Job overview
The Complex Case Managers and Support are part of the Integrated Neighbourhood Team which consists of health and social care professionals and administrative staff working alongside the Primary Care Networks to support patients, with complex needs, across Burnley,
preventing hospital admissions and supporting patients to remain at home. The Complex Case Manager Support role is required to enable the Complex Case Manager and the wider multi professional team working under the right care, right place, right time agenda to ensure everyone is working together to provide more local and personalised services for patients within the Community Setting.
Car driver with access to a vehicle is essential, and will be expected to support across other localities in Pennine Lancashire.
Main duties of the job
This Complex Case Manager Support role provides assistance and support with front line duties as part of the multi disciplinary decision making processes, assessment and intervention, assisting in the provision of a quality support service; liaising with patients, families (and carers), members of the Primary Care Networks and other agencies; commissioning packages of care where required whilst ensuring that patients and service users access the right professional/service required.
Working for our organisation
Established in 2003, East Lancashire Hospitals NHS Trust (ELHT) is a large integrated health care organisation providing high quality acute and community healthcare for the people of Pennine Lancashire.
The organisation puts safety and quality at the heart of everything we do, invests in and develops its workforce, works with key stakeholders to develop effective partnerships and encourages innovation and pathway reform to deliver best practice.
We employ over 8,000 staff, many of whom are internationally renowned and have won awards for their work and achievements.
Detailed job description and main responsibilities
The Complex Case Manager Support role is integral to delivering high-quality, patient-cantered care for individuals with complex health and social needs. Working collaboratively within multidisciplinary teams, this position provides essential administrative and coordination support to Case Managers, ensuring seamless care pathways and timely interventions. Responsibilities include managing referrals, scheduling appointments, maintaining accurate records, and liaising with healthcare professionals, social services, and community resources to facilitate integrated care. Opportunity to manage patients with lower level need under supervision of CCM.
The role requires strong organizational skills, attention to detail, and the ability to prioritize tasks in a fast-paced environment. Effective communication is key, as you will act as a point of contact for patients, families, and professionals, offering guidance and reassurance throughout the care process. You will also assist in monitoring care plans, tracking progress, and escalating concerns to the Complex Case Manager (CCM) when necessary.
By supporting the delivery of holistic and coordinated care, this position helps improve patient outcomes, reduce hospital admissions, and enhance overall service efficiency. Ideal candidates will demonstrate empathy, resilience, and a commitment to improving the lives of individuals with complex needs.
MAIN DUTIES:
• To ensure that appropriate patients accessing Integrated Neighborhood Teams (INT) by screening referrals received, identifying missed information and having the confidence to request more information if required.
• Day to day management and organisation of administration duties in the INT: dealing with queries from patients, GPs, health, social care and voluntary faith sector professionals in a timely manner.
• Schedule and co-ordinate attendance to multi-disciplinary meetings and case management meetings with all applicable professionals. The CCM support would need to be able to use their own initiative to coordinate these meetings.
• Typing and processing of correspondence, reports and minutes from meetings. Utilizing the intranet, Microsoft teams, Word, Excel and clinical systems (EMIS, Social Care system, CERNER etc.).
• Good understanding and knowledge of Share Point Page.
• To actively support progression of our patients through their case management plans and send referrals to service from multi-disciplinary meetings when necessary.
• To ensure that our patients are discharged in a safe and timely manner. Actively review and monitor CCM and CCM Support caseload on EMIS.
• Liaise with health and care professionals, patients and their families/carers to assess support required in the community to maintain their health and well-being.
• To support monitoring and reporting of delays in the patient journey.
• To respond to queries and requests for information in a timely and responsive manner within the remit of knowledge and role.
• Regularly update individual health and social care records held on multiple electronic systems: EMIS and Social Care systems, ensuring attention to detail and terminology used when updating the history of these complex patients who often have various input from multiple health and care professionals.
• Input, organise and document appropriately, to maintain confidentiality and patient care.
• Utilize experience, knowledge and autonomy to address issues or concerns when they arise.
• Refer any complaints or unresolved issues to the direct line manager support or delegated person on duty.
