Job overview

The post holder will support the Complex Care Lead in reducing demand generated by individuals who frequently contact the Trust, often due to complex health and social care needs.

The role involves reviewing cases of vulnerable patients with unmet care needs and developing personalised care plans that promote safe, compassionate, and effective care delivery. Working closely with the Safeguarding Team, the post holder will ensure that adults at risk are identified and that information is shared appropriately from multi-agency meetings.

This role also focuses on building strong working relationships with external healthcare providers to improve information sharing and coordination. The post holder will support EOC and Operational colleagues with effective triage and information sharing, ensuring that responses are clinically appropriate and patient-centred.

Main duties of the job

• Organise and coordinate multi-agency meetings, maintaining regular liaison with health and social care professionals.

• Analyse patient data to support the creation of effective care plans and escalate relevant information to operational teams to inform care delivery.

• Develop and maintain robust, personalised response plans for individuals who frequently contact the Trust.

• Escalate concerns or complex cases to the Complex Care Lead in a timely manner.

• Manage internal and external communications related to high-intensity service users.

• Represent the Trust in internal and external meetings, advocating for appropriate service responses and highlighting the impact of frequent callers on both Trust performance and individual patient needs.

• Work collaboratively with EOC and Operations teams to promote consistent and effective care across the Trust.

Working for our organisation

Working for us is an experience like no other.  We provide emergency and urgent care, 24 hours a day, 365 days a year, operating across the largest ambulance region in England of 10,000 square miles and responding to an average of 2,650 incidents every day.

We remain committed to ensuring that we provide the best possible care for all our patients, which is reflected in our new five-year strategy which has continually improving patient care at its very core.  

At the heart of our beautiful and diverse region we employ over 6000 people and are supported by over 575 volunteers.

If you embody our values of one team, compassionate and innovative and are looking to make a real difference to peoples’ lives, then we would love to hear from you.

In return we will equip you with the skills, resources and development you need to thrive in your role.

You will have opportunities to progress to roles at a higher pay grade and enjoy continuous professional development.

Benefits

• Competitive NHS salary
• A standard working week of 37.5 hours
• Holiday entitlements of 27 days per year, plus general and public holidays, rising to 29 days after 5 years and 33 days after 10 years
• Pay enhancements for out of hours, shift and overtime working
• Generous Pension Scheme
• Career and salary progression
• Car leasing scheme
• Free parking across Trust sites
• Cycle-to-work and other salary sacrifice schemes
• Staff networks
• Access to a wide range of discounts from various organisations across the UK