Detailed job description and main responsibilities

This role requires effective time management, negotiation and problem solving skills. The post holder must have strong communication skills and be competent in building strong relationships to assist with efficient working across the directorate. The post holder must be confident and adaptable in their approach to different individuals and situations, adapting their approach as necessary to resolve any issues by using tact, diplomacy and compassion. The ability to work in a busy environment, in complex and challenging situations and build personal resilience will be key in this role, due to the increasing pressures on urgent care services.

The post holder will work with all members of the Operational team, and should assist in raising the profile of the service and working with specialties across the Trust.

Duties:

• Work with Ward Clerks and Discharge Co-ordinators to provide guidance and advice with regards to patient flow and the associated administrative processes.
• To function as part of a multidisciplinary team to facilitate timely transfers and discharges.
• Escalate service needs and increased capacity management requirements to Operational Services and MRC silver.
• Maintain effective work systems, ensuring that all correspondence and documentation is dealt with in a timely and professional manner, and meets audit requirements.
• The ability to work without direct supervision and use own initiative to troubleshoot problems
• To maintain patient confidentiality at all times and abide by the data protection act 
• To provide excellent customer service to all individuals accessing the MRC services.
• Collate and distribute demand and capacity information and statistics regularly throughout the day so that individuals and teams receive accurate, up to date information to inform their decision making.
• To closely monitor internal patient flow delays and work with clinical teams to problem solve these issues.
• To liaise with ITU to support the step-down of patients from ITU back into the MRC, working in conjunction with designated silver.
• To provide regular updates of demand coming from the Emergency Department, Emergency Assessment Units and Ambulatory Assessment Unit, monitoring surges in activity and identifying potential issues in a timely manner.
• To support the implementation of the Operational Bed Booking policy, supporting the flow of patients in order to minimise ED waiting times.
• To provide regular updates on the capacity across the MRC wards to the Operational team who support he wider Trust in managing flow.
• To carry out regular walk arounds of the MRC wards to understand their demands on capacity and flow. Updating the confirmed and predicted discharges as appropriate.
• To provide Bed booking from EAU to the Medical wards, ensuring patients are moved to appropriate beds in a timely manner.
• To work closely with EMED and provide provides to ensure patient transport is available in a timely manner to support discharges and transfer of patient between sites. 
• To support the repatriation of patients process and liaising with bed management teams in neighbouring trusts.
• To coordinate and allocate transport requests for Ops crews to support timely discharges working with the trust guidance and transport booking policy.