CHC/PHB Business Support

Detailed job description and main responsibilities

Act as a point of contact for the CHC team, dealing with routine and specialist enquiries in a pleasant and helpful manner, communicating relevant information to stakeholders both internal and external, and referring to others as appropriate.

 

Act as the central point of contact for an allocated CHC case load ensuring that all correspondence, messages and enquiries are logged, acknowledged and prioritised. Ensure those requiring actions are prioritised and communications are responded to appropriately and in a timely and professional fashion.

 

Assist in the management of the Broadcare Database, registering, updating      and generating reports as required, including Benchmarking and some Financial reports

 

Support an effective and efficient CHC/PHB referral management system.

 

Inputting into, monitoring and printing reports from computerised systems.

 

Minute/note taking as and when required.

 

In the absence of a senior team member, use independent judgement to ensure any problem arising is managed in an appropriate manner.

 

Work closely with the CHC nurses and PHB advisor to develop CHC PHB

 

Ensure the integrity of the team by maintaining a professional manner and ensure all contacts with internal and external partners are conducted in a professional and welcoming manner.

 

Arrange multi-disciplinary meetings with internal and external colleagues, and patients and their families

 

Responsible for sorting of all incoming post and ensure distribution to the relevant person, and to ensure that all out going post is documented. To send post recorded delivery when requested.

 

Photocopying and word processing documents, letters, emails, minutes and reports when required. Post holder must have a standard level of keyboard skills and able to use Microsoft Office programmes.

 

Responsible for organising meetings for the CHC/PHB team and planning any administrative work as required.

 

Work as an effective member of the CHC Team, supporting colleagues with work tasks as appropriate. This will include support and providing cover to other administrative staff during Annual Leave.

 

COMMUNICATION

Answer telephone calls, taking messages and passing on accurately to the relevant departments/person.

Work well with other members of the CHC/PHB team, senior managers within the CCG, Local Authority, GPs, Providers and other relevant companies.

 

 

INFORMATION RESOURCES,  ANALYSIS AND  DECISION MAKING

Able to work on own initiative and unsupervised, within defined policies and procedures to set timescales.

Provide administrative support to staff, using organisation and prioritisation skills to manage own workload.

 

Plan and organise own workload sensibly to ensure any deadlines linked to role are met.

 

Assist in the management of the Broadcare Database, registering, updating and generating reports as required, including Benchmarking and some financial reports.

 

PLANNING & ORGANISATION

Contribute to the promotion of the CHC/PHB team, checking that information is up to date and well presented.

Ensure that all FOI requests are dealt with appropriately using the agreed internal processes and escalating/monitoring as appropriate.

Have a flexible/adaptable approach to their work in order to meet various deadlines.

PATIENT/CLIENT CARE

Interaction with patients, healthcare professionals and family members etc will be a daily occurrence. It is imperative the post holder is able to communicate clearly and effectively with people of all ages from all backgrounds. On occasion, cultural barriers to patient and family engagement must be removed by being able to book interpreters when needed, building trust with communities where there may be challenges and recognising and putting in place best methods of communication for people with learning disabilities, autism, visually impaired etc. The ability to navigate best method of communication and engagement are crucial within this role.

 

POLICY & SERVICE DEVELOPMENT

Familiarise yourself with, and adhere to the CCG safeguarding policies, procedures and guidelines for both children and adults at risk of abuse or neglect. This must be in conjunction with the Multi-agency Safeguarding Children and Safeguarding Adults at risk of abuse or neglect  Multi- Agency Policy, Protocols and guidelines

Attend mandatory safeguarding children and adults at risk of abuse or neglect training and updating relevant to their position and role.

Promote an ethos of encouraging best practice regarding safeguarding matters

All policies are available from the point of induction. Time must be taken to gain familiarity with these policies and management should be approached should you be in any doubt

 

FINANCIAL & PHYSICAL RESOURCES

Ordering patient equipment via the IProcurement platform in Oracle. Orders are raised via a requisition process following the approval of equipment by senior management

 

PEOPLE MANAGEMENT

Demonstrate office systems and department requirements to new starters.

 

RESEARCH, DEVELOPMENT & AUDIT

Undertake Research and Development as directed

GENERAL RESPONSIBILITIES

Infection Control

It is the duty of every member of staff to take personal responsibility for the prevention and control of infection, as laid down in the GM ICS policies and procedures which reflect the statutory requirements of the Hygiene Code.

Health and Safety at Work

All   employees    are  required     to take reasonable care for the health and  safety of themselves and other persons who may be affected by their actions or omissions at work and co-operate with the employer in ensuring that all statutory and other requirements are complied with.

 

Confidentiality & Data Protection

Employees are expected to comply with all confidentiality policies and procedures and to work in accordance with the Data Protection Act 2018. For those posts where there is management or supervision of other staff it is the responsibility of that employee to ensure that their staff receive appropriate training (e.g. induction, organising refresher sessions for staff when necessary.)

You should disclose information only to authorised persons or organisations as instructed. Breaches of confidentiality may result in disciplinary action, which may include dismissal.

Conflict of Interest

Greater Manchester Integrated Care is responsible for ensuring that the services for patients in its care meet the highest standards. Equally, it is responsible for ensuring that staff do not abuse their official position, to gain or benefit themselves, their family or friends.

Equality and Diversity

Employees are expected to work within the principles set out in the GM employment equality policy and other relevant  policies:

Equality, diversity and human rights are at the heart of Greater Manchester Integrated Care and everything it does.

Disadvantages experienced by people due to their protected characteristics will be removed or minimised to create an environment in which individual differences and the contributions of all staff are recognised and valued.

Steps will be taken to meet the needs of people from protected groups where these are different from the needs of others   and reduce underrepresentation of people with particular protected characteristics and increase the diversity of our workforce, both at an organisational level and within different job roles.

A zero-tolerance to intimidation, bullying or harassment, recognising that all staff are entitled to a working environment that promotes dignity and respect for all.

Act as an agent for change within communities by positioning equality, inclusion and human rights at the heart of local delivery plans. (While this will be achieved in part by being championed at a senior level, it can only be fully achieved through all those working within Greater Manchester Integrated Care recognising and adhering to their own personal responsibilities in this regard). 

Take steps to ensure that you understand the rights and responsibilities under the Employment Equality Policy

 

‘At Risk’ Groups

To carry out responsibilities in such a way as to minimise risk of harm to children, young people and adults “ at risk” and to promote their welfare in accordance with the Children Act 2004, Working Together to Safeguard Children (2006) and No Secrets guidance (DH 2000). To demonstrate an understanding of and adhere to    NHS  Greater Manchester protection policies.

 

Standards of dress

All staff are expected to abide by the  organisations  guidance on standards of dress. Any less favourable treatment in dress code because of a protected characteristic  could be direct discrimination, therefore, dress codes must not lead to harassment by colleagues or customers. Dress policies for men and women do not have to be identical, but standards imposed should be equivalent. It is best to avoid gender specific prescriptive requirements. Reasonable adjustments should be considered for disabled staff, and reasonable accommodations on grounds of religious belief which could include not applying or adapting dress code requirements, for example where their impact is more onerous on a disabled employee or interferes with an employee’s religious observation. We will be flexible and not set dress codes which prohibit religious symbols that do not interfere with an employee’s work. Transgender employees should be allowed to follow the organisation’s dress code in a way which they feel matches their gender identity.