Care Navigator

Job summary

We need patient focused individuals who are process driven and able to deliver to a set objective – navigating patient calls to reach the most appropriate outcome for their care need, with a solid understanding of all the care routes available to that patient. Our systems will support with that process; every call you take will follow the navigation flow set within Klinik; but there will be instances where you need to think laterally or deal with more complex, bespoke scenarios. Therefore the ability to deal with continual/varied demand, and remain calm, objective and compassionate is essential. Full training and inductions on all relevant systems will be provided

Main duties of the job

• Answering all incoming patient calls
• Dealing with walk ins, related to same day urgent care
• Using integrated systems to-

• Book appointments with the appropriate clinician
• Signpost patients to alternative services or information sources
• Dealing with patient queries, primarily over the phone
• Administration duties and data entry

About us

In response to the population health insights available to the Frimley ICS we are moving towards a central model of dealing with our same day urgent care demand. This will, in the next 2-3 years involve into a centralised same day urgent care hub in the Bracknell locality which will serve the whole population and deliver all acute/same day care including minor illness/injury, mental health services and physio. It is likely that we will contribute clinical staff to this hub (GPs, Paramedics, Clinical Pharmacists etc) on a rotational basis working at scale with the other Primary Care Networks within Bracknell. We are taking a phased approach to this project, and to create the level of care navigation required to make any centralised model operate successfully we will first be changing the way on the day patient demand is managed and navigated with our PCN. This will take the form of a Braccan Health PCN centralised telephony hub which will take all incoming calls from our member practices; the Forest Health Group and The Gainsborough Practice. This navigation will be informed by the patient segmentation we have applied to our patient databases to identify those patients in different health cohorts; ranging from complex to low risk, to inform the way in which the patient is navigated.