London / permanent / £17,100

Rose Harvey

Job Purpose/Summary

The Jobholder works as part of the local coordination team responsible for the co-ordination of all Marie Curie services within the local coordination hub.

As the coordinator you will be responsible for supporting the co-ordination and booking of the care for Nursing Services, Hospice and Helper services as required. This will Include the charities Planned Variable (Nights) and Multi-Visit (Days) Services ensuring that required timescales are met. This requires a high level of diplomacy and communication skills and the ability to work accurately and under pressure. 

You will also liaise with Hospice staff, Nurses and volunteers and their managers, the local CHC teams and patients’ families and carers as part of the co-ordination of the charity’s Nursing Service. 

Accountabilities (Duties and Responsibilities)

•    Support the Senior Coordinator, Senior Nurse and Registered Nurses with the end-to-end co-ordination of patient care. 
•    Monitor and support the Senior Nurse and Registered Nurses Day to day activities. This includes: The accurate and timely input of patient details and undertaking general administration. 
•    Ensure that accurate computer records are maintained for referrals, nurse allocation, cancellations, packages of care and financial data.
•    Support the co-ordination of the charity’s services in the specified region.
•    Support the co-ordination of bookings in respect of days and nights.
•    Work with staff, managers, and service users to find ways to resolve straight-forward problems and concerns. 
•    Demonstrate respect for patient and carer autonomy, beliefs and values and maintain patient confidentiality and dignity.
•    Alert the CNM of any IT systems changes that could have an adverse impact on the operations of Caring Services. These include planned IT changes which may require downtime to applications and services.
•    Liaise via the telephone with colleagues. Providing and receiving both routine and complex information exercising professional judgement, sensitivity, confidentiality, support, and non-clinical advice when dealing with sensitive/distressing and emotional situations. 
•    Provide nonclinical information to patients, relatives and other healthcare workers on an ad-hoc basis
•    Answer telephone enquiries from the public and health professionals, dealing sensitively with distressed callers, seeking advice from senior colleagues where necessary.
•    Receive and relay messages promptly and accurately.

Skills / Abilities
•    Excellent communication, inter-personal and organisational skills
•    A commitment to helping patients with complex care needs
•    Experience in a customer care or mediation role, including dealing with complaints in a health setting
•    Excellent attention to detail & accuracy
•    Ability to solve problems and take proactive action to address issues
•    Ability to work in a multi-tasking environment
•    Self-confident and intuitive
•    Willing to work with a degree of flexibility according to the needs of the trainee & the charity
•    Intermediate IT Skills
•    Working knowledge of windows applications, including databases.
•    Understanding of quality performance
•    Experience of working within a customer services environment