Care Navigator

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.

Person Specification

Skills and Abilities

Essential

• Commitment to providing excellent patient care
• Good standard of written and verbal English
• Excellent verbal and written communication skills.
• IT competent (digital literacy) and able to demonstrate competent typing and navigation whilst speaking to patients
• Ability to differentiate between routine, urgent and emergency requests with support of the clinical team
• Ability to problem solve
• Geographical knowledge of Cornwall

Desirable

• Conflict Management skills/experience

Qualifications

Essential

• GCSEs in Maths and English grade C or above
• Good level of literacy and numeracy

Desirable

• Educated to A level or degree level (or equivalent)

Additional Requirements

Essential

• A criminal record check satisfactory to the organisation.
• Ability to travel into work for shifts without difficulty.

Desirable

• Driving licence

Experience

Essential

• Previous call centre/customer service experience or experience of working with members of the public

Desirable

• Evidence of experience within an NHS environment.
• Previous experience of dealing with high volumes of inbound calls or equivalent workload
• Primary, Urgent or Emergency healthcare knowledge or experience
• Experience of working to targets and KPIs.
• Experience working in an out of hours control centre

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

Kernow Health CIC

Address

Cudmore House

Treliske Industrial Estate

Truro

Cornwall

TR1 3LP

Employer's website

https://www.kernowhealthcic.org.uk (Opens in a new tab)