Job summary
The Support Officer will be an integral member of the Discharge Hub team, assisting the clinical and social care staff in the Hub to ensure the safe and effective management of all electronic supported discharge forms coming into the hub. This will involve liaising with a wide variety of stakeholders however, the post holder will be based in Ysbyty Cwm Rhondda.
Main duties of the job
The main duties of the role will include reviewing incoming electronic referrals transfer of care forms, and using IT processes to assist with triage / escalation, and processing of referrals forms to the point of patient transfer / discharge.
This may involve the co-ordination / booking of Non-Emergency Patient Transport, along with liaising with external providers such as community hospitals, care homes, community care teams, local authority teams, CHC teams and the voluntary care sector, other Health Boards.
Welsh Skills Desirable:This post is advertised as Welsh Desirable. Thisdoesn'tmean essential;whilst the candidatedoesn'tneed to have skills in Welsh,we'llconsider it an advantage when short-listingand selectingcandidates.Thisisn't'fluency',just Speaking & Listening skills at Level 3 (equivalent to CEFR B2) or above. Level 3 means basic conversations with patients about their everyday health.For more information, see 'Welsh Language Guidance' inthedocuments right at the bottom.
About us
Cwm Taf Morgannwg University Health Board is part of the NHS Wales family. Our Health Board provides primary, secondary and community health and wellbeing services to around 450,000 people living in three County Boroughs: Bridgend Merthyr Tydfil, and Rhondda Cynon Taf.
We live by our core values:
- We listen, learn and improve
- We treat everyone with respect
- We all work together as one team
We are a proud local employer; around 80% of our 15000 workforce live within our region, making our staff not only our lifeblood of our organisation but of the diverse communities that we serve.
Job description
Job responsibilities
The post holder will be required to liaise with numerous members of staff and wards to ensure there is effective, efficient communication and management of discharge processes, gather important data from the Discharge Hub for the production of reports and to enable the Discharge Hub team to make decisions on patient transfer into the most appropriate available community capacity, whilst minimising any discharge delays. The transfer routes will be defined by appropriate protocols and triggers.
Duties will include:
- Collect, collate and report a range of supported discharge information and report to the Operational Manager
- Quality assure the information included in the forms received by the hub and query where information is missing or is not sufficient to meet standards of trusted assessment document
- Liaise with staff on multiple wards/units to ensure timely discharge process management, as well as timely responses where there have been requests for additional information, to prevent anyunnecessary/avoidable discharge delays
- Apply agreed escalation process if information requested is not received from ward in timely manner - escalate to Discharge Hub Operational Manager in first instance
- Support Discharge Hub manager in producing regular reports and updates for the Discharge Hub Manager on referral activity and flow into, through and out of supported discharge community pathways
- Engage actively with ward staff to reduce discharge delays relating to discharge forms and/or lack of available community care capacity and escalate concerns to the Discharge Hub Manager
- Maintain and promote confidentiality
- Promote and maintain good relationships within the Department and with staff of all discipline throughout the hospitals
Job description
Job responsibilities
The post holder will be required to liaise with numerous members of staff and wards to ensure there is effective, efficient communication and management of discharge processes, gather important data from the Discharge Hub for the production of reports and to enable the Discharge Hub team to make decisions on patient transfer into the most appropriate available community capacity, whilst minimising any discharge delays. The transfer routes will be defined by appropriate protocols and triggers.
Duties will include:
- Collect, collate and report a range of supported discharge information and report to the Operational Manager
- Quality assure the information included in the forms received by the hub and query where information is missing or is not sufficient to meet standards of trusted assessment document
- Liaise with staff on multiple wards/units to ensure timely discharge process management, as well as timely responses where there have been requests for additional information, to prevent anyunnecessary/avoidable discharge delays
- Apply agreed escalation process if information requested is not received from ward in timely manner - escalate to Discharge Hub Operational Manager in first instance
- Support Discharge Hub manager in producing regular reports and updates for the Discharge Hub Manager on referral activity and flow into, through and out of supported discharge community pathways
- Engage actively with ward staff to reduce discharge delays relating to discharge forms and/or lack of available community care capacity and escalate concerns to the Discharge Hub Manager
- Maintain and promote confidentiality
- Promote and maintain good relationships within the Department and with staff of all discipline throughout the hospitals
Person Specification
English
Essential
- Knowledge of clerical and administrative procedures and systems acquired through Vocational Level 3, or possess the skills, knowledge, training and experience to equivalency.
