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About the Role

The Care Coordinator will be involved in coordinating patients' healthcare and directing them to the appropriate service to ensure they receive suitable care from health or social care providers. This role requires close collaboration with patients, clinicians, and various practice and PCN staff.

Responsibilities

• Support Quality and Outcome Frameworks, PCN and other LES and DES specifications.
• Maintain and develop engagement with appropriate DCM colleagues and encourage ‘best practice’.
• Act as the first port of call for patients in their caseload regarding their care.
• Support and manage clinical call and recall.
• Bring together all of a person’s identified care and support needs, and explore options to meet these into a single personalised care and support plan (PCSP).
• Work across DCM Primary Care to manage the needs of patients in Care Homes, supported accommodation or trying to remain living at home.
• Ensure all patients receive enhanced care in a timely fashion and manage the patient facing service.
• Support with performance/KPIs dashboards.
• Undertake audits for dashboards/KPIs.
• Support with any admin related tasks to the central team.
• Work as part of a multi-disciplinary team in a patient facing role to assess and respond to patients and colleagues using expert knowledge.
• Arrange assessment of new patients with subsequent production and completion of individual care plans by appropriate clinicians.
• Provide personalised support to individuals, their families and carers to empower them in managing their health and well-being.
• Undertake work in line with PCN directed priorities.
• Proactively identify and work with a cohort of people to support their personalised care requirements.
• Ensure regular and consistent communication with the referrer regarding patient progress and any complications or guidance.
• Support national screening and immunisation programmes and health checks/screening.
• Monitor referrals to ensure tasks are completed and care delivered by keeping in regular telephone contact.
• Direct liaison with multiple agencies to coordinate care for patients.
• Refer to social prescribing link workers or health coaches where a patient may benefit.
• Support patient/carer contact roles, and collate patient and carer feedback.
• Raise awareness of shared decision-making and decision support tools.
• Ensure people have good quality information to help them make choices about their care.
• Support people to understand their level of knowledge, skills and confidence when engaging with their health and wellbeing.
• Assist people to access self-management education courses, peer support or interventions.
• Explore and assist people to access personal health budgets where appropriate.
• Provide coordination and navigation for people and their carers across health and care services.
• Support the coordination and delivery of MDTs for their patient cohort.
• Process registering new patients, making up notes and entering their details on the computer system.
• Process new arrivals and deductions.
• Support with GP Links.
• Manage the generic inbox.
• Scan and code all clinical documents.
• Use the electronic filing system to complete filing.
• Deal with internal and external post.
• Complete admin tasks and support with AccuRx Total Triage.
• Undertake photo-copying and other basic office duties.
• Deal with queries for further information from hospitals or other local providers about patients.
• Assist in preparing and sending out practice correspondence.
• Ensure the system is operational at the beginning of each day, switched on to the answer phone with the correct tape at lunchtime and at the end of each day.
• Ensure prescriptions are handled accurately and efficiently following protocol.
• Monitor incoming electronic test results to ensure prompt review by clinicians.
• Data entry of new and temporary registrations and relevant patient information.
• Scan all patient information in computerised record.
• Deal with referrals to primary and secondary care.
• Action tasks set by clinicians via the clinical systems and email.
• Handle documents via clinical systems and practice protocols.
• Participate in practice audit as directed by the audit lead.
• Be flexible to cover shifts in the event of staff holidays and sickness.
• Provide lunch cover where needed.
• Undertake any other duties required by the needs of the practice and commensurate with the post.
• Act as a chaperone when required following mandatory training.
• Participate and contribute to team meetings and other meetings as required.
• Undertake training as required including mandatory and statutory training, core skills training and ongoing developmental training.
• Have knowledge of all Practice procedures.
• Work in accordance with written protocols.
• Participate in appraisal scheme.
• Present a positive image of the practice at all times.

Requirements

• Experience of working in a primary care setting.
• Clear understanding of child protection policy and procedures and commitment to the safeguarding of children and vulnerable adults.
• Flexibility to work outside of core office hours.
• Disclosure Barring Service (DBS) check.
• Access to own transport and ability to travel across the locality on a regular basis, including to visit people in their own home.

Skills

• Excellent communication skills (written and oral).
• Experience in use of the Patient Activation Measure (PAM).
• Good IT skills.
• Clear, polite telephone manner.
• Good knowledge of MS Office and Outlook.
• EMIS/SystmOne/Vision user skills.
• Effective time management (planning and organising).
• Ability to listen, empathise with people and provide person centred support in a non-judgemental way.
• Courteous, respectful and helpful at all times.
• Able to get along with people from all backgrounds and communities, respecting lifestyles and diversity.
• Commitment to reducing health inequalities and proactively working to reach people from all communities.
• Able to support people in a way that inspires trust and confidence, motivating others to reach their potential.
• Ability to use own initiative, discretion and sensitivity.
• Ability to work as a team member and autonomously.
• Good interpersonal skills.
• Problem solving and analytical skills.
• Ability to follow policy and procedure.
• Polite and confident.
• Flexible and cooperative.
• Motivated.
• Forward thinker.
• High levels of integrity and loyalty.
• Sensitive and empathetic in distressing situations.
• Ability to work under pressure.

Location

• DMC Chadwick Road Surgery, SE15 4PU
• Chadwick Road Surgery
• Crystal Palace Road Surgery

Work Type

• Full Time
• Onsite

Education Level

• The Care Coordinator is enrolled in, undertaking or qualified in appropriate training as set out by the personalised care framework.
• Passed training requirements as outlined by the Personalised Care Institute and fully understands the personalised care framework.

Salary/Compensations

• £26,000 - £27,000 / year

About the Company

• This practice is committed to supporting and promoting opportunities for staff to maintain their health, well-being and safety.
• This practice is committed to maintaining an outstanding confidential service.
• The effective use of training and development is fundamental in ensuring that all staff are equipped with the appropriate skills, knowledge, attitude and competences to perform their role.
• All staff are to recognise the significance of collaborative working. Teamwork is essential in multidisciplinary environments.
• Staff at DMC must adhere to the information contained within practice policies and regional directives, ensuring that protocols are adhered to at all times.

Equal Opportunity

• A good attitude and positive action towards Equality Diversity and Inclusion (EDI) create an environment where all individuals are able to achieve their full potential.
• Patients and their families have the right to be treated fairly and to be routinely involved in decisions about their treatment and care.
• Staff have the right to be treated fairly in recruitment and career progression.
• Staff can expect to work in an environment where diversity is valued, and equality of opportunity is promoted.