Single Point of Contact Care Navigator

KEY TASKS AND RESPONSIBILITIES To be the first point of contact for the service user or carer/relative, resident establishing the nature of the communication. To answer all incoming telephone calls and direct them to appropriate clinicians/practitioners across the organisation. To check the electronic systems to establish whether an individual is previously/already known and open to the organisation. Will be responsible for inputting new referrals onto SPC data systems (RiO and Liquid Logic).

To provide information to callers in response to enquiries for information, accessing relevant electronic/web based information directories. To enter appropriate minimum data set. Use the electronic records, using effective questioning skills and respecting patient confidentiality, working within protocols and legislative requirements. To identify referrals requiring immediate response and re-direct to appropriate clinician/practitioner in the Triage Team.

To provide callers with signposting to services available in the community based on detailed knowledge of the relevant access arrangements, eligibility criteria, service content, etc. To develop and maintain a knowledge of services and information on local community services and use initiative and resources available to support with this. Monitor inboxes, responding to any queries professionally providing helpful information. To contribute to the continuous improvement of service provision by communicating user feedback.

To effectively manage incoming and outgoing post. To establish priorities, work independently, and proceed with objectives with mínimal supervision. The Single Point of Access is a 7 day a week, 365 days a year service and navigators will be expected to work a shift pattern to cover.