Care Navigator

Kernow Health CIC

The closing date is 05 March 2025

Job summary

We are in search of individuals with a strong customer focus and a deep passion for providing top-tier patient care. As a vital member of our Integrated Urgent Care Service team which operates a 24-hour service, your role will involve coordinating patient care services. This includes organising of our Treatment Centres, dispatching ambulances, and response cars, and overseeing various other responsibility through effective communication.

If you are enthusiastic about contributing to a rapidly expanding, dynamic organisation, we invite you to reach out to and join our team.

Please note: Full time and part time positions are available, rota patterns will include a combination of days, overnights, weekends, and Bank Holidays with pay enhancements to reflect unsociable hours.

There is an expectation of a minimum of three weekends out of a four-week period to be contracted with over time opportunities also available.

Main duties of the job

Our Care Navigator roles form a vital part of the delivery of our NHS contracts such as Acute GP, NHS 111 and ambulance transport. With this exciting role, our Care Navigators cover organisation of treatment centres, despatching of ambulances and response cars, coordination of patient care services with healthcare professionals, and much more!

About us

Why work for us?

Kernow Health CIC is a local organisation, owned by General Practitioners, delivering a number of NHS contracts across Cornwall where profits are reinvested back into the company to support healthcare across Cornwall. Working with us, you will benefit from:

Opportunities for flexible working and annualised hours.
Weekday, weekend, evening and night shifts available, with out of hours shift pay enhancements.
A clear career framework with pathways for promotion and career development.
Employee benefit programme through Vivup!
Overtime, incentives and unsocial hours pay enhancements.
6 weeks pro rata holiday entitlement (including bank holidays), with the ability to buy and sell annual leave.
Being part of a local, agile and innovative team.
Access to a great support network within a multi-professional team.
Access to a company pension scheme, sickness, maternity and paternity pay.
Access to training and continuous professional development through the Cornwall Training Hub!

Date posted

05 February 2025

Pay scheme

Other

Salary

£12.21 an hour Plus enhancements dependant on working times

Contract

Permanent

Working pattern

Full-time, Part-time

Reference number

E0306-25-0001

Job locations

Cudmore House

Treliske Industrial Estate

Truro

Cornwall

TR1 3LP

Job description

Job responsibilities

Key Duties and Responsibilities:

• To gain an in-depth knowledge of the Cornwall 111 IUCS service in order to enable efficient call handling and effective use of services across the healthcare system.

• Efficiently handle all calls, using the computer system (currently Adastra) in a polite, professional and timely manner to facilitate the appropriate and timely resolution of call queries.

• Liaise with colleagues within our service, patients and professionals from outside of our service to ensure queries are dealt with promptly.

• Accurately record patient details and symptoms in Adastra, ensuring that all information is quality checked prior to being managed.

• Dispatch home visits in order of priority and book patients into treatment centre appointments, managing the flow of patients in line with clinical priority, performance targets and quality targets.

• Monitor home visits and treatment centre appointments for demand to ensure capacity does not exceed clinical ability to maintain safety in conjunction to our performance and quality targets.

• Scan the triage queue on a frequent basis to identify patients who have called into the service and are eligible for care navigation to key services within the healthcare system, such as Minor Injury Units, based on experience and agreed criteria and with the support of our 111 Clinicians.

• Call patients and navigate them professionally to appropriate services alongside clinicians.

• Gain knowledge of local health care services and authorities along with other support available locally and be able to signpost the patient when appropriate.

• Gain excellent working knowledge of the phone system and interface, including understanding the performance dashboard and other key programmes utilised within the Cornwall 111 service.

• Effectively manage potential individuals with challenging behaviour using excellent communications skills and with the support of SDMs and senior management.

• Liaise with and escalate to the Service Delivery Manager on a frequent basis and in a professional manner, working as a team to manage the shift effectively through highlighting clinical or operational issues.

• Ensure the Adastra database system is maintained and kept up to date (amalgamations, updating special patient notes, etc.)

• Assist Service Delivery Managers with team meetings, escalation and business continuity training, staff training and events when required.

• Ensure compliance with all Kernow Health CIC and Cornwall 111 IUCS statutory and mandatory training requirements, policies and protocols.

• Be capable of identifying patients who may need immediate attention and ensuring that the clinicians are aware of such patients.

Please find attached the full job description for more details on key duties and responsibilities.