Job responsibilities
Job Purpose
The post holder will be responsible for the
assessment of health and clinical needs, utilising professional clinical
judgement, supported by decision support software. This requires generalist and
specialist skills to assess and deliver care to patients across all age groups
in a contact centre environment.
The post holder will provide assessment,
medication advice, and health information supporting individuals to access the
appropriate level of care including advice to manage their symptoms at home.
Key Duties and Responsibilities
To use professional judgement at all times,
and with the support of clinical assessment software, provide skilled and
effective assessment of patients presenting clinical need, through telephone
consultation
To
bring together, analyze and critically evaluate a range of information during
the care process to provide accurate advice and health information to patients
in order to empower and enable them to act upon advice given
To
maintain an up to date awareness of current policies and utilise acquired
skills in mental health, child protection, medication enquiries and all other
aspects of general healthcare
To
liaise effectively between caller and third party in critical situations/areas
of concern e.g. child abuse, where information is not consistent or may be
disputed
To
identify and use information sources to support and underpin clinical
decision-making
To
recognise opportunities for providing health education during the consultation
process and to supply such information either in person or by referring to
appropriate health care professionals as required
To
use knowledge and competence in computer skills, in order to access drives,
databases, email and approved internet resources and to appraise sources of
information and their evidence base
To
refer to other clinical colleagues as necessary for advice, but to maintain
accountability and responsibility for decisions made in relation to clinical
calls
To
demonstrate the ability to remain focused on service delivery whilst dealing
with an unpredictable, diverse and challenging workload
To
adhere to and implement national and local policies and procedures and work
within the NMC Code of Professional Conduct and the Health and Care Professions
Council (HCPC)
To
act independently within the constraints of professional and organisational
policies and structures
To work
independently, taking responsibility and accountability for managing own workload,
risk assessment and risk management
To actively
participate in clinical supervision to facilitate personal and professional
development
To share and
utilise areas of practice with peers and non-clinical colleagues to inform and
enhance patient care
To maintain a
healthy and safe work environment for self and colleagues
To maintain a
working knowledge of emergency procedures and escalate issues affecting service
delivery as necessary
To inform
senior colleagues of any factors affecting delivery of the service as soon as
they arise
To participate
in the continuous quality improvement audit process to develop individual
performance and achieve against set delivery targets
To participate
in internal audits and support quality improvements to inform practice and
improve service delivery
Communication
To actively
communicate with other staff to assist service delivery
To actively
communicate with other service providers about patient care programs or plans
Reflect the
diversity of needs in the local healthcare community by utilising all available
resources to facilitate access to the service where there are barriers to
communication and understanding
To use
advanced listening, probing and facilitative skills across a diverse range of
calls, some of which can be highly challenging due to emotive circumstances or
caller aggression and to use complex communication skills to negotiate
(utilising language support services as necessary), and provide support to
callers who may be non-compliant with recommended outcomes, emotive, hostile
and or antagonistic
Education, Training & Development
To take
responsibility and plan for own personal development requirements to meet
individual education and developmental needs in line with service requirements
To support a
learning environment in which quality, performance and development can flourish
and to contribute on nursing development issues
To participate
in an annual development review (PDP) and with the line manager, identify areas
of need for professional development in order to meet service and personal
objectives
General duties and Responsibilities
Enhance own performance through continuously
developing own knowledge, skills and behaviours to meet the current and future
requirements of the job
Act within acceptable
parameters as an employee, having regard to the applicable Code of Conduct for
your role and ensuring own practice is in accordance with company policies
Maintain own CPD and contribute to own
personal development by participating in annual appraisal with line manager,
developing a PDP, and actively participating in agreed learning activities and
evaluating effectiveness of learning in relation to role
Regularly review own practices and makes
changes in accordance with current and/or best practice, makes suggestions for
improved practice and identifies where other activities affect own practice
To achieve and demonstrate agreed standards of
personal and professional development within agreed timescales
To contribute positively to the effectiveness
and efficiency of the teams in which he/she works
To contribute to a healthy, safe and secure
working environment by adhering to health and safety regulations, policies,
procedures and guidance. Take necessary action in relation to risks in the
workplace including supporting others to manage risks and reporting incidents
as necessary
To act
in ways that support equality and diversity and the rights of individuals,
ensuring own practice is in accordance with policies. Identify and take action
when own or others action undermines equality and diversity
To raise concerns around risk, malpractice or
wrongdoing at work, which may affect patients, staff or the organisation, at
the earliest reasonable opportunity
The post holder will be required to
adapt to and undertake different or new duties in line with professional and
service developments This Job Description is intended as a general guidance to
the duties and responsibilities of the post and is not, therefore,
exhaustive. It will be subject to
review, in light of changing circumstances and in consultation with the
post-holder
The role is subject to a DBS check
which 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).
