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Detailed job description and main responsibilities

Main Duties & Responsibilities

1. To receive and process telephone calls from referrers into services, using appropriate proformas and processes and to appropriately handle any queries regarding the services
2. To liaise with health professionals to triage referrals to establish the appropriate destination for referrals and forward on as necessary
3. To undertake a safe and efficient allocation service in the hub. To allocate patient appointments for the Community Nursing and Therapy clinicians following the set process, from the monthly planner, to the holding ledgers and finally into the live ledgers, whilst utilising relevant data to include geography, skill mix and staffing levels.  Scrutiny of appointment detail against care plans that require performing will be undertaken to ensure a correct match and therefore preventing unnecessary visits
4. To demonstrate good customer care and communication skills when communicating with the public and health / social care professionals
5. To recognise the diverse needs and individuality of service users and demonstrate the ability to act with tact and diplomacy
6. To demonstrate knowledge of available automated facilities for receiving referrals, finding and checking patient information and storage of information in accordance with policies and procedures
7. Production of clinical summaries, reports, letters, forms, notices and minutes of meetings as necessary.

8. Maintaining information stored on the database by updating patient records on a daily basis and producing information as requested by team members.

9. Filing and storage of patient notes in accordance with policies and procedures.

10. To support and contact members of the intermediate care teams to ensure urgent referrals are dealt with within the appropriate response time by managing own time effectively and integrating this with the workings of the team.

11. To be aware of the Trust and department lone worker policy and ensure it is implemented appropriately.

12. To receive and record messages for members of the teams.

13. To be an active team member with shared responsibility for general housekeeping by prioritising your workload, identify and explore your own contribution to team working and contributing to the induction process of new members of staff.

14. To recognise any problems regarding the service, including any issues relating to quality and passing this and any constructive ideas on improvements to the service to the appropriate person.

15. To monitor and maintain stock levels, requisitioning and receipting as necessary, demonstrating an awareness of budgetary constraints.

16. To be committed to working within a changing environment, responding positively to new demands and changes and willing to be flexible to the changing needs of the service.

17. To be an active member of the training programme by the attendance at and participation in staff meetings, training sessions and external courses.

18. To participate in the staff appraisal scheme as an appraisee, maintaining a dynamic personal development programme (PDP).

19. To demonstrate an awareness of clinical governance and risk management and apply to work situation.

20. To work on a rotating shift pattern over a seven-day period. The hub is open all year round including Bank Holidays between the hours of 0800 and 1800.