Care Coordinator

at  JonDavidson

JOB BRIEF

As a Senior Assistant Manager, you are responsible for the day-to-day operations of the Care and Call Centre (CareHub), which includes the management of the team of Call Centre Officer (CCOs) and administrative staff, to meet CareHubs service standards, key performance indicators (KPIs) and deliver a positive customer experience for residents and community partners who reach in to CareHub for support to age well in the community.
You shall conceptualise and translate developmental plans of CareHubs functions and IT requirements/systems into actionable milestones, workflows and SOPs while working collaboratively with the team and stakeholders to make plans a reality dovetailed to implementation timeline, organisations strategies, priorities and nationals directives.
You shall be responsible to ensure service standards and KPIs are consistently monitored, reported with areas of improvements identified and actioned timely to drive the achievement of CareHubs service standards and KPIs with risks mitigated and managed appropriately. In addition, you are responsible for the training and knowledge function of CareHub to support the Call Centre Officers to be competent in their job and able to handle cases in a professional and timely manner.
You shall drive collaborative conversations and partnerships with stakeholders and community partners to develop and implement/review CareHubs functions and initiatives which improve outcomes in tandem with the wider community ecosystem. You will need to be passionate about service and innovation as you will be a vital driving force who will support the development of CareHub and shape the teams positive and service oriented culture.
You will have the opportunity to be exposed to other functions / roles in the division if you have the capability to take on concurrent roles.

QUALIFICATION REQUIRED AND AREA OF DISCIPLINE

• Good bachelors degree in any discipline.

REQUIRED COMPETENCIES AND CAPABILITIES (SKILLS, EXPERIENCES AND PROFESSIONAL LICENCES)

• Preferably with at least 4 years of relevant Contact Centre / healthcare and operations related experience
• Possess leadership skills with experience in managing team(s) and ability to motivate staff to perform
• Experienced in project management and working collaboratively with stakeholders at all levels to successfully deliver outcomes / meet project milestones
• Highly adaptable and responds with resilience when faced with multiple demands, shifting priorities and ambiguity
• Highly independent, self-motivated, and collaborative in team setting
• Good analytical and organization skills with attention to details
• Excellent interpersonal, communication, presentation, writing and problem solving skills
• Ability to analyse complex issues, identify and communicate potential solutions to get buy-in
• Ability to interpret data and derive insights to drive outcomes
• Positive attitude with a customer experience mindset
• Lead with a Quality improvement (QI) mindset to ensure standards are relevant, maintained and CareHub is constantly innovating to be better
• Proficiency with data visualisation / processing and Microsoft suite of applications (eg. Excel, Powerpoint, Word)
  The Care Manager supports and works within Alexandra Hospital, and collaborates with patients care team, community service providers, government agencies, and multi-disciplinary hospital and healthcare teams to provide coordination and continuity of patient care across the healthcare continuum; to support patients and their family members in navigating their healthcare journey with Alexandra Hospital within the Queenstown community.

REQUIREMENTS

Degree or equivalent professional qualifications in Nursing, Social Work or Allied Health profession.
3 5 years of experience in healthcare settings is preferred.
Knowledge in geriatric and community care will be an advantage.
Strong team-player, with natural ability to interact with healthcare staff and community partners of all levels.
Organised, analytical, able to fit different pieces of the puzzle together.
Pleasant disposition, approachable, with strong interpersonal and relational skills.
Good verbal and written communication skills. Ability to use local languages and dialects will be an advantage, especially coupled with experience interacting with and managing patients and caregivers.
Independent worker, with strong initiative.
Comfortable with ambiguity, unchartered territory, enjoy challenges and problem solving. Enjoys continuous improvements and embrace changes to actualize new initiatives.
Equipped with basic computer skills in MS Words, Excel and PowerPoint

Key accountabilities but not limited to:

