Job summary
Reports to: Practice Manager
There is 1 position available (based at Whittlesey Practice):
- 18.5hrs - must have a flexible approach to work, working pattern and travel between the Jenner Healthcare Practices if necessary.
- Monday, Tuesday and Thursday.
- Monday 08:30-16:30 / Tuesday 13:00-18:00 / Thursday 13:00-18:00, but should have a flexible approach to this role.
***Previous applicants need not apply for this role***
In order to deliver the key responsibilities outlined below, the Care Coordinator will be required to undertake certification from the Personalised Care Institute if not already qualified. The Practice will support in this.
The Role overview:
- Provide coordination and navigation support for people and carers from a contact list or defined patient list.
- Support cohorts of patients in collaboration with clinical team members requiring long term condition reviews.
- Holistically bring together patient care, linking to Social Prescribers and other non-GP Practice workers where required.
Main duties of the job
Some key responsibilities:
- Help people to manage their health 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.
- Support the clinical team on the day with managing patient queries and appointments.
- Utilising population health intelligence to proactively identify and work with a cohort of patients to deliver personalised care.
- Deal with personal tasks assigned to you within agreed service levels.
- Support patients to utilise decision aids in preparation for a shared decision-making conversation.
- 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 and based on what matters to the person.
- Support people to take up training and employment and to access appropriate benefits, education, peer support interventions, accessing self-management where eligible, for example, through referral to Social Prescribing Link Workers.
- 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.
- The performance of any other reasonable duties requested by the Doctors, Practice Managers or Line Manager.
(See Job Description for further information)
About us
Jenner Healthcare operates 3 sites: Eye, Thorney and Whittlesey, with a patient list of c16,927. We have an established and growing team who is proud of its reputation as an excellent provider of services to our patients.
We are at the start of an exciting journey to excellence and are looking for like-minded people to help us achieve our continued ambition of providing the best healthcare services for our patients.
Our growing team currently consists of 6 Partners, 3 Salaried GPs, 4 Nurse Practitioners, a team of Nurses and other clinical staff together with Reception/Administration teams, helping to deliver a variety of services to our patients.
Eye Practice is located on High St (PE6 7UX). The historic village of Eye sits on the edge of the Fens and is accessed via the A47. Peterborough is approximately 5 miles away and a short distance from the other Jenner Healthcare sites.
Thorney Practice is located on Wisbech Road (PE6 0SD). The historic village of Thorney sits approximately 8 miles east of Peterborough city centre, accessed via the A47. It is a short distance from the other Jenner Healthcare sites.
Whittlesey Practice is located on Turners Lane (PE7 1EJ). The town sits on the western edge of the Fens and is approximately 7 miles east of Peterborough on the A605. It is a short distance from the other Jenner Healthcare sites.
Job description
Job responsibilities
To support the efficient running of the Practice by:
- Answering patient queries on the telephone at busy times, making and managing appointments, ensuring support to patients to enable them to manage their own health.
- Provide coordination and navigation support for people and carers from a contact list or defined patient list.
- Support cohorts of patients in collaboration with clinical team members.
- Holistically bring together patient care, linking to Social Prescribers and other non-GP Practice workers where required.
Key responsibilities
- Help people to manage their health 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 and skills in managing their own health.
- Support the clinical team on the day with managing patient queries and appointments.
- Provide results over the telephone/pass urgent results to a Doctor.
- Utilising population health intelligence to proactively identify and work with a cohort of patients to deliver personalised care.
- Deal with personal tasks assigned to you within agreed service levels.
- Support patients to utilise decision aids in preparation for a shared decision-making conversation.
- 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 and based on what matters to the person.
- Support people to take up training and employment and to access appropriate benefits, education, peer support interventions, accessing self-management where eligible, for example, through referral to Social Prescribing Link Workers.
- 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 within the PCN where required.
- Open and close doors at the beginning and end of the day.
- The performance of any other reasonable duties requested by the Doctors, Practice Manager/Lead or Line Manager.
Page 1 of 4
The following set out the key wider responsibilities of the Care Coordinator role:
- Work with the GPs and other Primary Care professionals within the PCN to identify and manage a caseload or defined list of patient contacts and, where required and as appropriate, refer people back to other health professionals within the PCN.
- Raise awareness within the PCN of shared decision-making and decision support tools.
- Raise awareness of how to identify patients who may benefit from shared decision-making and support PCN staff and patients to be more prepared to have shared decision-making conversations.
Confidentiality
In the performance of the duties outlined in this role, you must act within the confines of the Data Protection and Confidentiality Policies of the organisation at all times. You will be required to complete mandatory online training for this element of the role.
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 thePractice may only be divulged to authorised persons in accordance with the PracticePolicies and Procedures relating to confidentiality and the protection of personal and sensitive data.
