Job Description

This role is not eligible for visa sponsorship. If it is identified that you require sponsorship to undertake this role your application may be withdrawn



The ICC for Urgent Care acts as a single point of access to provide an integrated care coordination service for Urgent Care in Staffordshire.



ICC recognise that most often, the best place for a person to receive care is in the community and where possible in their own home when it is safe and appropriate to do so. ICC support colleagues to manage the escalation of patients at their usual place of residence to access appropriate care in the most appropriate place by the most appropriate service. This may be in the community or via an outpatient clinic avoiding unnecessary hospital admissions or ambulance convey. Not only does this approach better support patients to avoid a hospital attendance or admission where possible, it also helps to protect vital resources including ambulances and emergency departments for those who need them most.



ICC take referrals for Staffs and Stoke-on-Trent residents aged 18 and over and make referrals onto services in the community and in the acute hospitals for patients. This includes physical health and social care pathways. Examples of some of the services we refer to are Community Nursing, Community Rapid Intervention Service, First Contact and Front Door Social Care and specialist community teams. ICC continue to expand the number of services available all the time.



Our service is expanding offering an exciting opportunity to support Staffordshire and Stoke on Trent Urgent Care needs. We're looking for dynamic, innovative individuals to join our Integrated Care Coordination for Urgent Care (ICC) service based at Haywood Hospital, to provide support, receive and action referrals.



The aim of the ICC is to act as a single point of access to support patients to remain in their home, prevent unnecessary admission to acute care and to facilitate collaborative Multidisciplinary Team (MDT) management for patients closer to home.



You will play an integral part in the team by providing effective and efficient problem solving, networking, call handling and act as a focal point for communication. You should be highly skilled in administration and demonstrate self-management skills to enable an effective and efficient high-quality service, contributing to achieving key objectives and outcomes of the service.



Weekend and out of hours working is required as the service operates 365 days a year. Occasional travel may be required and candidates will need to hold a valid driving licence and have access to a car for work purposes.



Supporting care coordination and navigation for individuals presenting to the urgent care system To support and signpost to the most appropriate service or setting working within a multidisciplinary team To liaise with wider multidisciplinary colleagues across the community setting Ensure high quality coordinated patient care

Come and work with us at our award-winning NHS Trust, leading the way for trying new and better ways of working to help improve life for our local communities.



We have around 9,000 staff who provide physical and mental healthcare, support for people with learning disabilities, and adult social care across Staffordshire, Stoke-on-Trent, Shropshire, and Telford & Wrekin. We also run regional and national services, including help for new parents (perinatal care), eating disorders, forensic services, sexual health, and support for people in prison with mental health, drug, or alcohol problems.



We offer great career development for both clinical and non-clinical roles, with ongoing training and support to help you learn and grow.



We are 'United in our Uniqueness' and committed to creating a workplace where everyone feels welcome and can be themselves, no matter their background or identity. We want our staff to feel supported and valued, and we aim to build a team that reflects the communities we serve. Together, we can make sure every voice is heard, and every difference is respected.



Please note, we may be required to close this vacancy early if we receive a high volume of applications



Please be aware that the use of artificial intelligence (AI) in completing application forms will be monitored to ensure fairness and transparency. If you have used AI you must state this in your application.



Main duties and responsibilities



To provide coordination and navigation to patients, families and carers in order for them to access the right care at the right time in the right place.



Support the team in the coordination of referral pathways to navigate patients to the right care at the right time in the right place avoiding unnecessary hospital admission when safe and appropriate to do so.



Have an understanding of appropriate and alternative pathways



To meet regularly with supervising clinician to review clinical issues, and with team leader for managerial support.



To highlight individual's changing needs or wider service issues.



Under supervision signpost unsuitable referrals to the relevant service as necessary.



To identify issues and assist in unblocking processes to allow for timely individualised assessment, escalating to line manager where appropriate.



To act as an advocate when coordinating and navigating care.



To contribute to the assessment of and adhere to risk management measures under direction of senior clinicians.



To adapt in response to changing needs and circumstances of the service.



To actively participate and contribute to team meetings.



To attend regular meetings with the wider multidisciplinary, team.



To be a key service link for the ICC for Urgent Care.



To attend courses, meetings and special interest groups as identified and agreed within the team/service.



To ensure outcome measures are routinely used and collated appropriately.



To provide individual activity and performance data in a timely manner on request



To participate in projects as required



May be required to complete audits and surveys in relation to their role.



Contribute to the development and implementation of best practice within the service, including contributing and supporting the creation of SOPs and Policies within the service.



Systems and equipment



Maintain accurate contemporaneous records and other documentation in accordance with Midland Partnership University NHS Foundation Trust NHS Trust Polices, legal requirement and Professional Code of Conduct.



To write and maintain accurate and timely patient records within the standards set on record keeping and the Trust's code of confidentiality.



Utilise technology/equipment to record and input relevant and essential information in line with local and national policies/procedures using RIO as a clinical system and accessing digital systems of partner organisations with shared permissions for the purposes of patient care and UEC system need.



The daily use of Microsoft Office packages such as Outlook, word, Excel and PowerPoint.



Input or extract data, as required, into/from non-clinical data systems (such as ESR, E-Rostering) and clinical data systems including RiO, iPortal, Care Director, Liquid Logic and Meditech.



Collating and organising resources for patient use including information from recognised sources.



Seek advice from senior clinicians when necessary.



Communication and relationships



Communicate and relate with a range of employees of the Trust, multidisciplinary colleagues, visitors, service users, carers, students, members of the public and other system partners and agencies with a professional and sensitive approach using a variety of communication and customer service methods - always maintaining professional boundaries.

Receive phone calls, recording messages accurately, liaising with other administrative, assistant navigators/navigators and health professionals, carers, service users and GPs ensuring that suitable action is taken.

Use email applications such as Microsoft Outlook and Hybrid Mail in order to send, receive and distribute email correspondence appropriately and in accordance with the Trust's Acceptable Use of Information and IT - Policy and Guidance.

Demonstrate an understanding of the importance of effective team working within a multi-disciplinary team. Have the ability to adapt and use initiative as the need arises.

To participate in the induction of new members of the Teams as required, may be called upon to demonstrate own role to trainees and less experienced employees.



Decisions and judgements



Work within clear guidelines and processes but will have autonomy to plan and prioritise own workload and act independently

T o be accountable for own actions and work with the clinicians, demonstrating an understanding of the scope of the role and when to refer to clinicians.

To make appropriate decisions within the remit of the role seeking guidance and/or advice from clinicians when necessary.

At all times promote the safety and wellbeing of self, service users and colleagues by undertaking safe working practices whilst working under remote supervision.



Physical demands of the job



The post holder will be expected on a daily basis to implement developed physical skills pertinent to the area of specialism, for example computer and keyboard skills, health and safety, de-escalation skills and driving.

The post holder will be expected to sit in a restricted position whilst undertaking appointments or whilst driving.



Most challenging/difficult parts of the job



Respond to surges in the Urgent Care system.

Occasional exposure to distressing or emotional circumstances, utilise regular managerial and clinical supervision for support and to ensure discussion and learning as per Trust guidelines.

Manage unpredictable daily changes to work pattern to ensure service commitments are covered, good concentration with the ability to follow through and complete tasks for patients to support patients to access the right care at the right time in the right place.

Occasional exposure to unpleasant behaviour / verbal aggression from patients accessing the service.