Patient Care Coordinator

Job description

Job responsibilities

Deliver reception services including call handling and appropriately triage and signpost patients to the most appropriate clinician and appointment.

Holistically deliver the care navigator role to incorporate new ways of working with and supporting patients. This will be guided by the NHS Comprehensive Personalised Care Model (https://youtu.be/RXOd-7rn6so?si=vUnL2y0TiLPDxaiW).

Contact hospitals to follow up referrals, liaise with hospitals for updates on patients or advice.

Participate in MDT meetings and patient group consultations where required.

Support patients to utilise decision aids in preparation for a shared decision-making conversation.

Help people to manage their needs through answering queries, making and managing appointments, and ensuring that people have good quality written or verbal information.

Help people make choices about their care, using tools to understand peoples level of knowledge, confidence in skills in managing their own health.

Support and coordinate COVID, flu and immunisation clinics.

Dealing with patient transfers in and out of the practice, patient registrations, and paper notes.

Assist people to access self-management education courses, peer support or interventions that support them in their health and wellbeing and increase their activation level.

Provide coordination and navigation for people and their carers across health and care services, working closely with social prescribing link workers, health and wellbeing coaches and other primary care professionals.

Work with the GPs and other primary care professionals to identify and manage a caseload of patients and, where required and as appropriate, refer people back to other health professionals.

Raise awareness of how to identify patients who may benefit from shared decision making and support PCN staff and patients to be more prepared to have shared decision-making conversations.

Acting as a non-clinical champion coordinating referral practices safety netting, and screening activity in conjunction with the practice cancer lead.

Undertake all mandatory training and induction programmes.

Contribute to and embrace the spectrum of governance.

Take part in the ongoing development of the role through participation in training and service redesign activities.

Attend a formal appraisal with their manager at least every 12 months. Once a performance/training objective has been set, progress will be reviewed on a regular basis so that new objectives can be agreed.

Contribute to public health campaigns (e.g., COVID-19 or flu clinics) through advice or direct care.

Maintain a clean, tidy, effective working area at all times.

Support delivery of QOF and IIF, incentive schemes, QIPP and other quality or cost effectiveness initiatives.

To carry out any other reasonable duties as requested by a manager to ensure a quality and efficient service.

Person Specification

Qualifications

Essential

• GCSE grade A to C / 9 to 4 in English and Maths
• Outlook/Office/Microsoft

Desirable

• NVQ Level 2/3

Experience

Essential

• Excellent communication skills (written and oral)
• A clear understanding of child protection policy and procedures and commitment to the safeguarding of children and vulnerable adults
• Clear, polite telephone manner
• Effective time management (planning and organising)
• Ability to listen, empathise with people and provide person centred support in a non-judgemental way
• Courteous, respectful and helpful at all times
• Able to get along with people from all backgrounds and communities, respecting lifestyles and diversity
• Commitment to reducing health inequalities and proactively working to reach people from all communities
• Able to support people in a way that inspires trust and confidence, motivating others to reach their potential
• Ability to use own initiative, discretion and sensitivity
• Ability to work as a team member and autonomously
• Good interpersonal skills
• Problem solving and analytical skills
• Ability to follow policy and procedure
• Desirable criteria
• Good IT skills
• Good knowledge of MS Office and Outlook

Desirable

• EMIS user skills
• Experience of working in a primary care setting

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details

Employer name

The Fishponds Family Practice

Address

Beechwood Road

Bristol

BS16 3TD

Employer's website

https://www.thefishpondsfamilypractice.nhs.uk/ (Opens in a new tab)