The Care Co-ordination Centre (CCC) provides a single access point into the organisation for all customers. The CCC team responds to customers' needs and deals with enquiries, prioritising urgent need within a seamless integrated system. The CCC team manages the needs of customers by maintaining standardised processes across all services. This includes:Managing the booking, cancellation and re-scheduling of appointments for Provide servicesManaging referrals into Provide services. Ensuring that the 'Referral to Treatment' procedure is adhered to ensuring a seamless flow of information between Provide services and customers. Providing advice and signposting customers to other appropriate services that may help them.
Main duties of the job
* NVQ Level 3 or equivalent work related experience
* Well organised and ability to prioritise workload
* Appropriate escalation of queries and concerns
* Excellent communication skills both written and verbal
* Demonstrable experience of either administrative, data entry and use of IT skills in a practical setting
* Able to manage own time and work unsupervised
* Able to work under pressure and in target driven environment
* An understanding of confidentiality
* Full support will be given with full training across all systems and services in use within the service.
About us
Provide is a Community Interest Company (social enterprise). We deliver a broad range of health and social care services in the community, and are committed to making sure that they are safe, responsive and of high quality. Provide is owned by its employees and has primarily social objectives. Any profits we make are reinvested into the local community or back into delivering services.
We work from a variety of community settings, such as community hospitals, community clinics, schools, nursing homes and primary care settings, as well as within people's homes to provide more than 40 services to children, families and adults across Essex, Dorset, East Anglia and the North of England.
A highly respected, award winning health and social care provider. We expect our staff to demonstrate and uphold our values at all times:
Vision: Transforming Lives
Values: Care, Innovation and Compassion
Mission: An ambitious, employee owned social enterprise, growing in size and influence. We transform lives by treating, caring and educating people.
Provide is an equal opportunity employer committed to building a team that represents a variety of backgrounds, perspectives and skills, proud to have LGBT+ and Ethnic Minority Networks.
We welcome applicants from underrepresented groups. If you have the skills and experience for the job, please apply regardless of your background.
Eligible for NHS Pension
Job responsibilities
Dealing effectively as a point of escalation with complex queries from patients, other employees, managers and members of the public with regards to a defined range of Provide services
* To co-ordinate the care for patients across a range of Provide services and to navigate the patient, employee, manager or member of the public accordingly, including identifying additional services that could be appropriate, including referral to treatment
* Providing information orally, in writing and/or electronically including via the telephone (internal and external) to patients, other employees, managers and members of the public.
* To provide an excellent service as specialist point of contact across a range of services for the organisation with patients, GPs and other members of the public
* To provide administrative support and assistance to a team, a service and/team leader/manager
* Updating and maintaining of databases and use of IT systems, including SystmOne
* Working as an effective member of the team to deliver the service.
* Communication with patients, relatives and advocates.
* Duties will include dealing with ad hoc patient queries, basic triaging of patient needs (non-clinical), accessing and checking patient and service records. This is not an exhaustive list.
* To work on any other projects or other work in the department as requested by the team leader/manager.
* Any other tasks as required that are commensurate with the role.
Person Specification
Qualifications
* NVQ Level 3 or equivalent work related experience
* Health and Social Care Qualification
Work Related Knowledge and Experience
* Proven track record of engagement with people in a customer focused environment
* Demonstrable experience of either administrative, data entry and use of IT skills in a practical setting
* Excellent knowledge of the local community
* Demonstrable knowledge of a range of Provide services and how best to access them
Skills
* Well organised and ability to prioritise workload
* Excellent communication skills both written and verbal
* Able to work under pressure and in target driven environment
* An understanding of confidentiality
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
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