Care Navigator

4 weeks ago

Poole, United Kingdom Shore Medical Group Full time

Shore Medical Group are seeking a part time Care Navigator to join our friendly team, to expand our existing team based at Wessex Road Surgery. We are seeking energetic individuals with excellent customer care knowledge and strong IT skills looking for a new challenge.

35 or 34 hours per week as follows;
35 Hours Tues 8-13.00, Wed 8-18.30, Thurs 8-18.30 and Friday 8-18.30

34 Hours Mon 8.30 - 18.30, Tues 8.30-18.30, Wed 8-13.00 & Thurs 8.30-18.30

Do you have transferable skills and a passion for making sure our patients get the right care at the right time?

**Job Summary**:
To provide a safe and competent triaging service by assessing the patient’s condition and ensuring they are directed/signposted to most appropriate healthcare professional or service. Including advice on how to manage their symptoms at home. The postholder will be responsible for reviewing patient cases/ online consultation requests using our case management system - Klinik. These submissions will be received via the patient directly (accessible via our website) or our staff who have completed on the patient’s behalf. Our care navigators are supported by both clinical staff and robust pathways that they can refer to, to enable them to take the most appropriate action in accordance with the patient’s medical needs.

The role will be to optimise the patient’s journey and be an ambassador for the Shore Medical Group.
- Identify potential serious problems and bringing them to the immediate attention of the designated clinician
- Develop and maintain an in-depth knowledge and undertaking of the service provided within Shore Medical and in the wider health community, be able to use this knowledge to guide the patient to the service that is most likely to meet their needs, whether inside or outside the practices
- Build strong relationships with all direct team members, clinicians and recognise healthcare professionals within the Shore Medical Group and external healthcare professionals as a resource to be used appropriately
- Support the ‘putting patients first’ agenda around care planning and case management to support patient’s in their management of care and avoid unnecessary hospital admissions
- Promptly and accurately booking SDA appointments with patients via telephone
- Triaging Klink’s efficiently and safely under the guidance of clinicians and available pathways
- Prioritising workload and being proactive to ensure all inboxes are being processed efficiently
- Update patient records in a timely and accurate manner.
- Engaging with patients via outbound calls and messaging system in an empathetic manner.
- Answering the telephone and assisting call handlers with queries as required.
- To work confidentially at all times.
- To undertake additional tasks as required by the line manager or GP Partners.
- This is not an exhaustive list of duties and responsibilities, and the post holder may be required to undertake other duties, which fall within the grade of the job, in discussion with the manager.
- Full training will be provided.

**Education/Experience**:

- Educated to high standard of GCSE in Maths, English language.
- 1 years proven experience in a customer service orientated environment.
- Strong IT skills in MS Word, Excel, and Outlook.
- Knowledge and experience of working within the NHS services is an advantage but not essential.

**Personal Attributes**:

- Solution focused and able to work to service specifications and targets.
- The ability to be empathetic, personable, and positive coupled with the ability to be respectful of different needs of patients including cultural and physical.
- This requires someone with a mature outlook, with a willingness to learn and work as part of team as well autonomously.
- Tactful and diplomatic, able to build a good rapport with people from a wide range of backgrounds.
- Able to get on with others and be a team-player in a sometimes, pressurised and time-sensitive environment.

**Equality and Diversity**:
Shore Medical is committed to developing, supporting and sustaining a diverse workforce, representative of the community it serves, through the creation of a work environment where staff are able to do their jobs to the best of their abilities without having to face discrimination or harassment. **All employees** have a responsibility to ensure that they understand the standards expected and that they promote and adhere to the policies and measures adopted by the practice.

Thepost-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:

- Acting in a way that recognizes the importance of people’s rights, interpreting them in a way that is consistent with practice procedures and policies, and current legislation.
- Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues.
- Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, fe

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