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RA Support Co-ordinator

This role is hands-on, and the coordinator will be directly responsible for delivery of support resources to patients being referred to the NRAS Right Start, Living with RA and Enhanced Right Start services.

Job title: RA Support Co-ordinator
Rate of Pay: £18-21,000k pa – 3 days per week (pro rata £10,800 – £12,600 pa)
Hours:The work will include some afternoon and evening shifts, there will be flexibility enabling remote working from home.
Location:4 The Switchback Office Park, Gardner Road, Maidenhead, Berks SL6 7RJ, flexible working will be an option
Reporting to: Support Services Manager
Responsible for:No line management responsibilities
Closing date:Friday 16 April
Job Summary

The National Rheumatoid Arthritis Society (NRAS), is the only patient-led organisation in the UK specialising in rheumatoid arthritis (RA) as well as juvenile idiopathic arthritis (JIA). Due to its targeted focus on RA and JIA, NRAS provides truly expert and wide-ranging services to support, educate and campaign for people living with these complex autoimmune conditions, their families and the health professionals who treat them.

This role is hands-on, and the coordinator will be directly responsible for delivery of support resources to patients being referred to the NRAS Right Start, Living with RA and Enhanced Right Start services. Right Start was launched in spring 2019 and the Enhanced Right Start programme is going to be piloted across three hospitals in spring/summer 2021. The Living with RA is service is similar to the Right Start but for patients with more established disease. Both the Right Start and Enhanced Right Start services support people who have been recently diagnosed with rheumatoid arthritis and will involve significant telephone work and follow up to support these patients at this critical point in their journey.

While predominately the role is focussed on these interventions the post holder will also provide some ad-hoc additional helpline capacity to the telephone support team at times of high demand.

Main Duties and Responsibilities
  • Responding to online referrals received via the NRAS website to the various services
  • Ensuring all data related to calls is recorded on CRM system (Salesforce). This includes recording of evaluation questionnaires and carrying out data analytics and producing summary reports from the CRM database.
  • Responding to incoming helpline calls and emails supplying information to callers and taking appropriate follow up actions ensuring all notes and actions are fully recorded on the database.
  • Liaising with and maintaining excellent communications with referring rheumatology units, delivering updates and reporting on developments.
  • Producing reports from data and case studies highlighting the work and outcomes.
  • Monitoring and responding to online community posts and enquiries as required
  • Working with the Information & Support team to review and update information materials.
  • Learning about and gaining an understanding of the current best practice management and treatment of RA and JIA in order to be able to support people newly diagnosed and living with these conditions appropriately.
  • Collaborating with NRAS colleagues to maximise the opportunities to promote the information and support resources produced by NRAS
  • Contributing to both the NRAS and JIA websites, in maintaining content, which is interactive, interesting and up to date.
  • Where, through your role, you identify gaps in our information products, ensure this is reported to your line manager.
  • Contributing to monthly management reports for SMT and Board of Trustees.
  • Participating in NRAS team training and team projects as required.
  • Participating in relevant external events e.g. information stands at health events, conferences etc.
  • Undertaking any appropriate duties as requested by the Information & Support Manager,  CEO or Senior Management Team
  • Having knowledge and understanding of the help, support and information available and being able to signpost to appropriate sources of support.
  • Monitoring and responding as appropriate on our ‘HealthUnlocked’ forum.

The Services Information and Support Coordinator will be part of the Information and Support team and participate in all areas of the team’s work including telephone, computer and database work.  Whilst a good proportion of your work will relate specifically to both the standard Right Start and Living with Services as well as the Enhanced Right Start pilot, the rest of your time will be spent on general helpline support and information work.

Person Specification

Whilst we require the successful candidate to have excellent communication skills and have a good track record in telephone customer services support or similar work, on-the-job training on rheumatology RA and JIA specific aspects of patient support will be given whilst working with other team members.

Qualifications and Skills
QualificationsA level or equivalent 
ExperienceExperience of communicating with people using all means e.g. social media, telephone, email
Experience of Project Management
Proof reading
Work in health or social care or youth/children services related environment
Previous work within the third sector/charity or not for profit sector
Experience of working with people with complex needs
Experience of working within the field of rheumatology and/or the NHS
Contributing to the production of health information resources
KnowledgeUnderstanding of the health environment  Knowledge of the workings of the NHS
Understanding of RA and/or JIA and treatments
Skills and abilitiesExcellent command of the English language both written and spoken
Excellent computer skills, previous use of Microsoft Word, Excel, Powerpoint and databases
 Ability to learn and retain large amounts of knowledge and convey this information in lay language
Organised and efficient
Proactive, can-do positive attitude
Flexible and enthusiastic
Ability to present to groups of people in person or online
Proven ability to write a synopsis of medical articles into lay language
Personal circumstances and attributesA caring, empathetic disposition
Ability and willingness to travel independently and able when required to stay away from home overnight
Other Duties
  • Some travel with occasional overnight stays
  • Out of hours working, including occasional weekends
  • Attend regular one to ones
  • Participate in team training/meetings and contribute to team activities
  • Any other duties as requested by the Information & Support Manager or SMT
Representing NRAS

Represent NRAS to external stakeholders promoting it as a respected, trusted and ambitious charity resulting in good working relationships.

NRAS expects all employees to respect the unique contribution of every individual and operates an equal opportunity and diversity policy.

All employees must work responsibly within the health and safety policy of the organisation and ensure they are observing this at all times.

NRAS in 2020

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