Care Coordinator- ADHD Service

Job Title: Care Coordinator

Salary: £31,792 per annum

Hours: 37.5 hours per week

Responsible to: Team Leader

Work mode: Hybrid

Key Relationships: 27 General Practices: 4 PCNs, WL ICB, Central London Borough Team, Westminster City Council, Bi-Borough (West London), Central and North West London NHS Foundation Trust (CNWL), Central London Community Healthcare NHS Trust (CLCH), One Westminster, Imperial College Health Partners.

BACKGROUND

WHO WE ARE

Healthcare Central London Ltd (HCL) is a federation of 27 General Practices and 4 Primary Care Networks (PCNs) in Westminster caring for more than 275,000 registered patients. We provide Community and Primary Care services to our local residents, in addition to a wide range of staffing, management and administrative support to our member practices. By working closely with our PCNs and other key partners, including the Local Authority and community Organisations, we help people to stay well and live healthier lives for longer.

We operate Federation-led services including Respiratory and Spirometry hubs; Community Cardiology; Community Dermatology; Community Diabetes service; Access eHub, Additional Access and Enhanced Access and we support PCNs with managing their NWL single offer contract of services and the National Network DES contract, including ARRS roles.

We are proud to have a unique model of community-led care and support to tackle imbalances and inequality in the system called ‘The Octopus’ and takes us on a journey as part of the Westminster Integrated Neighborhood Team (INT).

We work collaboratively with other partners in the commercial sector including joint ventures; research and consultancy.

Our approach is to deliver exceptional assistance to our 30 General Practice members and to operate our NHS contracts in a manner that supports our Practices and their patients by providing services economically, locally, promptly and in a familiar environment.

Our employees work flexibly according to the needs of our customers, typically on-site at our practices, or hub sites including South Westminster Centre for Health (nearest tube is Pimlico) or at our office at Capital House on Chapel Street (nearest tube is Edgware Road).

HCL's company values:

Compassionate - We listen respectfully, offer the opportunity for different viewpoints and are kind to each other.

Accountable - We work with integrity, taking accountability for our work to achieve the highest quality outcomes.

Resilien t - We listen and with this feedback, we constantly build and improve.

Pioneering - We champion change, embrace creativity and promote innovation and new ways of working.

Aspirational - We nurture and motivate so our people are enabled to reach their full potential.

JOB ROLE

Care Coordinators play an important role within the ADHD service, working proactively with people who may have ADHD to help them navigate health and care services and access appropriate support. You will work closely with clinical teams and other professionals to coordinate care and provide practical, person-centred support tailored to individual needs.

The role will be based within our new Adults ADHD service (Right to Choose) with the aim for the service to run 7 days a week (excluding Bank Holidays). We will provide exceptional care to our service users and high quality service to healthcare professionals.

Requirements

KEY TASKS AND RESPONSIBILITIES

· To provide referral management and appointment booking for the ADHD service

· To develop and maintain a knowledge of service pathways and criteria

· To enable the impact of the service to be assessed and to inform the improvement of other local services by keeping electronic records of all referrals and interventions

· To enable the impact of the service to be assessed and to inform the improvement of other services by keeping accurate electronic records

· Reviewing and processing referrals received from NHS GP Practices and private GPs

· Actively communicate with service users with a view to assisting them through the process and making their onward review appointments within the service and sign posting to external pathways

· Ensure sufficient cover to monitor service inboxes during core service hours, responding to any queries professionally providing helpful information

· Booking of appointments for initial reviews and supporting clinicians with the booking of follow-up appointments within the service

· Dealing appropriately with any booking or change requests, i.e. alteration of appointment booking or change of demographic details

· Provide admin support for clinicians who are in clinics

· Responsible for the management and publishing of the clinician rota on SystmOne’s appointment ledger, updating the rota in real-time when there is clinician sickness absence for example

· Maintain records of all activities carried out, i.e. outbound calls, outbound messages, archiving any received correspondence

· Provide clinical and non-clinical information in appropriate chronological templates to other services

· Deal with queries in a sensitive and timely way liaising with clinical or managerial staff as is appropriate

· Ensure any messages/emails are dealt with appropriately and in a timely way

· Monitor and action tasks within SystmOne

· Provide support with crosschecks and service reports; distribute any incoming mail as appropriate

· Actively contact service users to resolve relevant admin requests

· To maintain and develop effective communication across the team

· Proactively engage in the development of the ADHD service

· Other administrative tasks as required

· Any other administrative tasks as required

· Provide administrative support to Healthcare Central London

· Take part in Healthcare Central London events and activities where applicable, and in consultation with their line manager

PERSON SPECIFICATION

Skills and Knowledge

· Computer literate, able to use email, the internet and web searches, standard applications and databases

· Excellent communication skills, both verbal and written

· Numerate and literate, able to supply reports as required

· Has, or can show capacity to develop, a good knowledge of primary care and local services

· Knowledge of personalisation and public health agendas, including the Digital First Primary Care programme

· Multi-tasking utilising IT: service user and appointment database (SystmOne), email (Outlook), messaging (Accurx/Communications Annexe or similar) and telephony (Surgery Connect)

· Excellent attention to detail

Experience

· At least 1 years’ experience of working in a customer service orientated environment

· Experience of working in Primary Care

· Excellent SystmOne skills

Personal Attributes

· This requires someone with a mature outlook, with a willingness to learn and work as part of team as well autonomously.

· Participate in any training programme implemented by the organisation as part of this employment.

· Solution focused and able to work to service specifications and targets.

· Ability to deal with challenging and vulnerable people and having the emotional resilience to manage difficult and upsetting conversations where necessary.

· Tactful and diplomatic, able to build rapport with people from a wide range of backgrounds.

· Works in a systemised, process driven way, able to handle and manage a high level of volume of tasks and information.

  KEY WORKING RELATIONSHIPS

The post holder will be required to:

· Maintain constructive relationships with a broad range of internal and external stakeholders including General Practice and Commissioning ICBs

· Participate in relevant internal and external working groups/projects, services, and initiatives which develop the role and the service within Central London.

Care Coordinators will be contactable by phone and email during the core opening hours of the service. The aim is for the service to run 7 days a week - evening and weekend work will be required (except Bank Holidays).

The above list of job duties is not exclusive or exhaustive and the post holder will be required to undertake such tasks as may reasonably be expected within the scope of the post.

Benefits

• Cycle to work scheme
• Discretionary pay progression
• Employee Assistance Program (EAP)
• Enhanced annual leave entitlement (27 days full-time, pro-rata for part-time)
• Eye care voucher scheme through partnership with Specsavers
• Free tea/coffee etc.
• Life Assurance scheme
• Modern office
• Pension
• Refer & Earn scheme