Care Coordination Service Assistant

Job summary Welcome to FCMS!We are looking for a friendly and enthusiastic Care Coordination Service Assistant to join our busy team.This is a Full Time position - 37 Hours per week - The service is 24/7, so flexibility within these hours will be required, to deliver the service needs.£ per hour weekend and overnight enhancements applyThe role is desk based at Newfield House, Blackpool, but may be required to visit and potentially work from any of the sites we deliver from.
Main duties of the job We are looking for someone to deliver administration support providing a fast, accurate and effective patient telephony service to the Care Co-ordination Service in Blackpool.
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 Overview of Role:To provide administration support to the Care Co-ordination Service.To provide a fast, accurate and effective patient telephony service.To provide administrative support to clinical staffTo undertake an intensive internally based training programmeTo be able to use the relevant software in a safe, effective, and efficient manner and to undertake any other recognised training for development.To take, record and process information received, accurately and concisely, using nationally recognised software.
Relevant information will need to be identified and logged as data on to a computer.To use the telephone and remain empathetic, whilst gaining important information.Accurate data input of special patient information such as end of life care and long-term health conditions.To work effectively under pressure in a calm and confident manner, whilst remaining sensitive to the caller and patients needs.To undertake all relevant training consistent with the requirements of the post.Accessing personal and confidential dataAlways ensuring full patient confidentiality, adhering to Information Governance PoliciesTo undertake any clerical work, administrative, data inputting and any other duties relevant to FCMS (NW) Ltd activities, always following strict protocols and procedures.To work with external organisations effectively including Trinity Hospice, North-West Ambulance Service, Blackpool Teaching Hospitals, GP Practices, and Blackpool, Fylde, and Wyre Neighbourhoods.To provide clear and concise information to all patients and external agenciesTo support, when necessary, the wider team, in fulfilling the duties of the System Deflections teamThe post holder is expected to always carry out their duties in a highly courteous, sympathetic, and helpful manner.To attend any meetings as and when requiredTo assist the management team when requiredTo be flexible and work a variety of daytime, evening, weekend, overnight and bank holidays hours on rotation and, when required, to cover for holiday and sickness.To always adhere to FCMS Policies and ProceduresPhysical EffortStaff often remain seated, at one desk, for most of the working day.Mental EffortWork pattern can be interrupted by the telephone or staff enquiries.Workload regularly re-assessed and prioritised to meet required deadlines.The working day can be varied, and, within minutes, this can include dealing with people who have complex physical health needs, people who have called 999 because they believe they require an ambulance, a general enquiry regarding services, or a patient who cannot utilise mainstream primary healthcare due to historic behaviours.
Other days may be quite monotonous and involve processing Care Co-ordination Notes, to ensure vulnerable patients are able to receive the best healthcare to meet their needs.Emotional EffortRequirement for tact and diplomacy when dealing with queries from patients, relatives, staff and Medical representatives.Supporting vulnerable patients and callersManaging situations that can often be emotional, given the patients health status.Managing stressful situations , workload and time pressuresDealing with conflict, over a variety of issuesAbility to remain calm when other people are panicking or distressed.Information Systems:Work with the IT support team, to ensure effective management of Information and Communications Technology within the service.Information Governance:Understand the importance of Information Governance and maintain the IG Toolkit on an annual basis.Maintain accurate and comprehensive statistical information, ensuring legal and local requirements are met.SafeguardingStaff are to report any safeguarding concerns to managers on site and follow usual processes if they become aware of any.
Safeguarding is everyones responsibility.Training and Support:Identify own training needs and others and participate in relevant in-service education.Ensure all mandatory training is undertaken and maintained.The post holder will be expected to attend any necessary courses that provide relevant training.Other duties are required:This Job Description will be periodically reviewed in the light of developing work requirements.
This is an evolving role and, therefore, these duties are not exhaustive.
The role may change via discussion between the post-holder and line managers.
The individual in post will be expected to contribute towards that revision.GENERAL:To have responsibility for Health and Safety and Welfare of others in the working environment, to follow safe working practices and to always comply, with local Safety Policies and ProceduresTo observe national and local policies and procedures in respect of:FireData Protection ActInfection ControlDisability Confident Employer - As users of the disability confident scheme, we guarantee to interview all disabled applicants who meet the minimum criteria for the vacancy.The organisation is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff to share this commitment.
You will be expected to fulfil your mandatory safeguarding training at the level applicable to this role.The role is subject to a DBS check which will require three forms of valid ID to be produced and verified.
The onboarding process is also subject to an Occupational Health check, suitable professional references, and eligibility to work in the UK (with the requirement to provide relevant documentation as evidence).We reserve the right to close this vacancy early if we receive sufficient applications for the role.
Therefore, if you are interested, please submit your application as early as possible.
Person Specification Other Essential 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.
Qualifications Desirable Educated to GCSE/O Level standard including English Language and Mathematics Equivalent training in administration.
Evidence of further study 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.
Desirable Administration qualifications 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 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.