Urgent Treatment Centre Navigator

Camden Health Partners Ltd

Information:

This job is now closed

Job summary

Camden Health Partners provides GPs and non-clinical patient navigators within the Royal Free Hospital Urgent Treatment Centre.

A vacancy has arisen in our well-established team of Urgent Treatment Centre (UTC) patient navigators. Co-located within the Emergency Department on the Royal Free Site, this is a patient facing role at the forefront of hospital urgent care and plays a key part in ensuring the UTC runs smoothly and effectively. It is an exciting opportunity for a motivated, enthusiastic individual wishing to gain front-line experience and make a difference to the patients in our care.

The current service runs from 9am-10pm, 7 days a week. Navigators will work shift patterns.

Main duties of the job

The role involves ensuring the GP clinical area is well equipped and clinicians have access to the tools required to efficiently see and treat patients.Working closely with the clinical staff, the navigator is a patient facing role providing non-clinical support to patients as well as administrative support to clinicians.

The Navigator monitors the GP patient flows and actively manages the patient queue in collaboration with the wider UTC team; this requires effective working relationships with clinical staff anda keen attention to detail. They will identify, troubleshoot or escalate concerns impacting on the smooth running of the UTC.

About us

Camden Health Partners (CHP) is a limited company working very closely with the NHS and General Practice to support improved health and wellbeing outcomes for the people of Camden through their General Practice.

CHP offers 25 days annual leave plus bank holidays, pension scheme, cycle to work scheme and employee assistance programme.

We reserve the right to close the advert before the closing date if we receive a high volume of suitable applications.

Date posted

10 January 2024

Pay scheme

Other

Salary

£12.40 an hour £13/hour at weekends and £24.80/hour on bank holidays

Contract

Permanent

Working pattern

Full-time, Part-time, Flexible working

Reference number

B0408-24-0000

Job locations

St Pancras Hospital

St Pancras Way

London

NW1 0PE


Royal Free Hampstead Nhs Trust

Pond Street

London

NW3 2QG


Job description

Job responsibilities

MAIN DUTIES AND RESPONSBILITIES

1.Project a positive and friendly image to patients and visitors, either in person or via the telephone.

2.Ensure the consultation rooms are stocked, tidy and ready to use each morning, conducting and recording equipment checks in accordance with the standards outlined in the service operating procedures. At the end of the day ensure the consultation rooms are left tidy, equipment is stored securely, and all patient identifiable data is removed.

3.Use IT systems to ensure a safe and effective service. (e.g. electronic patient record systems (Cerner, EMIS), CHP rota management system, NHS mailboxes, Royal Free intranet and shared Drive, MS Teams, Microsoft Office etc.).

4.Review the CHP rota management system, recording GP attendance, notifying ED/RFH of shift cover, amending rotas and filling or escalating rota gaps.

5.Greet and direct all UTC patients to the waiting area, answering any queries they may have on arrival. Regularly update patients regarding waiting times.

6.Monitor patient flows and waiting times using the electronic patient record system; checking that clinicians have correctly allocated themselves to patients and completed discharge flows contemporaneously. Liaise with GPs when patient consultation times exceed 20minutes to identify barriers to patient flow. Complete the UTC tracker, liaise with the GP and escalate to the UTC clinician in charge, as required, if waits are excessive or demand exceeds capacity. Identify potential four hour waits and escalate immediately to allow for preventative actions.

7.Ensure patients attending with appointments are seen in a timely manner and the clinicians treating them have all the clinical information pertaining to the appointment (E.G. UTC next day appointments, 111 appointments)

8.Maintain information regarding available redirection appointments (e.g. next day UTC, GP practices, GP extended access, Camden hub, emergency dentist, pharmacist etc.) appointment available streaming nurse to appropriate outside service.

9.Redirect patients as directed by the assessing clinician. Record all redirections in accordance with operating procedures.

10.Collect GP Treating sheets and total daily figures for handover report. Ensure daily handover reports are completed in a timely manner and all sheets are scanned into the shared drive.

11.Undertake administrative duties to assist the smooth running of the UTC. (e.g. administrative support to clinical staff, filing, photocopying, scanning, retrieving paperwork, collating and entering performance data etc.).

12.On occasions the post holder may be requested to support ED receptionist duties or carry out other administrative functions to support the service manager or other CHP services.

13.Any other duties required by the grade and requested by your line manager. Duties may be varied from time to time under the direction of the Service Manager.

Job description

Job responsibilities

MAIN DUTIES AND RESPONSBILITIES

1.Project a positive and friendly image to patients and visitors, either in person or via the telephone.

2.Ensure the consultation rooms are stocked, tidy and ready to use each morning, conducting and recording equipment checks in accordance with the standards outlined in the service operating procedures. At the end of the day ensure the consultation rooms are left tidy, equipment is stored securely, and all patient identifiable data is removed.

