Care Navigator

Job summary

We require Care Navigators to join our team, are you who we are lookingfor?

We are a forward thinking, single practice PCN, based in Plympton andIvybridge (Devon). We have a list size of 43,000 patients. This has allowed usto recognise the skills and knowledge within our Group and expand our team tooffer our patients the best care. To ensure job security, the practice employsall members of the PCN.

Are you someone who is dynamic, energetic and a positive team memberthat is passionate about patient care?

The ideal candidate must have a flexible can do attitude withexcellent communication skills and able to provide clear effect support topatients. You must be able to work well with others and drive the non-clinicallink in a multi-disciplinary team. This is an interesting and challenging role,pivotal to patient care.

If you have the drive, ambition and energy to join a winning team, thenwe want you

We are looking for 4x hours posts, working Monday-Friday, covering the core hours of We also have 1x 15 hour post available working Monday and Wednesday , and Fridays 10-3.

If you would likemore information about this exciting opportunity, please email

Main duties of the job

The post holder will work as part of an MDT supportingthe triage and signposting function for all consultation requests. Working theclinical team you will act as care navigator for our patients, making basicneed assessments to identify appropriate services and support to meet theircare needs.

About us

Beacon Medical Group Practice is a single practice, Primary Care Network (PCN), providing care to 43,000 patients across Plympton and the South Hams. We are a team of Partners, Salaried GPs, Paramedics, Clinical Pharmacists, Pharmacy Technicians, , Practice and specialist Nurses, HCAs, Phlebotomists, First Contact Physios, Social Prescribers, Advanced Clinical Practitioners, Clinical Practitioners and Administrative support staff. Our mission is to give all our patients the right care, at the right time, in the right place. We are a forward thinking partnership always looking for opportunities to improve services for our patients. We have a good reputation for delivering good healthcare, leading at scale and innovating primary care services. This is a really exciting time to be joining us as we diversify our teams, our partnership and services.

If you join our team; you will receive support, opportunities to grow in your role, training, and work with colleagues who care about you.

Job description

Job responsibilities

Key tasks

Process and effectively signpost patients to the appropriate healthcare services and to appropriate local services: this requires awareness and knowledge of services/ providers and how to direct people toward them

Process patient requests for appointments, performing an assessment of patients needs

Initiate contact with and respond to requests from patients, team members and external agencies

Enter appropriate coding data on SystmOne where required

Input data into the patients healthcare records as necessary

Manage all queries as necessary in an efficient manner

Carry out system searches as requested

Support sifting clinical staff with general tasks as requested

Undertake all mandatory training and induction programmes

Maintain and monitor all online requests are action in a timely manner

Support Care Navigators, providing cover during staff absences

Organisation of patient contacts considering symptoms and priority flags

To be able to work autonomously

Maintain a clear sense of role and responsibility within a team

Patient/Customer Care:

Process online consultations requests for appointments, visits, medication support and telephone consultations.

Identify the care and support needs of the patients and ensure there are signposted correctly

Support patients to utilise support links and other services when required

Provide coordination and navigation through relevant pathways, liaising with all stakeholders as appropriate, accessing & auditing IT systems to ensure relevant information is available.

Access up-to-date, accurate information for a range of services to provide support for an individual and where appropriate carers

Initiating contact with and responding to, requests from patients, team members and external agencies

Communicate clearly and sensitively with patients, family members and other professionals

Adapt communication style and method to best support patient preference and need

Other tasks:

Undertake a variety of System One tasks to assist in the smooth running of the service.

Responding to system wide alerts.

Contributing to the development and improvement of services to patients.

To assist your colleagues in learning new procedures and offering support across the team when required.

Assist in devising and getting agreement on multi-agency guidance to support the MDT function.

Personal/Professional Development

The postholder will participate in any training programme implemented by the practice as part of this employment, such training to include:

Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development. Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work. To partake in and help build on bespoke training for the Care Navigation service alongside Clinical Support

Communication

The postholder should recognize the importance of effective communication within the team and will strive to:

Communicate effectively with other team members Communicate effectively with patients and carers Recognize peoples needs for alternative methods of communication and respond accordingly.

