Care Coordinator - Enhanced Access

Requirements

Skills and Knowledge

• Computer literate, able to use Microsoft Office software suite, sending emails via NHS mail and learn the relevant software/tools required to do the job.
• Numerate and literate, able to supply reports as required.
• Excellent communication skills, both verbal and written. Confident speaking to service users and clinicians in a face-to-face setting.
• Confident speaking to service users via telephone.
• 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 (SystmOne), email, telephone systems and having excellent attention to detail.

Desired Experience

• Experience working in a GP practice or patient facing admin/receptionist role.
• Excellent SystmOne or EMIS skills. HCL uses SystmOne.

Personal Attributes

• This requires someone 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.

Role Criteria

• Experience either working within a face-to-face healthcare or a customer service-based role.
• Educated to degree level in relevant subject.
• Understanding and experience of working in the NHS with extensive knowledge and understanding of the roles of the NHS organisation and of the primary care sector.
• SystmOne or EMIS experience.
• Previous similar role in a healthcare or public sector environment.
• Ability to communicate sensitive information effectively with people by telephone, email and face to face.
• Advanced knowledge of Microsoft software applications (Drive, Excel, Outlook, Word, etc.).
• Exceptional attention to detail.
• Excellent time management skills.
• Able to respond to changing demands and reprioritise when necessary.
• Good problem-solving skills.
• Able to work without supervision to agreed deadlines.
• Able to work on own initiative, organising and prioritising own workloads often to tight deadlines.
• Willingness to adapt to change, and to develop services and systems to meet changing demands.
• Proven ability to respond to the unexpected and ability to make judgements around when to make decisions independently or when it may be appropriate to escalate.
• Able to undertake a diverse range of tasks at the same time.
• Well-developed interpersonal and oral/written communication skills.
• Able to maintain effective working relationships at all levels and with staff in other locations.
• Able to deal with challenging conversations in a tactful yet assertive manner.
• Professional, calm and efficient manner.

Benefits

• NHS Pension
• Modern office
• Hybrid working
• Free tea/coffee etc.
• Cycle to work scheme
• Life Assurance scheme
• EAP