Care Navigator

Shore Medical is a GP Super Partnership with 6 practices across Poole and Bournemouth. We aspire to offer exceptional care to our 58,000 patients and are innovative in our approach to developing new teams and pathways to ever improve how general practice is delivered. We have a friendly and supportive team of more than 200 staff, with over 40 GP’s, Pharmacists, Paramedics, Nurses, Mental Health specialists and our range of administrative staff. We have a great social side to our team with Summer and Christmas parties, running and paddle boarding groups as well as many other events throughout the year.

The Practices in the Partnership are:

- Lilliput Surgery
- Poole Road Medical Centre
- Wessex Road Surgery
- Heatherview Medical Centre
- Fernside Surgery
- Parkstone Tower Practice

Situated in beautiful Dorset with the prestigious Blue Flag beaches of Bournemouth and Sandbanks, the Jurassic coastline and a wealth of attractions and countryside to visit we are lucky to be in such a fantastic area.

Shore Medical are seeking a part time Care Navigator 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.

30 hours per week as follows;
Monday, Tuesday & Friday 8.00am - 6.30pm (30 mins break)

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

**Main Duties**

The main aim is managing the day to day workload of patient appointment requests via reception teams and online consultations. It is continuing to evolve and develop. Care Navigators will need to demonstrate flexibility, multitasking and adaptability to working in a dynamic environment.
- Care Navigators play a crucial role in helping people to get the right support, at the right time to help manage a wide range of needs. This may include support with long term conditions, acute issues, and signposting to a range of statutory and voluntary sector services.
- Supporting a self-management approach to care ensuring the patient and carer are at the centre of an active part of the shared decision-making model.
- Improve the quality of care our patients receive within Shore Medical by ensuring seamless pathways and taking a proactive to health care.
- A strong telephone manner is essential when making outgoing calls to patients and healthcare professionals while dealing with various queries and administrative tasks
- Maintain and develop effective communication across the team
- To provide excellent patient care, demonstrating empathy; patience and a holistic approach patient care, with commitment to follow-through of care plans and building effective working relationships.
- To be able to triage patients needs, directing them appropriately to relevant personnel or services.
- To have excellent communication skills, with the ability to communicate in writing (letters and electronically) and verbally to a wide range of providers and users of the services, including patients; carers; voluntary; social; primary and secondary care providers.
- To have a sound and up to date knowledge of local health and social care policy, together with service availability and how to access those services.
- To maintain accurate knowledge of all services available to patients.
- To understand and be able to identify patients who might benefit from signposting to our services accordingly.
- To keep accurate records of all client and patient contacts, using Shore Medical databases and templates as directed. Updating or changing as necessary.
- To understand the needs and identify safeguarding issues of our vulnerable patients Including the elderly, housebound and those with long-term conditions, physical or mental disabilities.
- To assist in the training and support of other colleagues where appropriate and to support the development of an effective care navigation team within Shore Medical.
- To develop a thorough knowledge of the employing organisation and to work in accordance with written protocols.
- To implement agreements and policies concerning data sharing and client/patient consent.
- 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 of SystmOne/Klinik is desirable.
- 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 o