Job summary
We are delighted to be in a position to advertise a brand new opportunity in both Exeter and Bristol EOCs: EOC Navigation Assistant.
This Band 4 A4C role is fundamental in the day to day support of the EOC clinical team in delivering an improved patient experience coupled with increased patient safety. It is a role where you can directly influence patient outcomes by ensuring that patients are included in their care planning, identifying opportunities to utilise more appropriate or relevant care pathways for their presenting condition (under the direction of an EOC clinician), and/or identifying alternate transport solutions where there are prolonged wait times for ambulance responses.
The role is based in the EOCs (both Exeter and Bristol) and is being offered on a 2 day, 2 night 12 hour shift rota.
Please note that this vacancy is ring fenced to the at risk register only.
Main duties of the job
Maintain an overview of incidents waiting within the C3 incident stack, supporting the Clinical Navigator to identify emerging risk relating to timeliness of response for individual or groups of waiting incidents.
Support the Clinical Navigator with the review of duplicate or subsequent incidents, ensuring they are accurately processed and that any new or updated information relating to a patient's condition is shared with the Clinical Navigator.
Ensure any incidents that are clearly excluded from CSD review are returned to dispatch.
Where calls are marked as suitable for transfer to an alternative provider by the Clinical Navigator, complete an electronic or telephone referral on their behalf, ensuring key information is provided in accordance with a referral template.
With the support and direction of a clinician, contact specific patients to discuss the feasibility taking alternative transport options, in accordance with defined procedure.
Complete welfare calls to waiting patients when directed to do so, ensuring their ongoing welfare and noting any significant change to their initial presenting condition whilst awaiting ambulance response in line with defined procedure
Provide an initial point of contact for internal and external stakeholders contacting the EOC Clinical Team.
Maintain excellent level of skill and discipline in relation to the operation of the Trust incident dispatch system, C3.
About us
Working for us is an experience like no other. We provide emergency and urgent care, 24 hours a day, 365 days a year, operating across the largest ambulance region in England of 10,000 square miles and responding to an average of 2,650 incidents every day.
We remain committed to ensuring that we provide the best possible care for all our patients, which is reflected in our new five-year strategy which has continually improving patient care at its very core.
At the heart of our beautiful and diverse region we employ over 6000 people and are supported by over 575 volunteers.
If you embody our values of one team, compassionate and innovative and are looking to make a real difference to peoples' lives, then we would love to hear from you.
In return we will equip you with the skills, resources and development you need to thrive in your role.
You will have opportunities to progress to roles at a higher pay grade and enjoy continuous professional development.
Benefits
- Competitive NHS salary
- A standard working week of 37.5 hours
- Holiday entitlements of 27 days per year, plus general and public holidays, rising to 29 days after 5 years and 33 days after 10 years
- Pay enhancements for out of hours, shift and overtime working
- Generous Pension Scheme
- Career and salary progression
- Car leasing scheme
- Free parking across Trust sites
- Cycle-to-work and other salary sacrifice schemes
- Staff networks
- Access to a wide range of discounts from various organisations across the UK
Job description
Job responsibilities
For further information about this role please see attached the job description and person specification attached.
For further information or any questions about the role please email Jon Knight, Head of EOC (Acting) jon.knight@swast.nhs.uk or phone 07971 098705 if you would like to discuss any further.
Job description
Job responsibilities
For further information about this role please see attached the job description and person specification attached.
For further information or any questions about the role please email Jon Knight, Head of EOC (Acting) jon.knight@swast.nhs.uk or phone 07971 098705 if you would like to discuss any further.
Person Specification
Education and qualifications
Essential
- Possess a level 4 higher education qualification, e.g., NVQ L4, L4 Diploma, HNC, Certificate of higher education or equivalent demonstrable experience
Desirable
- Experience / qualification related to a computer aided dispatch system, e.g. C3/MPDS/NHSP
- Examples of relevant experience/knowledge may be: o Knowledge and experience of a range of administrative procedures o Experience of dealing with members of the public o Experience of working in call centre environment
Previous experience (Paid/ Unpaid relevant to job)
Essential
- Experience of operating complex computer programmes
- Has worked in a busy, team-based environment
- Has worked with a broad range of people in diverse environments
- Experience working in a patient/customer focused environment
Desirable
- Has worked in a caring, professional environment.
- Direct patient care experience
Skills, knowledge, ability
Essential
- Excellent telephone manner
- Effective Listening Skills
- IT literate, with advanced level keyboard and typing skills (or similar level of demonstrable experience)
- Understands that the EOC work environment is inherently stressful and can articulate strategies and mechanisms which indicate a high degree of self-awareness and recognition of own triggers around stress and how to manage symptoms in a healthy and proactive manner
- Ability to stay calm under pressure and remain patient and team focused throughout. Reflective; is able to utilise feedback and learn from errors to improve the service provided to patients
Person Specification
Education and qualifications
Essential
- Possess a level 4 higher education qualification, e.g., NVQ L4, L4 Diploma, HNC, Certificate of higher education or equivalent demonstrable experience
Desirable
- Experience / qualification related to a computer aided dispatch system, e.g. C3/MPDS/NHSP
- Examples of relevant experience/knowledge may be: o Knowledge and experience of a range of administrative procedures o Experience of dealing with members of the public o Experience of working in call centre environment
Previous experience (Paid/ Unpaid relevant to job)
Essential
- Experience of operating complex computer programmes
- Has worked in a busy, team-based environment
- Has worked with a broad range of people in diverse environments
- Experience working in a patient/customer focused environment
Desirable
- Has worked in a caring, professional environment.
- Direct patient care experience
Skills, knowledge, ability
Essential
- Excellent telephone manner
- Effective Listening Skills
- IT literate, with advanced level keyboard and typing skills (or similar level of demonstrable experience)
- Understands that the EOC work environment is inherently stressful and can articulate strategies and mechanisms which indicate a high degree of self-awareness and recognition of own triggers around stress and how to manage symptoms in a healthy and proactive manner
- Ability to stay calm under pressure and remain patient and team focused throughout. Reflective; is able to utilise feedback and learn from errors to improve the service provided to patients
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
