Care co-ordinator Receptionist

Job description

Job responsibilities

Care coordinators play an important role within the Practice to proactively identify and work with patients who are frail, elderly and housebound usually with long-term conditions, to provide coordination and navigation of care and support across health and care services.

Care coordinators work closely with the GPs, the Community Matron/ANP and other practice staff to manage a caseload of patients, acting as a central point of contact to ensure appropriate support is made available to them and their carers. Supporting patients to understand and manage their condition and ensuring their changing needs are addressed in alignment of what matters to the patient.

Care coordinators review patients needs and help them access the services and support they require to manage their own health and wellbeing, often referring to social care teams, community health teams, social prescribing link workers and other professionals where appropriate.

The role of the Care co-ordinator is to help people improve their quality of life. The successful candidate will be caring, compassionate, dedicated, reliable and person-focussed and enjoy working with a wide range of people. They will have good written and verbal communication skills and strong organisational and time management skills. They will be highly motivated and proactive with a flexible. attitude, keen to work and learn as part of a team and committed to providing patients, their families and carers with high quality support.

Please note that the role of a care coordinator is not a clinical role.

Key responsibilities

Work with patients, their families and carers to improve their understanding of the patients condition and support them to develop and review personalised care and support plans to manage their needs and achieve better healthcare outcomes.

Help people to manage their needs through answering queries, making and managing appointments with some healthcare professionals, and ensuring that people have good quality written or verbal information to help them make choices about their care.

Work collaboratively with GPs and other primary care professionals to proactively identify and manage a caseload, which may include patients with long-term health conditions, and where appropriate, refer back to other health professionals.

Coordinate the delivery of multidisciplinary team meetings.

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

Work with patients, their families, carers and healthcare team members to encourage effective help-seeking behaviours.

Conduct follow-ups on communications from out of hospital and in-patient services.

Maintain records of referrals and interventions to enable monitoring and evaluation of the service.

Work with integrated locality teams and other agencies to support and further develop the role.

Receptionist

Greeting patients, face to face and via the telephone.

Accurate note taking.

Booking appointments and dealing with telephone queries.

Processing the website requests and queries.

Contacting patients on behalf of the doctors and passing on information regarding medication or treatment etc.

Occasional chaperone.

To have a thorough knowledge of all practice procedures.

To work in accordance of written protocols.

Maintain confidentiality.

Must be empathetic and compassionate.

Must be computer literate.

Process patient information using clinical systems (EMIS, ACCURX)

Process repeat prescription requests in accordance with practice guidelines.

Email patient summaries to consultant secretaries or care homes etc.

Occasionally deal with spillages.

Check stock in GPs rooms.

Ensure building security have thorough knowledge of doors/windows/alarm.

Any other tasks allocated by clinical team or managers.

Online training.

Attend monthly training days.

Confidentiality -In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately.

In the performance of the duties outlined in this job description, the post-holder may have access to confidential information relating to patients and their carers, practice staff and other healthcare workers. They may also have access to information relating to the practice as a business organisation.

All such information from any source is to be regarded as strictly confidential.

Information relating to patients, carers, colleagues, other healthcare workers or the business of the practice may only be divulged to authorised persons in accordance with the practice policies and procedures relating to confidentiality and the protection of personal and sensitive data.

Person Specification

Experience

Essential

• Experience of working with elderly or vulnerable people.
• Experience of supporting people, their families and carers in a related role.
• Experience of working in health, social care and other support roles in direct contact with people, families or carers (in a paid or voluntary capacity)
• Strong organisational skills, including planning, prioritising, time management and record keeping Knowledge of how the NHS works, including primary care and PCNs.
• Knowledge of Safeguarding Children and Vulnerable Adults policies and processes.
• Ability to recognise and work within limits of competence and seek advice when needed Understanding of the needs of older people / adults with disabilities / long term conditions particularly in relation to promoting their independence.
• Understanding of, and commitment to, equality, diversity and inclusion.

Desirable

• Experience of working directly in a care coordinator role, adult health and social care, learning support or public health or health improvement.
• Experience of working within multi- professional team environments.
• Experience or training in personalised care and support planning.
• Basic knowledge of long-term conditions and the complexities involved, medical, physical, emotional and social.
• Understanding of the needs of older people / adults with disabilities / long term conditions particularly in relation to promoting their independence.

Person specification for Care co and Receptionist

Essential

• Ability to actively listen, 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, 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 identify risk and assess / manage risk when working with individuals.
• Have a strong awareness and understanding of when it is appropriate or necessary to refer people back to other health professionals/agencies, when what the person needs is beyond the scope of the care coordinator role e.g. when there is a mental health need requiring a qualified practitioner.
• 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.

Desirable

• Experience or working with EMIS/ ACCURX/ JOY

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

Arden House Medical Practice

Address

Sett Close

New Mills

Derbyshire

SK22 4AQ

Employer's website

http://www.ardenhousemedicalpractice.co.uk/ (Opens in a new tab)