Care Navigators are the first point of contact for patients and act as a focal point of communication betweenpatients, doctors and other medical staff.
Our care navigators are thefirst point of contact and they are crucial to the effective running of thesurgery. It is important that the right applicant is able to communicateeffectively at all levels and remains calm under pressure. Excellent organisationaland IT skills are required.
Care navigators review patients needsand help them access the services and support they require to understand andmanage their own health and wellbeing, referring to social prescribing linkworkers, health and wellbeing coaches, and other professionals where appropriate.
The role of the skilled care navigatoris varied and involves excellent communication through a variety of meansincluding telephone and online. The successful applicant will need to be ableto efficiently switch between systems in order to efficiently navigate thepatient to the correct service for their needs. It is extremely important thatthe care navigator is committed to providing excellent customer service.
The successful candidate will be basedat one of the practices within the Southend Coastal Surgeries Group ofpractices. They will be caring,dedicated, reliable and person-focussed and enjoy working with a wide range ofpeople.
Main duties of the job
* Ensurethat patients without appointments but who need 'urgent consultations arebooked into appropriate slots and referred to a GP where necessary
* Help people to manage their needs through answering queries, making and managing appointments, and ensuring that people have goodquality written or verbal information to help them make choices about theircare.
* Signpost patients appropriately to self-help resourcesas required, proving them with written and digital sources where necessary.
* Printing and issuing pathology forms and specimen potsas required. Advising patients if thereare specific requirement they need to follow when collecting the sample. Collecting in the sample and ensuring this isplaced in the pathology collection box.
* Ensuring Tasks within the clinical system are actionedin a timely manner.
* Raising Tasks within the clinical system where appropriate.
* Administration of patient letters via the AnimaDocument Management system or Document Management System in SystmOne
* Workwith PCN and other community services as required, in an appropriate and politemanner to facilitate patient.
* Answeringpatient phone calls ensuring patients queries are process in accordance thepractice requirements, signposting patients as appropriate
About us
We provide General MedicalServices (GMS) to our patients from 2 sites in Southend:
* North Shoebury Surgery,Frobisher Way, Shoeburyness, Essex SS3 8UT
Working together inpartnership to deliver services to their patient population across bothpractice sites, the practice is clinically lead by a GP and an Advance ClinicalPractitioner, the partners are supported by a diverse clinical team made up ofa diverse team of clinical profressionals.
The administration teamcomprise of Care Navigators, Care Co-Ordinators, Medical secretaries, administrationstaff, Assistant Manager, Practice Manager, Primary care Development Managerand Business Manager with a list size combined of 15,635 patients.
We are a Training Practicesupporting GP and Nurse Training.
We also provide services for our morevulnerable members of the community via our home visiting service Supportingour housebound patients providing regular blood tests along with otherassessments. Our aim is to deliver careand treatment in line with the current legislations and standards evidencebased, with clear pathways and tools. Whilst our practiceregistration is growing, we strive to provide high quality, safe, efficient,and effective service within the resource allocated to the practice. With particular focus on the prevention ofdisease by promoting health and wellbeing, offering care and advice to ourpatients.
Job responsibilities
* Work with people, their families and carers to improvetheir understanding of the patients condition and support them to develop andreview personalised care and support plans to manage their needs and achievebetter healthcare outcomes.
* Help people to manage their needs through answeringqueries, making and managing appointments, and ensuring that people have goodquality written or verbal information to help them make choices about theircare.
* Signpost patients appropriately to self-help resourcesas required, proving them with written and digital sources where necessary.
* Printing and issuing pathology forms and specimen potsas required. Advising patients if thereare specific requirement they need to follow when collecting the sample. Collecting in the sample and ensuring this isplaced in the pathology collection box.
* Ensuring patient phone calls are managed in a timelymanner, politely, supporting patient needs.
* Ensuring Tasks within the clinical system are actionedin a timely manner.
* Raising Tasks within the clinical system where appropriate.
* Administration of patient letters via the AnimaDocument Management system or Document Management System in SystmOne.
* Support practices to keep care records up to date byidentifying and updating missing or out-of-date information about the persons circumstances.
* Workwith PCN and other community services as required, in an appropriate and politemanner to facilitate patient.
* Updatingpatient records accurately and in a timely manner
* Answeringpatient phone calls ensuring patients queries are process in accordance thepractice requirements, signposting patients as appropriate
* Ensuringall visitors are signed in and out of the building.
* Ensurethat patients without appointments but who need 'urgent consultations arebooked into appropriate slots and referred to a GP where necessary
Key Tasks
Projectingthe practice values as the first point of contact at the practice
* Unlocking and locking up of the premises securely.
* Answering phone calls from patients and dealing withqueries appropriately
* Providing advice and support to patient face-to-face
* Booking patients into the clinical system when theyarrive for their appointment.
* Ensuring clinical documentation is scanned on to thepatient records in line with the practices processes
* Develop an in-depth knowledge of the local health andcare infrastructure and know how and when to enable people to access supportand services that are right for them.
