Care Coordinator

Job Title: Care Coordinator

Salary: £31,792 per annum

Hours: 37.5 hours per week

Responsible to: Team Leader

Key Relationships:

30 General Practices: 4 PCNs, WL ICB, Central London Borough Team, Westminster City Council, Bi-Borough (West London), Central and North West London NHS Foundation Trust (CNWL), Central London Community Healthcare NHS Trust (CLCH), One Westminster, Imperial College Health Partners.

BACKGROUND

Healthcare Central London Ltd (HCL) is a federation of 30 General Practices and 4 Primary Care Networks (PCNS) in Westminster caring for more than 275,000 registered patients. We provide Community and Primary Care services to our local residents, in addition to a wide range of staffing, management and administrative support to our member practices. By working closely with our PCNs and other key partners, including the Local Authority and community Organisations, we help people to stay well and live healthier lives for longer.

We operate Federation-led services including Respiratory and Spirometry hubs; Community Cardiology; Community Dermatology; Community Diabetes service; Access E-hub and Enhanced Access and we support PCNs with managing their NWL single offer contract of services and the National Network DES contract, including ARRS roles.

We are proud to have a unique model of community-led care and support to tackle imbalances and inequality in the system called 'The Octopus' and takes us on a journey as part of the Westminster Integrated Neighborhood Team (INT)

We work collaboratively with other partners in the commercial sector including joint ventures; research and consultancy.

Our approach is to deliver exceptional assistance to our 31 General Practice members and to operate our NHS contracts in a manner that supports our Practices and their patients by providing services economically, locally, promptly and in a familiar environment.

Our employees work flexibly according to the needs of our customers, typically onsite at our practices, or hub sites including South Westminster Centre or at our office at Capital House near Edgeware Road tube station.

HCL's company values:

Compassionate - We listen respectfully, offer the opportunity for different viewpoints and are kind to each other.

Accountable - We work with integrity, taking accountability for our work to achieve the highest quality outcomes.

Resilient - We listen and with this feedback, we constantly build and improve.

Pioneering - We champion change, embrace creativity and promote innovation and new ways of working.

Aspirational - We nurture and motivate so our people are enabled to reach their full potential.

JOB ROLE

Care Coordinators play an important role within a PCN to proactively 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.

Care Coordinators will be based within our Single Point of Access (SPA) and the unique opportunity work across our services on a rotational basis. Our SPA covers the e-Hub, Community Dermatology and Enhanced Cardiology Services. We provide a high quality service to all our patients and practices and believe in exceptional patient care.

KEY TASKS AND RESPONSIBILITIES

· To provide referral management and appointment booking for community based services including Dermatology and Cardiology.

· To develop and maintain a knowledge of service pathways and criteria.

· To enable the impact of the service to be assessed and to inform the improvement of other local services by keeping electronic records of all referrals and interventions.

· To enable the impact of the service to be assessed and to inform the improvement of other the services by keeping accurate electronic records

· Reviewing and processing referrals received from GP Practices

· Actively call patients with a view to assisting them through the process and making their onward appointments into community or secondary care service providers.

· Ensure sufficient phone cover is available for all services and also monitor service inboxes during core office hours, responding to any queries professionally providing helpful information

· Booking of appointments for appropriate referrals

· Dealing appropriately with any booking or change request calls (or other correspondence), i.e. alteration of appointment booking or change of demographic details, this will also include supporting patients with booking their secondary care appointments online.

· Maintain records of all activities carried out, i.e. outbound calls, calls received, archiving any received correspondence.

· Provide clinical and non-clinical information in appropriate chronological templates to other services. Regarding both onward referrals to secondary care services to allow patients to make an informed choice regarding their service provider.

· Actively answer telephone calls and deal with queries in a sensitive and timely way liaising with clinical or managerial staff as is appropriate.

· Ensure any messages/voicemails are dealt with appropriately and in a timely way.

· Monitor and action tasks within SystmOne

· Provide support with crosschecks and service reports; distribute any incoming mail or faxes as appropriate.

· Actively call patients to resolve relevant admin requests

· To maintain and develop effective communication across the team

· Proactively engage in development of the eHub

· Other administrative tasks as required

· Any other administrative tasks as required

· Provide administrative support to Healthcare Central London.

· Take part in Healthcare Central London events and activities where applicable, and in consultation with their line manager.

PERSON SPECIFICATION

Skills and Knowledge

· Computer literate, able to use email, the internet and web searches as standard applications and databases

· Excellent communication skills, both verbal and written

· Numerate and literate, able to supply reports as required.

· Has, or can show capacity to develop, a good knowledge of primary care and local services

· Knowledge of personalisation and public health agendas, including the Digital First Primary Care programme

· Multi-tasking utilising IT (SystmOne), email, telephone systems & having excellent attention to detail

Experience

· At least 1 years' experience of working in a customer service orientated environment

· Experience of working in Primary Care

· Excellent SystmOne skills

Personal Attributes:

· This requires someone with a mature outlook, with a willingness to learn and work as part of team as well autonomously

· Participate in any training programme implemented by the organisation as part of this employment

· Solution focused and able to work to service specifications and targets.

· Ability to deal with challenging and vulnerable people and having the emotional resilience to manage difficult and upsetting conversations where necessary.

· Tactful and diplomatic, able to build rapport with people from a wide range of backgrounds.

· Works in a systemised, process driven way, able to handle and manage a high level of volume of tasks and information

Care Coordinators will be contactable by phone and email during the core opening hours of the services. The services will mirror practice opening hours which are 8.00am to 6.30pm and you will be required to work your contracted hours within these times. Where practices are open at weekends, there may also be a requirement to work some of your contracted hours at your contracted rate of pay at the weekend.

The above list of job duties is not exclusive or exhaustive and the post holder will be required to undertake such tasks as may reasonably be expected within the scope and grading of the post.

KEY WORKING RELATIONSHIPS

The post holder will be required to:

· Maintain constructive relationships with a broad range of internal and external stakeholders, including:

· General Practice

· Central London CCG

· Participate in relevant internal and external working groups/projects, services, and initiatives which develop the role and the service within Central London.

• Cycle to work scheme
• Discretionary pay progression and bonus scheme
• Employee Assistance Program (EAP)
• Eye care voucher scheme through partnership with Specsavers
• Free tea/coffee etc.
• Life Assurance scheme
• Modern clinic at South Westminster Centre
• Modern office
• NHS Pension
• Refer & Earn scheme
• We Care Wellbeing through Canada Life including 24/7 GP access for employee and immediate family, Toothfairy Dentist on Demand, myStrength personal wellbeing support and CBT Therapy