Acute Visiting Service Coordinator

Job Summary

East Lancashire Medical Services Ltd is seeking an experienced administrator to provide administrative support to its Acute Visiting Service. This is a part-time post based on 30 hours per week.

Normal working hours are 9am-3pm, however the successful applicant must be available to work up to full time to cover for sickness and annual leave and the occasional late shift 1pm-6pm.

The post holder will work as part of a team and be flexible enough to work across all sites and be responsible for receiving calls and to carry out the AVS operational controller/co-ordinator duties for patients that require medical assistance referred from General Practice.

Main Duties and Responsibilities

• Receive and process Acute Visiting Service referrals using the EMIS Web Operating System
• Manage incoming referrals and dispatch to visiting crews using EMIS and Webfleet systems
• Liaise with GP Practices regarding duplicate/cancelled referrals and missing or incomplete information required to process referrals
• Liaise with visiting teams to ensure effective and efficient use of resources to cover geographical location of visits ensuring capacity is maximised to facilitate referral demand
• Support and assist colleagues and clinicians with administrative duties
• Act as a first point of contact in the absence of a Supervisor and mitigate against unplanned events and provide solutions for sickness
• Ensure that patients are kept informed of waiting times or delays for their scheduled visits
• Make the Clinician/Navigators aware of cancelled visit appointments and assist in the completion of these cases as per Operational Policies and Procedures
• To deliver a high quality co-ordination service to patients and healthcare professionals
• Accurately record on a clinical system all relevant data for each contact and direct appropriately
• Where demographics are incomplete, all necessary checks NHS Spine to ensure most up-to-date records are available
• Undertake the booking of appointments/visits across a number of services in line with agreed timescales
• Provide a first class reception service, ensuring a professional meet and greet, efficient registration and onward referral to the relevant area/service
• Liaise with the Supervisor and clinical shift lead regarding any operational issues affecting the flow of patients and ensure excessive waiting times do not occur
• Follow the failed encounter procedure for all patients that DNA for a face-to-face assessment
• Facilitate the transfer of electronic data both externally and internally ensuring that IG rules are followed at all times
• Responsible for undertaking administration duties within the service
• Perform any tasks as requested that are within the boundaries of the role
• Ensure that all ELMS policies and procedures form the basis of all decision making
• Support Staff on PLT days when able
• Support the control and management of medicines and supplies
• Complete daily/monthly reports such as INT and Death Reports
• Enter Special Notes onto Adastra
• Deputise for the AVS Supervisor when required

Health and Safety

The post holder will be required to observe local Health and Safety arrangements and take reasonable care of himself/herself and persons that may be affected by his/her work

Communication

Answer the telephone promptly in line with Company procedures and communicate accurately and effectively any information to other Health Professionals to ensure the smooth running of the service

Interact with patients, colleagues and Clinicians in a helpful and professional manner at all times in accordance with Company procedures

Equality and Diversity

The post holder will support the equality, diversity and rights of patients, carers and colleagues, to include:

• Acting in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with ELMS procedures and policies, and current legislation
• Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues
• Behaving in a manner which is welcoming individuals, is non-judgmental and respects their circumstances, feelings, priorities and rights

Training and Development

The Company is committed to the continuous development of its employees and services. Your training needs form an important part of the Company Training Plan and will be discussed with you on induction to the Company and throughout your employment with us

In accordance with the National Quality Requirements that all employees will need to be appraised and this Job Description will be used as a basis for individual performance review between the post holder and their line manager

You will be expected to complete all ELMS Mandatory Training requirements and completed within the specified time frames, failure to do so could lead to suspension of duties/further disciplinary action

Organisational Responsibilities

The organisation aims to maintain the good will and confidence of its own staff, service users and the general public. To assist in achieving the objective it is essential that at all times employees carry out their duties in a courteous and sympathetic manner

The post holder will carry out their duties in accordance with the Equal Opportunities Policy respecting the differing backgrounds of colleagues and patients

Work and adhere to Company operational policies and procedures

ELMS employees are required to ensure that information about patients is safeguarded to maintain confidentiality and is kept securely in accordance with IG requirements

Participate in the Company performance development process

Assist the Company in achieving Department of Health standards for patient contacts with the Service

Report all Accidents/Incidents in line with agreed guidelines

Fully comply with ELMS Complaints Policy ensuring all informal and formal complaints and incidents are documented and the process is explained to patients

Maintain patient confidentiality and dignity at all times

Other Duties

Any other duties, as agreed with the line manager to meet the needs of the organisation. This may involve travel to other sites within the organisation

Uniform

Uniforms are issued to all employees and must be worn at all times whilst on Company Business. They must be kept clean and serviceable

Any other work or outside interests must not conflict with the duties and responsibilities of your attendance for work as an employee of East Lancashire Medical services Ltd

In accordance with legislation on working time, it is a condition of employment that all staff must inform their line manager before taking up any private practice, work for outside agencies or other employers, other work for this Company (including bank work) and/or voluntary work

This is to ensure there is no conflict of interest with your duties

Review of Job Description

This is not intended to be a comprehensive description of the duties of the post

Due to the Company's commitment to continuous improvement it is likely that the post will develop over time

The duties will be subject to regular review and any amendments to this job description will be made in consultation and agreement with the post holder

Smoke Free

The Company operates a Smoke Free Policy

Acceptance of Job Description

I confirm I accept the duties contained in the above job description

Name:............... (PRINT)

Post holder Signature: Date:

Line Manager Signature: ...... Date: