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JOB TITLE: Care Coordination Service Assistant
HOURS: Full Time - 37 Hours - This is a 24/7 service, so flexibility within these hours will be required, to deliver the service needs.
SALARY: £12.45 per hour weekend and overnight enhancements apply
REQUIREMENTS: Administration, Typing and Telephone skills
DESIRABLE:A knowledge of Urgent Care services
REPORTS TO:CAS Operational Specialist
ACCOUNTABLE TO:CAS/OOH Operational Manager
BASE: Desk based role at Newfield House, Blackpool, but may be required to visit and potentially work from any of the sites we deliver from.
Overview of Role:
- 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
Our key expectations are:
Self-awareness Living authentically
Adaptability- Being ready to adjust depending on the situation
Openness What you see is what you get
Positivity with a real sense of being able to strive for the impossible
Generosity of spirit- Everyday should be an opportunity to act with kindness
Ability to have fun Taking the role seriously, whilst being yourself
Our Why: To nurture an environment of inspiration, innovation and disruption so this people in our world receive exceptional healthcare for this generation, and the next.
Values: Our organisational culture is very important to us, so it is vital that the successful candidate lives and breathes complimentary values and behaviours. Our behaviours should be in line with our values which form part of our Company DNA:
Fun: People rarely succeed unless they are having fun. Happiness is healthy!
Awesome: We arent here to be average, were here to be awesome!
Humble: Were here to make a difference to the lives of others, NOT to see how important we can become
Brave: We challenge the norm. We have the courage to get the difficult jobs done
Oompf: We have natural oompf! Its infectious!
Go-getting: We are intuitive to changing needs and respond quickly which we do with energy, ideas, and positivity
Come and be a part of our amazing team!
We offer NHS Pension
Cycle to Work Scheme
Career Development Opportunities
Attendance Bonus
Staff Benefit Scheme
Free Tea & Coffee
Eye Care Contributions
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
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.
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).
Person Specification
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.
Skills, Knowledge & Competencies -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
Qualifications -Desirable
Evidence of further study
Educated to GCSE/O Level standard including English Language and Mathematics
Equivalent training in administration.
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
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.
