Assistant Care Coordinator

**Assistant Care Coordinator (Virtual Care Centre Programme)**

**Job Purpose**

The assistant care coordinator supports and works within Alexandra Hospital, providing with administrative support and collaborates with community service providers, government agencies, and multi-disciplinary hospital and healthcare teams to provide coordination and continuity of patient care across the healthcare continuum. To assist in supporting patients and their family members in navigating their healthcare journey with Alexandra Hospital within the Queenstown community.

**Duties and Responsibilities**

VCC Hotline
- Attends to queries receive via an integrated 24-hours telephone hotline that forms a network for triaging patients, and provides an avenue to caregivers and community partners to connect with Alexandra Hospital for information relating to the health and well-being of patients and clients within Queenstown community.
- Tele-triaging and matching patient/client’s needs with the most appropriate resources; enabling patients to have faster access to acute care and enable early detection of any deterioration. Follow-up on outstanding cases and perform a call-back if necessary.

Referral Management
- Understands the inclusion and exclusion criteria for community case and transitional care referrals. Triage all referrals received via the hospital messaging system and allocate appropriate patients to members within the One with Community Team.
- Updates database in an accurate and timely manner. Follow-up with assignment of referral to the relevant Care Manager where appropriate.
- Acknowledge and responds to the referral source via the hospital messaging system accordingly.

Discharge Screening
- Understands the screening criteria and workflow; performs daily screening for discharged inpatients.
- Upload screening inputs into system in an orderly and timely manner.
- Participate in discharge screening discussions.
- With relevant knowledge from referral management, to recommend suitable member/s within the One with Community Team to patients triaged to require assistance with care during the transition period; post discharge from hospital back to home.

Care & Case Management
- Recruit high risk patients through multiple platform; via inpatient MDMs, direct referrals, and/or discharge screenings, etc.
- Work with Senior/Care Managers to assess patient's medical-nursing, psycho-social, functional status and daily activity needs; as well as their existing support system availability upon enrolment into programme.
- Understand the various ranges of services and available options in the patient’s community and coordinate the necessary referrals accordingly and in a timely manner. Be able to explain to patients and caregivers the options and encourage enrolment.
- Provide a valuable link by ongoing collaboration among the patients, families/caregivers and the multidisciplinary teams on a timely basis.
- Conduct follow-up telephonic reviews and/ or conduct home visits to ensure smooth coping of patients and caregivers in the community.
- Promote and guide positive changes in patient’s lifestyle in the community.
- Monitor patient’s general medical condition during home visit; update Care Manager and report to patient’s Principal Doctor or primary care provider and/or community partner where necessary.
- Be an advocate for advanced care planning initiatives; linking patients and their families for ACP conversation with relevant community partners.
- Tracks and monitor team’s database to ensure timely and accurate updates for recruited patients.
- Assist team in appointment creation, actualization and billing if required.

Other opportunities:

- Station in community healthcare posts when needed, where patient/ residents can be cared for conveniently within their community.
- Participate in activities that contribute towards the improvement of patient care, including professional development sessions to build relevant areas of knowledge, skills and attitudes.
- Participate in projects and/or community events organized by Alexandra Hospital or partners within Queenstown community.
- Any other duties as assigned by Reporting Officer.

**Requirements**:

- Diploma or equivalent professional qualifications in Nursing, Social Work, Allied Health, Health Services Management, Health Management & Promotion, etc
- Preferably with 3 to 5 years of working experience in healthcare industry, contact centre environment and/or service related industry.
- Willing to perform rostered staggered 3 shifts for hotline coverage (including weekends and public holidays).
- Strong team-player, with natural ability to interact with patients/ residents, healthcare team and community partners of all levels. Analytical with good listening and problem solving skills.
- Pleasant disposition, approachable, with strong interpersonal and relational skills. Team player with good interpersonal.
- Good verbal and written communication skills. Abil