• Under the supervision of CCM, the CCM support may have small low level of patients they are supporting in the community.
• To provide training to new members of staff/integrated staff such as Health and Well-being Practitioners, Social Prescribers and other support staff from Voluntary Services. This may include induction support and training to view patients records on electronic systems including Community EMIS, GP EMIS Web, Social Care systems and various Microsoft packages.
• CCM Support to format and upload the care plans on the relevant electronic systems.
• Having the freedom to act upon work related issues supported by knowledge and understanding of HR processes.
• To provide a professional, efficient and comprehensive support service to INT. With support of CCM the CCM support to develop processes and pathways within their locality, such as: developing the flow multi-disciplinary meetings, adapting the frequency of meetings, utilizing templates for care plans etc. Seek peer support and share best practice within the Action Learning Sets.
• Effective monitoring, recording and analysis of data targets/KPI’s; including referral numbers, waiting times, length of time on caseload and record patient outcomes from the MDT meetings. Monitoring and recording issues with capacity and demand, numbers of inbound referrals awaiting triage and any other performance related measures within INTs, Ensuring the wider neighborhood professionals involved with the patient’s care are aware of the current demand and liaise this information to CCMs.
• Support utilization of power BI for reporting of data. When required d and develop performance reports for locality.
• Build and maintain effective relationships with key INT partners, especially with GP Practices in neighborhoods, and other referring professionals such as Intensive Home Support Service, Community Therapy Teams, Adult Social Care Social, Social Prescribers, Care Navigators, Care Home Managers, Community Police Liaison Officers, Housing Offers, Primar Care Teams etc.
• To contribute service development within INT.
• Compliance with all relevant East Lancashire Hospitals Trust policies and procedures and ensuring we are adhering to the Trust objectives.
• To be competent in the production of relevant reports to meet organization’s governance reporting requirements using a range of IT systems when required e.g. EMIS, Power BI and excel spreadsheets.
• Manage effective office systems and processes which could be of a confidential nature. Efficiently manage paper flow and storage of computer-based information to ensure that information can be retrieved immediately if needed.
• To be flexible in undertaking proactive self-management to effectively prioritize own workload, deal with unpredictable work demands and interruptions, meet expected and unexpected deadlines.
• Demonstrate an empathic and reassuring approach when dealing with sensitive issues arising within the office, via the telephone and/or arising from the multi-disciplinary meetings.
• Support qualified professionals undertaking designated tasks, e.g arranging best interest meetings, ensuring patients, family members and relevant professionals are invited to attend and outcomes communicated. Minute- take and produce an accurate reflection of the meeting discussion.
• Accompanying the complex case manager on home visits, considering dynamic risk assessments, safety and security and the well-being of patients and staff.
• Undertake assessments which may result in onward referrals, contacting social services to commission of short- term services (crisis care, reablement and residential rehabilitation).
• Regularly reviewing of stock and non-stock items, raising procurement orders to replenish items in a timely manner. Items may include stationary, patient leaflets, office cleaning items, etc. Awareness of budgetary limitations is required.
Person specification
Essential criteria
Essential criteria
* Good level of numeracy and literacy skills. GCSE grade 4 or equivalent in four subjects including Maths and English Or GCE ‘O’ level and School Certificate equivalents.
* Knowledge of administrative procedures, including specialised IT systems such as Community EMIS, GP EMIS Web, Social Care Systems (LAS, Mosaic) is required through demonstrable through experience / having undertaken formal training.
* IT qualification or extensive demonstrable experience of using IT software such as Microsoft Office, Excel and Community EMIS, GP EMIS Web, and local authority systems
* At least 3 years or more experience of working in the health and social care sector, primarily working directly with patients/ service users.
* Ability to keep accurate records and experience of MDT minute taking.
* Ability to co-ordinate and wrap services around the patients, such as Therapy, IHSS, Age UK, Social Care, etc.
* Knowledge of a range of health and social care services available in the community.
* Skills in dealing with the public sensitively often at times of distress.
* Have a full driving license and access to vehicle for work purposes.
Desirable criteria
* Experience of managing low level patients in the community.
* Basic knowledge of benefits and how to refer to services to access these.