Care Coordinator Administrator

Job description

Job responsibilities

Grangewood Surgery

POST TITLE: Care Coordinator Administrator

HOURS: 31 hours per week (flexible for the right candidate)

CONTRACT: Permanent.

PURPOSE OF THE POST:

Objectives of the role The objective of the care coordinator is to play a key role in proactively identifying and working with people, including the frail/elderly with long-term conditions, to provide coordination and navigation of care and support across health and care services.

The Practice Care coordinator will provide senior support to the practice team in targeting hard to reach groups with a focus on inequalities including Core20 Plus 5 groups and patients.

The Care Coordinator will review peoples identified needs and help to connect them to the services and support they require, whether within the practice or elsewhere for example, community and hospital-based services.

Working closely with social prescribing link workers, health and wellbeing coaches, and other primary care professional team to provide an all-encompassing approach to personalised care and enable people navigate through the health and care system.

Identifying target areas such as long-term conditions, frailty, DES, QOF and IIF targets. Support practices in achieving their recall targets and providing an enhanced outreach service to those hard-to-reach groups

Identifying patients requiring proactive support i.e. hard to reach patients, high risk patients as identified in MDTs/practice meetings.

Main duties of the job

Utilise population health intelligence to proactively identify and work with a cohort of patients to deliver personalised care;

Support patients to utilise decision aids in preparation for a shared decision-making conversation where required by the practice;

Holistically bring together all of a persons identified care and support needs, and explore options to meet these within a single personalised care and support plan (PCSP), in line with PCSP best practice, based on what matters to the person and what is required by the practice;

Help people to manage their needs through answering queries, making and managing appointments, and ensuring that people have good quality written or verbal information to help them make choices about their care, using tools to understand peoples level of knowledge, confidence in skills in managing their own health;

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;

Support the coordination and delivery of MDTs where no SGPA MDT co-ordinator is able to attend.

Scheduling patient treatments or other procedures. Where required Co-ordinating the initial visit and follow-up visits;

Co-ordination of reminder procedures. Diary management in liaison with practice staff. Setting up of specialist appointments, including letters and records, and follow-up on care and outcomes;

Preparation of treatment plan and explanation of treatment plans to patients, and dealing with patient questions;

Following up patient decisions on treatments where these are not initially taken up particularly in the frail and CORE20 populations;

Supporting in the delivery of PCN and practice IIF Targets

Work with the PCN cancer lead to achieve the PCN and practice cancer targets

Provide support and work with those patients identified as part of the PCN health inequalities plan

Participating in the administrative responsibilities of the practice team ie DES, QOF IIF targets;

Supporting the practice admin and reception team with their everyday roles to improve resilience.

Ensuring accurate and legible notes of all consultations and treatments are recorded in patients and accurate completion of all necessary documentation associated with patient health care

Attending and participating in meetings as required ie MDTs, practice meeting (DES, QOF and IIF target meetings)

Providing services for the PCN as required by the practice.

To provide support to research projects that the practice or PCN may take part in.

Other Responsibilities

Health and Safety

To comply with the Health and Safety at Work etc Act 1974

To take responsibility for his/her own health and safety and that of other persons who may be affected by his/her own acts or omissions.

Making effective use of training to update knowledge and skills.

Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards.

Reporting potential risks identified.

Equality and diversity

The post-holder will support the equality, diversity and rights of patients, carers and colleagues by:

Acting in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with practice procedures, policies, and current legislation

Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues

Behaving in a manner which is welcoming

Behaving in a manner that is non-judgmental and respects circumstances, feelings, priorities and rights.

Risk Management and Clinical Governance

To work within the Clinical Governance Framework of the GP Practice, incorporating Risk Management and all other quality initiatives

Confidentiality

To maintain confidentiality of information relating to patients, staff and other users of the services in accordance with the General Data Protection Regulations including outside of work environment. Any breach of confidentiality may render the individual liable of dismissal and/or prosecution.

Key Attributes

The ability to work calmly under pressure

The ability to process and manage conflicting advice and priorities

The ability to adapt your leadership and management style to different situations

Patience

To be able to able to work as part of a team

To be positive and solution focussed

Commitment to professional development

The ability to design a manageable workload

Experience of working in general practice

Excellent communication skills and an ability to engage successfully with a wide range of people at all levels

Experience of championing diversity and inclusion and promoting actions to make improvements to the experience of diverse groups.

A clear and ongoing commitment to improving NHS services for the benefit of patients.

General

To undertake any other duties commensurate with the role, within the bounds of his/her own competence

The post holder is expected to be flexible and accommodating, following consultation, in terms of any changes in the future.

This job description may change as needs are identified and objectives change.

RESPONSIBLE TO: The Practice Manager.

For further details please contact the surgery on 0191 3852898.

Person Specification

Experience

Essential

• Ability to actively listen and empathise with people and provide personalised support in a non-judgemental way
• Ability to provide a culturally sensitive service supporting people from all backgrounds and communities respecting lifestyles and diversity
• Commitment to reducing health inequalities and proactively working to reach people from diverse communities
• Ability to support people in a way that inspires trust and confidence and motivating others to reach their potential
• Ability to communicate effectively both verbally and in writing with people their families carers community groups partner agencies and stakeholders
• Ability to maintain effective working relationships and to promote collaborative practice with all colleagues
• Ability to demonstrate personal accountability emotional resilience and work well under pressure
• Ability to organise plan and prioritise on own initiative - including when under pressure and meeting deadlines
• High level of written and verbal communication skills
• Ability to work flexibly and enthusiastically within a team or on own initiative
• Knowledge of and ability to work to policies and procedures including confidentiality safeguarding lone working information governance and health and safety
• Proficient in MS Office and web-based services
• Experience of working in health social care and other support roles in direct contact with people their families or carers (in a paid or voluntary capacity)
• Experience of working within multi-professional team environments
• Knowledge of the personalised care approach
• Understanding of the wider determinants of health including social, economic and environmental factors and their impact on community's individuals their families and carer

Desirable

• Ability to provide motivational coaching to support peoples behaviour change
• NVQ Level 3 in adult care - advanced level or equivalent qualifications or working towards
• Experience or training in personalised care and support planning
• Experience of working with elderly or vulnerable people complying with best practice and relevant legislation
• Knowledge of Safeguarding Children and Vulnerable Adults policies and processes
• Access to own transport
• Ability to travel across the PCN on a regular basis
• EMIS software
• Experience of data collection and using tools to measure the impact of services including EMIS searches

Qualifications

Desirable

• NVQ Level 3 in adult care - advanced level or equivalent qualifications or working towards

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

Grangewood Surgery

Address

Chester Road

Shiney Row

Houghton le Spring

Tyne & Wear

DH4 4RB

Employer's website

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