Care Coordinator - ehub

Healthcare Central London is the GP Federation covering the Central London CCG area. The organisation supports 32 General Practices and 4 Primary Care Networks (PCNs). We operate a number of NHS contracts including a Care Navigation Service, a Clinical Pharmacy Service, a Community Dermatology Service and Partnership in Practice (PiP) - an out-of-hospitals provision which is sub-contracted to its 32 General Practice members.

Our vision is to be recognised as a leading GP provider network, run by clinicians for the benefit of our local population. We will achieve this by working with patients and partners to ensure that general practice remains sustainable and independent.

Our approach is to deliver exceptional assistance to our 32 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.

Now in our 13th year we look forward to our continued growth and to contributing a voice for General Practice in the planned Integrated Care System (ICS).

JOB ROLE

Care Coordinators play an important role within a PCN to proactively work with people, including the frail/elderly and those with long-term conditions, to provide coordination and navigation of care and support across health and care services.

As a Care Coordinator, you will be based within our eHub service that operates within our Access Hub. Our Access Hub covers eHub (PATCHS and telephony), Additional Access face-to-face service across five locations and Enhanced Access face-to-face and remote service across two locations. We provide a high-quality service to all our patients and practices and believe in exceptional patient care.

eHub is hybrid and once you've completed the required training, the weekly hybrid model is 3 days office working and 2 days working from home.

Healthcare Central London will continue to innovative and design exciting services which will change the way we provide services to our patients.,

• Process, action and attach PATCHS (econsults) to patients' medical records on SystmOne.


• Actively monitor PATCHS inbox and action queries in a sensitive and timely manner liaising with clinical / managerial staff as required.


• To contact patients by SMS and telephone to update them on their PATCHS.


• To provide daily admin support to eHub GPs and ANPs for incoming PATCHS.


• To maintain and develop effective communication across the team with your peers, clinicians, Senior Care Coordinators and Operations Manager.


• To develop and maintain a knowledge of PATCHS service pathways: routine, urgent and emergency.


• To provide telephony support to GP practices using Surgery Connect. (The service model is for telephony is being designed as of 2nd September 2024. Please note, telephony support will not involve you being exposed to calls from all practices at the same time.)


• Monitor routine, urgent and emergency tasks to be actioned within SystmOne.


• Maintain records of all activities carried out i.e. PATCHS received, coding of the PATCHS outcome and other relevant fields in the Community Navigator template.


• Working accurately when handling patients' clinical information, ensuring that documents are attached to the correct medical record, etc.


• Proactively engage in the development of the eHub service.


• Work collaboratively with other colleagues and teams to provide administrative support within Healthcare Central London.


• eHub service operates from 8AM - 7PM (Monday - Friday), 8-hour shift. Some examples of the shifts: 8AM - 4PM, 9AM - 5PM and 11AM - 7PM.
  
  Skills and Knowledge


• Computer literate, able to use email (Outlook) and Microsoft Office Edge (web browser) and Word.


• Excellent communication skills, both verbal and written.


• Numerate and literate.


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


• Multi-tasking utilising IT (SystmOne and Microsoft Office apps), telephony and having excellent attention to detail.


Experience

• At least 1 years' experience of working in an admin/customer service orientated environment


• Experience of working in General Practice/Primary Care


• Knowledge of SystmOne or a similar patient medical record database such as EMIS


Personal Attributes

• Patient focused and driven to deliver the required care in a timely manner.


• A willingness to learn and work as part of a team as well autonomously


• 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 volume of tasks and information.


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