Job responsibilities
Job purpose/summary:
The Care Co-ordinator will be expected to assist clinical personnel in the care of practice patients to include treatment, preventative care, screening and patient education. The post will also include administrative duties and support for the Practices. This role will include supporting the Safeguarding Lead GP and supporting practices to maintain high levels of Safeguarding good practice. This role will also include supporting the smooth running of the PCN Enhanced Access clinics (evenings and weekends) and supporting all the admin that incorporates running this service to include booking staff, adding in clinics and room allocation. You will be expected to develop, plan and run health promotion events with the team to enhance patient care and communication.
The Care Co-ordinator will act as a focal point of communication between patients, and other clinical and non-clinical members of the practice.
Practice Support:
- To be a first point of contact for patients requiring general information relating to the practice: procedures, registration, care preferences, queries on services and navigation to services
- To ensure a clear line of communication is set with hubs to the team
- To work closely with your hubs to ensure they understand your role, where you are based, how to contact you and what to direct to you.
- Participating in the administrative and professional responsibilities of the practice team supporting the Hub Manager and Supervisors
- Attending and participating in practice meetings as required
- Ordering and display of Health Promotion materials, MJOG campaigns, ACCU-RX messages to patients, ensuring languages are considered and supplying specific materials to the demographic
- Monitoring the usage of appointments ensuring that clinics are well utilised and appropriately used.
- Monitoring effectiveness of the practice systems and reporting any problems or variations to the Hub Manager. Supporting design and implementation of system changes and efficiencies through promotion and training
- To effectively achieve Public Health Campaigns/IIF within the Hub Managers guidance. To ensure that patients have invites, this is recorded and all aspects of the achievement I recorded. To support staff in understanding the areas and requirements to ensure a whole team approach.
- To support the educating and developing practice staff utilising the Reception Manual and promoting active care navigation
- To manage campaigns to include the design and quality of the waiting room and whole practice information, ensuring all information is relevant, important and updated. To ensure promotional materials are available to patients.
- To actively promote carers support and health checks
- To support patient engagement and development of the PPG
- To promote online services and sign up patients
- To ensure there are marketing and promotional materials available to the patients and for events
- To organise and lead promotional events to include invites to patients, stall holders, and health promotion in line with campaigns and current health inequalities
- To support seasonal activity such as sending out flu invitations, helping to man clinics and promotion of advertised clinics to patients. Create posters, communicate with all teams on clinic and help to support patient navigation and uptake
- To support access figures, producing and displaying DNA figures and actively planning how to improve these, to review empty slots in clinics for usage, promote PCN appointments and ARRS roles
- To actively seek out patient feedback using various tools such as FFT/self check in data/patient questionnaires etc and feeding back to all staff groups and patients themselves
- To support care co-ordination colleagues during annual leave and sickness, so awareness of other roles
- To support the smooth running of total triage and maintaining high quality phone statistics by supporting the staff, experience of all aspects of Reception roles is ideal
- To ensure that clinical rooms and waiting rooms have the relevant information needed to support clear and safe working, to include information around coding and support to achieve targets i.e. Enhanced services coding, flu campaign posters, campaigns, health opportunities etc.
- To be actively involved and review specific target areas within Health Inequalities
- To continue with professional development to improve outcome for service and patients
- To develop and grow the role to suit the needs of the patients and to assist in the delivery or efficient and safe services
Reporting
To be actively involved with QOF/PCF/IIF at practice level and be able to demonstrate participation in success
To show active campaign calendars and actions
To be able to act on and demonstrate actions that arise from Friends and Family testing
To Support active increase of NHS APP events at your practice
To be able to demonstrate outcomes from PPG/patient feedback and improved DNA
To report on staff development and training to support active signposting
To report care navigation figures and social prescribing referral data
Reporting and actions around appointment usage
Work with Business Intelligence to develop robust reporting mechanisms for presentation
Skills
- High degree of organisation and effective time management
- Primary care Experience
- Target driven experience
- Effective and professional communication skills
- Customer or patient service experience in a medical environment
- IT competencies, including database use, Word and Excel, with some project management skills and a knowledge of clinical software packages
- In-depth knowledge of medical practices, treatments, procedures and plans
- Committed to patient care and able to empathise with a wide variety of patients
Special Requirements for the post:
An ability to use own judgement, resourcefulness, common sense and local knowledge to respond to patients enquiries and requests while adhering to practice limitations
- An understanding and acceptance of own capabilities and awareness of own limitations
- Ability to work without direct supervision and determine own workload priorities
- Basic keyboard and computer skills
- Flexibility of working hours
- Excellent communication skills
