Care Co-ordination Service Assistant

Job description

Job responsibilities

Post: Care Co-ordination Service Assistant

Pay: £10.42 per hour - weekend and overnight enhancements apply

Hours: Part-time 16hrs per week. Permanent contract available. This is a 24/7 service, so flexibility within these hours will be required, to deliver service needs

Requirements: Administration, Typing and Telephone skills

Desirable: A knowledge of Urgent Care services

Reports to: Service Delivery Co-ordinators

Accountable to: System Deflections Lead

Base: Desk based role at Whitegate Drive, Blackpool, but may be required to visit and potentially work from any of the sites we deliver from.

To provide administration support to the Care Co-ordination Service.

To provide a fast, accurate and effective patient telephony service.

To provide administrative support to clinical staff

To undertake an intensive internally based training programme

To be able to use the relevant software in a safe, effective, and efficient manner and to undertake any other recognised training for development

To take, record and process information received, accurately and concisely, using nationally recognised software. Relevant information will need to be identified and logged as data on to a computer.

To use the telephone and remain empathetic, whilst gaining important information.

Accurate data input of special patient information such as end of life care and long-term health conditions

To work effectively under pressure in a calm and confident manner, whilst remaining sensitive to the caller and patients needs.

To undertake all relevant training consistent with the requirements of the post.

Accessing personal and confidential data

Always ensuring full patient confidentiality, adhering to Information Governance Policies

To undertake any clerical work, administrative, data inputting and any other duties relevant to FCMS (NW) Ltd activities, always following strict protocols and procedures.

To work with external organisations effectively including Trinity Hospice, North-West Ambulance Service, Blackpool Teaching Hospitals, GP Practices, and Blackpool, Fylde, and Wyre Neighbourhoods.

To provide clear and concise information to all patients and external agencies

To support, when necessary, the wider team, in fulfilling the duties of the System Deflections team

The post holder is expected to always carry out their duties in a highly courteous, sympathetic, and helpful manner

To attend any meetings as and when required

To assist the management team when required

To be flexible and work a variety of daytime, evening, weekend, overnight and bank holidays hours on rotation and, when required, to cover for holiday and sickness

To always adhere to FCMS Policies and Procedures

Physical Effort

Staff often remain seated, at one desk, for most of the working day

Mental Effort

Work pattern can be interrupted by the telephone or staff enquiries

Workload regularly re-assessed and prioritised to meet required deadlines

The working day can be varied, and, within minutes, this can include dealing with people who have

complex physical health needs, people who have called 999 because they believe they require an ambulance, a general enquiry regarding services, or a patient who cannot utilise mainstream primary healthcare due to historic behaviours. Other days may be quite monotonous and involve processing Care Co-ordination Notes, to ensure vulnerable patients are able to receive the best healthcare to meet their needs

Emotional Effort

Requirement for tact and diplomacy when dealing with queries from patients, relatives, staff and medical representatives

Supporting vulnerable patients and callers

Managing situations that can often be emotional, given the patients health status

Managing stressful situations i.e., workload and time pressures

Dealing with conflict, over a variety of issues

Ability to remain calm when other people are panicking or distressed

Information Systems:

Work with the IT support team, to ensure effective management of Information and Communications Technology within the service

Information Governance:

Understand the importance of Information Governance and maintain the IG Toolkit on an annual basis.

Maintain accurate and comprehensive statistical information, ensuring legal and local requirements are met.

Safeguarding

Staff are to report any safeguarding concerns to managers on site and follow usual processes if they become aware of any. Safeguarding is everyones responsibility.

Training and Support:

Identify own training needs and others and participate in relevant in-service education.

Ensure all mandatory training is undertaken and maintained

The post holder will be expected to attend any necessary courses that provide relevant training

Other duties are required:

This Job Description will be periodically reviewed in the light of developing work requirements. This is an evolving role and, therefore, these duties are not exhaustive. The role may change via discussion between the post-holder and line managers. The individual in post will be expected to contribute towards that revision.

GENERAL:

• To have responsibility for Health and Safety and Welfare of others in the working environment, to follow safe working practices and to always comply, with local Safety Policies and Procedures

• To observe national and local policies and procedures in respect of:

• Fire
• Data Protection Act
• Infection Control

The Service Lead may also ask for other duties to be carried out to the benefit of the organisation.

This post is subject to the Rehabilitation of Offenders Act (Exemption 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. This will require three forms of valid ID to be produced and verified. The onboarding process is also subject to an Occupational Health check, suitable professional references and eligibility to work in the UK (with the requirement to provide relevant documentation as evidence).

The organisation is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staffto share this commitment. You will be expected to fulfil your mandatory safeguarding training at the level applicable to this role.

Person Specification

Qualifications

Essential

• Experience in administration

Desirable

• Evidence of further study
• Educated to GCSE/O Level standard including English Language and Mathematics

Skills & Capabilities

Essential

• Information Governance understanding and awareness
• Effective communication skills, both verbal and written
• Sound working knowledge of Microsoft packages including, Word, Excel, and email
• Good literacy and numeracy skills.
• Excellent organisational skills.
• Ability to manage and prioritise own workload
• Ability to work under pressure, and remain calm and focussed

Desirable

• Administration qualifications

Personal Qualities

Essential

• Diplomatic/tactful and understand importance of confidentiality
• Able to demonstrate compassion and empathy
• Mature outlook
• Positive mental attitude
• Smart appearance
• Professional conduct
• Ability to work within a team and, at times, in isolation
• Openness to learn new skills and apply these within the role
• Non-judgemental

Experience

Essential

• Experience of working with IT systems
• Administrative experience
• Telephony experience
• Experience of working in an office environment

Desirable

• Experience of working within a healthcare setting, and knowledge around patients and individuals that are vulnerable in society
• Experience of Adastra and/or other clinical systems
• Experience of working with Clinicians

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

FCMS

Address

88 Whitegate Drive

Blackpool

FY3 9DA

Employer's website

http://www.fcms-nw.co.uk/ (Opens in a new tab)