Health and safety
The post holder will assist in promoting and maintaining their own and others health, safety and security as defined in the Practice Health & Safety Policy, the Practice Health & Safety Manual and the Practice InfectionControl Policy and published procedures. This will include:
- Using personal security systems within the workplace according to Practice guidelines.
- Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks. You will be required to complete mandatory online training for this element of the role.
- Actively reporting of health and safety hazards and infection hazards immediately when recognised.
- Keeping own work areas and general/patient areas generally clean, assisting in the maintenance of standards of cleanliness consistent with the scope of the job holders role.
- Undertaking periodic Infection Control training (minimum annually).
- Demonstrate due regard for safeguarding and promoting the welfare of children.
Equality and diversity
The post holder will support the equality, diversity and rights of patients, carers and colleagues, to include:
- Acting in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with Practice Policies and Procedures, and current legislation. You will be required to complete mandatory online training for this element of the role.
- Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues.
Personal/professional development
The post holder will participate in any training programme implemented by the Practice as part of this employment, with such training to include:
Page 2 of 4
- Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development and demonstrating skills and activities to others who are undertaking similar work.
Quality
The post holder will be expecting to work to agreed quality standards and service levels within the Practice, and will:
- Alert other team members to issues of quality and risk.
- Assess own performance and take accountability for own actions, either directly or under supervision.
- Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the teams performance.
- Work effectively with individuals in other agencies to meet patients needs.
- Effectively manage own time, workload and resources.
Communication
The post holder should recognise the importance of effective communication within the team and will:
- Communicate effectively with other team members.
- Communicate effectively with patients and carers.
- Recognise peoples needs for alternative methods of communication and respond accordingly.
- Contribution to the implementation of services.
The post holder will:
- Apply Practice Policies and Procedures, standards and guidance.
- Discuss with other members of the team how the Policies and Procedures, standards and guidelines will affect own work as required, attending team meeting and participating in local surveys as required.
- Participate in audits, where appropriate.
Job description
Job responsibilities
To support the efficient running of the Practice by:
- Answering patient queries on the telephone at busy times, making and managing appointments, ensuring support to patients to enable them to manage their own health.
- Provide coordination and navigation support for people and carers from a contact list or defined patient list.
- Support cohorts of patients in collaboration with clinical team members.
- Holistically bring together patient care, linking to Social Prescribers and other non-GP Practice workers where required.
Key responsibilities
- Help people to manage their health 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 and skills in managing their own health.
- Support the clinical team on the day with managing patient queries and appointments.
- Provide results over the telephone/pass urgent results to a Doctor.
- Utilising population health intelligence to proactively identify and work with a cohort of patients to deliver personalised care.
- Deal with personal tasks assigned to you within agreed service levels.
- Support patients to utilise decision aids in preparation for a shared decision-making conversation.
- 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 and based on what matters to the person.
- Support people to take up training and employment and to access appropriate benefits, education, peer support interventions, accessing self-management where eligible, for example, through referral to Social Prescribing Link Workers.
- 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 within the PCN where required.
- Open and close doors at the beginning and end of the day.
- The performance of any other reasonable duties requested by the Doctors, Practice Manager/Lead or Line Manager.
Page 1 of 4
The following set out the key wider responsibilities of the Care Coordinator role:
- Work with the GPs and other Primary Care professionals within the PCN to identify and manage a caseload or defined list of patient contacts and, where required and as appropriate, refer people back to other health professionals within the PCN.
- Raise awareness within the PCN of shared decision-making and decision support tools.
- Raise awareness of how to identify patients who may benefit from shared decision-making and support PCN staff and patients to be more prepared to have shared decision-making conversations.
Confidentiality
In the performance of the duties outlined in this role, you must act within the confines of the Data Protection and Confidentiality Policies of the organisation at all times. You will be required to complete mandatory online training for this element of the role.
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 thePractice may only be divulged to authorised persons in accordance with the PracticePolicies and Procedures relating to confidentiality and the protection of personal and sensitive data.
Health and safety
The post holder will assist in promoting and maintaining their own and others health, safety and security as defined in the Practice Health & Safety Policy, the Practice Health & Safety Manual and the Practice InfectionControl Policy and published procedures. This will include:
- Using personal security systems within the workplace according to Practice guidelines.
- Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks. You will be required to complete mandatory online training for this element of the role.
- Actively reporting of health and safety hazards and infection hazards immediately when recognised.
- Keeping own work areas and general/patient areas generally clean, assisting in the maintenance of standards of cleanliness consistent with the scope of the job holders role.
- Undertaking periodic Infection Control training (minimum annually).
- Demonstrate due regard for safeguarding and promoting the welfare of children.