3.Use IT systems to ensure a safe and effective service. (e.g. electronic patient record systems (Cerner, EMIS), CHP rota management system, NHS mailboxes, Royal Free intranet and shared Drive, MS Teams, Microsoft Office etc.).

4.Review the CHP rota management system, recording GP attendance, notifying ED/RFH of shift cover, amending rotas and filling or escalating rota gaps.

5.Greet and direct all UTC patients to the waiting area, answering any queries they may have on arrival. Regularly update patients regarding waiting times.

6.Monitor patient flows and waiting times using the electronic patient record system; checking that clinicians have correctly allocated themselves to patients and completed discharge flows contemporaneously. Liaise with GPs when patient consultation times exceed 20minutes to identify barriers to patient flow. Complete the UTC tracker, liaise with the GP and escalate to the UTC clinician in charge, as required, if waits are excessive or demand exceeds capacity. Identify potential four hour waits and escalate immediately to allow for preventative actions.

7.Ensure patients attending with appointments are seen in a timely manner and the clinicians treating them have all the clinical information pertaining to the appointment (E.G. UTC next day appointments, 111 appointments)

8.Maintain information regarding available redirection appointments (e.g. next day UTC, GP practices, GP extended access, Camden hub, emergency dentist, pharmacist etc.) appointment available streaming nurse to appropriate outside service.

9.Redirect patients as directed by the assessing clinician. Record all redirections in accordance with operating procedures.

10.Collect GP Treating sheets and total daily figures for handover report. Ensure daily handover reports are completed in a timely manner and all sheets are scanned into the shared drive.

11.Undertake administrative duties to assist the smooth running of the UTC. (e.g. administrative support to clinical staff, filing, photocopying, scanning, retrieving paperwork, collating and entering performance data etc.).

12.On occasions the post holder may be requested to support ED receptionist duties or carry out other administrative functions to support the service manager or other CHP services.

13.Any other duties required by the grade and requested by your line manager. Duties may be varied from time to time under the direction of the Service Manager.

Person Specification

Qualifications

Essential

  • Educated to good standard of education or relevant experience
  • Good standard of Written and Spoken English

Experience

Essential

  • Previous experience of working in a Team
  • Experience of working with the public
  • Working with databases
  • Experience of managing and prioritising own workload and working to deadlines

Desirable

  • Working in the NHS/Primary Care setting

Skills and Abilities

Essential

  • Highly competent computer skills e.g.MS word, Excel etc.
  • Good communication and interpersonal skills
  • Attention to detail
  • Ability to act independently, and on own initiative.
  • Ability to work methodically
  • Ability to handle confidential and sensitive information appropriately
  • Able to motivate self and others
  • Ability to work under pressure
  • Able to work flexibly

Knowledge and understanding

Essential

  • I.T/Administration
  • Patient Confidentiality

Desirable

  • Medical terminology
Person Specification

Qualifications

Essential

  • Educated to good standard of education or relevant experience
  • Good standard of Written and Spoken English

Experience

Essential

  • Previous experience of working in a Team
  • Experience of working with the public
  • Working with databases
  • Experience of managing and prioritising own workload and working to deadlines

Desirable

  • Working in the NHS/Primary Care setting

Skills and Abilities

Essential

  • Highly competent computer skills e.g.MS word, Excel etc.
  • Good communication and interpersonal skills
  • Attention to detail
  • Ability to act independently, and on own initiative.
  • Ability to work methodically
  • Ability to handle confidential and sensitive information appropriately
  • Able to motivate self and others
  • Ability to work under pressure
  • Able to work flexibly

Knowledge and understanding

Essential

  • I.T/Administration
  • Patient Confidentiality

Desirable

  • Medical terminology

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details

Employer name

Camden Health Partners Ltd

Address

St Pancras Hospital

St Pancras Way

London

NW1 0PE


Employer's website

https://www.camdenhealthpartners.com (Opens in a new tab)

Employer details

Employer name

Camden Health Partners Ltd

Address

St Pancras Hospital

St Pancras Way

London

NW1 0PE


Employer's website

https://www.camdenhealthpartners.com (Opens in a new tab)

For questions about the job, contact:

Service Manager

Chris Lundrigan

christopher.lundrigan@nhs.net

Date posted

10 January 2024

Pay scheme

Other

Salary

£12.40 an hour £13/hour at weekends and £24.80/hour on bank holidays

Contract

Permanent

Working pattern

Full-time, Part-time, Flexible working

Reference number

B0408-24-0000

Job locations

St Pancras Hospital

St Pancras Way

London

NW1 0PE


Royal Free Hampstead Nhs Trust

Pond Street

London

NW3 2QG


Supporting documents

Privacy notice

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