Job responsibilities The role includes:- Being a key member of the General Practice team, building relationships with internal and external stakeholders Supporting the practice manager and other team managers in the management of day-to-day operations Dealing with all tasks from the Partners, Doctors and Nurse Practitioners. This will involve relaying messages to patients, following up queries and any other duties from the GPs and NPs. Booking patients appointments both face to face and on the telephone. Generate, print and distribute where necessary ICE blood test forms as directed by the originator. Passing on messages, giving as much detail as possible or where necessary leaving clear, concise messages on the telephone. Liaising with the Partners, Doctors and Nurse Practitioners. Handling phone calls from the main phone line from a variety of sources including patients, family members, and hospitals and taking the necessary action. Also, handling similar queries submitted digitally via our website. Discuss with patients, sick note requests detailing as much information as possible and pass to the relevant GP and re-contact patient when issued/with message. Handing over/explaining to team members any outstanding queries and fully explain. Liaising with other Integrated Care Co-Ordinators to arrange patient care packages. Order Community Nurses via telephone and electronically as instructed. Ambulance transport booking both via the hospital service and Transport Plus. Chase up letters, results etc with external providers i.e. hospitals, physios. Answer queries from patients and hospitals. Liaising with dispensary in connection with medications. Send DNA letters to patients as communicated from the Partners or Scanning Team. Organise, send letters, update spreadsheets and contact patients relating to Unplanned Admissions. Report to the Patient Liaison Co-ordinator and co-ordinate workloads and carry out any duties in support to their role. Maintain the correct level of Safeguarding training for this role. Deal with any death notifications from family members, homes and liaise and process accordingly. Observe health and safety guidelines at all times. General housekeeping (e.g. keeping reception and waiting areas tidy) Assist with Administration functions as needed e.g. registrations, scanning Any other reasonable duties as necessary. Provide hands-on support for any team needing extra support Attend meeting appropriate to role Ensuring staff always adhere to practice policies and procedure Assist in complaints and significant event handling Monitoring compliance with health and safety legislation and management of practice premises Assist with the Practice IG compliance requirements Help with development of practice policies and procedures Assist in running searches, compiling reports and audits on the clinical system Help monitor news from various sources and ensure information is disseminated appropriately Supporting the practice in monitoring and achieving Quality Outcome Frameworks (QOF) Support the practice in monitoring and achieving PCN requirements including the Impact and Investment Fund (IIF) targets Help the Practice maximise Enhanced Services and other income streams Assist the Practice in Care Quality Commission (CQC) compliance Help monitor and disseminate information on safety alerts Help in compiling data for strategic management and development Assist in Practice marketing and communications Work with specific caseloads of patients as directed by the Practice Support the NN2 Covid Vaccination Programme, working alongside the general practice teams to smoothly deliver vaccinations to patients from the PCN Providecoordination and navigation for people and theircarersacross health and care services, working closely and in partnership with practice Integrated Care Coordinators (ICC), the Norfolk County Council ICCs and Social Prescribing Link Worker(s) or social prescribing service provider (NCAB) and Health and Wellbeing Coach(es) Must be qualified, enrolled in or will undertake any appropriate training as set out by the Personalised Care Institute Raise awareness of how to identify patients who may benefit from shared decision making and support PCN staff and patients to be more prepared to shared decision-making conversations Assist with coordination and report on Quality and Outcomes Framework Improvement (QI) projects across the Practice and PCN. Helping to overseeing childhood immunisations & vaccination rates Identify additional non-DES projects to exploit benefits of PCN Provide administrative support to the practice manager in connection with PCN responsibilities (maintain PCN agreement, Data Sharing Agreement, and other supporting papers) Utilise population health intelligence to proactively identify and work with a cohort of patients to deliver personalised care; Support patients to utilise decision aids in preparation for a shared decision-making conversation; Holistically bring together all of a persons identified care and support needs, and explore options to meet these within a single personalised care and support plan (PCSP), in line with PCSP best practice, based on what matters to the person; Help people to manage their needs through answering queries, making and managing appointments, and ensuring that people have good quality written or verbal information to help them make choices about their care, using tools to understand peoples level of knowledge, confidence in skills in managing their own health; Support people to take up training and employment, and to access appropriate benefits where eligible for example, through referral to social prescribing link workers; Assist people to access self-management education courses, peer support or interventions that support them to take more control of their health and wellbeing; Explore and assist people to access personal health budgets where appropriate; Provide coordination and navigation for people and their carers across health and care services, working closely with social prescribing link workers, health and wellbeing coaches, and other primary care professionals; and Support the coordination and delivery of MDTs within the PCN. Any other reasonable requests made to help the Practice and its smooth running