Care Navigator

2 weeks ago


Truro, Cornwall, United Kingdom Kernow Health CIC Full time
About Kernow Health CIC

Kernow Health CIC is a local healthcare organization, owned by General Practitioners, delivering a range of NHS contracts across Cornwall. Our mission is to provide high-quality patient care and services, while reinvesting profits back into the company to support healthcare in the region.

Job Summary

We are seeking a highly skilled and dedicated Care Navigator to join our Integrated Urgent Care Service team. As a key member of our team, you will play a vital role in coordinating patient care services, ensuring seamless communication between healthcare professionals, and providing exceptional patient care.

Main Responsibilities
  • Gain in-depth knowledge of the Cornwall 111 IUCS service to enable efficient call handling and effective use of services across the healthcare system.
  • Efficiently handle all calls, using the computer system (currently Adastra), in a polite, professional, and timely manner to facilitate the appropriate and timely resolution of call queries.
  • Liaise with colleagues within our service, patients, and professionals from outside of our service to ensure queries are dealt with promptly.
  • Accurately record patient details and symptoms in Adastra, ensuring that all information is quality checked prior to being managed.
  • Dispatch home visits in order of priority and book patients into treatment centre appointments, managing the flow of patients in line with clinical priority, performance targets, and quality targets.
  • Monitor home visits and treatment centre appointments for demand to ensure capacity does not exceed clinical ability to maintain safety in conjunction with our performance and quality targets.
  • Scan the triage queue on a frequent basis to identify patients who have called into the service and are eligible for care navigation to key services within the healthcare system, such as Minor Injury Units, based on experience and agreed criteria, and with the support of our 111 Clinicians.
  • Call patients and navigate them professionally to appropriate services alongside clinicians.
  • Gain knowledge of local healthcare services and authorities, along with other support available locally, and be able to signpost the patient when appropriate.
  • Gain excellent working knowledge of the phone system and interface, including understanding the performance dashboard and other key programs utilized within the Cornwall 111 service.
  • Effectively manage potential individuals with challenging behavior using excellent communication skills and with the support of SDMs and senior management.
  • Liaise with and escalate to the Service Delivery Manager on a frequent basis and in a professional manner, working as a team to manage the shift effectively through highlighting clinical or operational issues.
  • Ensure the Adastra database system is maintained and kept up to date (amalgamations, updating special patient notes, etc.).
  • Assist Service Delivery Managers with team meetings, escalation, and business continuity training, staff training, and events when required.
  • Ensure compliance with all Kernow Health CIC and Cornwall 111 IUCS statutory and mandatory training requirements, policies, and protocols.
  • Be capable of identifying patients who may need immediate attention and ensuring that the clinicians are aware of such patients.
Person Specification

We are looking for a highly skilled and dedicated individual with the following qualifications and experience:

  • Commitment to providing excellent patient care.
  • Good standard of written and verbal English.
  • Excellent verbal and written communication skills.
  • IT competent (digital literacy) and able to demonstrate competent typing and navigation while speaking to patients.
  • Ability to differentiate between routine, urgent, and emergency requests with support of the clinical team.
  • Ability to problem-solve.
  • Geographical knowledge of Cornwall.

Desirable qualifications and experience include:

  • Conflict Management skills/experience.
  • GCSEs in Maths and English grade C or above.
  • Good level of literacy and numeracy.
  • Educated to A level or degree level (or equivalent).
  • A criminal record check satisfactory to the organization.
  • Ability to travel into work for shifts without difficulty.
  • Driving license.
  • Previous call centre/customer service experience or experience of working with members of the public.
  • Evidence of experience within an NHS environment.
  • Previous experience of dealing with high volumes of inbound calls or equivalent workload.
  • Primary, Urgent, or Emergency healthcare knowledge or experience.
  • Experience of working to targets and KPIs.
  • Experience working in an out-of-hours control centre.


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