Care Coordinator

Bexley Health Neighbourhood Care CIC; Greater London; On-site; GBP 25,000 - 35,000; Full time

Job summary

A community healthcare organization in Greater London is seeking a dedicated full-time Administrator (Care Coordinator) to enhance patient care coordination. The successful candidate will manage administrative tasks, support patient services, and collaborate with primary care teams to facilitate timely care access. Candidates should possess excellent communication skills and experience in a healthcare environment. This role offers an opportunity to contribute significantly to improving the quality of healthcare services in the Bexley area.

Benefits

Professional development opportunities

Supportive work environment

Qualifications

• Minimum of 1 year care coordination experience.
• Experience in public/patient environments.
• Knowledge of coordination and development systems.

Responsibilities

• Support Clinical Directors and manage patient caseload.
• Assist in the delivery of healthcare services.
• Document and process patient information accurately.

Skills

Excellent communication skills

Interpersonal skills

Attention to detail

Ability to use IT systems

Empathy and calmness under pressure

Education

Diploma or equivalent experience

Tools

IT software

Job description

An exciting opportunity has arisen for a full-time Administrator (CareCoordinator) to join our multi-disciplinary team working at Plas MeddygSurgery, APL PCN. You will play a key role in ensuring all patients receive thebest possible care and service.

The role plays a pivotal part in the vision of creating a widercommunity service and improving the quality of seamless coordinated care thatenables MDTs to advance in their ways of working and ultimately contribute tothe effectiveness of patient care provided.

The Care Coordinator supports the Practice and other key stakeholders incoordinating all activity including access to services, advice and information,and ensuring health and care planning is timely, efficient andpatient-centered.

Working closely with other key members of the MDT building trustingrelationships and enhancing collaborative working.

The role is offered on a full time basis.

Main duties of the job

The Care Coordinator will work with GPs and other primary careprofessionals within the PCN to identify and manage a caseload of patients.

Your mainresponsibilities will be assisting the surgery by undertaking a range ofadministrative duties to support patients. The post-holder will provide a caring and efficient service topatients and the practice staff.

Assisting with scanning, coding and work-flowingof patient documents.

Monitor the surgery's generic emailaccounts and triage requests, providing advice, information, and updatingpatients medical records.

Support the practice with oversight ofthe NHS's Quality and Outcomes Framework.

Support the production and implementation of new working processes within the practice.

Make appropriate use of technology toproduce reports and other documentation.

To undertake ad-hoc work related to theperformance of the practice under the guidance.

Assist patients and MedicalSecretaries with queries regarding patient referrals.

Support the production of patientinformation leaflets, posters and website updates.

Support the coordination and delivery of team meetings.

Support, contribute andparticipate in internal and external inspections.

Provide occasional cover to teams such as the Medical Secretaries, Administration and Reception whenrequired.

Assisting patients with their onlineaccess.

Administering requests for reports.

Adhere to Organisational policies andprocedures.

Represent the Organisation positively and professionally at all times.

About us

Bexley Health Neighbourhood Care (BHNC) is a GP Federation supporting the 20 Bexley Practices / 4 PCNs, Erith Hospital and Queen Marys Urgent Treatment Centre who are working collaboratively to enhance the health and wellbeing of Bexley residents, covering over 260,000 patients.

Organisational Values / Objectives

• The goals of BHNC are to work strategically with all Bexley Primary Care Networks (PCNs), to help secure the best services for patients whilst working together, to support the member practices in the challenges of a changing NHS.
• Bexley Health Neighbourhood Care (BHNC) aims to improve the morale of PCNs / general practice in Bexley, by sharing expertise, services and supporting its workforce. BHNC will make a positive impact on medical services in Bexley, by working closely with the CCG, local NHS trusts, local providers and patient groups, to improve the delivery of healthcare to the local population.

Safeguarding Statement:

At Bexley Health Neighbourhood Care (BHNC), we are committed to safeguarding and promoting the welfare of all children, young people, and vulnerable adults involved in our activities.

We believe that everyone has the right to be safe and protected from harm and we take our responsibility to safeguard seriously. (see attached full BHNC Safeguarding Statement.)

Job responsibilities

Job Description

Job Title:PCN Care Coordinator

Level:4

Job Family:Community Liaison

Hours:37.5 (full-time)

Employment Type:Permanent

Accountable and Responsible to:Practice Manager

1.1 Job Summary

Working as part of a Multi-Disciplinary Team (MDT), the job holder will play a key role in progressing the Primary Care Network (PCN) vision of creating a new wider Community Service, enhancing existing care models in a collaborative way across the PCNs within Bexley.

