Job overview
The Band 4 Coordinator is an admin role who will play a vital role in supporting the Urgent Response Business Manager by providing comprehensive administrative assistance to ensure efficient support for the Islington Urgent Community Response Team (IUCRT). This role involves working autonomously, with responsibility for various administrative tasks, including supporting clinicians and the triage team within Islington UCR. The coordinator will also collaborate closely with community health professionals to facilitate patient care.
The role involves working with the Islington Rapid Response and Virtual Ward teams to support hospital discharges and prevent hospital admissions. The position requires flexibility to travel to multiple locations within Islington as part of this dynamic and integrated team.
As part of this role, the post holder will be responsible for managing referrals through EPR systems such as Careflow and RiO, particularly to cover staff absences. The individual will also be expected to work during the service's operating hours, which run seven days a week from 8:00 AM to 10:00 PM, depending on the team's needs.
Main duties of the job
Answer telephone calls and respond to queries from patients, relatives, carers, and clinicians.
Ensure accurate and timely recording of data and patient information.
Add referrals accepted by the Nurse in Charge (NIC) to the Electronic Patient Record (EPR) system.
Manage and monitor email inboxes, responding and actioning requests as needed.
Ensure discharge letters are completed by clinicians and that patient outcomes are updated.
Post holder will carry out triaging of calls and liaise with clinical service teams within the team toensurethat patientsaregiven appropriate informationandfollowedup
Post holder will be competent in the use of the computer software RIO, including thecancellationand booking/rebookingofpatients
To communicate effectively with callers, managing expectations and ensuring patients are happy with the responses they receive. Also, to liaise externally with clinicians, team leads and service managers to maintain a positive image and reputation for community services. This role may involve dealing with upset or aggressive people on the telephone
To administer the processes for establishing efficient clinics; booking interpreters andtransport for patients who require them, ringing to confirm attendances with patients,organising appointment letter print runs and sending out letters, processing outcome anddischargeforms,cancelling andreschedulingclinics
Working for our organisation
Whittington Health serves a richly diverse population and works hard to ensure that all our services are fair and equally accessible to everyone. Nowhere is this more obvious than in the way we look after our staff. We aim to employ a workforce which is as representative as possible of this population, so we are open to the value of differences in age, disability, gender, marital status, pregnancy and maternity, race, sexual orientation, and religion or belief. The Trust believes that as a public sector organisation we have an obligation to have recruitment, training, promotion and other formal employment policies and procedures that are sensitive to these differences. We think that by doing so, we are better able to treat our patients as well as being a better place to work.
Detailed job description and main responsibilities
Set up new starters with necessary IT systems and provide orientation and training on CareFlow, Rio, Netcalls, and other relevant systems.
Manage patient admissions and discharges on systems such as EPMA (medication management) and remote monitoring platforms (e.g., Current Health).
Update daily capacity trackers for both the NCL UCR and Live Virtual Ward.
Conduct stock checks, order nursing equipment, daily consumables, and manage logs for clinical supplies and training.
Ensure that clinical, equipment, and training records are maintained accurately.
Print and manage clinical documentation including assessment forms and allocation sheets
To work as part of a team and when necessary, assist colleagues in their workloads andprovide coverforthemduring absence.
To administer incoming and outgoing post as necessary, and to undertake filing, archivingand other administrative roles. To be involved in continuous review of systems andprocesses.
To manage appointments for patients, and to provide advice and information to callersabout community clinical services, including criteria for eligibility and other service specificdetails.
Person specification
Qualifications
Essential criteria
1. Educated to GCSE/O-level or equivalent
2. Excellent written/ spoken English
Desirable criteria
3. Higher education to A level or equivalent work experience
Skills
Essential criteria
4. Ability to work as part of a team
5. Ability to communicate in a clear and professional manner
6. Ability to prioritise and delegate tasks
7. Willingness to undertake and use training relevant to this post
8. Ability to act appropriately in stressful situations
Knowledge
Essential criteria
9. Knowledge of administrative procedures, range of computerised software including Microsoft Word and Excel
10. Previous administrative/ office experience in a complex area of business
11. Previous experience dealing with the public face to face and over the telephone
Desirable criteria
12. Previous experience of working within the NHS
13. Previous experience of using RIO, Careflow, Netcalls and other patient data entry systems
SAFEGUARDING CHILDREN AND ADULTS
To comply with the Trust’s Safeguarding Children and Adults policies, procedures and protocols. All individual members of staff (paid or unpaid) have a duty to safeguard and promote the welfare of children, young people and vulnerable adults This will require you to:
14. Ensure you are familiar with and comply with the London Child Protection Procedures and protocols for promoting and safeguarding the welfare of children and young people.
15. Ensure you are familiar and comply with the London Multi Agency Safeguarding Vulnerable Adults Pan London Procedures.
16. Ensure you are familiar and comply with local protocols and systems for information sharing.
17. Know the appropriate contact numbers and required reporting lines.
18. Participate in required training and supervision.
19. Comply with required professional boundaries and codes of conduct
Whittington Health is committed to safeguarding all children and vulnerable adults and expects all staff and volunteers to share this commitment.