Part-Time Care Coordinator - Central Camden PCN

Job description

Job responsibilities

The following are the core responsibilities of the PCN Care Coordinator. There may, on occasion, be a requirement to carry out other tasks; this will be dependent upon factors such as workload and staffing levels.

Strategic

• Support the PCN with patient call/recall, appointment booking and proactive reminders via texts, telephone, and letters.
• Work with the PCN to identify and manage patient caseloads and support personalised care.
• Be the point of liaison for patients and carers/relatives, and interface with health and social care professionals.
• Provide coordination and navigation for patients and carers/relatives across health and care services, alongside other PCN staff and other primary care roles.
• Support the delivery of enhanced services and other PCN service requirements.
• Contribute to tackling inequalities in health and social care particularly regarding patients with long-term conditions.
• Run searches and reports using the clinical system, EMIS Web.
• Support the coordination of and manage the administrative functions of MDTs.
• Provide ad hoc support to the PCN team and clinical leads.
• Provide administrative support (i.e. DOCMAN, patient registrations) to PCN member practices as required.
• Prepare and produce reports, spreadsheets, and presentations as required.

Communication

• Provide face-to-face support to patients attending PCN practices and local community venues, including welcoming and checking in patients, responding to queries, and providing information and signposting to appropriate services.
• Respond to telephone and email enquiries, and patient call backs in a timely manner.
• Help patients to manage their care needs, answering their queries and supporting them to make and manage appointments.
• Follow-up with patients who do not attend appointments.
• Communicate effectively with patients and carers/relatives, recognising the need for alternative methods of communication to overcome different levels of understanding, cultural backgrounds, and preferred ways of communicating.
• Provide written or verbal information to patients and carers/relatives on behalf of clinicians and services.
• Record clear, accurate and contemporaneous notes, and coding in patients' medical records.
• Develop and maintain effective working relationships with internal and external stakeholders.
• Liaise with outside agencies and local community centres to help coordinate pathways of care for patients.
• Send out mail merges and bulk texts to patients for a number of campaigns, i.e., flu vaccinations, cancer screening.

• Obtain, collate, and evaluate patient feedback.

Quality Improvement

• Review the completeness and accuracy of data entered in clinical systems.
• Support the CHE / PCN team with data reconciliation.
• Perform data quality checks and correct any errors identified.

Key Relationships

• Internal PCN executive team, PCN clinical directors, PCN clinical leads, PCN member practices, PCN workforce, MDT members.
• External WNL ICB, Local providers (C&I, CNWL, RFL, LBC, UCLH), GP Federations, PCNs, PPGs, Suppliers.

Person Specification

Skills/Abilities

• Excellent communication (both oral and written) and interpersonal skills
• Ability to work under pressure in a busy working environment and ability to multi-task
• Ability to work as a member of a team
• Ability to work autonomously
• Ability to work collaboratively within a multi-disciplinary environment
• Attention to detail
• Ability to use own initiative to resolve problems
• Excellent time management skills with the ability to re-prioritise
• Excellent IT skills including Microsoft Office
• Good telephony and email skills
• Excellent organisational skills
• Ability to meet deadlines and work under pressure
• Experience providing advice/signposting to users
• Open to innovation and new ways of working

• Ability to provide motivational coaching to support behaviour change
• Experience or training in personalised care and support planning
• Understands good clinical and information governance
• Touch typing

Qualifications

• GCSE Maths and English
• Educated to A level / NVQ 3 level in a relevant subject or equivalent level of qualification or significant equivalent previous proven experience
• Evidence of continued professional development

• Educated to degree level in relevant subject or equivalent level qualification or significant experience of working at a similar level in specialist area
• ECDL qualification
• Additional language skills (e.g. Bengali)

Other requirements

• Ability to travel and work across various PCN practices and community venues, where applicable
• Ability to work flexibly to meet the needs of patients and the PCN
• Willingness to undergo further training and development as the role develops

Aptitudes

• Adaptability, flexibility, and ability to cope with uncertainty and change
• An ability to maintain confidentiality and trust
• Professional, calm, and efficient manner
• Commitment to continuing professional development
• Positive and flexible approach to work
• Willing to engage with, learn from and sustain relationships with health professionals and colleagues
• Self-motivated and proactive
• Sensitive to patients needs

Knowledge

• Basic knowledge of available local health services
• Appreciation of the relationship between NHS Bodies, including GP Practices, Federations, PCNs, ICBs and NHS England

• Good local knowledge of health landscape and population needs
• Understanding of local and national strategic priorities
• Understanding of local culture between practices and other providers

Experience

• Experience in creating and maintaining Excel spreadsheets, and databases
• Experience of administrative duties
• Experience in auditing
• Experience in dealing with sensitive and confidential information
• Knowledge/familiarity with medical terminology

• Experience of interacting with patients, clients or customers, both face-to-face and over the telephone
• Experience of working in the NHS, including either in Primary Care, or with close ties to Primary Care
• Experience in using EMIS Web and running EMIS Web searches and reports
• Experience in using Accurx, Surgery Connect and DOCMAN
• Experience of training in personalised care and support planning

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions 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.

Employer details

Employer name

Camden Health Evolution Ltd

Address

Workspace

60 Gray's Inn Road

London

WC1X 8LU

United Kingdom

Employer's website

https://www.camdenhealthevolution.nhs.uk/