Equality and diversity
The post holder will support the equality, diversity and rights of patients, carers and colleagues, to include:
- Acting in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with Practice Policies and Procedures, and current legislation. You will be required to complete mandatory online training for this element of the role.
- Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues.
Personal/professional development
The post holder will participate in any training programme implemented by the Practice as part of this employment, with such training to include:
Page 2 of 4
- Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development and demonstrating skills and activities to others who are undertaking similar work.
Quality
The post holder will be expecting to work to agreed quality standards and service levels within the Practice, and will:
- Alert other team members to issues of quality and risk.
- Assess own performance and take accountability for own actions, either directly or under supervision.
- Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the teams performance.
- Work effectively with individuals in other agencies to meet patients needs.
- Effectively manage own time, workload and resources.
Communication
The post holder should recognise the importance of effective communication within the team and will:
- Communicate effectively with other team members.
- Communicate effectively with patients and carers.
- Recognise peoples needs for alternative methods of communication and respond accordingly.
- Contribution to the implementation of services.
The post holder will:
- Apply Practice Policies and Procedures, standards and guidance.
- Discuss with other members of the team how the Policies and Procedures, standards and guidelines will affect own work as required, attending team meeting and participating in local surveys as required.
- Participate in audits, where appropriate.
Person Specification
Qualifications
Essential
- Good general secondary education
Desirable
- Educated to GCSE level standard
Appearance and Social Skills
Essential
- Dress smart and appropriate
- Speech clear and articulate
- Manner pleasant and professional
- Confident personality
- Motivated and enthusiastic
- Flexible/friendly personality
- Strong appreciation of customer service skills
- Team player
Skills and Abilities
Essential
- Well organised with the ability to multi-task and work as part of a team
- Willingness to adapt to change and pick up new skills
- Ability to develop good working relationships with colleagues and CCG
- Good written communication skills
- Good verbal communication skills ability to deal with people in person and on the telephone within a diverse community
- Good IT skills in Microsoft Office: Word, Excel, Outlook, Internet
- Ability to solve basic IT issues
Desirable
- Experience of a clinical computer system
- Ability to deal with sensitive results and logging information into clinical systems
- Experience of use of the clinical system - SystmOne
Knowledge
Essential
- Understanding the necessity for confidentiality
- Understanding of personal responsibility regarding Health and Safety
Desirable
- Understanding of General Practice
Flexibility
Essential
- Flexible approach to undertaking a wide variety of tasks
- Flexible with regard to working hours e.g., holiday and sickness cover
Desirable
- Able to undertake training outside of standard working hours if required
- Interested in learning new skills/taking on new challenges
Experience
Essential
- Minimum of 6 months working directly with members of the public
- Experience of answering telephone calls in a high call volume environment
- Experience of working as part of a team
Desirable
- At least one year of experience in administrative duties
- Minimum of 6 months working directly with members of the public in an NHS environment
- Experience in dealing with cash payments from private patients
Judgement and Decision-making
Essential
- Comfortable working to agreed objectives/duties
- Ability to work without direct supervision
Person Specification
Qualifications
Essential
- Good general secondary education
Desirable
- Educated to GCSE level standard
Appearance and Social Skills
Essential
- Dress smart and appropriate
- Speech clear and articulate
- Manner pleasant and professional
- Confident personality
- Motivated and enthusiastic
- Flexible/friendly personality
- Strong appreciation of customer service skills
- Team player
Skills and Abilities
Essential
- Well organised with the ability to multi-task and work as part of a team
- Willingness to adapt to change and pick up new skills
- Ability to develop good working relationships with colleagues and CCG
- Good written communication skills
- Good verbal communication skills ability to deal with people in person and on the telephone within a diverse community
- Good IT skills in Microsoft Office: Word, Excel, Outlook, Internet
- Ability to solve basic IT issues
Desirable
- Experience of a clinical computer system
- Ability to deal with sensitive results and logging information into clinical systems
- Experience of use of the clinical system - SystmOne
Knowledge
Essential
- Understanding the necessity for confidentiality
- Understanding of personal responsibility regarding Health and Safety
Desirable
- Understanding of General Practice
Flexibility
Essential
- Flexible approach to undertaking a wide variety of tasks
- Flexible with regard to working hours e.g., holiday and sickness cover
Desirable
- Able to undertake training outside of standard working hours if required
- Interested in learning new skills/taking on new challenges
Experience
Essential
- Minimum of 6 months working directly with members of the public
- Experience of answering telephone calls in a high call volume environment
- Experience of working as part of a team
Desirable
- At least one year of experience in administrative duties
- Minimum of 6 months working directly with members of the public in an NHS environment
- Experience in dealing with cash payments from private patients
Judgement and Decision-making
Essential
- Comfortable working to agreed objectives/duties
- Ability to work without direct supervision
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.
