Job summary
This new role is essential to the effective operation and delivery of the Emergency Care Therapy Team (ECTT). The post holder will manage the administrative functions of the team, ensuring the smooth running of daily services..
The referral coordinator will work closely with the Emergency Care Therapy Team (ECTT) to ensure the efficient flow of patients in and out of the service and the emergency department and link with wider system users across Livewell, UHP and community care.
The post holder will help gather and manager information across a variety of systems such as Nervecentre, SystemOne, Salus, SeeEHr, paper notes and process referrals on to appropriate management systems.
- To monitor and ensure the management of patients is efficient and effective, considering the individual needs of the patient and the requirements of the service.
- To motivate staff and support to ensure objectives and targets are achieved.
- Ensure team members understand and proactively work towards the Trust's targets.
***Preference will be given to internal Trust staff, as well as 'Priority' and 'At Risk' status including NHS At Risk staff throughout Devon who are able to display recent relevant experience as dictated by the Person Specification.***
Main duties of the job
Key Dimensions:
- This post is part of a professional multi-skilled team working across the UHP and Livewell Southwest.
- To monitor and ensure the management of patients is efficient and effective, considering the individual needs of the patient and the requirements of the service
- To motivate and support staff to ensure objectives and targets are achieved.
- Ensure team members understand and proactively work towards the Trust's targets.
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. 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 ALL COMMUNICATION WILL BE ELECTRONIC, PLEASE CHECK YOUR EMAIL ACCOUNT REGULARLY. If you have any issues with applying online and need additional support including reasonable adjustments with the application process please contact the recruitment team on 01752 432100. We recognise that work life balance is important for our colleagues and so we invite requests from applicants around less than full time/flexible working for our advertised roles. Please contact the recruiting manager to discuss this prior to your application submission. We commit to giving this full consideration in each case. We encourage people from diverse backgrounds to apply for our roles, as diversity strengthens our teams. It is sometimes necessary to close vacancies before the closing date. If you have not heard from us within 4 weeks of the closing date, please assume that you have not been shortlisted.
Job description
Job responsibilities
- Monitor email inbox.
- Receive referrals in conjunction with clinical team.
- Consult IA2A clinical team if there are discrepancies in referrals.
- Manage referrals and supporting patient discharge by facilitate onward referrals to both internal and external teams.
- Keep patient status up to date on clinical systems.
- Liaise with community Coordinator RE onward referrals.
- Liaise with various services/agencies daily including but not limited to community hospitals and care homes to enquire about bed availability, to follow up on package of care (POC) availability.
- Telephone patients/ relatives/ carers as required.
- Notify appropriate staff members of referrals.
- 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 management of referrals, correct information on clinical systems, documents and ensuring that any outward documentation is sent to the correct place.
- Remain flexible and responsive to urgent requests.
- Monitor information from various sources and systems to maintain an overview of the Emergency Department's status and expected patients for ECTT support correct up-to-date information to onward teams.
- Assist with the improvement and presentation of data collection using appropriate computer software to achieve effective results.
- Update and report datasheet.
- 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, other teams and organisations.
- Follow procedures for: requesting case notes & raising thin files, organizing contents of case notes, requesting/amending transport bookings, requesting and printing of patient documentation.
- Update shared drives and leaflets used in ED timely with the help of a therapist.
- To take an active planning meetings such as taking minutes and room bookings.
- Place appropriate equipment orders at the request of Integrated Alternative to Admission team.
- Assist in ensure staff appraisals and staff mandatory training are up to date and conducted in a timely manner.
- Cover colleagues during times of absence or increased workload as requested.
- Assist in maintenance of the Rota.
- Assist with the management of sickness according to the Trust Sickness Policy.
- Work closely with the Emergency department and other wards to ensure timely and accurate communication.
- Carry out any other clerical duties as determined by the Integrated Alternative to admission
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.
Job description
Job responsibilities
- Monitor email inbox.
- Receive referrals in conjunction with clinical team.
- Consult IA2A clinical team if there are discrepancies in referrals.
- Manage referrals and supporting patient discharge by facilitate onward referrals to both internal and external teams.
