At a Glance
- Tasks: Manage patient queues and provide excellent customer care in urgent care settings.
- Company: Nimbuscare, a not-for-profit organisation dedicated to community health.
- Benefits: Flexible work environment, NHS Pension, discounts, and mental health support.
- Other info: Join a diverse team committed to improving healthcare in the community.
- Why this job: Make a real difference in patient care while developing your skills in a supportive team.
- Qualifications: Empathy, strong communication skills, and ability to work under pressure.
The predicted salary is between 30000 - 42000 £ per year.
Care Navigator (Urgent Care- Out of Hours)
Nimbuscare's Care Navigator role offers meaningful work supporting clinical teams in delivering urgent care during evenings, nights, and weekends.
About the Role
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)
Main duties of the job
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.
About us
Nimbuscare is a not-for-profit Organisation that aims to be a collaborative and agile provider that cares for its people and patients. Nimbuscare is based in York and is owned by all the practices in the city, however we deliver services over a wider footprint.
We deliver Urgent Care services in collaboration with the hospital and GP practices in York, Scarborough, Whitby, Malton and Selby. We also provide community-based frailty care, which focuses on treating people in the community where we can. We also aim to shift services into the community where possible, for example our community diagnostic centres run in partnership with the Acute Trust.
We are committed to contributing towards a better NHS based on equity, fairness, innovation, collaboration and quality.
We are part of the system, and we are here to stay.
Nimbuscare is committed to improving the diversity of its workforce to better reflect the communities we serve. We welcome applications from everyone and work to promote an inclusive supportive culture that values and celebrates our differences.
As a Disability Confident Committed employer disabled applicants who meet the essential criteria for this job are guaranteed an interview.
Please note Nimbuscare is unable to provide any advice about visas.
There is no sponsorship available for this role.
Job responsibilities
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 and 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.
To support the introduction of new working processes to optimise quality.
- To build and maintain relationships with relevant personnel.
Learning and development:
You will participate in any training programme implemented by Nimbuscare Limited as part of this employment, such training to include:
Participation in individual performance reviews, including maintaining a record of own personal and/or professional development.
- 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 peoples 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
Qualifications
- 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.
Care Navigator (Urgent Care- Out of Hours) employer: Nimbuscare Ltd
Nimbuscare is an exceptional employer dedicated to fostering a supportive and inclusive work environment in York, where employees are empowered to grow both personally and professionally. With access to the NHS Pension Scheme, flexible working arrangements, and a commitment to employee wellbeing through initiatives like the 24/7 Employee Assistance Programme, Nimbuscare prioritises the health and happiness of its staff while delivering high-quality urgent care services to the community.
StudySmarter Expert Advice🤫
We think this is how you could land Care Navigator (Urgent Care- Out of Hours)
✨Tip Number 1
Get to know Nimbuscare and its values! Research the organisation's mission and vision, especially their commitment to patient care and community services. This will help you tailor your conversations during interviews and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills! As a Care Navigator, you'll need to demonstrate empathy and excellent customer service. Role-play with a friend or family member to get comfortable with handling different scenarios you might face on the job.
✨Tip Number 3
Network with current employees! Reach out to people working at Nimbuscare through LinkedIn or other platforms. They can provide insider tips about the interview process and what it’s like to work there, which can give you an edge.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows that you’re proactive and serious about joining the Nimbuscare team.
We think you need these skills to ace Care Navigator (Urgent Care- Out of Hours)
Some tips for your application 🫡
Show Your Empathy:In your application, make sure to highlight your ability to empathise with patients. Share examples of how you've provided excellent customer care in the past, as this is key for us at Nimbuscare.
Be Specific About Your Experience:When detailing your experience, focus on specific roles or situations where you managed patient queues or coordinated care. We want to see how your background aligns with our urgent care vision.
Know Your Local Services:Demonstrate your knowledge of local services and providers in your application. This shows us that you're proactive and understand the community we serve, which is super important for the Care Navigator role.
Apply Through Our Website:Don't forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. We can’t wait to hear from you!
How to prepare for a job interview at Nimbuscare Ltd
✨Know Your Stuff
Before the interview, make sure you understand Nimbuscare's mission and values. Familiarise yourself with their approach to urgent care and how they collaborate with local services. This will show that you're genuinely interested in the role and align with their vision.
✨Show Empathy in Action
As a Care Navigator, empathy is key. Prepare examples from your past experiences where you've demonstrated excellent customer care and patience. Think about situations where you had to listen actively and respond to patients' needs, as this will highlight your suitability for the role.
✨Be Ready for Scenario Questions
Expect questions that put you in real-life scenarios, like managing a busy patient queue or coordinating home visits. Practice your responses to these types of questions, focusing on how you would maintain accuracy and provide high-quality service under pressure.
✨Ask Thoughtful Questions
At the end of the interview, have a few questions ready to ask the interviewer. Inquire about the team dynamics, training opportunities, or how Nimbuscare measures success in patient care. This shows your enthusiasm for the role and helps you gauge if it's the right fit for you.