This role plays a pivotal part in improving the quality of seamless coordinated care across the PCN, which enables MDTs to advance in their ways of working and ultimately contributes to the effectiveness of patient care provided.

As a Care Coordinator the job holder will work closely with the practices and the MDT, as a pivotal role for ensuring all patients across the locality receive the best possible care and service. This role will support the Clinical Directors and other key stakeholders in coordinating all activity including access to services, advice and information, and ensuring health and care planning is timely, efficient and patient-centred.

The job holder will assist in the advancing of digitalisation of systems and networks to enhance the flow and accessibility of data and information to ensure the seamless coordination of the patients journey through primary care.

Working closely with the Social Prescribing Link Worker, Health and Wellbeing Coaches and other key members of the MDT to build trusting relationships with the GP surgeries within their PCN, creating coordinated patient care, enabling the individual to receive timely access to facilities.

Training and professional support will be provided for the job holder, building on existing skills and experience, through continuous development and utilising a professional development plan, as set out by the job holder and their appraiser.

1.2 Key Working Relationships

Key relationships include but are not limited to:

• Patients, service users and their representatives,
• PCN Clinical Directors, Commissioners and Local Partners,
• MDTs
• Hospital staff
• GP practice staff Locality Managers within the PCN,
• Key stakeholders in voluntary sector organisations,
• Overall PCN and GP practice workforce

1.3 Key Responsibilities

Clinical and Patient Client Care

To work with GPs and other primary care professionals within the PCN to identify and manage a caseload of patients.

To support Clinical Directors and other key stakeholders in the successful delivery and implementation of the Directed Enhanced Service (DES).

To work closely and in partnership with the Social Prescribing Link Workers and Health and Wellbeing Coaches, supporting patients to utilise decision aids, help create single personalised care and support plans, in line with best practice.

To help patients manage their needs through proactively responding to queries, making and managing appointments, other interventions that progress the patients care journey, holistically bringing together all of a persons identified care and support needs, and explore options to meet these within a single Personalised Care and Support Plan (PCSP), in line with PCSP best practice, based on what matters to the person.

Modify and adapt working practices to meet the needs of the patient, where appropriate, providing coordination and navigation through the aid of digital tools for patients and their carers across the health and care services.

Work as an effective member of a multi-professional team, giving support to non-registered staff as required, without assuming supervision, education or line management role.

Complete documentation (including electronic patient records where used) as per PCN guidelines and Information Governance (IG) requirements, e.g. Data Protection.

Support the production and implementation of new working processes within the practice to optimise the quality of prescribing and patient care.

To support the overall effectiveness of exemplary coordination and delivery of the MDTs within the PCN.

Make appropriate use of equipment, technology (including software) which you are trained on, producing reports and other documentation as required, utilising the population health intelligence to proactively identify and work with a cohort of patients to deliver personalised care.

Actively work toward developing and maintaining effective working relationships both within and outside the PCN.

Foster and maintain strong links with all services across the PCN and neighbouring networks.

Support collaborative working and take opportunities to initiate and sustain key working relationships with stakeholders as needed for the collective benefit of patients, both within PCN and with external networks across Bexley.

To have full knowledge of budgets, financial procedures, ensuring senior and peer colleagues are aware of the cost implications of any areas of non‑compliance.

Manage resources required for key duties within the scope of the role, ensuring value for money at all times and maintain budget management responsibility allocated to the job holder in line with the scheme of delegation, develop, where required, cost‑benefit analysis for spending and initiatives.

Assist people to access self‑management education courses, peer support or interventions that support them in their health and wellbeing and increase their activation level, exploring and assisting people to access personal health budgets where appropriate.

Research & Development

Support the production of patient information leaflets and posters, providing advice and recommendations for projects and business change initiatives where appropriate, and ensuring that people have good quality written or verbal information to help them make choices about their care.

Supports public health campaigns, providing specialist knowledge on public health programmes available to the general public.

Support people to understand their level of knowledge, skills and confidence (their Activation level) when engaging with their health and wellbeing, including through the use of the Patient Activation Measure.

Participate in continuing professional development, education, and training to keep up to date with evidence based knowledge and competence in all aspects of the role, for Continuing Professional Development (CPD) and a Personal Development Plan (PDP).

Adhere to organisational policies and procedures, including confidentiality, safeguarding, lone working, information governance, and health and safety.

Explore the potential for collaborative working and take opportunities to initiate and sustain key working relationships with stakeholders as needed for the collective benefit of patients.

Contribute to, and actively demonstrate the BHNC and PCN visions, aims and business objectives.

Policy & Service Development

Adhere to information governance policy requirements within the PCN.

