care co ordinator

Job responsibilities

The purpose of the role is to help co-ordinate the care of our patients, focussed on working with different cohorts of patients as required by the surgeries and the network:

Working as part of our reception teams to improve accessibility for patients contacting the surgery, either via telephone or utilising online consulting platforms. Navigating patient care needs and providing administrative support to dealing with electronic consultation requests. Providing additional capacity to our reception teams at peak focus times to improve response times.

Working with our chronic disease management teams to arrange annual reviews for patients with specific health conditions, for example booking blood test appointments and nurse/GP/Pharmacist review appointments for patients with certain long term conditions like diabetes, heart failure, asthma and COPD.

Ensuring patients attend offered screening appointments, including cervical smears, breast mammograms and abdominal aortic aneurysm screening appointments, via invitation and reminders to take up the screening offering

Working with our pharmacy teams and clinical leads to improve the care of certain cohorts of patients, as targeted to be in need by those who commission the care we provide or identified by ourselves for example following up patients with previous high blood pressure readings or arranging monitoring blood test appointments for patients on certain medication.

Working with these cohorts will involve the following skills:

Answering telephone calls from patients and taking appropriate actions

Utilising online consulting platforms to communicate electronically with patients and liaising with clinicians

Liaising with clinicians and other team members as required

Inputting data into the electronic clinical record system all practices use SystmOne

Management of emails via nhs.net

Working with lists of patients as identified via searches on the clinical system to issue invitations for appointments where appropriate, via telephone, text invitation and written form where required

Following up patients who do not respond to initial invitations to appointments

Prioritising work flows depending on need of the individual surgery and patient cohorts that are being worked with

Maintaining absolute confidentiality at all times in relation to patient, carer and family information and other data that you may come across as part of the role

Following all applicable health and safety and fire regulations in practice buildings at all times

Ensure data protection regulations are followed at all times

Attend any training event as directed by practices or the network as required

Communicate effectively with patients and colleagues across in person, telephonic and electronic written communication scenarios

Other Duties

• Attend suitable courses as directed by the practice or network to enhance your skills either on site or external
• Attend all monthly training events as directed by the Practice Manager
• Demonstrate duties to new staff or less experienced staff
• Use own initiative and resourcefulness to resolve problems which occur as part of day to day duties. Locating and providing appropriate patient documentation and helping to resolve minor problems.

Confidentiality

• In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately
• In the performance of the duties outlined in this job description, the post-holder may have access to confidential information relating to patients and their carers, practice staff and other healthcare workers. They may also have access to information relating to the practice as a business organisation. All such information from any source is to be regarded as strictly confidential
• Information relating to patients, carers, colleagues, other healthcare workers or the business of the practice may only be divulged to authorised persons in accordance with the practice policies and procedures relating to confidentiality and the protection of personal and sensitive data

Health & Safety

The post-holder will assist in promoting and maintaining their own and others health, safety and security as defined in the practice Health & Safety policy, the practice Health & Safety manual, and the practice Infection Control policy and published procedures. This will include:

• Using personal security systems within the workplace according to practice guidelines
• Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks
• Making effective use of training to update knowledge and skills
• Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards
• Actively reporting of health and safety hazards and infection hazards immediately when recognised
• Keeping own work areas and general / patient areas generally clean, assisting in the maintenance of general standards of cleanliness consistent with the scope of the job holders role
• Reporting potential risks identified
• Demonstrate due regard for safeguarding and promoting the welfare of children.

Equality and Diversity

The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:

• Acting in a way that recognizes the importance of peoples rights, interpreting them in a way that is consistent with practice procedures and policies, and current legislation
• Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues
• Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.

Personal/Professional Development

The post-holder will participate in any training programme implemented by the practice as part of this employment, such training to include:

• Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development
• Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work

Quality

The post-holder will strive to maintain quality within the ...