Care Co-ordination Service Assistant

**FCMS (NW) Ltd JOB DESCRIPTION**

**Post**:Care Co-ordination Service Assistant**

**Pay**: £10.42 per hour - weekend and overnight enhancements apply

**Hours**:Part-time 16hrs per week. Permanent contract available. This is a 24/7 service, so flexibility within these hours will be required, to deliver service needs

**Requirements**: Administration, Typing and Telephone skills

**Desirable**: A knowledge of Urgent Care services

**Reports to**: Service Delivery Co-ordinators

**Accountable to**: System Deflections Lead

**Base**: Desk based role at Whitegate Drive, Blackpool, but may be required to visit and potentially work from any of the sites we deliver from.

Our behaviours should be in line with our values which form part of our Company DNA:

- **Fun: People rarely succeed unless they are having fun. Happiness is healthy**:

- **Awesome: We aren’t here to be average, we’re here to be awesome**:

- **Humble: We’re here to make a difference to the lives of others, NOT to see how important we can become**:

- **Brave: We challenge the norm. We have the courage to get the difficult jobs done**:

- **Oomph: We have natural oomph It’s infectious**:

- **Go-getting: We are intuitive to changing needs and respond quickly which we do with energy, ideas, and positivity**

Our key expectations are:

- Self-awareness - Living authentically
- Adaptability
- Being ready to adjust depending on the situation
- Openness - What you see is what you get
- Positivity with a real sense of being able to strive for the impossible
- Generosity of spirit
- Everyday should be an opportunity to act with kindness
- Ability to have fun - Taking the role seriously, whilst being yourself

**Overview of Role**:

- To provide administration support to the Care Co-ordination Service.
- To provide a fast, accurate and effective patient telephony service.
- To provide administrative support to clinical staff
- To undertake an intensive internally based training programme
- To be able to use the relevant software in a safe, effective, and efficient manner and to undertake any other recognised training for development
- To take, record and process information received, accurately and concisely, using nationally recognised software. Relevant information will need to be identified and logged as data on to a computer.
- To use the telephone and remain empathetic, whilst gaining important information.
- Accurate data input of special patient information such as end of life care and long-term health conditions
- To work effectively under pressure in a calm and confident manner, whilst remaining sensitive to the caller and patient’s needs.
- To undertake all relevant training consistent with the requirements of the post.
- Accessing personal and confidential data
- Always ensuring full patient confidentiality, adhering to Information Governance Policies
- To undertake any clerical work, administrative, data inputting and any other duties relevant to FCMS (NW) Ltd activities, always following strict protocols and procedures.
- To work with external organisations effectively including Trinity Hospice, North-West Ambulance Service, Blackpool Teaching Hospitals, GP Practices, and Blackpool, Fylde, and Wyre Neighbourhoods.
- To provide clear and concise information to all patients and external agencies
- To support, when necessary, the wider team, in fulfilling the duties of the System Deflections team
- The post holder is expected to always carry out their duties in a highly courteous, sympathetic, and helpful manner
- To attend any meetings as and when required
- To assist the management team when required
- To be flexible and work a variety of daytime, evening, weekend, overnight and bank holidays hours on rotation and, when required, to cover for holiday and sickness
- To always adhere to FCMS Policies and Procedures

**Physical Effort**
- Staff often remain seated, at one desk, for most of the working day

**Mental Effort**
- Work pattern can be interrupted by the telephone or staff enquiries
- Workload regularly re-assessed and prioritised to meet required deadlines
- The working day can be varied, and, within minutes, this can include dealing with people who have
- complex physical health needs, people who have called 999 because they believe they require an ambulance, a general enquiry regarding services, or a patient who cannot utilise mainstream primary healthcare due to historic behaviours. Other days may be quite monotonous and involve processing Care Co-ordination Notes, to ensure vulnerable patients are able to receive the best healthcare to meet their needs

**Emotional Effort**
- Requirement for tact and diplomacy when dealing with queries from patients, relatives, staff and medical representatives
- Supporting vulnerable patients and callers
- Managing situations that can often be emotional, given the patient’s’ health status
- Managing stressful situations i.e., workload and time pressures
- Dealing with confli