Care Navigator in Blackpool

Welcome to FCMS! We are looking for a Care Navigator to join our Care Coordination Team.

Pay: £13.00 per hour weekend and overnight enhancements apply

Hours: 16 Hours Flexi - This is a 24/7 service, so flexibility within these hours will be required, to deliver the service needs.

Accountable to: CATS Operational Manager

Base: Desk based role at Newfield House, Blackpool, but may be required to visit and potentially work from any of the sites we deliver from remote work also available.

Main duties of the job Overview of Role:

• To provide administration support to the Care Co-ordination Service.
• To provide a fast, accurate and effective patient telephony service.
• To provide administrative support to clinical staff.
• Accurate data input of special patient information such as end-of-life care and long-term health conditions.
• To work effectively under pressure in a calm and confident manner, whilst remaining sensitive to the caller and patients needs.
• To undertake all relevant training consistent with the requirements of the post.
• Accessing personal and confidential data, always ensuring full patient confidentiality, adhering to Information Governance Policies.
• To undertake any clerical work, administrative, data inputting and any other duties relevant to FCMS (NW) Ltd activities, always following strict protocols and procedures.
• To work with external organisations effectively including Trinity Hospice, North-West Ambulance Service, Blackpool Teaching Hospitals, GP Practices, and Blackpool, Fylde, and Wyre Neighbourhoods.

About us: The ethos of FCMS as a social enterprise, health and wellbeing services provider is to be passionate in its drive to ensure that patients and callers remain the central focus of all that it does. Coupled with excellent and well-established clinical governance systems and extremely effective operational expertise, it has meant that the company has the ability to strategically visualise, develop, and implement award winning services.

Over many years we have invested in our staff so that we have a core team of highly trained individuals who can manage the needs of our patients and callers. Our staff are able to significantly improve the service delivery and user experience due to their considerable experience and commitment to what they do.

Come and be a part of our amazing team!

We offer:

• NHS Pension
• Cycle to Work Scheme
• Career Development Opportunities
• Attendance Bonus
• Staff Benefit Scheme
• Free Tea & Coffee
• Eye Care Contributions

Job description Overview of Role:

• To provide administration support to the Care Co-ordination Service.
• To provide a fast, accurate and effective patient telephony service.
• To provide administrative support to clinical staff.
• To undertake an intensive internally based training programme.
• To be able to use the relevant software in a safe, effective, and efficient manner and to undertake any other recognised training for development.
• To take, record and process information received, accurately and concisely, using nationally recognised software.
• Relevant information will need to be identified and logged as data on to a computer.
• To use the telephone and remain empathetic, whilst gaining important information.
• Accurate data input of special patient information such as end-of-life care and long-term health conditions.
• To work effectively under pressure in a calm and confident manner, whilst remaining sensitive to the caller and patients needs.
• To undertake all relevant training consistent with the requirements of the post.
• Accessing personal and confidential data, always ensuring full patient confidentiality, adhering to Information Governance Policies.
• To undertake any clerical work, administrative, data inputting and any other duties relevant to FCMS (NW) Ltd activities, always following strict protocols and procedures.
• To work with external organisations effectively including Trinity Hospice, North-West Ambulance Service, Blackpool Teaching Hospitals, GP Practices, and Blackpool, Fylde, and Wyre Neighbourhoods.
• To provide clear and concise information to all patients and external agencies.
• To support, when necessary, the wider team, in fulfilling the duties of the System Deflections team.
• The post holder is expected to always carry out their duties in a highly courteous, sympathetic, and helpful manner.
• To attend any meetings as and when required.
• To assist the management team when required.
• To be flexible and work a variety of daytime, evening, weekend, overnight and bank holidays hours on rotation and, when required, to cover for holiday and sickness.
• To always adhere to FCMS Policies and Procedures.

Physical Effort: Staff often remain seated, at one desk, for most of the working day.

Mental Effort: Work pattern can be interrupted by the telephone or staff enquiries. Workload regularly re-assessed and prioritised to meet required deadlines. The working day can be varied, and, within minutes, this can include dealing with people who have complex physical health needs, people who have called 999 because they believe they require an ambulance, a general enquiry regarding services, or a patient who cannot utilise mainstream primary healthcare due to historic behaviours. Other days may be quite monotonous and involve processing Care Co-ordination Notes, to ensure vulnerable patients are able to receive the best healthcare to meet their needs.

