HIV SHAC Pathway Co-ordinator

After appropriate training, the post holder will be expected to:

• Receive and respond promptly to correspondence from patients and clinicians relating to virtual and joint clinics.
• Coordinate HIV & SHAC virtual clinics, including Connect, EmERGE, PrEP EmERGE and future virtual clinic services.
• Ensure patients receive results, repeat prescriptions and follow-up appointments within appropriate timescales.
• Maintain accurate and up-to-date clinical records, undertake data entry and provide administrative support to the team.
• Monitor missed appointments and escalate patients who repeatedly fail to attend in line with clinic procedures, helping to prevent patients being lost to follow-up.
• Following appropriate training, undertake simple results recalls where no clinical decision-making is required.
• Communicate calmly, empathetically and professionally with patients and partners, including those who may be distressed, angry or highly stressed, and manage occasional verbal abuse appropriately.
• Work reliably and effectively as part of a responsive, supportive team, contributing to shared workloads and agreed service requirements.
• Identify and suggest improvements to systems and processes to enhance service efficiency and patient care.
• Undertake any other reasonable duties appropriate to the role.

Good communication and interpersonal skills to interact with tact and diplomacy with patients and staff at all levels. After appropriate training, the post holder will be expected to:

Receive/respond to all incoming correspondence from both patients and clinicians relating to virtual and joint clinics daily.

Be responsible for the coordination of the HIV & SHAC virtual clinics including Connect/ EmERGE & PrEP EmERGE and any future virtual clinics.

Ensure patients receive their results, repeat prescriptions, and follow up appointments in a timely manner.

Assist the nursing team in providing clinical care to participants involved in the virtual clinics.

Have the ability to work with minimal supervision, deal with telephone enquiries answering queries where applicable and ensuring appropriate personnel informed of further action to be taken.

Maintain accurate records for all aspects of clinical care. Data entry and administrative support as required within the team.

Maintain and assist in all relevant EPR projects associated with virtual clinics.

Escalate to appropriate individuals/forums any patients who miss multiple appointments as per clinic guidelines. Ensuring virtual clinic patients do not become lost to follow-up.

After appropriate training manage simple results recalls but with no clinical decision making.

To respond calmly, empathetically, and professionally to emotionally charged calls from angry and sometimes highly stressed patients or partners. Occasionally dealing with verbal abuse.

To understand and follow the Trusts and departments policy on confidentially and information governance.

To work as an effective and responsive team member, arriving promptly and working effectively during agreed hours.

To support other team members taking a shared approach to teamwork.

Make suggestions to the team regarding improvements to the current systems where they are identified.

Undertake any other reasonable duties as required.

Good written and oral communication skills to clearly and concisely provide information.

Ability to engage in collaborative problem solving with co-workers and staff

Must have the ability to function as a team player, being considerate and flexible, taking in the needs of peers into consideration.

Answer complex enquiries both in person and on the telephone, from people who may have varying levels of ability to understand or whose first language is not English.

Provide and receive complicated and sensitive information and give explanations and instructions clearly and concisely where barriers to communication may exist, including challenging behaviour, learning disability and recent bereavement.

Use empathy, tact and diplomacy in dealing with staff or patients who may be hostile or antagonistic.

Patient Care Delivery

Be responsible for the coordination and management of the PrEP EmERGE patient app and support future changes and innovations. Responding to routine enquiries from patients within the agreed scope of practice.

Support the PrEPInject pathway by joint monitoring the PrEPInject shared email inbox and responding to routine enquiries from patients and clinicians within the agreed scope of practice.

With support from the wider team, assist in following up individuals who have disengaged from the PrEP EmERGE and PrEPInject pathways, providing appropriate support to encourage re-engagement and retention in care, and escalating concerns or complex issues as required.

Providing support to phlebotomy or asymptomatic clinic.

This job description is an outline of the role and responsibilities. From time to time due to the needs of the service, we may ask you to flexibly undertake other duties that are consistent with your role and banding, including project work, internal job rotation and absence cover.

Working for our organisation

At UHSussex, diversity is our strength, and we want you to feel included to help us always deliver Excellent Care Everywhere, as shown in our Outstanding for Caring CQC rating. Your uniqueness and experiences will be part of our creative and innovative community where everyone is encouraged to succeed. We have a range of staff networks to help break down barriers, and can offer abuddy to help new members settle in. We're proud to be a Disability Confident Employer (Level 3) and a Veteran Aware Trust.

Candidate Pack

Please note: This role does not meet the minimum criteria for visa sponsorship under the current UK immigration rules, which set specific salary and skill thresholds. As such, we are unable to provide sponsorship for this post. Applicants will therefore need to already have the right to work in the UK to be considered. We include this information at the outset to provide clarity and avoid unnecessary inconvenience for applicants.

If you do not meet the sponsorship requirements, and you are applying using a Graduate visa as your right to work, you must have a minimum of 18 months remaining on your visa at time of application.

Essential: - oRelevant administrative qualification e.g. NVQ or proven experience working within and administrative role

Desirable: - oNVQ level 3 in H&SC

Essential: - Evidence of having undertaken own development to improve understanding of equalities issues.; - Advanced computer skills.; - Sound knowledge and awareness of diplomacy and confidentiality.; - Proven ability to work with tact and diplomacy.; - Evidence of using critical thinking and analysis in previous work roles.; - Up to date experience of working in a clinical care setting for minimum of 2 years.; - Good people skills/interpersonal skills.; - Knowledge of strict confidential issues relating to Data Protection Act & Computer Misuse Act.; - Administrative skills.

Desirable: - Knowledge of Inform Health EPR or similar administration booking system.; - Previous database management or experience of working with EXCEL; - Previous experience of managing virtual clinics.; - Knowledge of Trust and in house confidentiality policy.; - Venepuncture.; - Knowledge of infection control.; - Experience working in a health-related setting.; - Understanding of PrEP and other STI risk reduction provisions.; - Demonstrates understanding of issues affecting people who live with HIV including confidentiality, sexually transmitted infections and issues affecting young people with HIV.

Essential: - Advanced level of written and spoken English and interpersonal skills.; - Ability to work under pressure and manage a diverse workload.; - Computer literate with knowledge of Microsoft Office Suite products to include Word and Excel.; - Non-judgemental and with the personal maturity to discuss matters related to sex and sexuality.; - Ability to communicate complex & sensitive information using appropriate communication tools.; - Be proactive, involved and supportive of innovation and change.; - Ability to recognise one's own limitations.; - Ability to escalate any issues/concerns to appropriate individual/forum.; - Able to demonstrate high levels of motivation and commitment to the role and team with a strong determination to succeed.; - Frequent requirement to sit/stand in restricted position, word processing for substantial proportion of working day.; - Working under extreme pressure in busy environment with frequent unpredictable interruptions from other staff and the telephone.; - Use of VDU more or less continuously.

Desirable: - Working knowledge of Trust and Departmental databases.

Essential: - Confidence and ability to demonstrate skills and job requirements to others and support those less experienced.; - Previous experience of working in a team.

Essential: - Works autonomously under supervision and follows standard procedures and practices liaising with relevant staffing and take appropriate action as necessary.; - Identify and adhere to best practice.

Essential: - Evidence of having championed diversity in previous roles (as appropriate to role).; - Evidence of having undertaken own development to improve understanding of equalities issues