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Care Coordinator

1 month ago

Stretford, United Kingdom Washway Road Medical Centre Full time

Job summary An exciting opportunity has arisen for a new role in practice to help support patients find the right care needed, first time for their presenting health issue.
The Care Coordinator works within the busy front of house reception team supporting the practice total triage appointment process.
You will be responsible for reviewing requests for appointments and heling to meet patients needs which may not always be by facilitating a GP appointment.
It may be referring to alternate clinicians, such as the first contact physiotherapist or practice based pharmacist, or signposting to many of the excellent community services such as pharmacy first or the urgent eye care service.Some of the time we are unable to offer exactly what a patient wants, exactly when they want it but it is the way in which you communicate what we can offer which will make you a good patient care coordinator.
Main duties of the job Review patient requests and guide patients to access the mostappropriate service or healthcare professional in a polite, courteous,efficient, and effective way.Review requests for appointments and ask for more informationwhen necessary to support triage.
This may be obtaining more information aboutthe issue and outcome and the patients availability.
Patients are more likelyto see the right person first time and enables patients to understand theiroptions and increases patient choice via a two-way conversation with a carenavigator.Review requests and arrange same day appointments wherenecessaryReview patient requests and book appointments for patients withspecific access, communication or availability needsReview requests and understand which requests are non-nhs andadvise patients their request would be subject to a fee prior to allocating toa clinician.Have a good understanding of the patient re-call process,e-referral system and docman to help support patients if their request isrelated to hospital referral or if the need to contact their hospitalconsultant for results of hospital investigations.There may be, on occasion, a requirement tocarry out other tasks such as support the reception team which will bedependent on factors such as workload and staffing levels.
About us Washway Road Medical Centre is a large and very busy but warm and caring medical practice.
Our ethos is "to treat others how we ourselves would wish to be treated and to educate others to sustain good quality care".We are a training practice and thus foster a supportive environment where no question is a silly question.
Job description Job responsibilities The following are the core responsibilities of thecare coordinator.
There may be, on occasion, a requirement to carry out othertasks; this will be dependent on factors such as workload and staffing levels.a.Personalisedcare navigation of patients contacting the practice to better meet their accessneeds.b.Processand effectively signpost patients to the appropriate healthcare professional,depending on the presenting condition.
This may mean contacting patients whohave requested an appointment to advise of the most appropriate service fortheir complaint.c.Reviewrequests for appointments and contact patients to request more information ifrequired to support triage of appointment requests.d.Processpatient requests for appointments and book appointments ensuring the patientremains informed.
Booking appointments and keeping the patient informed.e.Manageday to day allocation changes owing to absence or changes where applicable.This is currently via askmyGP and the care coordinator would update dailyallocations due to home visits or changes in the rota on the day.f.Resolvingany issues in relation to workstreams and ensuring both patient and practiceare kept informed of progress.g.Coordinatinglong-term condition annual reviews in conjunction with the medicines managementteam, for more vulnerable groups, ensuring a personalised care approach.h.Raiseawareness of health promotion and NHS health checks in practice and supportnational screening programmes.i.Bringingtogether patients identified care and support needs, including any reasonableadjustments and exploring their options to combine these into a singlepersonalised care and support plan (PCSP), in line with PCSP best practice.k.Ensuringthat people have good quality information to help them make choices about theircare.l.Assistingpeople to access self-management education courses, peer support, interventions& services, including NHS digital platforms, eg NHS App, that support theirhealth and well-being.m.Supportingresidents in care homes/LD homes ensuring personalized care is deliveredthrough collaborative working between health, social care, voluntary, communityand care home partners.n.Havea good understanding of the electronic referral system and support the practiceand the patient with referral queries.
Liaising with colleagues regardingpatient referrals and any follow up needed.
Keeping patients informed ofprogress and answering their queries.o.Timelyinput of data into the patients healthcare records as necessary.p.Directrequests for information, , SAR, insurance/solicitors letters and DVLAforms, to the administrative team.
Advise patients if a request is a privateservice and ensure patient is aware before forwarding to a GP for review.q.Manageall queries as necessary in an efficient manner.s.Monitorand maintain the reception area and noticeboards.t.
Contribute to public health campaigns (, fluclinics) through advice or direct care.u.
Support reception team with incoming telephone queries, processing repeat prescriptions and covering the front desk during staff absences.
Person Specification Qualifications Essential Educated to GCSE level or equivalent Desirable Active signposting or care navigation or care coordination training qualification Customer service qualification (NVQ) or equivalent Personal qualities Essential Ability to work as a team member and autonomously Good interpersonal skills Flexible and cooperative Motivated Problem-solver with the ability to process information accurately and effectively Punctual and committed to supporting the team Experience Essential Strong IT skills Clear, polite telephone manner Ability to work under pressure/in stressful situations Desirable Previous experience in a GP surgery Experience using EMIS clinical software Experience using AskMyGP (or other triage tool)