Individual Commissioning Administration Co-Ordinator

at  NHS Shropshire Telford and Wrekin Integrated Care Board

An exciting opportunity has arisen for an individual to join the Individual Commissioning Team as an Administration Co-Ordinator to provide valuable support to our team. We are looking for a motivated and dedicated individual who is driven by a passion for delivering high quality services for our patients.
You will need to be a self-motivated individual who is able to work using your own initiative as well as part of a fast-paced team. You will need to be able to prioritise work and understand the importance of tasks being completed within a timely manner, as well as supporting peers within the team.
A high degree of accuracy and attention to detail is essential along with excellent organisational skills and advanced Microsoft Office skills including Microsoft teams.
You will have excellent communication skills and will have the ability to adapt to changes, as the team continues to grow and improve services.

Job Summary

• The postholder will be accountable to the Associate Director - Individual Commissioning and responsible to the Assessment Co-ordinator. They will be responsible for ensuring an effective administration and assessment process for all Individual Commissioning assessments.
• The postholder will work alongside other Administration Co-ordinators and supervise the Individual Commissioning/CHC Administrator(s).
• The postholder will assist with ensuring assessment arrangement and compliance with all local, regional and national performance monitoring standards and ensure that assessments are arranged in a timely manner.
• The postholder will be responsible for ensuring they use appropriate electronic and manual systems to ensure the team accurately record information and maintain the patient management systems data integrity. These systems will support the team in delivering a high-quality service to patients and users and in supplying accurate timely information in regard to delivering against activity, outcome and financial targets.
• The postholder will ensure that an effective administration and business support function is maintained and that all tasks are undertaken in a timely manner

Communication & Relationships Skills

• To be responsible for ensuring an effective administration function to include the recording of referrals, appointment booking, information gathering and front of house telephone and email service.
• To confirm care cases, including overseeing/managing the screening of cases for presentation at panel, checking all the documents and relevant papers are properly completed and signed by the referrer and provide summary for panel members and record panel discussions and decision.
• To provide clear verbal and written feedback to the referrer, patient/family member and external provider regarding panel outcome.
• To deal tactfully and sensitively with telephone enquiries received from members of the public and health professionals.
• To provide clear information on the progress of cases in response to enquiries from families, referrers and other staff regarding continuing care cases; ensuring excellent liaison with relevant health and social care professional across clinical services and geographical boundaries as appropriate. Instigate appropriate action to ensure that accurate messages are recorded, passed on and progress followed up if necessary.
• To produce accurate and timely correspondence ensuring adherence to deadlines and corporate standards including letter writing

Analytical & Judgement Skills

• To demonstrate good judgement to know when to refer matters and decisions to the management team and when to manage matters and decision on your own

Planning & Organisational Skills

• To plan and arrange appointments for assessments and reviews.
• In consultation with the nursing leads, to actively manage the assessor appointment diary

Physical Skills

• To provide a full administration function including requesting documentation and the preparation, posting and recording of letters, emails and telephone calls

THE MAIN DUTIES OF THIS ROLE WOULD INCLUDE:

First point of contact for the team via email and telephone
Processing referrals
Data input into patient management system
Sending letters and dealing with incoming post
Minute taking
Supervising other members of the team
Bookings appointments and meetings
Providing administrative support to the Individual Commissioning Team
The Individual Commissioning Team is responsible for assessment, commissioning and case management for individuals with complex health needs, including NHS Continuing Healthcare, NHS Funded Nursing Care, Mental Health Act and subsequent aftercare, hospital discharge and end of life care. All roles within the team offer opportunity to make a positive difference to the lives and experiences of those who access our services.
We are a fast paced team who work hard to deliver a high quality service to our patients. Our team is made up of Administrators, Nurses and Managers who work together in a collaborative and supportive way. The Team work in a hybrid way with some Office and Home working but we do come together for Team Meetings and Away days.
We work closely with other organisations within our area such as Local Authorities and NHS Trust’s, as well as other teams within the ICB.
We offer on the job training and support including a full induction to the role.

Job Summary

• The postholder will be accountable to the Associate Director - Individual Commissioning and responsible to the Assessment Co-ordinator. They will be responsible for ensuring an effective administration and assessment process for all Individual Commissioning assessments.
• The postholder will work alongside other Administration Co-ordinators and supervise the Individual Commissioning/CHC Administrator(s).
• The postholder will assist with ensuring assessment arrangement and compliance with all local, regional and national performance monitoring standards and ensure that assessments are arranged in a timely manner.
• The postholder will be responsible for ensuring they use appropriate electronic and manual systems to ensure the team accurately record information and maintain the patient management systems data integrity. These systems will support the team in delivering a high-quality service to patients and users and in supplying accurate timely information in regard to delivering against activity, outcome and financial targets.
• The postholder will ensure that an effective administration and business support function is maintained and that all tasks are undertaken in a timely manner.

Key Responsibilities
The job description and person specification are an outline of the tasks, responsibilities and outcomes required of the role. The job holder will carry out any other duties as may reasonably be required by their line manager.
The job description and person specification may be reviewed on an ongoing basis in accordance with the changing needs of the Department and the Organisation.

