Remote Monitoring Clinical Support Worker

• Support patients enrolled on the Remote Monitoring Service through regular telephone contact.
• Review information submitted through our remote monitoring platform and respond to amber alerts in line with agreed protocols.
• Escalate concerns promptly to clinicians when patients may require further assessment.
• Assist with onboarding patients onto digital monitoring systems and support them to use equipment confidently.
• Provide basic health education and self-management advice within agreed protocols.
• Handle inbound calls and messages professionally and sensitively.
• Maintain accurate electronic records and contribute to the smooth running of the service.

• Level 3 daily caller contact
• Level 3 daily administrative tasks
• Answering inbound calls received into the service and messages received through the digital platform
• Responding to digital platform Amber alerts, contacting service users, following protocols to provide self-care advice or escalate care to colleagues as required
• Responding to missed service user submissions
• Level 2 service user onboarding
• Support with wider NHUC functions as time allows, such as supporting our Clinical Assessment Service Co-ordinator and completing IUC patient safety calls

• Monitor patient data from a digital remote monitoring system, including questionnaire responses and observations submitted onto the platform
• Maintain regular telephone and digital contact with patients to support engagement and wellbeing, and investigate amber alerts received
• Support with patient onboarding onto the digital platform
• Identify deviations from normal parameters and escalate concerns promptly using agreed pathways and protocols
• Support patients to use monitoring equipment and digital platforms effectively
• Provide basic health education and self-management support within agreed protocols
• Recognise safeguarding concerns and escalate in line with organisational policy
• Promote patient dignity, privacy and person-centred care at all times
• To work collaboratively with the Clinical Head of Service Primary Care, Remote Monitoring Service Manager, and other service Clinicians and Clinical Support Workers.
• To maintain accurate and contemporaneous records, utilising electronic systems and consider the Caldicott Principles in relation to all data handling.
• Professionally respond to messages and telephone calls received by the service, closing queries where appropriate and escalating those that cannot be personally resolved or trigger escalation within agreed protocols.

• To understand and comply with patient confidentiality as per Caldicott Guardianship Guidelines
• To undertake and comply with Data Protection Issues
• To undertake and comply with mandatory training as required
• To have a working knowledge of and comply with all organisational policies, procedures, and guidelines
• Participation in team meetings to discuss patients on the Remote Monitoring service as required

• Communicate effectively with patients, carers and the multidisciplinary team using telephone and digital systems
• Provide clear, accurate and timely information to support patient care
• Escalate clinical concerns, risks and incidents appropriately
• Maintain professional communication standards in all interactions
• While seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately
• In the performance of the duties outlined in this Job Description, the post-holder will have access to confidential information relating to patients and their carers, staff, and other healthcare workers. All such information from any source is to be regarded as strictly confidential
• Information relating to patients, carers, colleagues, other healthcare workers may only be divulged to authorised persons in accordance with policies and procedures relating to confidentiality and the protection of personal and sensitive data

• The post-holder will assist in promoting and maintaining their own and others health, safety and security as defined in the Health & Safety Policy, to include:
• Using personal security systems within the workplace
• Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks
• Making effective use of training to update knowledge and skills
• Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards
• Reporting potential risks identified

• Acting in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with Service procedures and policies, and current legislation
• Respecting the privacy, dignity, needs and beliefs of patients, carers, and colleagues
• Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.

• Alert other team members to issues of quality and risk
• Assess own performance and take accountability for own actions, either directly or under supervision
• Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the teams performance
• Work effectively with individuals in other agencies to meet patients needs
• Effectively manage own time, workload, and resources.

Essential

• Good communication skills (telephone, digital and face-to-face)
• Ability to follow protocols, guidelines and care plans, escalating cases that fall outside of these protocols
• Ability to prioritise workload and manage multiple patients
• Proficient in using standard office software (e.g., Microsoft Office, email, databases)
• Ability to recognise changes in patient condition and escalate appropriately
• Ability to support patient education and self-management
• Ability to support service audits or quality improvement activity
• Compassionate, caring and patient-focussed approach
• Reliable and organised with attention to detail
• Ability to work independently under supervision and within a team
• Adaptable and comfortable working in a digital environment
• Ability to respond to unwell patients and adapt communication styles to overcome barriers to successful consultation
• Flexible in approach to the needs of the service and responsive to change
• Understands and supports principles of equality, diversity, and inclusion in the workplace.
• Excellent verbal and written communication skills. Ability to work collaboratively, manage time effectively, and maintain professionalism.
• Ability to build effective working relationships, demonstrate professionalism, and maintain confidentiality. Shows initiative, reliability, and adaptability.
• Willingness to work flexibly (including weekends) to meet the needs of the service

Essential

• NVQ Level 3 (or equivalent) in Health and Social Care or relevant clinical area
• Care Certificate (or willingness to complete)
• Good standard of education (Minimum 5 GCSEs at grade 4 or above) or significant equivalent previous proven experience

Essential

• Experience working in any health or care setting
• Experience working as part of a multidisciplinary team
• Experience of using IT systems and electronic records
• Expert in managing workload in a fast paced and unpredictable environment and escalating when service performance is affected due to demand
• Experience of performing administrative tasks to a high standard

Desirable

• Experience working within urgent care, primary care, same day care or integrated urgent care services
• Experience working within a Remote Monitoring Service, virtual wards or telehealth services