Same Day Health

3 months ago

Whitehaven, United Kingdom Copeland Primary Care Network Full time

Copeland Primary Care Network

Same Day Health & PCN Coordinator

**Post Title**: Primary Care Network (PCN) Same Day Health & PCN Coordinator

**Hours**:20hrs per week, Monday - Friday 4pm-8pm

**Salary**:Up to £21,500 PA (Pro Rata)

**Line Manager**: PCN Service Lead

**Base**:Same Day Health Centre, West Cumberland Hospital

**Job Summary**

The post holder will provide an effective and efficient administrative and reception service to the patients accessing the Same Day Health Centre and the clinical team based there.

The post holder will be expected to work flexibly and contribute to the smooth functioning of the systems underpinning the service to service users. The hours of work are designed to provide the required administrative support to the Same Day Health Centre and PCN wide services; therefore you will be expected to work in line with the same day health centre hours of 2pm - 8pm Monday to Friday.

The post holder will be required to work in a busy and demanding environment and should be able to work without direct supervision and to exercise initiative. The ability to multi-task is also essential.

The role will include coordinating appointments via EMIS (clinical database), liaison with various primary care staff, practices and patients, and coordinating visits for the home visiting paramedic service.

You will be required to be flexible and able to provide cover for other staff which may involve working at different locations within the locality.

**KEY RESPONSIBILITIES**
- Receive, assist and direct patients in accessing the service or healthcare professionals in a courteous, efficient and effective way.
- Provide general assistance to the SDHC team and project a positive and friendly image to patients and other visitors, either in person or via the telephone
- To answer telephone calls and triage visits for the paramedic home visiting team and wider PCN services.
- Coordinate visits from 4pm for the home visiting team.
- Assist with PCN staff lone working policy and procedures.
- To take and promptly pass on accurate notes and information, exercising independent judgement and discretion when handling, monitoring and filtering calls and queries within data protection, customer care and confidentiality guidelines.
- To ensure that anxious and distressed patients and carers are dealt with appropriately
- To manage the diary and appointments system, clinics lists and inform clinicians of their appointment arrivals.
- To book interpreters and translators for clients appointments and monitor confirmation of bookings and action as appropriate.
- To undertake general office duties including: photocopying, collating and binding of documents, etc. as required.
- As a service/team member to work flexibly in order that essential priority tasks are covered and dealt with.
- To have excellent verbal, written and communication skills
- To have the ability to remain calm and sensitive in difficult and stressful situations
- Facilitate the maintenance of the IT system and ensure all IT equipment is functioning effectively by liaising with the responsible provider
- To be a point of contact for the SDHC, to facilitate good communication between all members of the team, practices and operational partners
- Adhere to all policies and procedures including complaints, Health and Safety and confidentiality
- Gather data for quality assurance and monitoring purposes and assist the audit process
- Ensure adequate supplies are in place for the day to day working of the Centre
- Use clinical software to manage information and collate activity data
- Deliver a safe and high quality service at high levels of patient satisfaction
- Adhere to all relevant local policies/guidelines, confidentiality, data protection, health and safety, etc.
- Undertake mandatory training and be responsible for keeping this training up to date
- Ensuring new staff are supported to deliver their clinical sessions e.g. inducting them into systems and processes and providing general IT support.

**COMMUNICATION**
- Establish positive working relationships and effective communication with the Copeland GP Practices, Nurse Practitioner Unit, Ambulatory Care, CHOC, A&E department and community teams
- Utilise and demonstrate sensitive communication styles to ensure patients are fully informed
- Communicate effectively to overcome communication barriers with patients and the general public displaying emotional crisis, vulnerability, verbal/ physical aggression, learning difficulties, recognising the need for alternative methods of communication.
- Ability to cope with frequently challenging, diverse and stressful situations.

**ADMIN & PROFESSIONAL**
- Report any adverse incidents
- Participate in data collection data for audit purposes and be responsible for monitoring progress against key performance targets
- Effectively manage own time, workload and resources
- Value and respect colleagues, other members of staff and patients and show commit

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