Job Description

Job Purpose To provide an excellent, high-quality service to all customers using Nottingham Health & Care Point (NHCP) hosted by Nottingham City Care Partnership. To work within a busy administration team environment and to facilitate and administer a referral management, appointment booking & signposting function on behalf of majority of City Care Services, including specialist services. To possess a high standard of customer care principles and aim to achieve positive stakeholder experience from all that use the NHCP service. To work in collaboration with City Care services, stakeholders & Social care to support the aim for patients to get the right care from the right person at the right time in the right place.



To multi-task a variation of calls, including clinical calls for City Cares Community Nursing patients. This involves prioritising calls & making judgments based on the information provided by the patient/carer/Health Professional & tools within SystmOne To process Subject Access Requests on behalf of City Care services in line with current data protection legislation relating to the disclosure and sharing of personal information. Working closely with City Care services to ensure the information required is sent within 28 days to the recipient. Dimensions The post holder will be required to participate in all mandatory and role specific training as required.



Key Responsibilities To act as a single point of contact for the management of referrals and appointments to services hosted by Nottingham CityCare Partnership from Adults, Childrens & Specialist Services. To support & manage calls which may include information receiving or giving, or dealing with situations where the caller is confused, distressed or angry, or where communication may be a barrier. To have an understanding of all City Care services, adults & childrens services to be able to act as the interface between patients and CityCare healthcare professionals, and external services such as NUH and social care. To receive, process and manage referrals to the NHCP service, being efficient, informative and helpful to stakeholders.



To take ownership of the patients referral to ensure all required clinical information is obtained, using own judgment where the information provided is not immediately apparent. To effectively manage and administer the booking of clinic and group-based activity appointments, offering choice where possible to achieve a positive outcome for the patient. To accurately input and update patient records using various electronic systems such as SystmOne, NOTIS, Care Centric & Nottingham Health Care Point portal, including information gathering and generating & processing referrals, appointments, letters & SMS messages. To adhere to policies, procedures & guides within NHCP, assisting with the provision of audits for monitoring & training.



To distribute work within the team ensuring KPIs & priorities are met. To report all untoward events/near misses involving incidents or complaints, capturing all necessary information in line with City Care incident reporting procedure