Job opportunities

Job responsibilities

Key Duties and Responsibilities:

• Responding promptly and appropriately to incoming calls from Special Allocation Scheme (SAS) patients
• Coordinating and booking face-to-face and telephone appointments to specified GP surgeries in line with clinical and operational requirements
• Processing repeat medication requests efficiently and accurately
• Acting as a liaison between SAS patients and GP surgeries, ensuring clear, consistent communication and mutual understanding
• Booking appointments that require the presence of security personnel when necessary, liaising directly with the security service personnel
• Preparing and sending written communications, including letters and notifications, to patients
• Monitoring and maintaining an up-to-date record of patients on the SAS
• Managing the onboarding process for new patients entering the scheme
• Maintaining accurate financial records, including processing invoices and raising purchase orders (POs)
• Recording all patient interactions and activities within the scheme to ensure a clear audit trail
• Supporting data collection and analysis for service reports, panel reviews, and performance monitoring

Additional responsibilities:

• Building and maintaining professional, non-judgmental relationships with patients to promote engagement and continuity of care
• Supporting the triage service for all incoming patient contacts, supporting the assessment of urgency, and signposting or escalating appropriately to a Clinician.
• Identifying potential safeguarding concerns and escalating appropriately in line with policy
• Supporting clinicians and service leads by providing timely updates on patient issues or incidents
• Ensuring all patient data is handled in accordance with GDPR and confidentiality guidelines
• Contributing to the continuous improvement of the SAS service through feedback, audit, and service development discussions
• Managing and updating patient records within the Adastra clinical systems with precision and care
• Monitoring compliance with key service standards and alerting the relevant teams to any breaches or risks
• Supporting the coordination and scheduling of regular panel reviews and maintaining clear documentation of outcomes
• Providing emotional support and calm intervention during challenging or escalating situations, using de-escalation techniques effectively
• Contribute to the development of policies, procedures, and best practices in patient risk management and vulnerable person support
• Assisting with the induction and mentoring of new team members or temporary staff as needed

General

• All employees and teams are expected to:

– Respect each other and be courteous and sensitive to everyone’s needs and concerns

– Be accountable for your work

– Be flexible about job and task assignments

– Be willing to help each other instead of displaying an its not my job attitude

– Ask for help when needed

– Work safely together

– Be open to constructive feedback without being defensive or negative

– Be self-motivated and reliable

– Share ideas for improvement

– Be cheerful, positive, and encouraging to other team members

• Actively contribute to the Organisations values and behaviours ensuring that relevant processes are open and transparent and encourage the confidence of staff, patients, partner organisations, the public and other agencies.
• Promote a positive organisational image.
• Promote own personal and others health, safety, and security, taking the appropriate action to report risk in accordance with policy.
• Ensure that equipment and resources are managed effectively to reduce waste and promote cost efficiency.
• Ensure the safe keeping and maintenance of equipment in accordance with policy, reporting defect or loss.
• Maintain personal development to meet the changing demands of the job, participate in an annual appraisal and appropriate training activities.
• Ensure compliance with all Kernow Health CIC statutory and mandatory training requirements, policies and protocols.
• Take appropriate responsibility to ensure that your objectives are aligned with the core team and organisational objectives.
• To demonstrate agility through adapting to the needs of the organisation by working flexibly in response to changing organisational requirements and priorities.
• You will be expected to carry out any other duties that may reasonably be required in line with your main duties, as directed by your line manager.

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