Clinical Experience Coordinator - Mental Health

Job Description

POSITION: 6 Month Fixed Term Contract, Full Time

LOCATION: Fully remote

SALARY: £25,500 - £27,000 per annum

OUR COMPANY

Founded in 2013, Healios is a leading specialist digital healthcare company working to empower patients and families affected by mental health, autism and ADHD conditions to support long-term outcomes and wellbeing. Our mission is to bring exceptional healthcare to anyone, anytime, anywhere.

Healios is pioneering the world’s first digitalisation of NHS Mental Health Trust outpatient services, covering multiple complex specialist assessment and psychological intervention services. By digitising entire clinical pathways, we enable children, adults and their family members to receive and seamlessly transition between clinical services from the comfort of their home.

You can find out more about us by clicking here!

OUR TEAM

Our Clinical Experience Coordinator Team’s focus is on ensuring our clients and their families have a positive experience by facilitating and coordinating the client journey within our Neurodevelopment and Mental Health Services.

THE OPPORTUNITY

We are seeking a Clinical Experience Coordinator to play an integral role in ensuring clients positive experience in facilitating and coordinating the client journey within Healios Neurodevelopment and Mental Health Services and be responsible for the smooth running of this journey.

The Clinical Experience Coordinator will ensure that clients are prepared for their assessment or intervention with Healios, by providing them with the advice and information they need, arranging sessions and ensuring attendance at appointments. Throughout the client’s engagement with our clinical services, the Clinical Experience Coordinator will act as a client liaison between the client and the clinical team ensuring that the relevant information is provided promptly to those who need it.

The Clinical Experience Coordinator will also take responsibility for monitoring the client journey, contributing to ensuring planned timescales are met, liaising with the senior clinical team as required.

To be successful in this role, below is what we would need from you:

• Good standard of secondary education with literacy and numeracy skills demonstrable to GCSE grade C or equivalent standard
• Experience of working in an NHS setting
• Experience of working with parents of children and/or adults with additional needs
• Knowledge of psychological terminology and understanding of client pathways
• Proficient in the use of computerised patient systems
• Administrative and organisational experience
• Ability to adapt communication, taken into account varying needs
• Excellent telephone / communication skills
• Real passion for supporting people to improve their lives
• A desire to become part of a collaborative environment and share knowledge and learning for the benefit of all
• A curious mind-set that underpins your continuous drive to challenge the status quo for achieving better outcomes
• Well-developed skills in the ability to communicate effectively, orally and in writing, complex, highly technical and/or clinically sensitive information to clients, their families, carer and other professional colleagues both within and outside the NHS
• Flexibility to support our mission of bringing healthcare to anyone, anytime, anywhere
• A commitment to ethical practice and adherence to the highest standards of safeguarding of adults/children
• A professional home working environment
• Wifi connection. Minimum of 2 mbps up and download speed

WHAT YOUR RESPONSIBILITIES WILL BE

• Build strong relationships with the relevant admin, clinical and management staff and maintain excellent communication channels
• Deliver excellent customer services
• Provide guidance and act as a subject matter expert for our clinical services and systems
• Be responsible for the co-ordination and implementation of all administrative processes along the client pathway to ensure that the client’s journey is managed efficiently, smoothly and in accordance with targets and agreed timescales
• To monitor the client journey, and liaise with the senior management team where predicted timescales are not met
• Cascade and/or escalate details of any delays or bottlenecks within the administration / booking process which will affect the patient journey and / or delivery of clinical services
• Ensure changes to patient pathways are actioned promptly and accurately to
• To courteously and efficiently receive telephone enquiries from patients, carers and external agencies in relation to process, appointments and general enquiries, ensuring that accurate records, both manual and electronic, are maintained and appropriate action is taken in a timely manner
• Prepare for and attend meetings relevant to the role as required
• To process confidential patient-sensitive documentation to and from patients, other healthcare professionals and external agencies
• Ensure emails, copies of letters, discharge summaries etc reach the appropriate people within the agreed timeframe, by expediting communications by all other appropriate means
• Deal with client requests / concerns promptly
• Action any change in patient’s personal details, ensuring electronic data is kept up to date
• To provide day to day management of a client coordinator

WHAT WE WILL PROVIDE FOR YOU

• 33 days holiday per annum (including bank holidays and closure days)
• Birthday Leave and “Life Leave”
• Contributory Pension Scheme
• Flexible benefits package
• Enhanced family friendly policies
• Flexible, home based role
• Company laptop, monitor and keyboard
• Bespoke Healios Training, including schedule of monthly CPD for clinicians
• A collaborative culture where curiosity, creativity, experimentation and innovation are fostered
• A highly motivated and energetic team bringing a wide range of talents, experience and knowledge to solve complex challenges
• Autonomy to shape and design world leading clinical pathways that harness the power of combining technology with evidence-based interventions and a human touch
• Opportunities to grow and further develop your professional interests
• A culture that challenges the status quo in pursuit of providing exceptional healthcare and an unrivalled experience for the clients and families we support

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DIVERSITY AND INCLUSION

“Do the right thing” is one of our core Healios values. And building a diverse and inclusive workplace where everyone feels supported is absolutely the right thing to do. Whether we’re developing a new service line or enhancing one of our products, we need people with different skills, backgrounds, identities and perspectives to ensure our innovations will work for the children and young people we are here to serve. By embracing diversity, we can deliver better care experiences and outcomes, while tackling the inequalities in healthcare provision that exist today.

SAFER RECRUITMENT & PRE- EMPLOYMENT CHECKS

Healios ensures that supporting people to be safe is at the heart of our work and a key priority across all areas of the organisation, We will do our absolute best to keep the people that we support, safe from harm. This starts with our recruitment processes.

As part of our pre-employment checks, all employees of Healios will be asked to have a Disclosure and Barring Service (DBS) check. Dependent on your role within the business, this will either be an Enhanced or Basic. A Protecting Vulnerable Groups (PVG) check will be required. You will also be asked to provide two professional references as a minimum.