Care Navigator Acclaim PCN

Job responsibilities

Job Summary

Care Navigators play a significant role within a PCN

Interact with patients to provide and process information in response to enquiries, concerns and requests about NHS/PCN services.

To ensure that all patients have a positive experience.

To work as part of the team in a professional manner to provide high quality reception, administration and support services to all clients, visitors, GPs and Allied Health Professionals.

To follow all relevant standard operating procedures, polices and charters to ensure working in an efficient and courteous manner at all times.

To provide a professional call handling service and associated administration duties.

To embed and sustain an ethos of care navigation throughout the team, providing advice and guidance and signposting patients to the most appropriate clinician/service.

To record all essential information accurately.

Key Areas of Responsibility

To receive and greet patients, clients and visitors in a welcoming and professional manner and to act as a point of contact between patients, clients, healthcare professionals, visitors, and other staff.

To engage with patients/clients; provide advice and proactively signpost patients and clients to the most appropriate clinician/service (care navigation).

To deal with any verbal queries, concerns or complaints from patients, clients, visitors professionally and to escalate to the Manager as appropriate.

To take telephone calls and online requests from patients and accurately record all essential information on the clinical system.

To provide accurate and up to date information to answer the enquiries of patients, clients and visitors where necessary seeking the advice of others, responding to and/or redirect all patient and visitor requests accordingly.

To answer/make telephone calls in a professional manner ensuring important/appropriate information is documented and redirected accordingly and to accurately take messages.

To ensure reception, waiting areas and clinical rooms are maintained in a clean and tidy state, preparing and tidying rest and meeting areas when requested.

Notify the team leader of any equipment or IT failures or faulty equipment.

To attend meetings as required.

Provide guidance and training to new members of staff to help them achieve their objectives.

Ensure all individually attended training sessions are cascaded to all members of the team.

To always maintain patient and staff confidentiality including outside of the work environment working within reference to the Data Protection Act.

To provide holiday and sickness cover as required.

To receive paperwork associated with requests from outside agencies informing patients of cost incurred and direct to appropriate department.

Receive and distribute external and internal post, including all incoming fax documents and redirecting mail/faxes as appropriate.

Advise the Line Manager of any problems and take appropriate action as directed.

To undertake any other duties commensurate with the scope of the role and within your skill set as requested.

Other

Essential

• Drive and have access to transport to attend visits or sites across the PCN

Qualifications

Essential

• Good interpersonal and communication skills
• Good standard of education with good literacy and numeracy skills
• Knowledge of clinical systems and O365

Desirable

• Understands how the NHS works including primary care and PCNs
• Awareness of the wider determinants of health and its impact

Behaviours

Essential

• Communicates with colleagues well to ensure the smooth delivery of services
• Proactively supports others to deliver team objectives
• Takes responsibility for actions and looks to enhance the service and its reputation in all activities undertaken
• Actively engages with building personal capacity and resilience

Values

Essential

• Working Together
• Improvement and Development
• Respect and Compassion
• Engagement and Involvement

Experience

Essential

• Working well with others to deliver goals
• Being motivated to deliver excellent services to support Primary Care in our region
• Experience of working in health, social care and other support roles in direct contact with people, families or carers (in a voluntary or paid capacity)

Desirable

• Experience of working directly in a care navigator role,
• Experience of working in multidisciplinary professional team environments
• Up to date with mandatory training and role specific training

Skills

Essential

• Flexible approach to the evolving nature of the role
• Ability to work autonomously
• Ability to extract relevant information from conversations to pass on
• Highly organised and excellent attention to details
• Recognises and works within limits of competence, seeking advice when needed
• Awareness of and has well-developed IT skills to facilitate quick and confident learning of new systems to support the management of patients in a primary care setting (including Microsoft packages)