- Keep patient status up to date on clinical systems.
- Liaise with community Coordinator RE onward referrals.
- Liaise with various services/agencies daily including but not limited to community hospitals and care homes to enquire about bed availability, to follow up on package of care (POC) availability.
- Telephone patients/ relatives/ carers as required.
- Notify appropriate staff members of referrals.
- 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 management of referrals, correct information on clinical systems, documents and ensuring that any outward documentation is sent to the correct place.
- Remain flexible and responsive to urgent requests.
- Monitor information from various sources and systems to maintain an overview of the Emergency Department's status and expected patients for ECTT support correct up-to-date information to onward teams.
- Assist with the improvement and presentation of data collection using appropriate computer software to achieve effective results.
- Update and report datasheet.
- 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, other teams and organisations.
- Follow procedures for: requesting case notes & raising thin files, organizing contents of case notes, requesting/amending transport bookings, requesting and printing of patient documentation.
- Update shared drives and leaflets used in ED timely with the help of a therapist.
- To take an active planning meetings such as taking minutes and room bookings.
- Place appropriate equipment orders at the request of Integrated Alternative to Admission team.
- Assist in ensure staff appraisals and staff mandatory training are up to date and conducted in a timely manner.
- Cover colleagues during times of absence or increased workload as requested.
- Assist in maintenance of the Rota.
- Assist with the management of sickness according to the Trust Sickness Policy.
- Work closely with the Emergency department and other wards to ensure timely and accurate communication.
- Carry out any other clerical duties as determined by the Integrated Alternative to admission
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.
Person Specification
Knowledge and Experience
Essential
- Good level of ability to use computerised systems
- Proven administration experience
- Demonstrable level of excellent communication skills
- Experience in working in a public facing role.
Desirable
- Previous demonstrable experience clinical systems
- Previous demonstrable supervisory experience
- demonstrable Appraisal experience
Qualifications
Essential
- NVQ Level 3 Business and Admin (or equivalent)
- Level 4 GCSE or equivalent in Maths and English
Other factors
Essential
- Flexibility to cover colleagues during absences
- Demonstrate an understanding of confidentiality
- Be part of a 7 day a week rota
Aptitude and Abilities
Essential
- Good communication skills, written and verbal, with ability to demonstrate fluency, clarity and effectiveness at all levels
- Able to work under pressure and meet deadlines
- Accuracy
- Time management skills
- Organisational skills
- Ability of work on own initiative but also as a member of a team demonstrating the ability to work unsupervised within stated guidelines
- Able to analyse and resolve problems in a professional manner
- Tactfully communicate written and verbal information with patients and staff
- Good telephone manner
Disposition/ Attitude / Motivation
Essential
- Team member with leadership skills
- Able to work calmly and methodically when under pressure from busy workload
- Proactive, takes own initiative
- Remain professional at all times
Person Specification
Knowledge and Experience
Essential
- Good level of ability to use computerised systems
- Proven administration experience
- Demonstrable level of excellent communication skills
- Experience in working in a public facing role.
Desirable
- Previous demonstrable experience clinical systems
- Previous demonstrable supervisory experience
- demonstrable Appraisal experience
Qualifications
Essential
- NVQ Level 3 Business and Admin (or equivalent)
- Level 4 GCSE or equivalent in Maths and English
Other factors
Essential
- Flexibility to cover colleagues during absences
- Demonstrate an understanding of confidentiality
- Be part of a 7 day a week rota
Aptitude and Abilities
Essential
- Good communication skills, written and verbal, with ability to demonstrate fluency, clarity and effectiveness at all levels
- Able to work under pressure and meet deadlines
- Accuracy
- Time management skills
- Organisational skills
- Ability of work on own initiative but also as a member of a team demonstrating the ability to work unsupervised within stated guidelines
- Able to analyse and resolve problems in a professional manner
- Tactfully communicate written and verbal information with patients and staff
- Good telephone manner
Disposition/ Attitude / Motivation
Essential
- Team member with leadership skills
- Able to work calmly and methodically when under pressure from busy workload
- Proactive, takes own initiative
- Remain professional at all times
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).
