Bank Clinical Co-ordinator

Job responsibilities

Job Purpose

This role involves liaising with healthcare professionals, patients, families and carers as a first point of contact in often distressing circumstances and coordinating referrals to hospice services using a telephone network supported by the System One computerized system.

This includes handling sensitive and confidential information to direct the call to the relevant team. Information taken is accurately recorded and relayed to the relevant Health Care Professionals.

Responsibilities

• Act as first line contact for patients/carers.
• To respond to telephone calls and messages from patients, carer and relatives in a sensitive, compassionate and courteous manner, ensuring that messages are promptly relayed to the most appropriate person or service.
• Often first point of call following the death of a patient. Speaking directly with bereaved relatives/friends and arranging for a GP to verify the death of the patient.
• To liaise with internal and external Health Care Professionals in processing referrals and answering general enquiries regarding access and referrals to the service.
• To contact GP surgeries and request relevant information as needed and ensure that this is attached to System One and the relevant team informed. This includes use of the Musgrove Park Hospital E-Pro system to chase documents. This can involve contacting the acute hospitals. Also use of Rio and Sider systems.
• Point of contact for enquiries in Reception. Our duty is to speak with the person to ascertain how best they can be helped and pass them on to the relevant team.
• To develop and maintain effective working relationships with other team members.
• Escalation to on call manager or line manager in emergent circumstances
• Follow all policy and procedures set by St Margarets hospice care governance.

Administration

• To respond promptly, efficiently, and professionally to all types of referrals to the service, dealing with interruptions to planned tasks, and re-prioritising own workload at short notice. This requires excellent organisation and ability to multi-task under pressure.
• To co-ordinate and prioritise patient referrals requiring the use of independent judgement and exercising initiative whilst operating within procedural guidelines.
• To record and maintain deaths and discharges on the System One database system promptly and accurately.
• Management of in-patient hospice requests to Taunton Hospice. This involves booking ambulatory transport (often urgent) within strict timescales and liaising with doctors/ward clerks/patients/hospitals.
• Management of the bed state, whilst liaising with ward clerks to ensure patients are accurately added to the in-patient waiting lists.
• To provide administration support to the wider multi-disciplinary team for the efficient running of the service, including typing of correspondence and documents, filing, photocopying and distribution.
• Send urgent supporting documentation via encrypted email/ NHS account to outside agencies. This may include District nursing, financial support, or Continuing Health Care referrals for example.
• Assisting the community team with the application of referrals to external agencies in relation to care direct, fast track CHC, end of life register, attendance allowance and piper line applications.
• To scan documents and care plans on to System One and other databases as requested by other clinical staff.
• To be fully conversant with the System One record software and where appropriate enter and update information onto the system, notifying clinical staff as appropriate.

Systems / Programs

Record all referral data accurately on a spreadsheet and communicate with Clinician of the Day as to whether the referral is accepted or not. Ensure follow-up action is taken to complete the referral including contacting the relevant team.

Training / Induction

• Assist with induction of new starters as part of their training- Communicating with them how the central referral centre works and what we do as a team.
• To Meet and Greet visitors as needed.

Person Specification

Education and Qualifications

Essential

• Educated to GCSE (grade A-C) or equivalent with a good command of the English language and numeracy skills

Desirable

• Willingness to undertake any courses offered in order to improve knowledge of work of Hospice

Self Awareness

Essential

• Recent office experience in a busy environment
• Excellent computer skills and good knowledge of Microsoft office software packages, email and the internet
• Knowledge of simple statistical techniques

Desirable

• Previous experience working in health/social care experience
• Experience of taking minutes at meetings
• Experience of accurate data input

Working with others

Essential

• Excellent communication skills, both verbal and written
• Good interpersonal skills, including negotiation and persuasion
• Shows empathy and presents a calm, caring, courteous and compassionate manner
• Discrete and aware at all times of confidential nature of work
• Deal with routine information requiring tact or persuasive skills
• Able to communicate with a wide range of people including the Multi-Disciplinary Team, District Nurses, CPCNS, patients and distressed relatives

Outcome and Results

Essential

• Ability to prioritise and organise own workload
• Ability to work well under pressure
• Ability to work independently and as ...