Care Navigator

EMPLOYING ENTITY IS CENTRAL LONDON HEALTHCARE CiC

Job Title:

Care Navigator

Fixed Term contract for 12 months

Salary:

£31,750 per annum

Hours:

37.5 hours per week

Responsible to:

Operations Manager

Key Relationships:

General Practice, Healthcare LTD, One Westminster, Central and North West London NHS Foundation Trust (CNWL), Central London Community Healthcare NHS Trust (CLCH).

Who We Are

Central London Healthcare CiC is the GP Federation owned by our 30 General Practices covering the Central London (Westminster) area. The organisation supports 4 Primary Care Networks (PCNs). We operate several NHS contracts on behalf of our PCNs including a Community Dermatology Service; Community Cardiology Service and a Secondary Care Referral Service and an out-of-hospitals provision which is sub-contracted to our 33 General Practices.

On behalf of our practices we are the host employers of a large, and rapidly growing team of ARRS (Additional Roles Reimbursement scheme) roles including Clinical Pharmacists; Pharmacy Technicians; First Contact Physiotherapists; Dieticians; Paramedics; Social Prescribers; Care Coordinators, Digital & Transformation Leads, Nursing Associates, GPAs and Care Co-ordinators.

How We Work

Our vision is to be recognised as a leading GP provider network, run by clinicians for the benefit of our local population and practices. We will achieve this by working with patients and partners to ensure that general practice remains sustainable and independent. We aim to further diversify our income by exploring commercial joint ventures and expanding our research team in the coming years.

Our people are our greatest asset. When we feel included, valued and supported in work this positivity reaches those very people we are here for, the patients. CLH is committed to actively supporting diversity and inclusion and ensuring that all our employees are valued, treated with dignity and respect and enabled and supported to reach their potential.

Our employees work flexibly according to the needs of our customers, typically onsite at our practices or hub sites or at our offices near Marylebone/Edgware Road. Our office-based roles are typically worked as hybrid roles the pattern of which are agreed and reviewed according to service/team requirements.

Requirements

Care Navigators (CN) will be responsible for supporting GPs through providing care coordination for the most vulnerable and complex patients. This includes, for example, being responsible for intelligent tasking and patient referrals, completing Care Plans and delivering targeted public health messages to patients.

In addition, CNs will work collaboratively with colleagues across health, social care and the third sector to provide patient-centred care. They ensure coordinated and effective delivery of the patient's Care Plan for those patients identified through risk stratification by the GP.

They may also be asked to contribute towards other administrative tasks within the GP Federation.

They lead on the creation of patient Care Plans and support patients throughout their interactions with primary care services.

Each CN will be aligned to specific GP Practices within the GP Federation and will be required to work across several practices within the designated PCN structure. The role is predominantly non patient facing and support will be mainly provided via telephone. The Complex Case Management service offers targeted support in specialised areas. As part of your role, you will have the opportunity to assist with this element of the service.

The Care Navigation service is about development and involves careful planning and execution, by following a structured approach.

Main Duties of the Job

Clinical Systems/Medical Records

Use SystmOne to record all patient interactions, using appropriate templates and in accordance with GDPR regulations.

Maintain up to date and accurate records.

Effective and timely response to ‘tasks' sent assigned to the CN.

Support patients via Surgery Connect telephony system and email.

Knowledge and understanding of the local 3rd sector organisations, services and pathways.

Maintain up to date records both internally and externally.

General Duties & Responsibilities

Support patients to develop and review Care Plans in line with a personalised care approach, to manage their needs and achieve better healthcare outcomes.

Chair and participate in regular MDTs and ICTs as required.

Provide coordination and navigation for people and their carers across health and care services. Helping to ensure patients receive a joined-up service and the appropriate support from the right person at the right time.

Refer onwards to other health, social care and the third sector providers where required where there is an unaddressed need.

Proactively identify when action or additional support is needed, alerting relevant professionals, and highlighting any safety concerns.

Demonstrate a flexible attitude and be prepared to carry out other duties as may be reasonably required from time to time within the general character of the post or the level of responsibility of the role. Ensuring work is delivered in a timely and effective manner.

Work collaboratively with the Care Navigator team to meet organisation and personal targets.

Equality and Diversity

The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:

Acting in a way that recognises the importance of people's rights, interpreting them in a way that is consistent with Practice & PCN procedures and policies, and current legislation

Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues

Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights

CRITERIA

Education/Training/ Qualifications

• GSCE Passes at Grade C or above or equivalent experience
• An excellent standard of written and verbal English and numeracy
• Keyboard skills
• Excellent customer service skills
• Good administrative and organisational skills
• IT literate
• Educated to degree level in relevant subject
• Experience using SystmOne
• Knowledge of Medical Terminology
• A/I

Knowledge And Experience

• Good knowledge of the Health & Social Care system
• Strategic understanding and experience of working in the NHS, especially Primary Care Services
• Good practical and conceptual knowledge of healthcare improvement methods and practices
• Flexible and adaptable - able to work according to changing need
• Commitment to personal development
• An ability to use own judgement, resourcefulness, common sense and local knowledge, to respond to enquiries and requests while adhering to practice limitations
• Building trust and rapport
• Structuring conversations using a coaching approach
• Experience creating Personalised Care & Support Plans
• An ability to make decisions appropriate to the situation while adhering to practice/PCN policies
• Able to work at the desired times - Flexibility to cover annual leave and sickness
• A/I

Benefits

• Cycle to work scheme
• Discretionary pay progression
• Employee Assistance Program (EAP)
• Enhanced annual leave entitlement (27 days full-time, pro-rata for part