Provides information to support the completion of audits where required.

Proactively provide feedback to you manager when patient care and service provision is impacted by changes to the PCNs policies, either negative or positive, to support the continual development of the PCN.

Feedback to your manager (or appropriate policy/service Lead) if you see a need or area of development within policies or service provision while carrying out your role.

Support the PCN management team in reviewing and developing organisational and Practice policies to ensure compliance, advising where improvements can be made.

Contribute to newsletters or bulletins where required, offering insights to the care coordinator role and activities.

Participate in multi-disciplinary protocol development as appropriate.

Support, contribute to and participate in internal and external organisational inspections.

Professional & Organisational Standards

Maintain confidentiality at all times.

Represent the organisation positively and professionally, behaving as an ambassador for the PCN by displaying the organisations values and levels of expected professionalism at all times.

Take responsibility for supporting own development (particularly in relation to the training as set out in the Personalised Care Institute), learning and performance including participating in non-clinical supervision and acting as a positive role model for others.

Work within policies regarding family violence, vulnerable children and adults, substance abuse and addictive behaviour, and makes referrals as appropriate for safeguarding.

Actively support the implementation of national strategies and policies into local implementation strategies that are aligned to the values and culture of general practice, promoting them throughout the PCN.

Adheres to and proactively promotes Infection Control standards and complies with Health & Safety, Corporate, Clinical and Information Governance.

Have an awareness of cohorts of patients at high risk, which may include risks that are patient related, medicine related, or both, and know how to mitigate and reduce risks accordingly.

Set up and manage systems to ensure continuity of services to patients.

Person Specification

Experience

• Experience in dealing with a diverse range of people in a public/patient environment.
• Experience in demonstrating a good level of professionalism, responsibility and accountability.
• Demonstrable experience of being able to remain calm under pressure and showing empathy in stressful situations.
• Experience of partnership/collaborative working and of building relationships across a variety of organisations/
• Knowledge of IT systems, including ability to use word processing systems and software, emails, and the internet to create simple plans and reports.
• Minimum of 1 years care coordination experience.
• Experience of coordination and development of a range of systems and processes in relevant organisational settings.
• Able to analyse and interpret care plans and needs assessments.
• Experience of working effectively within a multidisciplinary team.
• Awareness of systems to support the management of patients in a primary care setting.

Skills and Abilities

• Excellent communication skills, with the ability to select, adjust and use appropriate forms of verbal and non-verbal communication with patients and professional colleagues.
• Excellent interpersonal skills, with the ability to establish and maintain effective relationships with others.
• Able to appropriately build relationships to gain the cooperation of relevant stakeholders (including patients, senior and peer colleagues, and other professionals).
• Able to communicate with patients, relatives, colleagues, other health professionals and stakeholders in a calm, caring and professional manner, treating them with dignity and respect at all times.
• Ability to assess a professional situation, determine the nature and severity of the problem and utilise knowledge and experience to deal with the problem.
• Excellent attention to accuracy and detail within administrative tasks.
• Can demonstrate a flexible approach to meet service needs and adapt to cope with uncertainty and change.
• Excellent time keeping skills and able to work effectively under pressure.
• Exceptional ability to effectively manage, plan and coordinate multiple activities, overcoming barriers and issues that would prevent seamless coordination of activities.
• Adaptable, self-motivated and able to work flexibly and enthusiastically as part of an integrated multi-skilled team, or on own initiative.
• Is able to recognise personal limitations and refer to more appropriate colleague(s) when necessary, and take accountability for own development needs.
• Commitment to reducing health inequalities and proactively working to reach people from all communities.
• Embraces equality, diversity and inclusivity at every opportunity and the NHS core principles; dignity and respect, compassion, be included, responsive care and support and wellbeing.
• Knowledge of and ability to work to policies and procedures, including confidentiality, safeguarding, lone working, information governance and health and safety.
• Able to identify anxiety and stress in patients, carers, relatives and others, recognising the potential impact on communication.
• Can demonstrate good influencing and negotiation skills, empathy and reassurance.
• Able to identify and raise risk management issues according to policy/protocol.
• Recognise that they are responsible for decisions made and recognises when to refer patient care to more suitable care providers.
• Recognises priorities when problem solving, identifying deviations from normal patterns, and is able to refer these where required for resolution.
• Can demonstrate the ability to work in a busy environment dealing with urgent and important tasks whilst also supporting others.

Qualifications

• Must have right to work in the UK
• Evidence of continuing professional development.
• Demonstrates a continued commitment to improve skills and the ability to work in new areas.
• Educated to diploma level, or equivalent experience,
• Safeguarding and other statutory and mandatory training.

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.