Discharge and Flow Coordinator

Hours: Full time - 37.5 hours per week

At UHBW we are creating two new Transfer of Care Hubs to support our patients with discharge planning from admission through leaving hospital and into the community; one Hub at the Bristol Site and one at Weston General Hospital. The Transfer of Care Hub will bring together our community partners (Sirona), Local Authorities and Voluntary Sector colleagues across BNSSG to create a new team from multidisciplinary backgrounds. 

The Transfer of Care Hub will bring together, Acute Trust Case Managers, and Patient Flow Coordinators, Social Workers, Local Authority Discharge Coordinators, Sirona Case Managers, Community OT's, the Homeless Team, Voluntary Services and Flow and Discharge Coordinators. 

The aim is to work collaboratively and holistically to support patients to get 'Home First'. We are looking to recruit a number of Discharge and Flow Coordinators (for Bristol and Weston sites) to join the Transfer of Care Hub based on the wards. 

Discharge and Flow Coordinator will support the effective management of patient discharge from hospital and will play a pivotal role in supporting ward-based colleagues with patient discharge plans (including managing patient expectations, supporting with practical elements relating to discharge; booking transport, ensuring TTA's and discharge summaries are done, checking equipment, liaising with onward care providers). You would be integral in providing an excellent service to our patients easing their transition home.

Main duties of the job

We are looking for an outstanding individual who:

• has exceptional administration and organisational skills.
• is enthusiastic, driven and practical.
• has excellent communication and engagement skills.
• can adapt to different ways of working.
• is able to prioritise workload.
• constantly strives to make improvements.
• can use their own initiative as well as working as part of a team.

Main duties of the job

• Act as a first point of assistance for both internal and external enquiries relating to patient discharge.
• Facilitate and support effective and early communication between hospital staff, the patient and their family with regards to discharge planning.
• Manage patient communications via telephone and through Trust systems to create letters and emails.
• To act as a point of contact for queries from clinical and non-clinical staff.
• Liaise with clinical and non-clinical teams across the Trust via telephone and email.
• Escalate patient queries, capacity problems and general issues to line manager or relevant clinical staff as appropriate.

The position is full time, Mon-Fri 8am-4pm.

Person specification

Qualifications and Training

Essential criteria

• Educated to GCSE, grade C or above (or equivalent) in English Language and Maths.
• Business and Administration Level 3 NVQ or equivalent experience.

Knowledge and Experience

Essential criteria

• Experience of dealing with the public, both on the telephone and in person.
• Clerical / administrative experience, including filing and/or reception.

Desirable criteria

• Previous experience of using a Patient Administration System.
• Previous NHS experience.

Skills and Abilities

Essential criteria

• Effective and polite manner when dealing with people, both face to face and on the phone.
• Able to work under pressure and meet deadlines whilst maintaining a high standard of accuracy.
• Ability to work effectively in a busy team, adjust to change and motivate others.
• Ability to work on your own, using your own initiative, if required.
• Confidence to handle difficult conversations with patients, relatives and carers.
• Effective organisational skills.
• Good IT skills including Microsoft packages.
• Attention to detail.

Desirable criteria

• Working knowledge of admission policies and procedures.

Aptitudes

Essential criteria

• Empathetic.
• Resilient.