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NWL/NCL Escalation Hub Coordinator

Central & North West London NHS Foundation Trust
£34,089 to £41,498 a year per annum including HCAS
Closing date
1 Jun 2023

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Other Health Profession
Band 5
Contract Type
Full Time
Job summary

We have an exciting opportunity to support the Intermediate Care Escalation hub, for the North West and North Central London System.

The post-holder will benefit from working in a team alongside a team of experts will be supported by highly performing and Nationally awarded clinicians / managers / mentors.

Main duties of the job

We are looking for enthusiastic candidates to work in a very dynamic team supporting and co-ordinating with acute discharges. The ideal candidates will be able to hit the ground running, following an induction to the team, and form part of the Transfer of Care Hub, working with multiple disciplines to support patient flow across NWL and NCL.

The post requires for an immediate start where possible and a detailed induction and training process will be undertaken for the successful candidates to support the understanding of system processes.

This role is responsible for processing and managing all pathway 2 referrals across the NCL systems and pathway 2 escalations across the NWL system in a timely way. The ideal candidate will have a can-do approach to problem-solving, good communication skills, have a good administration background, ideally with a knowledge of patient discharges and be flexible in terms of the support requirements.

About us

As an NHS Trust we strongly encourage and support vaccination as this remains the best way to protect yourself, your family, your colleagues and of course patients and service users when working on our healthcare settings.

CNWL is focussed on supporting leadership development at all levels and theCNWL People Planis in place to achieve'happy, healthy, resilient staff'.

CNWL has been rated as 'Good' by the CQC in which Caring came out as 'Outstanding'.

Job description

Job responsibilities


  • The post holder will play a prominent role in ensuring efficient management and escalation of patient flow to prevent further delays in patient discharge pathways. This will be achieved through developing excellent relationships across the NWL and NCL system, working with discharge hub members and leads, and key stakeholders to ensure that transfer to intermediate community beds is seamless. The post holder will manage and escalate patients across the system and suitably match their needs to the capacity available whilst linking with discharge teams to provide updates to individual status. They will also provide data and support daily reporting locally and across North West London and North Central London Partners.

    Person Specification

    Education/ Qualifications


    • Educated to A-level, or NVQ Level 4 in Business Administration/Customer Care or acquired relevant equivalent experience


    • Computer Literacy Course e.g. ECDL



    • Experience of using IT systems and clinical data systems
    • Experience of using Microsoft Office, including Word and Excel
    • Advanced Customer Care experience
    • Experience of working and coordinating patient flow in a multidisciplinary team


    • Experience of working in a healthcare setting

    Knowledge and Skills


    • Ability to demonstrate advanced communication skills with people at all levels
    • Good knowledge of patient discharge pathways and processes of NWL and NCL
    • Ability to use own judgment to resolve problems and queries competently, including those of a sensitive and confidential nature
    • Ability to plan, prioritise and delegate workload across a team
    • Interpret data correctly to inform decision making
    • Pays attention to detail
    • Ability to initiate & co-ordinate change to own working practices
    • Ability to facilitate change across a team
    • Excellent IT skills
    • Ability to negotiate and problem solve effortlessly


    • Knowledge of community resources to support a discharge pathway
    • Knowledge of Local Authority and Health roles and integrated care models

    Any attachments will be accessible after you click to apply.


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