Care Coordination Service Assistant

Job summary Welcome to FCMS!We are looking for a friendly and professional person to join our Clinical Assessment Team to provide administration support to the Care Co-ordination Service.
HOURS: Full Time - 37 Hours - This is a 24/7 service, so flexibility within these hours will be required, to deliver the service needs.
SALARY: £ per hour weekend and overnight enhancements apply Main duties of the job To provide administration support tothe Care Co-ordination Service and clinical staff.The post holder will provide fast, accurate andeffective patient telephony service.
About us The ethos of FCMS as a social enterprise, health andwellbeing services provider is to be passionate in its drive to ensure thatpatients and callers remain the central focus of all that it does.
Coupled withexcellent and well-established clinical governance systems and extremelyeffective operational expertise, it has meant that the company has the abilityto strategically visualise, develop, and implement award winning services.Over many years we have invested in our staff so that we havea core team of highly trained individuals who can manage the needs of ourpatients and callers.
Our staff are able to significantly improve the servicedelivery and user experience due to their considerable experience andcommitment to what they do.
Job description Job responsibilities Overviewof Role:To provide administration support to the CareCo-ordination Service.
To provide a fast, accurate and effectivepatient telephony service.
To provide administrative support to clinicalstaff To undertake an intensive internally basedtraining programme To be able to use the relevant software in asafe, effective, and efficient manner and to undertake any other recognisedtraining for development.
To take, record and process informationreceived, accurately and concisely, using nationally recognised software.
Relevant information will need to beidentified and logged as data on to a computer.
To use the telephone and remain empathetic,whilst gaining important information.
Accurate data input of special patientinformation such as end of life care and long-term health conditions.
To work effectively under pressure in a calmand confident manner, whilst remaining sensitive to the caller and patientsneeds.
To undertake all relevant training consistentwith the requirements of the post.
Accessing personal and confidential data Always ensuring full patient confidentiality,adhering to Information Governance PoliciesTo undertake any clerical work,administrative, data inputting and any other duties relevant to FCMS (NW) Ltdactivities, always following strict protocols and procedures.
To work with external organisationseffectively including Trinity Hospice, North-West Ambulance Service, BlackpoolTeaching Hospitals, GP Practices, and Blackpool, Fylde, and WyreNeighbourhoods.
To provide clear and concise information toall patients and external agencies To support, when necessary, the wider team, infulfilling the duties of the System Deflections team The post holder is expected to always carryout their duties in a highly courteous, sympathetic, and helpful manner.
To attend any meetings as and when required To assist the management team whenrequired To be flexible and work a variety of daytime,evening, weekend, overnight and bank holidays hours on rotation and, whenrequired, to cover for holiday and sickness.
To always adhere to FCMS Policies andProcedures PhysicalEffort Staffoften remain seated, at one desk, for most of the working day.
MentalEffortWorkpattern can be interrupted by the telephone or staff enquiries.
Workloadregularly re-assessed and prioritised to meet required deadlines.
Theworking day can be varied, and, within minutes, this can include dealing withpeople who have complex physical health needs, people who have called 999because they believe they require an ambulance, a general enquiry regardingservices, or a patient who cannot utilise mainstream primary healthcare due tohistoric behaviours.
Other days may be quite monotonous and involve processingCare Co-ordination Notes, to ensure vulnerable patients are able to receive thebest healthcare to meet their needs.
EmotionalEffortRequirement for tact and diplomacywhen dealing with queries from patients, relatives, staff and Medicalrepresentatives.
Supporting vulnerable patients andcallers Managing situations that can often beemotional, given the patients health status.
Managing stressful situations ,workload and time pressures Dealing with conflict, over a varietyof issues Ability to remain calm when otherpeople are panicking or distressed.
InformationSystems: Workwith the IT support team, to ensure effective management of Information andCommunications Technology within the service.
Information Governance:Understandthe importance of Information Governanceand maintain the IG Toolkit on an annual basis.
Maintainaccurate and comprehensive statistical information, ensuring legal and localrequirements are met.
SafeguardingStaff are to report any safeguardingconcerns to managers on site and follow usual processes if they become aware ofany.
Safeguarding is everyonesresponsibility.
Training and Support: Identifyown training needs and others and participate in relevant in-serviceeducation.
Ensureall mandatory training is undertaken and maintained.
Thepost holder will be expected to attend any necessary courses that providerelevant training.
Otherduties are required:This JobDescription will be periodically reviewed in the light of developing workrequirements.
This is an evolving role and, therefore, these duties are notexhaustive.
The role may change via discussion between the post-holder and linemanagers.
The individual in post will be expected to contribute towards thatrevision.
GENERAL: To have responsibility for Health and Safetyand Welfare of others in the working environment, to follow safe workingpractices and to always comply, with local Safety Policies and Procedures To observe national and local policies andprocedures in respect of: oFire oDataProtection Act oInfectionControl Disability ConfidentEmployer -As users of the disability confident scheme, we guarantee to interview alldisabled applicants who meet the minimum criteria for the vacancy.
The organisation is committed tosafeguarding and promoting the welfare of children, young people and vulnerableadults and expects all staff to share this commitment.
You will be expected tofulfil your mandatory safeguarding training at the level applicable to thisrole.
Therole is subject to a DBS check which will require three forms of valid ID to beproduced and verified.
The onboarding process is also subject to anOccupational Health check, suitable professional references, and eligibility towork in the UK (with the requirement to provide relevant documentation asevidence).
Person Specification Experience Essential Experience of working with IT systems Administrative experience Telephony experience Experience of working in an office environment Desirable Experience of working within a healthcare setting, and knowledge around patients and individuals that are vulnerable in society.
Experience of Adastra and/or other clinical systems Experience of working with Clinicians Qualifications Desirable Evidence of further study Educated to GCSE/O Level standard including English Language and Mathematics Equivalent training in administration.
Personal Qualities Essential Diplomatic/tactful and understand importance of confidentiality.
Able to demonstrate compassion and empathy.
Mature outlook Positive mental attitude Smart appearance Professional conduct Ability to work within a team and, at times, in isolation.
Openness to learn new skills and apply these within the role.
Non-judgemental.
Skills, Knowledge & Competencies Essential Information Governance understanding and awareness.
Effective communication skills, both verbal and written Sound working knowledge of Microsoft packages including, Word, Excel, and email.
Good literacy and numeracy skills.
Excellent organisational skills.
Ability to manage and prioritise own workload.
Ability to work under pressure and remain calm and focussed.
Desirable Administration qualifications