Job responsibilities
Overview of Role:
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To provide administration support to the Care
Co-ordination Service.
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To provide a fast, accurate and effective patient
telephony service.
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To provide administrative support to clinical staff
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To undertake an intensive internally based training
programme
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To be able to use the relevant software in a safe,
effective, and efficient manner and to undertake any other recognised training
for development.
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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.
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To use the telephone and remain empathetic, whilst
gaining important information.
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Accurate data input of special patient information
such as end of life care and long-term health conditions.
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To work effectively under pressure in a calm and
confident manner, whilst remaining sensitive to the caller and patients needs.
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To undertake all relevant training consistent with the
requirements of the post.
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Accessing personal and confidential data
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Always ensuring full patient confidentiality, adhering
to Information Governance Policies
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To undertake any clerical work, administrative, data
inputting and any other duties relevant to FCMS (NW) Ltd activities, always
following strict protocols and procedures.
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To work with external organisations effectively
including Trinity Hospice, North-West Ambulance Service, Blackpool Teaching
Hospitals, GP Practices, and Blackpool, Fylde, and Wyre Neighbourhoods.
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To provide clear and concise information to all
patients and external agencies
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To support, when necessary, the wider team, in
fulfilling the duties of the System Deflections team
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The post holder is expected to always carry out their
duties in a highly courteous, sympathetic, and helpful manner.
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To attend any meetings as and when required
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To assist the management team when required
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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.
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To always adhere to FCMS Policies and Procedures
- Day to Day Duties to include, but not
exhausted:
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.
Disability
Confident Employer
As users of the disability
confident scheme, we guarantee to interview all disabled applicants who meet
the minimum criteria for the vacancy
DBS - 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). For Driver
positions you will also be required to undertake a Driver check.
The
organisation is committed to safeguarding and promoting the welfare of
children, young people and vulnerable adults and expects all staff to
share this commitment. You will be expected to fulfil your mandatory
safeguarding training at the level applicable to this role.
We reserve the right to close this
vacancy early if we receive sufficient applications for the role. Therefore, if
you are interested, please submit your application as early as possible.