* Support the coordination of patient care by working withcolleagues or clinicians within the practice.
* Chaperone patients as required.
* FP10 management as per the practice policy when openingand closing the practice.
* Identifying and escalating safeguarding concerns to theSafeguarding Lead within the practice.
Coordinateand integrate care
* Regularly liaise with the range of multidisciplinaryprofessionals and colleagues involved in the persons care, facilitating acoordinated approach and ensuring everyone is kept up to date so that anyissues or concerns can be appropriately addressed and supported.
* Support patients by way of raising requests for anappointment in our digital triage system Anima if they do not have the means toraise the request themselves. Monitoringthe request if the patient down not have sufficient IT access and liaising withthe patient accordingly.
* Support patients by way of raising administrationrequest (Med 3, requests for letter etc) in our digital triage system Anima ifthey do not have the means to raise the request themselves.
* Identify when action or additional support is needed,alerting a named clinical contact in addition to relevant professionals, andhighlighting any safety concerns.
* Keep accurate and up-to-date records of contacts,appropriately using GP and other records systems relevant to the role, adheringto information governance and data protection legislation.
* Work sensitively with people, their families and carersto capture key information, facilitating the patient journey with a focus onmaintaining n their health and wellbeing.
* Record and collate information according to agreedprotocols and contribute to evaluation reports required for the monitoring andquality improvement of the service.
* Work with a named clinical point of contact for adviceand support.
* Undertake continual personal and professionaldevelopment, taking an active part in reviewing and developing the role andresponsibilities, and provide evidence of learning activity as required.
* Adhere to organisational policies and procedures,including confidentiality, safeguarding, lone working, information governance,equality, diversity and inclusion training and health and safety.
* Establish strong working relationships with GPs andpractice teams and work collaboratively with other care coordinators, socialprescribing link workers and health and wellbeing coaches, supporting eachother, respecting each others views and meeting regularly as a team.
* Act as a champion for personalised care and shareddecision making within the practice.
* Demonstrate a flexible attitude and be prepared to carry out other duties as may be reasonably required from time to time withinthe general character of the post or the level of responsibility of the role, ensuring that work is delivered in a timely and effective manner.
* Identify opportunities and gaps in the service andprovide feedback to continually improve the service and contribute to business planning.
* Contribute to the development of policies and plansrelating to equality, diversity and reduction of health inequalities.
* Work in accordance with the practices policies and procedures.
* Contribute to the wider aims and objectives of the practiceand our PCN to improve and support primary care.
Person Specification
Qualifications
* Proficient in MS Office and web-based services
* GCSE Maths & English Grace C or above
* Ability to actively listen, empathise with people and provide personalised support in a non-judgemental way
* Ability to provide a culturally sensitive service supporting people from all backgrounds and communities, respecting
* lifestyles and diversity
* Commitment to reducing health inequalities and proactively working to reach people from diverse communities
* Ability to support people in a way that inspires trust and confidence, motivating others to reach their potential
* Ability to communicate effectively, both verbally and in writing, with people, their families, carers, community groups, partner agencies and stakeholders
* Ability to identify risk and assess / manage risk when working with individuals
* Have a strong awareness and understanding of when it is appropriate or necessary to refer people to other health professionals/agencies, when what the person needs is beyond the scope of the care navigator role e.g. when there is a mental health need requiring a qualified practitioner
* Ability to maintain effective working relationships and to promote collaborative practice with all colleagues
* Ability to demonstrate personal accountability, emotional resilience and work well under pressure
* Ability to organise, plan and prioritise on own initiative, including when under pressure and meeting deadlines
* High level of written and verbal communication skills
* Ability to work flexibly and enthusiastically within a team or on own initiative
* Knowledge of, and ability to work to policies and procedures, including confidentiality, safeguarding, lone working, information governance, and health and safety
* Experience of data collection and using tools to measure the impact of services
* Knowledge of the personalised care approach
* Understanding of the wider determinants of health, including social, economic and environmental factors and their impact on communities, individuals, their families, and carers
* Understanding of the needs of older people / adults with disabilities / long term conditions particularly in relation to promoting their independence
* Understanding of the needs of older people / adults with disabilities / long term conditions particularly in relation to promoting their independence
* Meets DBS reference standards and criminal record checks
* Willingness to work flexible hours when required to meet work demands
* Knowledge of how the NHS works, including primary care and PCNs
* Ability to provide motivational coaching to support peoples behaviour change
* Knowledge of how the NHS works, including primary care and PCNs
* Basic knowledge of long-term conditions and the complexities involved: medical, physical, emotional and social
Experience
* Experience of working in a GP practice, adult health and social care, learning support or public health / health improvement
* Experience of working within multi- professional team environments
* Experience or training in personalised care and support planning
* Experience of data collection and using tools to measure the impact of services
* Experience of working in health, social care and other support roles in direct contact with people, families or carers (in a paid or voluntary capacity)
* Experience of supporting people, their families and carers in a related role
* Experience or training in personalised care and support planning
* Experience of working with elderly or vulnerable people, complying with best practice and relevant legislation
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
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