Key Working Relationships

• Individual Commissioning management team
• Individual Commissioning team members
• Safeguarding teams
• Local Authority
• Service users and relatives
• Solicitors and other legal representatives
• Care providers from all sectors
• NHS STW colleagues
• Educational establishments
• Finance team
• Commissioning team (this list is not exhaustive)

JOB RESPONSIBILITIES:

Communication & Relationships Skills

• To be responsible for ensuring an effective administration function to include the recording of referrals, appointment booking, information gathering and front of house telephone and email service.
• To confirm care cases, including overseeing/managing the screening of cases for presentation at panel, checking all the documents and relevant papers are properly completed and signed by the referrer and provide summary for panel members and record panel discussions and decision.
• To provide clear verbal and written feedback to the referrer, patient/family member and external provider regarding panel outcome.
• To deal tactfully and sensitively with telephone enquiries received from members of the public and health professionals.
• To provide clear information on the progress of cases in response to enquiries from families, referrers and other staff regarding continuing care cases; ensuring excellent liaison with relevant health and social care professional across clinical services and geographical boundaries as appropriate. Instigate appropriate action to ensure that accurate messages are recorded, passed on and progress followed up if necessary.
• To produce accurate and timely correspondence ensuring adherence to deadlines and corporate standards including letter writing.

Analytical & Judgement Skills

• To demonstrate good judgement to know when to refer matters and decisions to the management team and when to manage matters and decision on your own.

Planning & Organisational Skills

• To plan and arrange appointments for assessments and reviews.
• In consultation with the nursing leads, to actively manage the assessor appointment diary.

Physical Skills

• To provide a full administration function including requesting documentation and the preparation, posting and recording of letters, emails and telephone calls.

Patient/Client Care

• To be responsive to clients, carers, care providers and other relevant individuals and organisations ensuring that queries are rapidly and appropriately addressed or diverted to the appropriate person.
• To provide clear information/advice on the CHC process in response to enquiries from members of the public, health professionals and others.

Policy/Service Development

• To assist in the development of policies and processes and comment upon draft policies.
• To propose changes to own work, informing policy and making recommendations for more effective delivery.
• To work with the team to develop administrative and business support functions to ensure that it adapts to change and the needs of the service.

Financial & Physical Resources

• To contribute to the financial balance of the service.
• Under instruction of an appropriate clinician, to request quote and broker enquiries for packages of care ensuring that they are processed in accordance with process and policy.
• To support the procurement, contracting and brokerage process by providing performance monitoring data.

Human Resources/Staff Management

• To provide support to colleagues with regards to accurate system use.
• When requested, to participate in the recruitment of new team members and organise departmental inductions for new staff.
• To monitor performance and delivery of assigned targets.
• To provide training, advice and support on own area of responsibility taking a lead role in the development of the administrative staff.
• To matrix manage other team members as requested by the management team when required.
• To be responsible for managing own workload.
• Supervision of the Individual Commissioning/CHC Administrators. This will include allocation of workload, deployment of staff, and supporting the Assessment Co-ordinator with sickness absence management, reviews, appraisals, staff development and support and supervision of the administrative team on a daily basis.
• To ensure that the work load is appropriately distributed within the team and organise the workload to ensure that there is no delay in the support processes.
• To conduct regular staff appraisals and implement processes to ensure staff have appropriate development to support their roles and also to develop them effectively for the future.
• To performance manage team members ensuring high standards of service are delivered at all times.

Information Resources

• To monitor performance, using audit tools to check process and quality, as requested.
• To ensure that all relevant deadlines with regards to local, regional and national standards are complied with including but not limited to gathering evidence for the Quality Premium return, Quarterly CHC return, other NHSE/I statutory and regulatory returns and QIPP returns.
• To ensure that all information relating to the work of the team is accurate and up to date to support service delivery.
• To create data case files for all new referrals received by the team and scanned/uploaded onto the data base. To maintain full and accurate records of telephone calls/queries received on clear electronic case notes. Ensure all manual closed cases are scanned and shredded.
• To support the development of processes to capture intelligence around quality of referrals and report trends in concerns immediately in line with local policies.
• To actively contribute to the development of quality metrics.
• To be an ambassador for the team and the Partnerships directorate inside and outside the organisation.
• To assist the management team to accurately produce and portray monthly, quarterly and annual statistical performance reports for a range of audiences including the team, managers, executive team and other stakeholders including the CCG Board. This will include technical, graphical and pictorial presentation of evidence and written reports.
• To ensure that all referrals are recorded on the patient management system and actioned accordingly.
• To maintain records of deadlines ensuring compliance with performance indicators.
• To contribute to effective information management within the team.
• To arrange and minute meetings and panels as required including the allocation of any follow up actions required.
• Support clinicians and the assessment process by requesting and collating information, including but not limited to care and patient records, social care assessments, EMIS, care plans etc.

Research & Development

• To understand relevant processes, guidance and legislation required for the role; including but not limited to Continuing Healthcare and Mental Health Act and how these relate to local guidelines.
• To participate in audits of own work and the work of the team as required.
• To undertake audit and data collection on CHC assessment and provide evidence to the team manager on a regular basis.
• To participate in staff education and development programmes within the team and externally. To participate as required in joint training and development with health and social care staff working in a variety of settings including hospitals and the community.
• To identify and agree own development needs.
• To attend mandatory training.

Freedom to Act

• To demonstrate good judgement to know when to refer matters and decisions to the management team and when to manage matters and decision on your own.
• To monitor the administrative record keeping, including their own and that of the team ensuring that it is up to date and of a high standard.