Non-Clinical Care Coordinator

Job description

Job responsibilities

General Duties

• Work collaboratively with all members of the practice team and external organisations to enhance patient care.
• Assist GPs/clinicians with administrative tasks in accordance with defined protocols.

Duties May Include:

• Filtering requests for information/advice from patients, carers, family members, or other healthcare professionals and signposting them to the most appropriate person.
• Carrying out appropriate tasks assigned by GPs/clinicians, especially relating to a patients non-medical or holistic needs. This may include contacting patients or carers via letter, email, text, or phone in a professional and timely manner, documenting interactions, and requesting follow-up actions if necessary.
• Completing care plan templates, including:
• Discharge follow-up
• Initial cancer care calls
• Wellbeing check-ups
• Dementia initial contact reviews
• Bereavement calls
• Managing and responding to associated queries
• Acting as a key point of contact for patients, carers, or family members through the Patient Care Advisors direct telephone line, where appropriate, to ensure the delivery of personalised care. This includes managing follow-up calls and booking them into the PCA clinic on EMIS.
• Supporting local patients in care homes and nursing homes by making weekly calls for GP visit requirements, adding requests to the home visit triage list for urgent needs, and addressing patient or staff queries.
• Actioning tasks assigned by GPs/clinicians, which may include:
• Making phlebotomy referrals
• Signposting to appropriate services
• Referring to voluntary or community services
• Communicating relevant clinical information to healthcare professionals
• Answering and actioning calls via the PCA line, including liaison with services such as:
• District Nursing
• Hospice at Home and St Johns Hospice
• Long-Term Conditions Team
• Social Services
• Changing Futures
• Clinical Care Coordinators
• Discharge to Assess
• Rapid Response Team
• Other relevant health and care services
• Attending practice meetings and participating in relevant training or meetings with external agencies on behalf of GPs when required.

Other Duties and Responsibilities

• Maintaining awareness of building and content security, with due regard to Health and Safety policies. Report any concerns to the designated representative.
• Participating in training courses as recommended by the Practice Manager to ensure skills remain up to date.
• Being available for planned or emergency overtime when required.
• Gaining full familiarity with the practices computer systems to carry out duties effectively.
• Working cooperatively and effectively as part of a busy team to ensure smooth day-to-day operations.
• Carrying out any other reasonable duties requested for the effective running of the practice.

Review of Job Description

This job description is subject to regular review and may be amended to reflect changes within the practice or wider NHS policies and structures.

Person Specification

Qualifications

Essential

• GCSE or equivalent English & Maths Grade C
• Experience of dealing with the public/patients
• Experience of working in a healthcare setting
• Experience of a clinical/patient admin processes
• Experience of clinical system (e.g. EMIS)
• Experience of working in a busy office environment
• Experience of Microsoft Office software
• Awareness and understanding of the NHS Environment, especially in relation to primary care
• A conscientious approach and commitment to working in and adaptable and flexible manner
• The ability to work effectively when busy and multi-task when required
• Good Time management
• Interpreting and co-ordinating information to inform decision making
• Excellent communication skills
• Ability to work with clinicians and managers
• Good general computer skills; including the ability to use
• Microsoft Office.
• E-mail and internet
• Evidence of excellent administration and organisational skills
• The ability to manage conflict calmly and positively, and adhere to procedures under pressure
• An excellent standard of grammar and spelling in the English language
• Possess a professional appearance and manner
• To have drive, enthusiasm and initiative
• Self-motivated
• Ability to work to targets & deadlines
• Flexible approach
• Positive thinker
• Able to work under pressure

Desirable

• Knowledge of prescription management processes
• Car driver / owner#
• # Subject to the provisions of the Equality Act 2010

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

Queen Square Medical Practice

Address

2 Queen Square

Lancaster

Lancashire

LA1 1RP

Employer's website

https://www.queensquare.org/ (Opens in a new tab)