- RSA/OCR III typing qualification or equivalent skills, knowledge and experience.
- Experience in validation work.
- Knowledge of office practices and administrative procedures.
- Knowledge of office practices and able to establish new processes.
- Demonstrate a sound knowledge and understanding of confidentiality and data protection.
- Fully conversant with all Microsoft Office software.
- Excellent communication and customer care skills and a good telephone manner.
- Ability to prioritise work and identify urgent requirements, adjusting and re-prioritising as necessary. Diplomacy skills when dealing with patients/relatives who may be aggrieved or irate.
- Use initiative to resolve problems.
Desirable
- Knowledge and understanding of working with guidelines, policies and procedures.
- Knowledge of the importance of Health & Safety Regulations in the workplace.
- Previous NHS experience.
English
Essential
- Good standard of education.
- Knowledge of clerical and administrative procedures and systems acquired through Vocational Level 3, or possess the skills, knowledge, training and experience to equivalency.
- Knowledge of office practices and administrative procedures.
- Demonstrate a sound knowledge and understanding of confidentiality and data protection.
- Fully conversant with all Microsoft Office software.
- Excellent communication and customer care skills and a good telephone manner. Good organisational and time management skills.
- Flexible and ability to cover across CTM.
- Ability to prioritise work and identify urgent requirements, adjusting and re-prioritising as necessary. Diplomacy skills when dealing with patients/relatives who may be aggrieved or irate.
Desirable
- Knowledge and understanding of working with guidelines, policies and procedures.
- Knowledge of the importance of Health & Safety Regulations in the workplace.
- The ability to speak or learn Welsh to a satisfactory level.
- Ability to work to deadlines.
- Previous NHS experience.
Person Specification
English
Essential
- Knowledge of clerical and administrative procedures and systems acquired through Vocational Level 3, or possess the skills, knowledge, training and experience to equivalency.
- RSA/OCR III typing qualification or equivalent skills, knowledge and experience.
- Experience in validation work.
- Knowledge of office practices and administrative procedures.
- Knowledge of office practices and able to establish new processes.
- Demonstrate a sound knowledge and understanding of confidentiality and data protection.
- Fully conversant with all Microsoft Office software.
- Excellent communication and customer care skills and a good telephone manner.
- Ability to prioritise work and identify urgent requirements, adjusting and re-prioritising as necessary. Diplomacy skills when dealing with patients/relatives who may be aggrieved or irate.
- Use initiative to resolve problems.
Desirable
- Knowledge and understanding of working with guidelines, policies and procedures.
- Knowledge of the importance of Health & Safety Regulations in the workplace.
- Previous NHS experience.
English
Essential
- Good standard of education.
- Knowledge of clerical and administrative procedures and systems acquired through Vocational Level 3, or possess the skills, knowledge, training and experience to equivalency.
- Knowledge of office practices and administrative procedures.
- Demonstrate a sound knowledge and understanding of confidentiality and data protection.
- Fully conversant with all Microsoft Office software.
- Excellent communication and customer care skills and a good telephone manner. Good organisational and time management skills.
- Flexible and ability to cover across CTM.
- Ability to prioritise work and identify urgent requirements, adjusting and re-prioritising as necessary. Diplomacy skills when dealing with patients/relatives who may be aggrieved or irate.
Desirable
- Knowledge and understanding of working with guidelines, policies and procedures.
- Knowledge of the importance of Health & Safety Regulations in the workplace.
- The ability to speak or learn Welsh to a satisfactory level.
- Ability to work to deadlines.
- Previous NHS experience.
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).
