Care Navigator

Here is a not-for-profit social enterprise that exists to provide exceptional care, for everyone.
We are one of the largest and most innovative employee-owned healthcare organisations in the UK.
Forward-thinking health and care organisations partner with us to create services that address the big challenges and make a meaningful impact in our communities.
About Us and Our Culture Here is a not-for-profit, social enterprise working in the health sector.
We do many things, including: We know that our society is not fair and equitable, and many people cannot thrive in the conditions in which they live.
We believe changes in health and care could enable a better future for us all.
Job purpose The role of the Care Navigator includes support for health and wellbeing that sit outside the clinical aspects of the persons MSK referral and aligns with what matters most to them whilst within our service.
Health, social and community care services are often complex and difficult to navigate, and effective navigation is a key element of delivering coordinated, person-centred care and support.
Care Navigators are often a key contact for the people we serve (alongside our Patient Care Advisors).
They handle patient data and work within teams that belong to the overall service.
They work closely with our own administrators and clinicians and additionally have a strong relationship with a network of external partners such as community services, local GP practices, hospitals, social prescribing services, social services and the voluntary sector.
Sussex MSK Partnership Central helps people who are experiencing musculoskeletal (MSK) (any bone, muscle or nerve) condition by seeing them in the community, rather than in a hospital.
It is an NHS service delivered in partnership between Here and Sussex Community NHS Foundation Trust (SCFT).
Main duties and responsibilities To work directly with patients (and/or their carers/family/representatives) either face-to-face or by phone using a 'case management' approach providing detailed needs and/or risk assessment and developing care plans.
In addition to proactively supporting the progression of those care plans liaising with internal and external team members and support services as required.
To often be the first person someone will speak to.
To understand what really matters to that person so that they can be directed to the best place first time.
Responsible for supporting and enabling healthier behaviours and self-care using advanced conversational techniques such as health coaching and motivational interviewing with patients (and/or their carers/family/representatives).
To support patients in resolving queries concerning their referrals by liaising with the appropriate PCAs/administration/clinical teams and to contribute to resolving those queries in a timely and professional manner.
To identify, and support others (i.e.
Patient Care Advisors/Clinicians) to identify individuals/patients who might benefit from input from a Care Navigator during their care journey with SMSKP Central.
To arrange Care Navigator appointments directly with patients (and/or their carers/family/representatives) via various methods including by phone, text and/or in writing offering choice where appropriate supporting them in making that choice by providing information and discussion.
Record information using a variety of computer and paper-based systems, including clinical and information systems including accurate completion of comprehensive need-assessments and appointment outcomes on our clinical notes systems (i.e.
SystmOne).
Ensure the accuracy and quality of data recorded using available reporting tools to check data quality.
To hold responsibility individually and within the wider Care Navigator team for maintaining accurate and up to date resources/databases of local services and signposting options.
To build and maintain effective relationships with a wide network of local support services including community services, local GP practices, hospitals, social prescribing services, social services and the voluntary sector and to collaborate with such organisations/services to support citizens/patients and/or their carers/family/representatives to have easy access to such services.
Maintain data security and patient confidentiality by adhering to auditable Here processes and protocols.
Be responsible for supporting the relevant Operational Manager in the scheduling and maintaining of Care Navigator clinics.
Team & Culture   Care Navigators all belong to a bigger team that supports each other, and because of that they: 1.
Work on own initiative, to plan time effectively, to multi-task successfully, and prioritise own workload on a daily basis, working autonomously within own work area seeking support and advice when appropriate.
2.
Demonstrate a willingness and commitment to act on learning striving for continuous quality improvement within the Care Navigator team and wider MSK service and in addition set goals related to role/career and personal development.
3.
Attend team meetings, regular briefings, one-to-ones and training sessions.
4.
Attend external meetings representing the team and the MSK service.
5.
Train other members of staff as required on the core functions of Here and the MSK service with a focus on the Care Navigator team functions.
6.
