[ref. o3782320] Care Coordinator

Who We Are

By working closely with our PCNs and other key partners, including the Local Authority and community organisations, we help people to stay well and live healthier lives for longer.

We operate Federation-led services including Respiratory and Spirometry hubs; Community Cardiology; Community Dermatology; Community Diabetes service; Access E-hub and Enhanced Access and we support PCNs with managing their NWL single offer contract of services and the National Network DES contract, including ARRS roles.

We are proud to have a unique model of community-led care and support to tackle imbalances and inequality in the system called ‘The Octopus’ and takes us on a journey as part of the Westminster Integrated Neighborhood Team (INT)

We work collaboratively with other partners in the commercial sector including joint ventures; research and consultancy.

Our Purpose

Our purpose is to transform Health and Wellbeing in our communities

Our Vision

Our Vision is to be the Healthcare Provider of choice, rooted in primary care.

Our Values

For our practices, patients, teams and ecosystem we commit to be:

Aspirational: we nurture and motivate so our people are enabled to reach their full potential

Our Approach

Our approach is to deliver exceptional assistance to our 32 General Practice members and to operate our NHS contracts in a manner that supports our Practices and their patients by providing services economically, locally, promptly and in a familiar environment.

Our employees work flexibly according to the needs of our customers, typically onsite at our practices, or hub sites including South Westminster Centre or at our office at Capital House near Edgeware Road tube station.

Role Summary

The Care Coordinators will work within the pharmacy team, who work across multiple practices within 4 PCNs, and support other HCL services when required.

This role will be based at HCL Head Office, Capital House, 25 Chapel Street, London, United Kingdom, NW1 5DH

Requirements

Role Requirements and Responsibilities

1. Rota production for all team members and ensuring timely dissemination to practices. This will involve collating all planned absences, supervisions, training etc. and working with the Deputy Heads of Pharmacy to sign off
2. Recruitment support – sending out interview invites, outcome emails, tests etc.
3. Liaising with practices on behalf of the Clinical Pharmacy team – to disseminate rotas, address any issues identified, collate feedback from the practices etc.
4. Produce minutes and action notes from team meetings
5. Set and send calendar invites for the Clinical Pharmacist and Senior Clinical Pharmacist meetings for full year
6. Ensure room bookings for face to face meetings and to support other ad-hoc meetings
7. Liaise with Operational leads for Remote Pharmacy team to ensure contract key performance indicators are being delivered. This will include tasks like:

• Running reports
• Sending texts to patients on behalf of Pharmacy team

1. Remote Provision Contract review meetings

• Collate data – audit on Completed SMRs, Declined
• Send out agenda and data ahead of meeting
• Produce minutes/action notes from meeting

1. Month end Payroll data provision – joiners/starters, sick leave, overtime etc.
2. Oversee Workable recording of sickness absences for the Clinical Pharmacy team
3. Support Clinical Pharmacy Senior Team with audit/performance data gathering
4. Support the Clinical Pharmacy Senior Team with Supervision record keeping
5. Support the Head of Pharmacy to ensure HR records for team are up to date – including GPhC checks, Indemnity insurance records, Non-Medical prescriber governance etc.
6. Update and maintain the email distribution and Teams channels for starters and leavers
7. Other tasks that may be required from time to time as the role and Clinical Pharmacy team evolves

HCL services

Support any HCL wide service as may be appropriate. This could include Vaccination, Spirometry, Healthy weight management etc.

All of the above involve telephone calls, accepting referrals, discharging patients, managing email inboxes, collaborating across teams etc.

Person Specification

• Computer literate, able to use Microsoft Office software suite, sending emails via NHS mail and learn the relevant software/tools required to do the job.
• Numerate and literate, able to supply reports as required.
• Excellent communication skills, both verbal and written. Confident speaking to service users and clinicians in a face-to-face setting.
• Confident speaking to service users via telephone.
• Has, or can show capacity to develop, a good knowledge of primary care and local services.
• Knowledge of personalisation and public health agendas, including the Digital First Primary Care programme.
• Multi-tasking utilising IT (SystmOne), email, telephone systems and having excellent attention to detail.

• Experience working in a GP practice or patient facing admin/receptionist role.
• Excellent SystmOne or EMIS skills. HCL uses SystmOne.

• This requires someone with a mature outlook, with a willingness to learn and work as part of team as well autonomously.
• Participate in any training programme implemented by the organisation as part of this employment.
• Solution focused and able to work to service specifications and targets.
• Ability to deal with challenging and vulnerable people and having the emotional resilience to manage difficult and upsetting conversations where necessary.
• Tactful and diplomatic, able to build rapport with people from a wide range of backgrounds.
• Works in a systemised, process driven way, able to handle and manage a high level of volume of tasks and information

The above list of job duties is not exclusive or exhaustive and the post holder will be required to undertake such tasks as may reasonably be expected within the scope and grading of the post.

KEY WORKING RELATIONSHIPS

The post holder will be required to:

• Maintain constructive relationships with a broad range of internal and external stakeholders, including:
• General Practice
• North West London ICB
• Participate in relevant internal and external working groups/projects, services, and initiatives which develop the role and the service within Central London.

• Cycle to work scheme
• Discretionary pay progression and bonus scheme
• Employee Assistance Program (EAP)
• Eye care voucher scheme through partnership with Specsavers
• Free tea/coffee etc.
• Life Assurance scheme
• Modern office
• NHS Pension
• Refer & Earn scheme
• Volunteering opportunities
• We Care Wellbeing through Canada Life including 24/7 GP access for employee and immediate family, Toothfairy Dentist on Demand, myStrength personal wellbeing support and CBT Therapy