JOB DESCRIPTION. CHC/Complex Care Administrator. Continuing Healthcare/Complex Care. Operational Lead. Administration CHC/Complex Care

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1 JOB DESCRIPTION Job Title CHC/Complex Care Administrator Pay Band Band 3 Base Department/ Team Responsible to Accountable to Responsible For 1829 Building, Countess of Chester Health Park, Chester Continuing Healthcare/Complex Care Operational Lead Strategic Lead Administration CHC/Complex Care Job Purpose: To support the office administration of the CHC/Complex Care Operational Team and provide an efficient and effective administrative service. To take responsibility for the administration and management of information entered on to the Continuing Healthcare/Complex Care database. The post holder will act as point of contact for all forms of communication directed to the Operational Lead and Individual Commissioning Nurses. The post requires excellent organisational skills, accurate typing and a sound knowledge of inputting to databases. Key Duties/Responsibilities: To take responsibility for the administration and management of the complex and sensitive information entered on the database on a daily basis, and be accountable for own actions. To undertake a range of procedures and practices based on a broad based knowledge, utilising physical skills developed, and advanced keyboard skills in order to maintain a working system for the monitoring and reviewing of all clients eligible for Funded Nursing Care (FNC), Continuing Health Care (CHC). Use of various IT packages and departmental databases. Provide point of contact for all forms of communication (including telephone enquiries) made to the Complex Care Team, using judgement to establish the validity and priority of the contact, and give non-clinical advice and information to client s relatives, carers and professionals involved. Frequent exposure to distressed and/or aggressive enquirers, providing reassurance, help and advice to relatives, carers and other professionals, remaining sympathetically professional at all times. 1

2 Receive and record all referrals, organising relevant patient appointments as directed by clinical staff and in conjunction with Government guidelines, exchange confidential and sensitive information. To provide and receive complex confidential information of a sensitive and contentious nature from staff, carers and professionals, requiring careful negotiation and persuasive skills, whilst maintaining good working relationships in the best interest of the client/patient. Plan, develop and implement new data systems and spreadsheets as required, by senior management in response to Government led directives. Ensure that review lists are maintained in an accurate manner and kept up to date at all times, keeping the Nursing Team fully informed of any changes to the client base. Take responsibility for the safe and secure handling and storage of all case specific confidential files paying particular regard to Information Governance standards (see below) To develop a sound working knowledge of the database on which all Continuing Health Care (CHC) and Complex Care (CC) records are kept. To arrange and prepare for meetings and provide administrative support, including the preparation of agenda and minutes, the distribution of papers and the taking of followup actions as and when required. Minute meetings and transcribe accurately. To organise meeting rooms and audio-visual equipment as required. To produce any relevant presentations, reports, statistics and information for the team as and when required. To work within the administrative team and provide appropriate cover when required. To undertake some project work as and when required under the direction and supervision of management. General office administration duties and any other duties commensurate with the role. This list of duties is not intended to be exhaustive, but indicates the main areas of work and may be subject to change after consultation with the post-holder to meet the changing needs of the service Key Relationships: Internal: Operational Manager, Individual Commissioning Nurses and other case managers, other administrators, CCG finance teams, CCG commissioners. External: Patients and public, health providers, local authorities, voluntary and independent sector providers. Generic Clauses for All Job Descriptions To ensure own actions contribute to the maintenance of a quality service provision. 2

3 To be responsible for the self-development of skills and competencies through participation in training and development activities and to maintain up to date technical and professional knowledge relevant to the post. To participate in the CCG Performance and Development Review and to undertake any identified training and development related to the post. To undertake statutory and mandatory training as deemed appropriate by the CCG. To develop and maintain effective working relationships with colleagues. To adhere to all CCG policies and procedures. Confidentiality All staff and contractors working for the CCG have both a common law duty and a statutory duty of confidentiality to protect patient (and indeed any personally identifiable) information and only use it for the purposes for which it was intended. The disclosure and use of confidential patient information needs to be both lawful and ethical. Information Governance CCG staff must keep up-to-date with the requirements of information governance and must follow CCG policies and procedures to ensure that CCG information is dealt with legally, securely, efficiently and effectively. Staff must appropriately manage the records they create or hold during the course of their employment with the CCG, making the records available for sharing in and confidentiality policies, procedures and guidelines (e.g. Freedom of Information Act 2000, Caldecott guidelines). Health & Safety All staff have a duty to ensure the health and safety of themselves and others whilst at work. Safe working practices and health and safety precautions are a legal requirement. ALL accidents must be reported to your manager and in line with the general philosophy of the CCG; you must participate in accident prevention by reporting hazards and following relevant policies and procedures including Moving and Handling guidelines. Risk Management You are required to contribute to the control of risk and use the incident reporting system to alert the CCG of incidents or near misses that may compromise the quality of services. Infection Control All staff have a duty to comply with policies and guidelines in relation to Infection Prevention and Control. You have a duty to ensure that you minimise the risk of infection and infectious diseases. This responsibility includes minimising the risk by highlighting any concerns you may have to the appropriate person as identified in the policies and guidelines and challenging inappropriate infection control and hygiene practice. Equality & Human Rights The CCG will ensure that job applicants and prospective and current employees are treated solely on the basis of their merits, abilities and potential without any unjustified discrimination on grounds of age, gender reassignment, marriage and civil partnership, pregnancy and maternity, sex, sexual orientation, disability, race, religion and belief. 3

4 Safeguarding Children and Adults The CCG has a zero tolerance approach to the abuse of children, young people and vulnerable adults. All staff must ensure they adhere to the CCGs safeguarding children and adults policy and comply with the Local Safeguarding Children and Adult Board procedures. They must be mindful of their responsibility to safeguard children and adults in any activity performed on behalf of the CCG in line with the requirements of statutory guidance and legislation. Staff must keep up to date with safeguarding knowledge and skills by undertaking mandatory safeguarding training as specified in the CCG safeguarding policies, which includes understanding and recognising the signs of abuse and knowing how to raise concerns when those signs of abuse are noticed in a person. Codes of Conduct and Accountability You are required to comply with codes of conduct and accountability and any relevant codes of conduct dependent on profession (i.e. N&M/NHS Managers/Allied Health Profession etc). 4

5 PERSON SPECIFICATION JOB TITLE Complex Care Administrator PAY BAND Band 3 ESSENTIAL DESIRABLE METHOD OF ASSESSMENT (Application / Interview/ Assessment) QUALIFICATIONS NVQ Level 2 or equivalent work experience GCSE English (level C or above) or equivalent standard. GCSE Maths (level C or above) or equivalent standard. KNOWLEDGE A knowledge and understanding of confidentiality issues SKILLS Good organisational skills and a commitment to quality standards To be able to prioritise own workload, deal with changing demands and ability to manage time efficiently Transcribing Competent in using internet for research and information Effective communication and interpersonal skills An understanding and ability to work in a team Experience of data collection and monitoring systems. Experience of working in a busy office environment Experience of working in a healthcare environment. EXPERIENCE Experience of maintaining database systems for a minimum of 12 months Experience of Microsoft systems 5

6 OTHER A commitment to quality customer service A non-judgmental approach to issues relating to equal opportunities Ability to adhere to standards and procedures. The CCG does not require a Standard/Enhanced Disclosure through the Criminal Records Bureau for this post to ensure suitability for employment. Signature of Postholder:. Date: Print Name:. Signature of Manager:.. Date: Print Name:.. 6

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