Single Point of Contact Care Navigator

6 months ago

Bexleyheath, United Kingdom Oxleas NHS Foundation Trust Full time

(Previous Applicants need not to re-apply)

Hours between 8am - 6pm Monday - Friday & 8am - 5pm Saturday/Sunday/Bank Holidays

Ideally you will be also proficient in Microsoft computer packages.

Oxleas NHS Trust operates a probationary period, further details are available upon request.

As a care navigator for the Bexley Care SPC, the post holder will manage all incoming communications including electronic, telephone, letter and/or any other forms of communication. The post holder will use information systems (RIO and Liquid Logic) and make judgements regarding referrals using algorisms to establish the urgent status of potential new referrals and ensure people are seen by the most appropriate team at the right time to meet their needs. Whilst recognising the need to involve, seek advice from more experienced colleagues, the SPC navigator will work closely with the Bexley Care Triage Team.

The post holder will manage day to day enquiries and requests for information and sign post to alternative support if appropriate. The post holder will work to agreed pathways and protocols to support the Bexley Care multidisciplinary teams. The post holder will contribute to the overall delivery of an end to end service for residents calling Bexley Care SPC.

Oxleas offers a wide range of NHS healthcare services to people living in South East London and Kent and to people in prison. Our services include community health care such as district nursing and speech and language therapy, care for people with learning disabilities and mental health care such as psychiatry, nursing and therapies. Our multidisciplinary teams look after people of all ages and we work in close partnership with other parts of the NHS, local councils and the voluntary sector and through our new provider collaboratives. Our 4,000 members of staff work in many different settings including hospitals, clinics, prisons, children’s centres, schools and people’s homes.

We have over 125 sites in a variety of locations across the London Boroughs of Bexley, Bromley Greenwich and into Kent and manage hospital sites including Queen Mary’s Hospital, Sidcup and Memorial Hospital in Woolwich as well as the Bracton Centre, our medium secure unit for people with mental health needs. We are one of the largest providers of prison health services providing healthcare to prisoners across Kent and South London. We are proud of the care we provide and our people

Our purpose is to improve lives by providing the best possible care to our patients and their families. This is strengthened by our new values:
We’re Kind

We’re Fair

We Listen

We Care

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.

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