Job summary
This is an exciting development opportunity for an experienced administrator to bring their experience and knowledge to the integrated Virtual Ward Team as a Virtual Ward Coordinator.
Virtual ward is a safe and efficient alternative to NHS bedded care. Virtual wards support patients who would otherwise be in hospital to receive the acute care and treatment they need in their own home. This includes either preventing avoidable admissions into hospital or supporting early discharge out of hospital.
The delivery of digitally enabled care (virtual care) including virtual wards is a national priority embedded within current health and social care policy. In the 2022-23 priorities and operational planning guidance, systems were asked to deliver virtual ward capacity equivalent to 40-50 virtual ward 'beds' per 100k population by December 2023. This post provides an opportunity to drive and transform the system by embedding the use of digital technology to release pressure on acute care and improve patient outcomes.
Main duties of the job
As we move towards a new era of integrated care and working collaboratively across organisational boundaries, the need for dynamic, focused teamwork is vital.
Working with the Acute Medical Nursing Team you will monitor and ensure the management of patients is efficient and effective, considering the individual needs of the patient and the requirements of the service. A key part of the role will be providing administrative support to all clinical and non-clinical colleagues involved, link in with community teams and other services as requested and work across the wide range of IT systems.
The successful applicant will work closely with the Deputy Service Line Manager and Virtual Ward manager and key stakeholders including Primary care, Community Services, Acute hospital services and others to develop services.
About us
We are a people business - where every member of staff matters and can make a difference. Patients are at the heart of everything we do. The population is characterised by its diversity - the rural and the urban, the wealthy and pockets of deprivation, and wide variance in health and life expectancy. We work collaboratively with Primary care, Community Services, Acute hospital and other key services to deliver best outcome for the patients.
Joining University Hospitals Plymouth NHS Trust means becoming part of a team of dedicated staff, who are committed to leading the way through innovation, clinical excellence and great customer care. The Trust has great opportunities for career development in a highly progressive working environment. We offer all of this in a vibrant, modern city with a historic reputation for adventure.
Please note that applications from temporary workers who have been engaged with the Trust for a minimum of 3 months are welcome.
Job description
Job responsibilities
- Monitor and run virtual ward email inbox
- Receive referrals in conjunction with clinical team
- Consult Virtual ward clinical team if there are discrepancies in referrals
- Register/ manage/ discharge patients on patient management systems required for virtual ward.
- Invite new patients for clinical outpatient sessions in conjunction with booking rules and guidelines.
- Book follow-up appointments that have been requested when instructed to do so by the virtual ward team, using appropriate guidelines, e.g. bloods
- Liaise with community Coordinator re face to face follow ups, Intravenous capacity.
- Telephone patients/ relatives/ carers as required.
- Take appropriate actions when clinic capacity alters, e.g. cancellations, over-bookings etc.
- Notify appropriate staff members of changes/cancellations to clinics.
- Work within the framework of the Trusts Waiting List Policy and AGN (Admin Guidance notes) notes notifying the line manager of relevant issues in a timely manner
- Priorities own workload including the overseeing of clinics, discharge letters, medical reports, documents and ensuring that any outward documentation is sent to the correct place.
- Follow up diagnostic results including scans.
- Assist with the improvement and presentation of data collection using appropriate computer software to achieve effective results.
- Update and report datasheet during absence / leave.
- Provide support in respect of clinical audit responsibilities.
- Maintaining comprehensive knowledge of computer systems and sharing knowledge of this with other team members.
- Manage performance reports received from Management Team. Amend detail as appropriate or inform them of any problems or queries.
- Receive and deal with confidential telephone enquiries from patients. Be able to handle patient complaints.
- Follow procedures for: requesting case notes & raising thin files, organizing contents of case notes, requesting/amending transport bookings, requesting and printing of patient documentation.
- Ensure all case notes/thin files arriving into and departing from the department are traced on iPMS.
- To take an active role in training and mentoring other staff members as requested. Cover opposing areas if requested by line manager.
- Place appropriate stock and non-stock orders at the request of virtual ward team.
- Assist in ensure staff appraisals and staff mandatory training are up to date and conducted in a timely manner.
- To assist in the recruitment and selection process
- Cover colleagues during times of absence or increased workload as requested.
- Assist in maintenance of overall management of the Rota
- Assist with the management of the ward clerks leave requests using Health Roster system or its alternative
- Assist with the management of sickness according to the Trust Sickness Policy
- Work closely with the virtual ward management team
- Carry out any other clerical duties as determined by the virtual ward.
COMMUNICATIONS & WORKING RELATIONSHIPS
- Receive and deal with confidential telephone enquiries from patients. Be able to handle patient complaints.
- Liaise with various departments and professionals within the hospital and outside agencies via verbal and written communication.
- To be a team member within the office and able to multi skill within the various areas.
- To work closely with other admin and clerical staff within the division.
- To comply with all infection control policies and guidance, attend relevant updates and report issues of concern to their line manager.
PLEASE SEE JD FOR FULL PRIMARY DUTIES AND AREAS OF RESPONSIBILITY
Job description
Job responsibilities
- Monitor and run virtual ward email inbox
- Receive referrals in conjunction with clinical team
- Consult Virtual ward clinical team if there are discrepancies in referrals
- Register/ manage/ discharge patients on patient management systems required for virtual ward.
