Care Coordinator

Washway Road Medical Centre

This job is now closed

Job summary

An exciting opportunity has arisen for a new role in practice to help support patients find the right care needed, first time for their presenting health issue. The Care Coordinator works within the busy front of house reception team supporting the practice total triage appointment process. You will be responsible for reviewing requests for appointments and heling to meet patients needs which may not always be by facilitating a GP appointment. It may be referring to alternate clinicians, such as the first contact physiotherapist or practice based pharmacist, or signposting to many of the excellent community services such as pharmacy first or the urgent eye care service.

Some of the time we are unable to offer exactly what a patient wants, exactly when they want it but it is the way in which you communicate what we can offer which will make you a good patient care coordinator.

Main duties of the job

Review patient requests and guide patients to access the most appropriate service or healthcare professional in a polite, courteous, efficient, and effective way.

Review requests for appointments and ask for more information when necessary to support triage. This may be obtaining more information about the issue and outcome and the patients availability. Patients are more likely to see the right person first time and enables patients to understand their options and increases patient choice via a two-way conversation with a care navigator.

Review requests and arrange same day appointments where necessary

Review patient requests and book appointments for patients with specific access, communication or availability needs

Review requests and understand which requests are non-nhs and advise patients their request would be subject to a fee prior to allocating to a clinician.

Have a good understanding of the patient re-call process, e-referral system and docman to help support patients if their request is related to hospital referral or if the need to contact their hospital consultant for results of hospital investigations.

There may be, on occasion, a requirement to carry out other tasks such as support the reception team which will be dependent on factors such as workload and staffing levels.

About us

Washway Road Medical Centre is a large and very busy but warm and caring medical practice. Our ethos is "to treat others how we ourselves would wish to be treated and to educate others to sustain good quality care".

We are a training practice and thus foster a supportive environment where no question is a silly question.

Date posted

02 December 2024

Pay scheme

Other

Salary

£22,542 to £24,476 a year

Contract

Permanent

Working pattern

Full-time, Compressed hours

Reference number

A3485-24-0003

Job locations

Washway Road Medical Centre

67 Washway Road

Sale

Cheshire

M33 7SS

Job description

Job responsibilities

The following are the core responsibilities of the care coordinator. There may be, on occasion, a requirement to carry out other tasks; this will be dependent on factors such as workload and staffing levels.

a. Personalised care navigation of patients contacting the practice to better meet their access needs.

b. Process and effectively signpost patients to the appropriate healthcare professional, depending on the presenting condition. This may mean contacting patients who have requested an appointment to advise of the most appropriate service for their complaint.

c. Review requests for appointments and contact patients to request more information if required to support triage of appointment requests.

d. Process patient requests for appointments and book appointments ensuring the patient remains informed. Booking appointments and keeping the patient informed.

e. Manage day to day allocation changes owing to absence or changes where applicable. This is currently via askmyGP and the care coordinator would update daily allocations due to home visits or changes in the rota on the day.

f. Resolving any issues in relation to workstreams and ensuring both patient and practice are kept informed of progress.

g. Coordinating long-term condition annual reviews in conjunction with the medicines management team, for more vulnerable groups, ensuring a personalised care approach.

h. Raise awareness of health promotion and NHS health checks in practice and support national screening programmes.

i. Bringing together patients identified care and support needs, including any reasonable adjustments and exploring their options to combine these into a single personalised care and support plan (PCSP), in line with PCSP best practice.

k. Ensuring that people have good quality information to help them make choices about their care.

l. Assisting people to access self-management education courses, peer support, interventions & services, including NHS digital platforms, eg NHS App, that support their health and well-being.

m. Supporting residents in care homes/LD homes ensuring personalized care is delivered through collaborative working between health, social care, voluntary, community and care home partners.

n. Have a good understanding of the electronic referral system and support the practice and the patient with referral queries. Liaising with colleagues regarding patient referrals and any follow up needed. Keeping patients informed of progress and answering their queries.

o. Timely input of data into the patients healthcare records as necessary.

p. Direct requests for information, e.g., SAR, insurance/solicitors letters and DVLA forms, to the administrative team. Advise patients if a request is a private service and ensure patient is aware before forwarding to a GP for review.

q. Manage all queries as necessary in an efficient manner.

s. Monitor and maintain the reception area and noticeboards.

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

u. Support reception team with incoming telephone queries, processing repeat prescriptions and covering the front desk during staff absences.