Bank Care Navigator (Urgent Care- Out of Hours)

The postholder will support the smooth and efficient running of the GP Out of Hours service, in providing operational shift support to our clinical teams working in our centres face to face or remotely as part of our Clinical Assessment Service (CAS). You will liaise with Healthcare Professionals, patients, and other colleagues to ensure a timely and high standard of care is delivered. You will make and receive telephone calls and will work in line with Standard Operating Procedures. This role contributes to the effective running of the GP Out of Hours service across multiple locations (York, Scarborough, Malton, Whitby and Selby).

Working Hours: Bank, OVERNIGHT ONLY

Main Duties and Responsibilities:

• Develop thorough understanding of the OOH service and work in accordance with written procedures.
• Provide excellent customer care, demonstrating empathy, patience and a holistic approach to client/patient care.
• Actively manage the patient queue in SystmOne to ensure optimum service delivery to patients referred from NHS 111.
• Action calls received from Healthcare Professionals.
• Support the clinical team with onward referrals where appropriate.
• Develop knowledge of local services and providers and understand how to access these services.
• Co-ordinate patients who need to be seen F2F and where appropriate home visits.
• Report any incidents that might compromise health and safety for self, other staff or customers/patients.
• Awareness of own impact in the process of care.
• Any other duties as directed by the Senior Care Navigator.

Business Responsibilities:

• Maintain ethos and culture of Nimbuscare Limited.
• Positively promote Nimbuscare Limited both in and out of the workplace.
• Attend educational and staff meetings as requested.
• Support the introduction of new working processes to optimise quality.
• Build and maintain relationships with relevant personnel.

Learning and Development:

• Participate in any training programme implemented by Nimbuscare Limited as part of this employment.
• Make effective use of learning opportunities within and outside the workplace.
• Undertake mandatory and statutory training as required.
• Work as an effective and responsible team member, supporting others and exploring the mechanisms to develop new ways of working.
• Accept delegation from senior staff, prioritise own workload and ensure effective time management strategies are embedded in own practice.
• Participate in team activities that create opportunities to improve patient care.
• Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the team's performance.

Confidentiality: To understand and be aware of the confidentiality of information gained during the course of your duties, which may include access to personal information relating to clients, patients and members of staff. It is expected that you understand the importance of treating information in a discreet and confidential manner.

Health & Safety: Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks. Making effective use of training to update knowledge and skills. Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards.

Equality and Diversity: To actively support equality, diversity and inclusion and ensure that all work colleagues, patients and staff are valued and treated with dignity and respect.

Quality: Alert other team members to issues of quality and risk. Assess own performance and take accountability for own actions, either directly or under supervision. Effectively manage own time, workload and resources. Work within own limitations and experience. Be aware of and co-operate with audit. Work effectively with individuals in other agencies to meet patients' needs. Portray a professional image at all times.

Communication: Communicate effectively with colleagues, patients and external parties. Recognise and have awareness of people's needs for alternative methods of communication and respond accordingly.

Other: This job description is neither exhaustive nor exclusive and will be reviewed periodically in conjunction with you. You are required to carry out any duties that may reasonably be requested. The job description is provided as an outline of the key tasks and responsibilities and is not intended to be an exhaustive list. The job will evolve over time to reflect the changing needs of Nimbuscare and its services as well as the personal development of the post holder.

Person Specification:

• Minimum level 2 Maths and English or equivalent (GCSE Grade C or Grade 4 or above).
• Ability to accurately follow workplace policies and procedures.
• Ability to work to high standards of accuracy.
• Excellent attention to detail.
• Good numeracy, administrative and organisational skills.
• Excellent customer service skills with the ability to listen and empathise.
• Understand and observe strict confidentiality.
• Excellent organisation, prioritisation and time management skills.
• Excellent written and verbal communication skills.
• Ability to work as a team and under own initiative.
• Experience of working within the NHS or general practice.
• Experience in working with SystmOne.

Experience:

• Able to work well under pressure.
• Able to work as part of a team.
• Able to use own initiative.
• Be self-motivated.
• Able to listen and empathise.
• Hard working and willing.
• Flexible and adaptable, able to work according to changing need.
• Commitment to professional/personal development.

Travel: Ability to travel across various sites when required.

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.