Officer: Appeals & PHB Team
To provide and receive complex, emotive and sensitive patient information, on a daily basis. Deal with telephone and email enquiries from patients, relatives, carers and all staff groups providing appropriate information, directing and prioritising queries whilst maintaining patient confidentiality.
Recognising that contact with the service will be highly emotive and contentious in many situations regarding assessment co-ordination and discharge to assess protocols. Explain difficult processes to the public in a simplified, jargon-free way accommodating any cultural/language barriers to communication Comply with GDPR and Information Governance policies and procedures in relation to sharing of patient information.
To ensure all public and patient contact with the office is of the highest professional standard. Handle significant quantities of confidential and sensitive information on behalf of the Senior Managers, always ensuring the appropriate degree of confidentially and discretion is adopted at all times Support the Head of CHC, in the monitoring and implementation of NHSE directives including; Discharge to Assess programme and 28 day breach metrics Support the Head of CHC and relevant others with secretarial and administrative service; arranging meetings and panels, minute-taking for multi-stakeholder meetings, distributing agendas and papers, circulating action memos, drafting correspondence and diary management Ensure accurate and open communication and co-ordination with a range of organisations and individuals, researching and drafting correspondence and papers and ensuring the management of specific tasks, lead reporting and analysis across a range of specialties, functions and projects.
Be a key member of the team as well as supporting effective communication and stakeholder management, both internally and externally. To be responsible for the collation of data and information relating to patient referrals processed onto the patient management system using agreed protocols and procedures.To contribute to improving, recommending, and implementing processes across the CHC administration team, including effective information management within the team. Provide assurance on the data integrity of the information entered on the patient management system Be responsible for providing and presenting regular accurate and timely datasets, support and analysis to CHC Management.
Provide CHC Nursing Team with appropriate support, guidance and training in commissioning processes, advice and guidance in own area of expertise. To assist with the collation of data for Freedom of Information & Subject Access requests. To respond to requests for information and queries from internal and external colleagues in a timely and professional manner.
Participate in relevant internal and external working groups/projects, services and initiatives to provide, information, advice and expertise. Develop, implement, and maintain electronic data collection systems that will provide accurate and timely information.
Liaise with a range of stakeholders to share best practice. Work collaboratively with members of the team to address variance issues and proactively contribute to the implementation of solutions. To plan and organise own workload with limited supervision, resolving urgent requests for data and information.
Maintain high quality data standards whilst subject to frequent and unplanned disruptions. Follows organisational and departmental policies and procedures affecting role. Undertake internal audits as required. Carry out web based and publications research as appropriate To contribute to the on-going review and development of existing procedures to improve processing and retrieval of information.