Care Co-ordinator

Job Introduction

Join Our Team as a Care Co-ordinator

Are you an organised and compassionate care coordinator? If so, we would love to hear from you

As a Care Coordinator, you will provide an excellent customer experience for patients, carers and professionals contacting the Care Coordination Hub (CCH). As the first point of contact for all West Lancashire Community and Urgent Care Services, the care coordinator will provide relevant information, signposting, and administrative functions to ensure any enquiries are answered or directed to the relevant service.

The CCH is operational 8am – 8pm, 7 days a week including bank holidays. You will be required to work a range of shifts that include evenings and weekend.

We may need to close the job advert early if we receive a high number of applications.

Main Responsibilities:

• To provide initial screening to all referrals into the CCH from GPs and other partner organisations, service users, carers and relatives. Dealing with referrals by phone, or email and directing these referrals to the relevant professionals and dealing with any incorrect referrals at source.
• To follow processes for call management and referral management.
• To show excellent customer service skills when answering telephone calls that are received into the CCH.
• To be able to follow guidelines/protocols and work with clinical colleagues to ensure patients are directed to the correct services in a timely fashion.
• To prioritise the level of need of referrals and highlight any urgent referrals to the suitable available health professionals as per guidelines.
• To prepare referral documentation and input details or forms in patient digital clinical records.
• Carry out call backs to referrers where necessary to ensure appropriate information is obtained to ensure a high quality referral.
• To record all referrals accurately for Service Users and Carers on various client information systems, following the agreed procedure. To ensure that these referrals are allocated to the appropriate team, and to ensure these records are confidential, but readily available to clinicians.

Please see the job description attached for a full list of responsibilities.

Essential:

• Good all round basic education to at least GCSE level or equivalent, including maths and English

Work Experience:

• Experience within a customer service role

Communication:

• Ability to work as part of a team
• Excellent interpersonal and communication skills, both verbal and written
• Polite and helpful customer service skills
• Good telephone manner
• Caring and understanding

Skills:

• Flexible approach to work
• Reliable
• Shows honesty, integrity, discretion
• Advanced keyboard skills
• High levels of computer literacy
  • Common sense and initiative
• Ability to manage time and prioritise workload
• Good organisational skills

Desirable:

Work Experience - Previous experience in public / customer facing service / healthcare Other requirements: A DBS will be carried out as part of this role

Package Description

As a Care Co-ordinator, you'll be part of our valued team at HCRG Care Group.

You will feel valued as a Care Co-ordinator within HCRG Care Group, receiving access to exclusive rewards and benefits including:

• ££23,875 with group pension
• Private medical insurance with fast access to the most used specialists including for musculoskeletal problems and for mental health support – at locations across the country
• Free tea, coffee and milk at your base location in Runcorn
• Membership of My Reward Hub, giving you access to discounts on every day purchases like grocery shopping as well as cashback and voucher offers for treats for you and those special to you
• Access to your wages as you earn them to help cover life's emergencies and avoid overdraft fees or high interest rates
• Online and face to face help with your mental and physical wellbeing – from healthy recipes and activity challenges through to post trauma support, legal, debt and life management help, as well career coaching and counselling
• Access to eLearning, bespoke career pathways and opportunities for continuing professional development through our 'Outstanding' learning and development team, The Learning Enterprise
• An open, just culture where you're encouraged to have and implement ideas which can help us deliver our purpose: changing lives through transforming health and care – backed up by at least £100,000 of ringfenced innovation funding each year
• The pride of working for an organisation committed to the highest clinical and quality standards: with the majority of our rated services holding "good" or "outstanding" ratings from the Care Quality Commission

About the Company

We change lives by transforming health and care.

Established in 2006, we are one of the UK's leading independent providers of community health and care services, working with health and care commissioners and communities to transform services with a focus on experience, efficiency, and improved outcomes. We deliver and transform adult and children community health services, primary care services including urgent care, sexual health, dermatology and MSK services as well as adult social care and wellbeing services. Across England, we support communities of many millions and directly help more than half a million people each year - guided by our simple values: we care, we think, we do.

We're committed to equal opportunities and welcome applications from a broad, diverse range of people who want to join our team. We're a Disability Confident Committed company, so we work to provide facilities, work environment adjustments and technical solutions to be as inclusive of everyone.

While it doesn't happen often, sometimes a role is very popular, and we'll need to close it earlier than the date we've shown here. If you're keen to join our team, we'd love to hear from you so please apply as soon as you can.

As you'd expect, safeguarding and protecting the children, young people and vulnerable adults that we work with is of the utmost importance so we have policies and procedures in place to promote safeguarding and safer working practices and everyone who joins the team is subject to a safer recruitment process, including the disclosure of criminal records and vetting checks.

Finally, we need to let you know that the company you'll work for is part of HCRG Care Group Holdings Limited and by applying for this job we'll need to process and hold information about you. If you would like to know a little more about how we use your information, please see our website's privacy policy.