff regarding the ordering and monitoring of community equipment services as required and liaising with patients, carers, and professional staff. To set up and maintain databases and rotas to record activity and assist in collating data for audit and reporting purposes. To support the maintenance of an up-to-date service register of all community services including referral criteria and contact details.

To input data as required, including the scanning, and uploading of documents. To take, type and distribute minutes of meetings as required. To effectively monitor and

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