Care Navigator

Location

Solihull, West Midlands | United Kingdom

Job description

SOLIHULL HEALTHCARE PARTNERSHIP

Care Navigator

Contract: Permanent

Would you like to part of an innovative multi-disciplinary team, at the largest Primary Care provider in Solihull? If yes, we would love to hear from you!

About us

Solihull Healthcare Partnership is a primary care network formed of seven surgeries. We provide quality care to over 55,000 patients in the Shirley / Solihull area.

This is an exciting opportunity to be part of an expanding team, which is friendly and supportive and focused on providing the best service to our patients.

Solihull Healthcare Partnership are looking for a committed, enthusiastic and highly motivated individuals to join us.

Our teams are made up amazing people and we hear all the time from them about the levels of support, spirit and togetherness in their local teams. We are not afraid to say we work in a challenging environment although our people genuinely help one another every step and every day.

SHP recognises its staff as being fundamental to its success, and all roles play their part and with real job satisfaction.

Our teams benefit from some fantastic support from our team leaders and managers, who are accessible, experts in the job, supportive personalities and spend time with you to understand how you feel about your role.

The Role & Responsibilities

The Care Navigator will be the second point of contact for patients ringing the surgery. The role will be to optimise the patient’s journey and be an ambassador for the practice. The purpose of the post holder is to take every opportunity to ensure that the patient’s presenting issue is managed appropriately and that the patients are up to date with their routine appointments. This will be a telephone triage role as well as dealing with walk in attendees who present at the surgery reception.

Responsibilities:

• Provide clear concise information to patients and understand the importance of discretion and confidentiality.
• Good communication skills and a calm manner. Be able to put patients rapidly at their ease and give them the space and time to explain their needs.
• After appropriate training employ a variety of questioning techniques in order to develop a full picture of the nature of the patient’s problem.
• Identify potentially serious problems and bring those to the immediate attentions of the correct clinician; i.e. on call GP; triage Nurse Practitioner.
• For less serious problems negotiate with the patient and identify an appropriate timeframe for them to be seen, and the appropriate professional to see them.
• Build strong relationships with all direct team members, clinicians and recognise healthcare professionals in the practice as a scarce resource to be used appropriately.
• Develop and maintain an in-depth knowledge and understanding of the services provided in the practice and in the wider health community; be able to use this knowledge to guide the patient to the service, which is most likely to meet their needs, whether inside or outside the practice.
• Be able to distinguish real priorities from cases of unnecessary panic, be able to reassure and manage these situations. Demonstrate assertiveness without being domineering and have ability to gain the confidence of the caller (project confidence and sensitivity).
• Support the Practice in developing approved business changes that include process improvements and assist in embedding these into daily operations/contribute to increasing clinical effectiveness.
• Assist in the timely production of relevant information for patients; clinicians and 3rdParty services.
• Development, mentoring and performance management of the practice team within their area.
• Engage in regular supervision relationship with GP’s and Advanced Nurse Practitioners to get direction and support for the role.
• Evidence of a clear understanding of patients presenting issues by identifying potentially serious problems and bring those to the immediate attention of the appropriate clinician – using the Practice Triage protocol and clinical software EMIS WEB.
• Evidence for less serious problems negotiate with the patient and identify an appropriate timeframe for them to be seen, and the appropriate professional to see them.
• Evidence managing patient’s routine appointment requirements when patients initiate contact with the practice.
• Timely management of telephone conversations with patients whilst obtaining both the patients and practice’s desired outcome from the call.
• Demonstrate understanding of the role’s limitations and work within them. Evidence that guidance has been sought from colleagues when appropriate.
• Meet the required standard with regards to clear and concise notes of encounters and have these documented in EMIS WEB clinical software tool.
• Resolution of patient presenting issues and pro-active management and escalation of any risks.
• Evidence of effective performance management through teamwork, collaboration; successful application of tools and techniques.
• Understand the Practice Business strategy agreed and accepted by the Practice Partners and Management.
• Provide Feedback to Management, GP Partners, Practice teams & Peers.

Weekly Hours: 30-37.5 hours per week, Overtime opportunities available

Days: Monday - Friday

Hours: 7:30am – 8:00pm

Start Date: Immediate

Reference ID: CN0122

Job Types: Full-time, Part-time, Permanent

To apply for this vacancy, please send your CV and covering letter to [email protected]

We would like to take this opportunity to thank you for your interest in Solihull Healthcare Partnership; we look forward to hearing from you soon!

Job tags

Salary