Are flexible to both work across multiple sites and with clinic start and finish times to meet the needs of the Care Navigator function.
Person Specification We want all employees to belong, thrive and contribute to our purpose, creating exceptional care for everyone.
Our Care Navigators have several qualities and skills that best fit our working culture.
The methods we use to see which of these you have can include: The application you submit to us Any interview/s you attend with us Any certificates we may ask to see The test we may set you during an interview Positive about disability We're committed to developing the careers of individuals with a disability.
We will give full and fair consideration for all applicants.
Applicants who confirm a disability that meet the essential criteria and evidence this within their application, will be interviewed.
Here value diversity and are committed to creating an inclusive culture where everyone can be themselves and reach their full potential.
We actively welcome applicants who identify as LGBTQ+, disabled, and people of the *Global Majority.
*people who identify as Black Caribbean, Black African, South Asian, East Asian, Middle Eastern or Latin.
The skills, knowledge, and qualities we are looking for in our Patient Care Advisors E - Essential, D - Desirable Qualifications NVQ Level 3 Certificate of education and/or equivalent experience (E) Proficient in MS Office and web-based services including SharePoint, Teams, Word, Excel and Outlook (E) Proven record of good timekeeping and attendance (E) Able to show an up to date understanding of issues relating to equal opportunities (E) Able and willing to work flexible hours and across multiple sites as required (E) Skillful and patient handling of a range of situations with careful and empathetic consideration for others.
(E) Ability to work calmly under pressure (D) Experience in a healthcare setting, ideally (D) Commitment to reducing health inequalities and proactively working to reach people from diverse communities (E) Committed to effective teamworking to achieve objectives (E) Committed to continuous quality improvement of the Care Navigator and the wider MSK service via best practice and learning from incidents, complaints and plaudits (E) Demonstrable commitment to professional and personal development (E) Previous experience of efficient and autonomous management of administration tasks and processes (E) Experience of working directly in a Care Navigator role and/or other support roles in direct contact with people, families or carers (in a paid or voluntary capacity) (D) Experience or training in personalised care and support planning (D) Experience of data collection and using tools to measure the impact of services (D) Sensitive and empathetic in distressing situations Ability to work under pressure/in stressful situations Able to communicate effectively and understand the needs of the patient Effectively utilise resources Experience of data collection and using tools to measure the impact of service (D) Knowledge of, and ability to work to policies and procedures, including confidentiality, safeguarding, information governance, and health and safety (E) Understanding of the wider determinants of health, including social, economic and environmental factors and their impact on communities, individuals, their families and carers (D) Understanding of the needs of different demographics of citizens i.e.
the aging population, those with disabilities and/or long-term conditions particularly in relation to promoting their independence (D) Basic knowledge of long-term conditions and the complexities involved: medical, physical, emotional and social etc.
(D) Understanding of, and commitment to, equality, diversity and inclusion (E) Knowledge of the NHS and healthcare systems including electronic clinical notes systems also added 'electronic clinical notes systems' (E) Ability to communicate effectively, both verbally and in writing, with people, their families, carers, community groups, partner agencies and stakeholders (E) Advanced active listening and motivational interviewing skills with a strong empathetic manner that facilitates personalised support in a non-judgmental way (D) Ability to support people in a way that inspires trust and confidence, motivating others to reach their potential (E) Ability to identify risk and assess / manage risk when working with individuals (E) Ability to demonstrate personal accountability, emotional resilience and work well under pressure (E) Ability to organise, plan and prioritise working under pressure to meet deadlines on own initiative (E) Ability to work flexibly and enthusiastically within a team or on own initiative (E) Ability to provide a culturally sensitive service supporting people from all backgrounds and communities, respecting lifestyles and diversity (E) Thorough approach to recording accurate information and data entry e.g.
patient digital records (E) Skilled at networking and building and maintaining effective relationships with internal and external colleagues to facilitate collaboration (D) Ability to recognise and work within limits of competence and the role and seek advice when needed (D)