- Invite new patients for clinical outpatient sessions in conjunction with booking rules and guidelines.
- Book follow-up appointments that have been requested when instructed to do so by the virtual ward team, using appropriate guidelines, e.g. bloods
- Liaise with community Coordinator re face to face follow ups, Intravenous capacity.
- Telephone patients/ relatives/ carers as required.
- Take appropriate actions when clinic capacity alters, e.g. cancellations, over-bookings etc.
- Notify appropriate staff members of changes/cancellations to clinics.
- Work within the framework of the Trusts Waiting List Policy and AGN (Admin Guidance notes) notes notifying the line manager of relevant issues in a timely manner
- Priorities own workload including the overseeing of clinics, discharge letters, medical reports, documents and ensuring that any outward documentation is sent to the correct place.
- Follow up diagnostic results including scans.
- Assist with the improvement and presentation of data collection using appropriate computer software to achieve effective results.
- Update and report datasheet during absence / leave.
- Provide support in respect of clinical audit responsibilities.
- Maintaining comprehensive knowledge of computer systems and sharing knowledge of this with other team members.
- Manage performance reports received from Management Team. Amend detail as appropriate or inform them of any problems or queries.
- Receive and deal with confidential telephone enquiries from patients. Be able to handle patient complaints.
- Follow procedures for: requesting case notes & raising thin files, organizing contents of case notes, requesting/amending transport bookings, requesting and printing of patient documentation.
- Ensure all case notes/thin files arriving into and departing from the department are traced on iPMS.
- To take an active role in training and mentoring other staff members as requested. Cover opposing areas if requested by line manager.
- Place appropriate stock and non-stock orders at the request of virtual ward team.
- Assist in ensure staff appraisals and staff mandatory training are up to date and conducted in a timely manner.
- To assist in the recruitment and selection process
- Cover colleagues during times of absence or increased workload as requested.
- Assist in maintenance of overall management of the Rota
- Assist with the management of the ward clerks leave requests using Health Roster system or its alternative
- Assist with the management of sickness according to the Trust Sickness Policy
- Work closely with the virtual ward management team
- Carry out any other clerical duties as determined by the virtual ward.
COMMUNICATIONS & WORKING RELATIONSHIPS
- Receive and deal with confidential telephone enquiries from patients. Be able to handle patient complaints.
- Liaise with various departments and professionals within the hospital and outside agencies via verbal and written communication.
- To be a team member within the office and able to multi skill within the various areas.
- To work closely with other admin and clerical staff within the division.
- To comply with all infection control policies and guidance, attend relevant updates and report issues of concern to their line manager.
PLEASE SEE JD FOR FULL PRIMARY DUTIES AND AREAS OF RESPONSIBILITY
Person Specification
KNOWLEDGE & EXPERIENCE
Essential
- oGood level of ability to use computerised systems oProven demonstrable administration experience oDemonstrable level of excellent communication skills o Demonstrable experience in working in a public facing role.
Desirable
- oPrevious demonstrable experience with System 1, IPM and other clinical systems oPrevious demonstrable supervisory experience oDemonstrable appraisal experience
QUALIFICATIONS
Essential
- oNVQ Level 3 Business and Admin (or equivalent demonstrable experience)
APTITUDE & ABILITIES
Essential
- oGood communication skills, written and verbal, with ability to demonstrate fluency, clarity and effectiveness at all levels oAble to work under pressure and meet deadlines oAccuracy oTime management skills oOrganisational skills oAbility of work on own initiative but also as a member of a team demonstrating the ability to work unsupervised within stated guidelines oAble to analyse and resolve problems in a professional manner oTactfully communicate written and verbal information with patients and staff oGood telephone manner
DISPOSITION / ATTITUDE / MOTIVATION
Essential
- oTeam member with leadership skills oAble to work calmly and methodically within a busy environment and from busy workload oProactive, takes own initiative oRemain professional at all times
OTHER FACTORS
Essential
- oFlexibility to cover colleagues during absences oDemonstrate an understanding of confidentiality
Person Specification
KNOWLEDGE & EXPERIENCE
Essential
- oGood level of ability to use computerised systems oProven demonstrable administration experience oDemonstrable level of excellent communication skills o Demonstrable experience in working in a public facing role.
Desirable
- oPrevious demonstrable experience with System 1, IPM and other clinical systems oPrevious demonstrable supervisory experience oDemonstrable appraisal experience
QUALIFICATIONS
Essential
- oNVQ Level 3 Business and Admin (or equivalent demonstrable experience)
APTITUDE & ABILITIES
Essential
- oGood communication skills, written and verbal, with ability to demonstrate fluency, clarity and effectiveness at all levels oAble to work under pressure and meet deadlines oAccuracy oTime management skills oOrganisational skills oAbility of work on own initiative but also as a member of a team demonstrating the ability to work unsupervised within stated guidelines oAble to analyse and resolve problems in a professional manner oTactfully communicate written and verbal information with patients and staff oGood telephone manner
DISPOSITION / ATTITUDE / MOTIVATION
Essential
- oTeam member with leadership skills oAble to work calmly and methodically within a busy environment and from busy workload oProactive, takes own initiative oRemain professional at all times
OTHER FACTORS
Essential
- oFlexibility to cover colleagues during absences oDemonstrate an understanding of confidentiality
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
