Job Description
The post holder will be an integral part of the locality working by supporting the All Age Continuing Healthcare Team in providing a strong business (non- clinical) and administrative function, ensuring compliance with national and local policies and operating procedures.
The post holder will be the initial point of contact in the office for clients, their relatives and other stakeholders, dealing with both routine and specialist enquiries with excellent customer service skills.
The post holder will be involved in all aspects of the CHC office functions which includes full administrative support as part of the All Age Continuing Healthcare Team.
To manage the referrals at first entry point into the Continuing Healthcare Team and coordinate administrative and secretarial services.
- To provide a full administration service to the CHC team. From initial referral, throughout the eligibility process and to support the requirements post panel administration
- To log referrals in order of priority according to process and create accurate patient records on the electronic system
- To input data on electronic system, to enable accuracy in reporting
- To deliver an effective and competent level of administration and/or clerical support and consistently deliver a “client-focused” service which promotes good customer service and effective working relationships.
- To arrange/schedule assessments and reviews for clinical colleagues, including contacting individuals, family members/representatives and other relevant professionals, as required
- To rearrange assessment case management and reviews for all cancelled appointments.
- Ensure assessors and case managers workload is on schedule
- Booking patient assessment, case management and reviews and having direct contact with distressed and anxious patients and their relatives, treating them with tact and dignity always
- Ensure the principles and duties of safeguarding are holistically, consistently and contentiously applied
- Responsible for organising meetings for the department, minute taking, calendar management and planning any administrative work as required.
We are registered as a Disability Confident Employer. We actively welcome applications from applicants with a disability, and commit to shortlisting all such suitable applicants who meet the essential criteria for an interview. Please let us know of any reasonable adjustments you require in order to participate in the recruitment process.
We are committed to having a workforce which is representative of the population of Birmingham and Solihull. We recognise that our current staffing profile is not representative of our local community at this level within the organisation. Applications from males and individuals from a Black, Asian and minority ethnic background are actively welcomed for this role.
- Contribute to maintenance and monitoring of service standards around quality and KPIs
- Have a flexible/adaptable approach to their work in order to meet various deadlines.
- Be proactive in the management the clinician scheduling ensuring all appointments are planned and scheduled ahead of assessment and reviews at 3,12 months for all clinical activity ensuring there is not disruption to business continuity.
- Identify breaches in waiting times ahead of 28 days targets fast track KPIs or relevant KPIs as per team.
- To liaise with families or representatives, ensuring they are kept fully informed and up to date throughout the CHC process
- The post holder will be required to work on their own initiative and demonstrate a willingness to help others and be a key motivated and efficient member of the team, with responsibility for specifically allocated tasks.
- The post holder will be expected to follow set processes, prioritise their workload and demonstrate initiative in order to fulfil the requirements of the post. Excellent interpersonal and communication skills are essential plus an ability to deal with sensitive and confidential phone calls, emails and written communication.
- The post holder will be required to work to tight timescales, prioritise their own workload and be able to work under pressure to a high standard whilst always maintaining confidentiality
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