Patient Flow Coordinator

Coventry and Warwickshire Partnership NHS Trust; West Midlands; On-site; GBP 25,000 - 35,000; Full time

Job summary

A regional healthcare provider in the West Midlands is seeking a dedicated individual to coordinate clinical interventions for children and young people within the RISE Service. In this role, you will support data management processes and participate in audits, while also addressing client queries with empathy and professionalism. Applicants should possess strong communication skills and a commitment to maintaining high standards of care. This position offers extensive ongoing training and development opportunities.

Benefits

Generous annual leave

Learning and development opportunities

Salary sacrifice schemes

Employee Assistance Programme discounts

Wellbeing support

Qualifications

• Experience in coordinating clinical interventions for children and young people.
• Ability to manage and respond to sensitive client interactions.
• Competence in maintaining accurate clinical records and documentation.

Responsibilities

• Coordinate delivery of clinical interventions within the RISE Service.
• Support data management processes and participate in audits.
• Respond to and manage telephone queries professionally.

Skills

Empathy

Communication

Data management

Team collaboration

Job description

Overview

The main responsibilities of this post are to coordinate the delivery of clinical interventions for children and young people and their families within the RISE Service. They will support data management processes to contribute to the development of services, improve clinical outcomes and contribute to clinical and service audits. This role will be based between Whitestone clinic and Highfield House, Nuneaton, with expectation to travel, and may involve travel across various CWPT sites as required.

Responsibilities

• Respond to telephone queries with families who may be anxious, distressed or aggressive in a professional manner, demonstrating empathy and sensitivity and maintaining appropriate boundaries to re-direct to senior staff.
• Respond to, record and report any adverse events or incidents relating to client care in a timely manner.
• Respond to unpleasant or distressing conditions or behaviour (e.g., verbal abuse, aggression) professionally, with empathy and sensitivity.
• Liaise with multi-disciplinary/multi-agency team and complete relevant forms and documentation to support referrals to the treatment waiting list under the supervision of the Patient Flow Manager.
• Participate in the signposting process, contacting appropriate resources to facilitate effective discharge.
• Maintain up-to-date written and/or electronic records and activity data in accordance with professional and Trust standards and policies.
• Support multi-disciplinary team meetings by preparing agendas, adding clinical notes to patient records and supporting patient flow onto the treatment waiting list.
• Ensure records around children and young people admitted to Tier 4 hospital are updated and support patient flow with regards to offered interventions.
• Communicate information as part of a multi-disciplinary/multi-agency team to provide a coordinated and effective service to clients and carers; manage assigned IT systems to communicate with families regarding service allocation.
• Communicate accurately and sensitively with clients and carers using appropriate media, considering factors such as background, culture, gender, age, and any disabilities; provide advice regarding assessment and intervention.
• Work within departmental standards, clinical pathways, protocols and policies; provide accurate data as required by team leads and service managers.
• Collaborate with the administrative team to manage clinical processes coherently and efficiently and support planning and provision of interventions with the multidisciplinary team.
• Complete outcome and screening tools as required; ensure discussion follow-ups in meetings and maintain confidentiality of patient and staff information.
• Actively participate in areas of development within best practice and governance relevant to the specialist area; comply with national and local policy guidance and legal frameworks relevant to the client group and carers.
• Participate in personal development review and take responsibility for own learning; adhere to CWPT policies and procedures; promote equal opportunities and a respectful working environment.
• Contribute to safeguarding of children and vulnerable adults in accordance with CWPT safeguarding policies and procedures; participate in mandatory training.
• Maintain good practice in equipment handling, storage and security; order equipment and resources as required by leadership.
• Maintain up-to-date clinical records for children and young people in line with CWPT policy and Data Protection Act 2018; use data systems for timely data collection and reporting; collate information to inform service review and development.
• Support in departmental audit/research activity and service development projects; identify service development needs and opportunities.
• Travel to community locations with the ability to carry therapeutic equipment as required; may encounter verbal or physical aggression from service users.

Benefits and Working Environment

• Generous annual leave entitlement which increases during your time with us
• Excellent learning and development opportunities, including apprenticeship frameworks, distance learning, internal training, coaching and mentoring, and more
• Salary sacrifice schemes for lease car/vehicle, Cycle to Work, home and electronics, gym membership and more
• Discounts with retailers, restaurants and entertainment venues through our Employee Assistance Programme and NHS discount schemes
• Wellbeing support, including an in-house counselling service, external helpline and more
• Staff networks and support groups

Equal Opportunities and Conduct

The Trust is an Equal Opportunities employer and staff are expected to promote this in all aspects of their work. The post holder is an ambassador for the Directorate and CWPT. Adhere to CWPT Health and Safety Policies and demonstrate commitment to equality and diversity at all times.

Other Duties

• The post holder will use a computer (stand-alone or networked) and be responsible for the quality of information; time spent on this work will vary.
• The Trust embraces Improving Working Lives principles and staff are expected to adhere to these standards.
• Annual performance appraisal and review of this job description; participate in setting objectives.
• Follow the Trust’s No Smoking Policy and Health & Safety policies to protect own and others’ safety in the workplace.
• Contribute to creating a respectful, valued and dignified working environment.

This job description is not exhaustive and may be amended in consultation with the post holder. It should be reviewed as part of the annual appraisal process and updated when major changes occur. Safeguarding Children & Vulnerable Adults, confidentiality, data protection, infection control and environmental responsibilities are integral to this role and the Trust’s policies and procedures.