Emotional Effort: Requirement for tact and diplomacy when dealing with queries from patients, relatives, staff and Medical representatives. Supporting vulnerable patients and callers. Managing situations that can often be emotional, given the patients health status. Managing stressful situations i.e., workload and time pressures. Dealing with conflict, over a variety of issues. Ability to remain calm when other people are panicking or distressed.

Information Systems: Work with the IT support team, to ensure effective management of Information and Communications Technology within the service.

Information Governance: Understand the importance of Information Governance and maintain the IG Toolkit on an annual basis. Maintain accurate and comprehensive statistical information, ensuring legal and local requirements are met.

Safeguarding: Staff are to report any safeguarding concerns to managers on site and follow usual processes if they become aware of any. Safeguarding is everyone's responsibility.

Training and Support: Identify own training needs and others and participate in relevant in-service education. Ensure all mandatory training is undertaken and maintained. The post holder will be expected to attend any necessary courses that provide relevant training.

GENERAL: To have responsibility for Health and Safety and Welfare of others in the working environment, to follow safe working practices and to always comply, with local Safety Policies and Procedures. To observe national and local policies and procedures in respect of: Fire, Data Protection Act, Infection Control.

Other duties are required: This Job Description will be periodically reviewed in the light of developing work requirements. This is an evolving role and, therefore, these duties are not exhaustive. The role may change via discussion between the post-holder and line managers. The individual in post will be expected to contribute towards that revision.

Our key expectations are:

• Self-awareness Living authentically
• Adaptability- Being ready to adjust depending on the situation
• Openness What you see is what you get
• Positivity with a real sense of being able to strive for the impossible
• Generosity of spirit- Everyday should be an opportunity to act with kindness
• Ability to have fun Taking the role seriously, whilst being yourself

Our Why: To nurture an environment of inspiration, innovation and disruption so this people in our world receive exceptional healthcare for this generation, and the next.

Values: Our organisational culture is very important to us, so it is vital that the successful candidate lives and breathes complimentary values and behaviours. Our behaviours should be in line with our values which form part of our Company DNA:

• Fun: People rarely succeed unless they are having fun. Happiness is healthy!
• Awesome: We aren't here to be average, we're here to be awesome!
• Humble: We're here to make a difference to the lives of others, NOT to see how important we can become
• Brave: We challenge the norm. We have the courage to get the difficult jobs done
• Oompf: We have natural oompf! It's infectious!
• Go-getting: We are intuitive to changing needs and respond quickly which we do with energy, ideas, and positivity

Disability Confident Employer: As users of the disability confident scheme, we guarantee to interview all disabled applicants who meet the minimum criteria for the vacancy.

DBS: This post is subject to the Rehabilitation of Offenders Act (Exemption 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. This will require three forms of valid ID to be produced and verified. The onboarding process is also subject to an Occupational Health check, suitable professional references and eligibility to work in the UK (with the requirement to provide relevant documentation as evidence). For Driver positions you will also be required to undertake a Driver check.

Person Specification:

Experience:

• Desirable Evidence of further study Educated to GCSE/O Level standard including English Language and Mathematics Equivalent training in administration.

Qualifications:

• Essential Experience of working with IT systems Administrative experience Telephony experience Experience of working in an office environment.
• Desirable Experience of working within a healthcare setting, and knowledge around patients and individuals that are vulnerable in society. Experience of Adastra and/or other clinical systems Experience of working with Clinicians.

Other Essential:

• Diplomatic/tactful and understand importance of confidentiality. Able to demonstrate compassion and empathy.
• Mature outlook Positive mental attitude Smart appearance Professional conduct Ability to work within a team and, at times, in isolation. Openness to learn new skills and apply these within the role. Non-judgemental.

Communication Essential:

• Information Governance understanding and awareness. Effective communication skills, both verbal and written. Sound working knowledge of Microsoft packages including, Word, Excel, and email. Good literacy and numeracy skills. Excellent organisational skills. Ability to manage and prioritise own workload. Ability to work under pressure and remain calm and focused.

Desirable:

• Administration qualifications.

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.