Care Navigator

We require Care Navigators to join our team, are you who we are looking for?

We are a forward thinking, single practice PCN, based in Plympton and Ivybridge (Devon). We have a list size of 43,000 patients. This has allowed us to recognise the skills and knowledge within our Group and expand our team to offer our patients the best care. To ensure job security, the practice employs all members of the PCN.

Are you someone who is dynamic, energetic and a positive team member that is passionate about patient care?

The ideal candidates must have a flexible can-do attitude with excellent communication skills and able to provide clear effect support to patients. You must be able to work well with others and drive the non-clinical link in a multi-disciplinary team. This is an interesting and challenging role, pivotal to patient care.

If you have the drive, ambition and energy to join a winning team, then we want you!

We are currently recruiting to the following shift pattern:

26.25 hour post -Monday to Friday 9.15am to 2.30pm

Job description

Key tasks

Process and effectively signpost patients to the appropriate healthcare services and to appropriate local services: this requires awareness and knowledge of services/ providers and how to direct people toward them

Process patient requests for appointments, performing an assessment of patients needs

Initiate contact with and respond to requests from patients, team members and external agencies

Enter appropriate coding data on SystmOne where required

Input data into the patients healthcare records as necessary

Manage all queries as necessary in an efficient manner

Carry out system searches as requested

Support sifting clinical staff with general tasks as requested

Undertake all mandatory training and induction programmes

Maintain and monitor all online requests are action in a timely manner

Support Care Navigators, providing cover during staff absences

Organisation of patient contacts considering symptoms and priority flags

To be able to work autonomously

Maintain a clear sense of role and responsibility within a team

Patient/Customer Care:

Process online consultations requests for appointments, visits, medication support and telephone consultations.

Identify the care and support needs of the patients and ensure there are signposted correctly

Support patients to utilise support links and other services when required

Provide coordination and navigation through relevant pathways, liaising with all stakeholders as appropriate, accessing & auditing IT systems to ensure relevant information is available.

Access up-to-date, accurate information for a range of services to provide support for an individual and where appropriate carers

Initiating contact with and responding to, requests from patients, team members and external agencies

Communicate clearly and sensitively with patients, family members and other professionals

Adapt communication style and method to best support patient preference and need

Other tasks:

Undertake a variety of System One tasks to assist in the smooth running of the service.

Responding to system wide alerts.

Contributing to the development and improvement of services to patients.

To assist your colleagues in learning new procedures and offering support across the team when required.

Assist in devising and getting agreement on multi-agency guidance to support the MDT function.

Personal/Professional Development

The postholder will participate in any training programme implemented by the practice as part of this employment, such training to include:

Person specification

Qualifications

Essential

• Evidence of a good general standard of education at GCSE level or equivalent

Desirable

• NVQ Administration level 3 or equivalent level of experience.
• Active Signposting or Care Navigation Training Qualification
• Customer Service Qualification

Experience

Essential

• Experience of working in Primary Care
• Experience of working with the public
• Experience of working in a busy environment
• An understanding of Clinical Terminology
• Knowledge of the GDPR and how this is applied in practice.
• Understanding of different patients and carer groups and needs.
• Awareness of the importance of safeguarding and procedures.
• Be aware of confidentiality and data protection when handling sensitive information.
• Accurate, attention to detail.
• Completing audits.
• Data analysis and reporting.
• Demonstrate awareness and basic understanding of safeguarding vulnerable adults, end of life care, the needs of older adults and mental health conditions and symptoms (including dementia)

Understand the basic principle of self-care for people

Desirable

• Experience of working in within a General Practice environment
• Up-to date knowledge of services and health resources in the local area.
• Good working knowledge and experience of using System One.

Skills and Other

Essential

• Able to travel between sites when required
• Demonstrate willingness to learn and develop within the role
• The candidate must demonstrate an understanding of our values
• Effective communication and interpersonal skills (Written and Oral)
• Good level of computer literacy
• Strong Customer service skills
• Ability to co-ordinate Multidisciplinary teams to a desired end goal
• Effective time Management (planning and organising) to be able to meet strict deadlines
• Ability to follow clinical Policy and Procedure
• Ability to deal with sensitive issues often within hostile or emotional situations.

Ability to use own initiative and work under minimum supervision and determine own workload.

Able to work well as part of a team.

Evidence of problem solving and improving processes

Recognise own development needs and identify how these may be met

Confidence in ability to understand practice policy and protocols

Understanding of databases, coding, and extraction of data for reporting purposes

Sensitive and empathetic in distressing situations

Desirable

• Demonstrable experience of using System One; ability to maintain the appointments system and make changes when appropriate

About the employer

Beacon Medical Group Practice is a single practice, Primary Care Network (PCN), providing care to 43,000 patients across Plympton and the South Hams. We are a team of Partners, Salaried GPs, Paramedics, Clinical Pharmacists, Pharmacy Technicians, , Practice and specialist Nurses, HCAs, Phlebotomists, First Contact Physios, Social Prescribers, Advanced Clinical Practitioners, Clinical Practitioners and Administrative support staff. Our mission is to give all our patients the right care, at the right time, in the right place. We are a forward thinking partnership always looking for opportunities to improve services for our patients. We have a good reputation for delivering good healthcare, leading at scale and innovating primary care services. This is a really exciting time to be joining us as we diversify our teams, our partnership and services.

If you join our team; you will receive support, opportunities to grow in your role, training, and work with colleagues who care about you.