Burnley West PCN Care Coordinator

Job description

Job responsibilities

• Run reports from clinical systems such as Emis (training will be provided if needed).
• Provide support and guidance to ARRS staff in the running and operation of their appointment sessions.
• Book patient appointments where necessary.
• Code clinician and administration contacts.
• Work with teams within the GP practices and those who support GP practices.
• Generate reports to help analyse data to understand capacity and demand.
• Support patients to book appointments, as part of the various projects, programmes and clinical initiatives
• Help patients manage their needs by answering queries, making and managing appointments, and making sure that patients have understandable written or verbal information to help them make choices about their care.
• Support or manage clinics as required including management and monitoring of services and staff rotas.
• Help patients gain access to self-management education courses and peer support/interventions that support them to take more control of their health and wellbeing
• Support the coordination and delivery of muti-disciplinary meetings.
• Adhere to organisations policies and procedures, guided by occupational policies and procedures in primary and secondary care.
• Work without supervision, plan own workload and seek guidance as required from line manager and colleagues.
• Administrative support as required.
• Understand what a Primary Care Network is, and how support is provided to patients because of improved collaboration of working between health and social care services.
• Work with key people in the PCN to develop & support collective general practice projects including areas of federated working.
• The post holder should demonstrate good organisation and time management skills.
• Always maintain confidentiality.

Communication and Key Working Relationships

• Demonstrates ability to work as a member of a team.
• Is able to recognise personal limitations and refer to more appropriate colleague(s) when necessary.
• Actively work toward developing and maintaining effective working relationships both within and outside the PCN or group of PCNs.
• Liaises with other stakeholders as needed for the collective benefit of patients including but not limited to Patients GP, Nurses, other practice staff, other healthcare professionals and commissioning organisations.
• Acting as a point of contact when required for people who wish to contact the PCN.
• Communicate effectively with service users and their families / carers, and other staff both internal and external and members of the public.
• Responds positively, in a courteous and professional manner when dealing with routine and non-routine enquiries which may be complex and involve problems in communication / understanding. This includes general non-clinical advice and information to patients and carers. Acts with discretion at all times to take and record accurate messages.
• Communicates complex and highly sensitive information which may relate to staff, patients and relatives or commercial undertakings, within and outside the organisation, with the ability to persuade, negotiate and influence others.
• To help maintain excellent communication, liaison and working arrangement with Trust Directorates, Trusts, NHS England, East Lancashire Integrated Care Board, Social Services, Voluntary Sector Organisations, Care Homes and other agencies.
• Develop excellent working relationships with partners, wider service networks. including the voluntary sector, GP practices, adult social care, hospitals, community pharmacists and other key PCN stakeholders.
• Meet regularly with the clinical & management leads of the Direct Enhanced Services
• Manage and prioritise workload on a daily basis and deal with the competing demands of PCN Admin work.

Planning and Organisation

• Manages and prioritises all incoming and outgoing correspondence, initiating responses where appropriate.
• Manages the diaries of key members of the team when required including maintaining and co-ordinating appointments, organising meetings (including videoconferences via Microsoft Teams) and using initiative to make necessary revisions, liaising with all relevant parties in an efficient and effective way.
• Prepares agendas, collating and circulating papers for meetings, ensuring that all papers are submitted in time and that they comply with the required house style standards. Selects, retrieves and collates papers and information in a timely manner, for meetings and in response to enquiries. Attends meetings, taking and transcribing formal minutes and action notes.
• Manages the organisation of events or meetings which involves sending invites, arranging speakers / lecturers and booking venues.
• Organises and prioritises workload and works flexibly in response to competing demands.

Analytics

• Considers a variety of issues and proposes solutions when dealing with complex enquires by taking appropriate action as necessary or liaising with others/redirecting queries as appropriate.
• Utilise population health intelligence to proactively identify and work with a cohort of patients to deliver personalised care.
• Support the process of allowing patients to utilise decision aids in preparation for a shared decision making conversation.
• Evaluates team diaries and makes decisions to maintain and coordinate appointments.
• Undertakes any project work as required, including obtaining information from the internet, analysing, collating and reporting of data in order to produce reports, spreadsheets and presentations utilising relevant IT systems.
• Ensures the Information Technology (IT) requirements for recording activity are adhered to in collaboration with other team members.
• Ensures accurate update and maintenance of GP systems within Multi-Disciplinary Team (MDT) working.
• Provides agreed performance / activity data within the work streams and quality schemes and PCN and to wider organisations as requested.

Please refer to the attached job description for more information

Person Specification

Qualifications

Essential

• Good standard of education GCSE or equivalent in English and Mathematics

Desirable

• A-level / NVQ level 3 or equivalent experience in admin / business / marketing / customer service environment
• Degree level education or equivalent

Autonomy and other

Essential

• Demonstrated capabilities to manage own workload and make informed decisions in the absence of required information, working to tight and often changing timescales
• Driver with sole use of vehicle

Personal Qualities

Essential

• Adaptable and flexible
• Ability to use own initiative when appropriate
• Ability to build and maintain effective working relationships
• Ability to challenge and be challenged
• Ability to motivate self and others, and to work as part of a team
• Ability to work flexibly to meet the needs of the service
• Ability to communicate with a high level of effectiveness both verbally and in writing

Knowledge

Essential

• Understanding of Clinical Governance
• Understanding of Confidentiality and Data Protection Act

Desirable

• Working knowledge of the management of databases
• Knowledge of local guidelines
• Knowledge and understanding of relevant health and social care legislation and initiatives

Skills/Abilities

Essential

• Understanding and able to deal with confidential and sensitive issues when liaising with team members / other professionals
• Ability to prioritise and organise workload to meet deadlines
• Ability to work under pressure with constant interruptions requiring skills in multi-tasking, maintaining accuracy at all times
• Ability to problem solve and support others in resolving problems
• Ability to work in partnership with other agencies
• Ability to manage conflicting issues assertively and sensitively

Desirable

• Ability to use electronic patient record / Emis

Experience

Essential

• Experience of office procedures working at a high level as part of an administration team / within an administration role
• Experience of setting up and implementing internal processes and procedures.
• Experience of dealing with sensitive/confidential information
• Experience of working with reception / telephone environments
• Proven administrative experience

Desirable

• Experience of Project support/management
• Experience of working within Multidisciplinary teams

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

East Lancashire Alliance

Address

Burnley Business Centre

Empire Way

Burnley

BB12 6HH

Employer's website

https://eastlancashirealliance.co.uk/ (Opens in a new tab)