Care and Support Navigator Service Lead in London

King’s College Hospital NHS Foundation Trust is one of the UK’s largest and busiest teaching Trusts with a turnover of c£1.8 billion, 1.5 million patient contacts a year and more than 15,000 staff based across 5 main sites in South East London. The Trust provides a full range of local hospital services across its different sites, and specialist services from King’s College Hospital (KCH) sites at Denmark Hill in Camberwell and at the Princess Royal University Hospital (PRUH) site in the London Borough of Bromley.

We encourage all our staff to have a healthy work/life balance. In doing so, you can apply for flexible working from the beginning of your employment. We offer a range of options which are designed to suit different circumstances and priorities in line with service requirements.

To lead the Trust's new 'Care Navigator service' to:

• support specific cohort of patients with discharge, reducing number of bed days and supporting flow through the hospital
• support patients on the waiting list, providing earlier identification of health needs and potential deterioration
• support the Trust’s digital agenda by increasing uptake of MyChart, providing designated help and support.

Main duties of the job:

• To provide discharge support service for identified cohort of patients at King’s College Hospital Denmark Hill
• To provide a single point of access and to proactively support patients on waiting lists to ensure that they have access to the right advice, information and materials to help them ‘wait well’
• To manage the performance of the team delivering care navigation and discharge support.

The Trust provides a full range of local and specialist services across its five sites. The trust-wide strategy of Strong Roots, Global Reach is our Vision to be BOLD, Brilliant people, Outstanding care, Leaders in Research, Innovation and Education, Diversity, Equality and Inclusion at the heart of everything we do. By being person-centred, digitally-enabled, and focused on sustainability, we aim to take Team King’s to another level.

We are at a pivotal point in our history and we require individuals who are ready to join a highly professional team and make a real, lasting difference to our patients and our people.

King’s is committed to delivering Sustainable Healthcare for All via our Green Plan. In line with national Greener NHS ambitions, we have set net zero carbon targets of 2040 for our NHS Carbon Footprint and 2045 for our NHS Carbon Footprint Plus. Everyone’s contribution is required in order to meet the goals set out in our Green Plan and we encourage all staff to work responsibly, minimising their contributions to the Trust’s carbon emissions, waste and pollution wherever possible.

Detailed job description and main responsibilities can be found in the documents attached.

Person specification

Education and qualifications:

• Educated to Master’s level in relevant health related subject/ professional qualification; or graduate with significant experience and evidence of working at this level
• Evidence of continuing professional development
• Conflict resolution training

Knowledge and Experience:

• Significant experience of working within complaints or in a customer facing role with track record of answering and resolving queries over the phone
• Experience and understanding of evaluating and measuring the performance of health services
• Experience of dealing with highly-charged and emotional situations that involve patients, relatives, carers and the public
• Experience of working collaboratively with multidisciplinary and multi‑agency teams
• Experience of managing teams and a track record of delivering against Key Performance Indicators in a highly pressured environment.