Care Coordinator- eHub inLondon inLondon PUBLISHED 28 APR 2024

Na Key Tasks And Responsibilities

• To provide secondary care referral management and appointment booking for practices signed up to the service. Any practices that have opted out, referrals will need to be rejected back with advice on referral pathway for the practice
• To provide referral management and appointment booking for community based services including Dermatology and Cardiology
• To develop and maintain a knowledge of service pathways and criteria
• To enable the impact of the service to be assessed and to inform the improvement of other local services by keeping electronic records of all referrals and interventions
• To provide admin support for incoming eConsults
• To manage relevant admin related eConsults, including contacting the patient
• To redirected other eConsults to the relevant team
• To contact patients by SMS, telephone, email to update them on their eConsult
• To enable the impact of the service to be assessed and to inform the improvement of other the services by keeping accurate electronic records
• Reviewing and processing referrals received from GP Practices
• Actively call patients with a view to assisting them through the process and making their onward appointments into community or secondary care service providers
• Ensure sufficient phone cover is available for all services and also monitor service inboxes during core office hours, responding to any queries professionally providing helpful information
• Booking of appointments for appropriate referrals
• Dealing appropriately with any booking or change request calls (or other correspondence), i.e. alteration of appointment booking or change of demographic details, this will also include supporting patients with booking their secondary care appointments online
• Maintain records of all activities carried out, i.e. outbound calls, calls received, archiving any received correspondence
• Provide clinical and non-clinical information in appropriate chronological templates to other services. Regarding both onward referrals to secondary care services to allow patients to make an informed choice regarding their service provider
• Actively answer telephone calls and deal with queries in a sensitive and timely way liaising with clinical or managerial staff as is appropriate
• Ensure any messages/voicemails are dealt with appropriately and in a timely way
• Monitor and action tasks within SystmOne
• Provide support with crosschecks and service reports; distribute any incoming mail or faxes as appropriate
• Workflow eConsults into patient records on SystmOne across a number of GP Practices
• Reviewing and processing eConsults received across a number of GP Practices
• Actively call patients to resolve relevant admin requests
• Redirect eConsults to relevant team (registered practice, Clinical Pharmacist, etc.)
• Contacting patients by SMS, phone, email, to update them on their eConsult
• Maintain records of all activities carried out, i.e. eConsults received, coding of outcome and other relevant fields in the SystmOne template
• To maintain and develop effective communication across the team
• Proactively engage in development of the eHub
• Other administrative tasks as required
• Any other administrative tasks as required
• Provide administrative support to Healthcare Central London
• Take part in Healthcare Central London events and activities where applicable, and in consultation with their line manager
  
  
  

PERSON SPECIFICATION



Skills And Knowledge

• Computer literate, able to use email, the internet and web searches as standard applications and databases
• Excellent communication skills, both verbal and written
• Numerate and literate, able to supply reports as required
• Has, or can show capacity to develop, a good knowledge of primary care and local services
• Knowledge of personalisation and public health agendas, including the Digital First Primary Care programme
• Multi-tasking utilising IT (SystmOne), email, telephone systems & having excellent attention to detail
  
  
  

Experience

• At least 1 years' experience of working in a customer service orientated environment
• Experience of working in Primary Care
• Excellent SystmOne skills
  
  
  

Personal Attributes:

• This requires someone with a mature outlook, with a willingness to learn and work as part of team as well autonomously
• Participate in any training programme implemented by the organisation as part of this employment
• Solution focused and able to work to service specifications and targets
• Ability to deal with challenging and vulnerable people and having the emotional resilience to manage difficult and upsetting conversations where necessary
• Tactful and diplomatic, able to build rapport with people from a wide range of backgrounds
• Works in a systemised, process driven way, able to handle and manage a high level of volume of tasks and information
  
  

Care Coordinators will be contactable by phone and email during the core opening hours of the services. The services will mirror practice opening hours which are 8.00am to 6.30pm and you will eventually be required to work your contracted hours within these times. Where practices are open at weekends, there may also be a requirement to work some of your contracted hours at your contracted rate of pay at the weekend.


The above list of job duties is not exclusive or exhaustive and the post holder will be required to undertake such tasks as may reasonably be expected within the scope and grading of the post.



KEY WORKING RELATIONSHIPS


The post holder will be required to:

• Maintain constructive relationships with a broad range of internal and external stakeholders, including:
• General Practice
• Central London CCG
• Participate in relevant internal and external working groups/projects, services, and initiatives which develop the role and the service within Central London
  
  
  

Benefits


NHS Pension

Modern office

Hybrid working

Free tea/coffee etc.