Patient Care Coordinator

at  The Fishponds Family Practice

PATIENT CARE COORDINATOR

We are currently seeking to recruit additional Care Coordinators to join our expanding care team. Working alongside our existing Care Coordinator team, Social Prescribing Link Workers and Health & Wellbeing Coaches as well as our GPs and clinical teams, you will coordinate care suited to the needs of individual patients.
If you share our values of collaboration, integrity, quality, respect and wellbeing and are looking for a new challenge, we would love to hear from you.

ABOUT US:

Our practice has been serving the people of Fishponds and the surrounding areas for over 100 years. The surgery was founded by Dr Claude Bernard who at the time was working from a Victorian house at 564 Fishponds Road. His son Cyril then took over through the war years and the foundation of the NHS in 1948.
We are a stable practice with a fully established team. Our team consists of 5 partners and 5 salaried doctors, practice nurses and health care assistants, nurse practitioner and advanced paramedics. Supported by a large team of care coordinators. The surgery is managed by our practice manager and management team.
We embrace change and technology to support process and service improvement through efficiency to help manage the workload. We hold regular clinical meetings with the support of a friendly and approachable team. We are proud to be a training practice teaching medical students from year 1 to 5 creating a positive environment in the surgery. We are also part of a successful Primary Care Network enjoying the benefits of collaborative working and the exchange of ideas. We are a high QOF achiever with strong administrative process.

JOB DESCRIPTION:

Deliver reception services including call handling and appropriately triage and signpost patients to the most appropriate clinician and appointment.
Holistically deliver the care navigator role to incorporate new ways of working with and supporting patients. This will be guided by the NHS Comprehensive Personalised Care Model (https://youtu.be/RXOd-7rn6so?si=vUnL2y0TiLPDxaiW).
Contact hospitals to follow up referrals, liaise with hospitals for updates on patients or advice.
Participate in MDT meetings and patient group consultations where required.
Support patients to utilise decision aids in preparation for a shared decision-making conversation.
Help people to manage their needs through answering queries, making and managing appointments, and ensuring that people have good quality written or verbal information.
Help people make choices about their care, using tools to understand people’s level of knowledge, confidence in skills in managing their own health.
Support and coordinate COVID, flu and immunisation clinics
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.
Provide coordination and navigation for people and their carers across health and care services, working closely with social prescribing link workers, health and wellbeing coaches and other primary care professionals.
Work with the GPs and other primary care professionals to identify and manage a caseload of patients and, where required and as appropriate, refer people back to other health professionals.
Dealing with patient transfers in and out of the practice, patient registrations, and paper notes.
Raise awareness of how to identify patients who may benefit from shared decision making and support PCN staff and patients to be more prepared to have shared decision-making conversations.
Acting as a non-clinical champion coordinating referral practices safety netting, and screening activity in conjunction with the practice cancer lead.
Undertake all mandatory training and induction programmes.
Contribute to and embrace the spectrum of governance.
Take part in the ongoing development of the role through participation in training and service redesign activities.
Attend a formal appraisal with their manager at least every 12 months. Once a performance/training objective has been set, progress will be reviewed on a regular basis so that new objectives can be agreed.
Contribute to public health campaigns (e.g., COVID-19 or flu clinics) through advice or direct care.
Maintain a clean, tidy, effective working area at all times.
Support delivery of QOF and IIF, incentive schemes, QIPP and other quality or cost effectiveness initiatives.
To carry out any other reasonable duties as requested by a manager to ensure a quality and efficient service.

SKILLS:

Essential criteria
- Excellent communication skills (written and oral)
-A clear understanding of child protection policy and procedures and commitment to the safeguarding of children and vulnerable adults
- Clear, polite telephone manner
- Effective time management (planning and organising)
- Ability to listen, empathise with people and provide person centred support in a non-judgemental way
- Courteous, respectful and helpful at all times
- Able to get along with people from all backgrounds and communities, respecting lifestyles and diversity
- Commitment to reducing health inequalities and proactively working to reach people from all communities
- Able to support people in a way that inspires trust and confidence, motivating others to reach their potential
- Ability to use own initiative, discretion and sensitivity
- Ability to work as a team member and autonomously
- Good interpersonal skills
- Problem solving and analytical skills
- Ability to follow policy and procedure
Desirable criteria
- Good IT skills
- Good knowledge of MS Office and Outlook
- EMIS user skills

EXPERIENCE:

Desirable criteria
Experience of working in a primary care setting

QUALIFICATIONS:

Essential criteria
GCSE grade A to C / 9 to 4 in English and Maths

OTHER REQUIREMENTS:

Essential criteria
Disclosure Barring Service (DBS) check

The successful candidate will have a busy and varied role including service co-ordination and providing patient support. You will liaise with clinical and non-clinical teams within the surgery and the wider primary care network.
Acting as a key point of contact for patients, carers and healthcare professionals, you will ensure that an individual’s healthcare needs are addressed in a joined-up way, ensuring that they receive the right care from the right professional at the right time.
You will have excellent communication and negotiation skills and be confident managing your own workload. The ideal candidate will have experience of working in a health setting and an understanding of patient care needs but we are also interested in hearing from people from a wide range of backgrounds who can demonstrate sound administrative skills and experience of delivering high quality customer or patient care.