• Plan and manage the day-to-day operations of the CareHub in line with CareHubs service standards, key performance indicators (KPIs), developmental plans and organisations policies
• Drive the implementation of CareHubs functions and IT systems through monitoring and tracking of timelines, translating plans and requirements into actionable workflows, development/review of SOPs to working collaboratively with stakeholders, vendors and users to propose go-forward solutions to meet implementation timeline
• Spearhead collaborative conversations and change management internally and with stakeholders to further develop CareHubs functions and facilitate adoption of new/improved workflows and SOPs
• Lead in the continuous development and implementation of projects and quality initiatives to enhance operational effectiveness and efficiency with a focus on providing a positive customer experience in line with CareHubs standards and KPIs.
• Support in the management of team to deliver on CareHubs service standards, KPIs and adherence to national and organisations policies eg. data protection and management
• Risk management incorporated in workflows and SOPs
• Responsible for the knowledge and training function of CareHub which includes the set-up of a formal training structure to ensure that Call Centre Officers are competent and trained in the most efficient and timely manner supported by a relevant knowledge management system
• Forecasting and management of budget to support the plans and operations of CareHub
• Monitor, measure and report on CareHubs deliverables and KPIs to stakeholders and management in a concise and timely manner
• Utilise data driven approach to identify opportunities and forecast growth areas / trends to further develop CareHub
• Drive the innovation of CareHub through keeping abreast of the current issues impacting the healthcare industry and conduct periodic scanning for new ways and modes which CareHub could better support our residents and partners

RESPONSIBILITIES

Key accountabilities but not limited to:

• Plan and manage the day-to-day operations of the CareHub in line with CareHubs service standards, key performance indicators (KPIs), developmental plans and organisations policies
• Drive the implementation of CareHubs functions and IT systems through monitoring and tracking of timelines, translating plans and requirements into actionable workflows, development/review of SOPs to working collaboratively with stakeholders, vendors and users to propose go-forward solutions to meet implementation timeline
• Spearhead collaborative conversations and change management internally and with stakeholders to further develop CareHubs functions and facilitate adoption of new/improved workflows and SOPs
• Lead in the continuous development and implementation of projects and quality initiatives to enhance operational effectiveness and efficiency with a focus on providing a positive customer experience in line with CareHubs standards and KPIs.
• Support in the management of team to deliver on CareHubs service standards, KPIs and adherence to national and organisations policies eg. data protection and management
• Risk management incorporated in workflows and SOPs
• Responsible for the knowledge and training function of CareHub which includes the set-up of a formal training structure to ensure that Call Centre Officers are competent and trained in the most efficient and timely manner supported by a relevant knowledge management system
• Forecasting and management of budget to support the plans and operations of CareHub
• Monitor, measure and report on CareHubs deliverables and KPIs to stakeholders and management in a concise and timely manner
• Utilise data driven approach to identify opportunities and forecast growth areas / trends to further develop CareHub
• Drive the innovation of CareHub through keeping abreast of the current issues impacting the healthcare industry and conduct periodic scanning for new ways and modes which CareHub could better support our residents and partners.

RESPONSIBILITIES

You will be responsible for the following:
Assess and identify potential care gap or red flag that inhibits smooth transition from hospital to home and community.
Triage and assess patient’s medical-nursing, psycho-social, functional status and daily activity needs; as well as their existing support system availability upon enrolment into programme.
Synthesize assessment information to prioritize care needs and develop care plan and goals together with patient and/ or family/caregiver; with discussion with patients care team as well as community partners involved( if any).
Initiate conversation and discussion with patient, if required, to understand their available social care support system in order to identify potential care gap post-discharge/ post clinic consultation.
Trigger earlier intervention and suggest suitable referral to transitional care and community support services to support patient in community and home
Work in partnership with patients and families/caregivers on the various ranges of services and available options in the patients community. Coordinate and follow up referrals outcome accordingly and in a timely manner.
Adopt a multi-disciplinary approach with focus on coordination support. Make connections with transitional partners to facilitate support and assistance for individual to address social and health issue
Conduct follow-up via phone calls and/ or home visits to ensure smooth coping of patients and caregivers.
Promote and guide positive changes in patients lifestyle in the community.
Monitor patients general medical condition during home visit and report to patients Principal Physician or primary care provider and/or community partner where necessary.
Educate and promote advanced care planning, assist patients and their families/caregivers in planning for and improving end of life care, ensuring that choices are reflected in personalized care plans.
Document assessments, plans, and outcomes promptly and accurately in the relevant system.
Maintain high level contact with step-down facilities.
Advocate for patients and their families/caregivers; and form strong relationships with community partners in order to work in the patients best interests.
Participate in activities that contribute towards the improvement of patient care, including professional development sessions to develop relevant areas of knowledge, skills and attitudes.
Participate in projects and/or community events organized by Alexandra Hospital or partners within Queenstown community.
Any other duties as assigned by Reporting Officer.