Call and Recall Coordinator - St. Leonards, United Kingdom - City & Hackney Office of PCN's Ltd

Description

Role:
Call/Recall Coordinator


Salary:
£24,000 depending on experience and inclusive of ILW


Hours:
Full time (37.5 hours)


Responsible to:
Recall Supervisor


Accountable to:
Operations Manager/Director


Job Summary

Groups of GP Practices in City and Hackney have come together to form 8 Primary Care Networks (PCNS) each covering a total population of between 30,000-56,000.

The purpose of these PCNs is to enable GP practices to work together in a collaborative way to develop and deliver network-based services that respond to the needs of the local population.

We are seeking two enthusiastic individuals to support the City and Hackney Covid-19 Vaccination Recall Team.

This role forms an essential part of mass vaccination delivery within Hackney and City Primary Care Networks and their two core Local Vaccination Centres.

As a Call/Recall Coordinator the post holder will work as part of a team but also individually deliver safe and effective service for the mass delivery of the Covid-19 vaccinations and outreach programmes.

Job Purpose

• The post holder will work as part of a multidisciplinary team in a patientfacing role helping to support the Local Vaccine Sites (LVS).
• To provide expertise to support patients in preparing for or in followingup clinical conversations they have with primary care professionals. The post holder be the point of liaison for patients and interface with all health and social care professionals, including keeping everyone informed and updated.
• The post holder will work closely with GPs and other primary care professionals within the PCN, and they will identify and manage a caseload of identified patients, making sure that appropriate support is made available to them and their carers. They will also ensure that their changing needs are addressed.
• To focus delivery of the Comprehensive Model for Personalised Care to reflect local priorities, health inequalities and population health management risk stratification.

Key Responsibilities

• Contacting patients who have been sent a text message stating eligibility for the vaccine. Booking them for initial vaccination appointments.
• Main point of contact for patients who may call in to be booked for vaccinations and/or those patients who have been contacted in regard to their Covid19 vaccination.
• Working on lists calling patients who are due their Covid19 vaccine and booking them in.
• Remind patients for booked appointments and the followup of appointments where the patient DNA
• Recording, and making notes on EMIS and Accurx to update patient records.
• Taking part in daily team huddles.
• Help generate call/recall reports highlighting patients due for appointments in a clear and organised way

Decisions and Judgments

• The post holder exercises judgement and uses initiative and expertise regarding planning and prioritising of daily workload in relation to demands in order to participate in the provision of a Call/Recall service which meets the needs of public accountability.

Planning and Organisational Skills

• The post holder is involved in the planning and organisation of straightforward tasks, activities or programmes, some of which may be ongoing.

Communications and Relationships

• When speaking with patients diplomacy and empathetic skills are required, particularly when dealing with patients who are anxious about vaccinations. Reassurance and patience is especially required when speaking to patients.

Responsibilities for patient client care

• The post holder may be responsible for providing general nonclinical advice, information, guidance or ancillary services directly to patients, clients, relatives or carers over the telephone

Responsibilities for policy and service development implementation

• Follows policies in own role which are determined by others; no responsibility for service development, but may be required to comment on policies, procedures or possible developments.

Responsibilities for Financial and Physical Resources

• Observes personal duty of care in relation to equipment and resources used in course of work

Responsibilities for Human Resources

• Provides advice, or demonstrates own activities or workplace routines to new or less experienced employees in own work area.

Responsibilities for Information Resources

• Responsible for data entry, text processing or storage of data compiled by others, utilising paper or computerbased data entry systems.

Freedom to act

• The post holder is guided by standard operating procedures (SOPs), good practice, established precedents and understands what results or standards are to be achieved. They should be generally available for reference and their work may be checked on a sample/random basis.

Physical, Mental, Emotional and Environmental Demands of the Job

Physical Skills/Demands

• Advanced keyboard skills requiring high degree of speed and accuracy.
• Ability to use comp