Quality

The postholder will strive to maintain and improve quality within the practice, and will:

Alert other team members to issues of quality and risk Assess own performance and take accountability for own actions, either directly or under supervision Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the teams performance Work effectively with individuals in other agencies to meet patients needs.

Contribution to the implementation of services

The postholder will:

Apply practice policies, standards, and guidance Discuss with other members of the team how the policies, standards and guidelines will affect own work Participate in and complete audits where appropriate completing reports to detail these Assist in devising and getting agreement on policies and protocols with multi-agency guidance to support the MDT function

The details contained in this Job Description are not exhaustive and may change as the post develops.

Health and Safety

Ensure all members of staff comply with the Groups health and safety policy

Carry out risk assessments to comply with current Health and Safety legislation

Ensure any health and safety concerns are reported to the Operations Manager

To be aware of and adhere to applicable practice rules, regulations, legislation and procedures, national legislation (Health and Safety, COSHH, Data Protection).

Equality and Diversity

The post-holder will support the equality, diversity and rights of patients, carers, and colleagues

Act in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with group processes and policies and current legislation

Respecting the privacy, dignity, needs and beliefs of patients, carers, and colleagues

Behaving in a manner that is welcoming, non-judgemental and respects the individuals circumstances, feelings, priorities, and rights

The details contained in this job description are not exhaustive and may change as the post develops.

Governance:

Identify and record risks and issues, developing contingency plans with service and contract leads

Ensure the PCN is compliant with health and safety policies and procedures to reflect current best practice

Ensure that the PCN board and Clinical director adhere to the governance structure as set out in the network agreement

Confidentiality:

To maintain confidentiality of information acquired while undertaking duties for the practice.

The post holder must maintain confidentiality, security and integrity of information relating to patients, staff and the business.

In the performance of the duties outlined in this job description, the postholder will have access to confidential information relating to patients and their carers, practice staff and other healthcare workers.

They will also have access to information relating to the practice as a business organisation. All such information from any source is to be regarded as strictly confidential.

Any breach of confidentiality will be regarded as gross misconduct.

Training :

Undertake all mandatory training and induction programmes, and ensuring all mandatory training is maintained and up to date

Person Specification

Qualifications

Essential

Evidence of a good general standard of education at GCSE level or equivalent.

Desirable

NVQ Administration level 3 or equivalent level of experience. Active Signposting or Care Navigation Training Qualification Customer Service Qualification

Experience

Essential

Experience of working in Primary Care Experience of working with the public Experience of working in a busy environment An understanding of Clinical Terminology Knowledge of the GDPR and how this is applied in practice. Understanding of different patients and carer groups and needs. Awareness of the importance of safeguarding and procedures. Be aware of confidentiality and data protection when handling sensitive information. Accurate, attention to detail. Completing audits. Data analysis and reporting. Demonstrate awareness and basic understanding of safeguarding vulnerable adults, end of life care, the needs of older adults and mental health conditions and symptoms (including dementia) Understand the basic principle of self-care for people Experience of working in within a General Practice environment Up-to date knowledge of services and health resources in the local area. Good working knowledge and experience of using System One.

Desirable

Experience of working in within a General Practice environment Up-to date knowledge of services and health resources in the local area. Good working knowledge and experience of using System One.

Skills

Essential

Effective communication and interpersonal skills (Written and Oral) Good level of computer literacy Strong Customer service skills Ability to co-ordinate Multidisciplinary teams to a desired end goal Effective time Management (planning and organising) to be able to meet strict deadlines Ability to follow clinical Policy and Procedure Ability to deal with sensitive issues often within hostile or emotional situations. Ability to use own initiative and work under minimum supervision and determine own workload. Able to work well as part of a team. Evidence of problem solving and improving processes Recognise own development needs and identify how these may be met Confidence in ability to understand practice policy and protocols Understanding of databases, coding, and extraction of data for reporting purposes Sensitive and empathetic in distressing situations Demonstrable experience of using System One; ability to maintain the appointments system and make changes when appropriate

Desirable

Demonstrable experience of using System One; ability to maintain the appointments system and make changes when appropriate

Other

Essential

Able to travel between sites when required Demonstrate willingness to learn and develop within the role

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