Job summary
York Integrated Community is expanding its care navigator team to support The Frailty Hub at Acomb Garth. We are looking for a dynamic Care Navigator who has excellent communication and prioritisation skills with a flexible person-centred approach to join our supportive team.
If you are looking for a fresh start or seeking a new challenge, this role offers you the ability to develop a broad range of skills and capabilities across several disciplines, leading to further career progression.
Are you looking for a role where you will be working with some of the city's most vulnerable, frail people? You will be working in a multidisciplinary team, answering calls from patients and clinicians. You will liaise with many different services within the Frailty Hub eg social service, hospital team. The work will involve contacting patients on the phone and answering incoming calls, processing documents, and adding codes, arranging, and amending patient appointments, amending, or adding clinical rotas and information to computer systems as directed.
A full driving licence and access to a vehicle that can be used for work is desirable
Main duties of the job
Responsibilities may include but not be limited to the following:
To communicate with patients over the phone in a professional manner on behalf of Frailty Hub creating a positive patient experience.
- To accurately carry out all duties, effectively and efficiently in line with guidance and protocols.
- To accurately record details on the medical records system.
- Liaise with patients and external agencies both face-to-face and over the telephone.
- To take full responsibility for areas of work assigned and to help and support others to complete all required tasks within YICT.
- To take responsibility for any patient enquiry and follow through to conclusion.
- To deal with patient information in a confidential manner
- To book appointments as required, accurately, ensuring patients are fully aware of full details and expectations.
- To deal with administration requests from colleagues and other members of the wider team as appropriate.
- To have a thorough knowledge of all YICT, policies & procedures.
- To be vigilant in reporting anything of concern re safeguarding of vulnerable adults.
- To ensure up to date with all Mandatory training.
- To be prepared to work flexibly to help meet the needs of Frailty Hub
- To carry out any other duties which may from time to time be required for the efficient running of Frailty Hub
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.
Who are we
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 does not hold a license to sponsor any visa applications and we are unable to provide any advice about visas.
Job description
Job responsibilities
York Integrated Community is expanding its carenavigator
team to support The Frailty Hub at Acomb Garth. We are looking for a dynamic care navigator who has excellent communication and prioritisation skills with a
flexible person-centred approach to join our supportive team.
If
you are looking for a fresh start or seeking a new challenge, this role offers
you the ability to develop a broad range of skills and capabilities across several
disciplines, leading to further career progression.
Are you look for a role
where you will be working with some of the city's most vulnerable, frail
people? You will be working in a multidisciplinary team, answering calls from
patients and clinicians. You will liaise with many different services within
the Frailty Hub eg social service, hospital team. The
work will involve contacting patients on the phone and answering incoming
calls, processing documents, and adding codes, arranging, and amending patient
appointments, amending, or adding clinical rotas and information to computer
systems as directed.
Person Specification
Experience
Desirable
Behaviours
Essential
- Teamwork: Work effectively and professionally within a team through willingness to proactively support and assist their peers, in doing so, contributing to collective team goals.
- Can-Do Attitude: Ability to react to and face challenges or setbacks in a positive manner with a commitment to continuous improvement of their own skills and behaviours and also of the community hub team service.
- Customer Service: Ability to remain focussed on providing and continuously improving an excellent internal and external customer / patient service.
- Deadline / Target Driven: Ability to work to strict deadlines and to be driven by the setting and achieving of individual and team targets.
- Attention to Detail: Ability to process, input and manipulate large volumes of information and to deadlines whilst maintaining highest levels of attention to detail.
- Internal Customers: Ability to build rapport and strong working relationships with internal customers through negotiating and mutually agreeing realistic deadlines to queries.
- Confidentiality: Ability to exercise and adhere to the Practice confidentiality policies.
- Work Prioritisation: Ability to organise, prioritise and manage your own work demands by assessing levels of urgency and importance.
- Autonomous: Ability to work independently by making informed decisions and exercising appropriate initiative when faced with a new situation / problem. Whilst also having the ability to recognise when a problem / issue should be escalated because it falls outside of the scope of the role.
Skills
Essential
- Communication Skills:
- I.Able to calmly, professionally efficiently identify customer / patient needs.
- II.To be able to professionally and efficiently deliver Customer / Patients needs with a warm reassuring demeanour.
- III.To be able to skilfully negotiate and signpost the customer / patient to the most appropriate person or alternative solutions to their need.
- IV.Able to professionally and effectively tailor your communication style to suit the needs of a varied spectrum of customers ranging from Partners, patients, relatives, external agencies, colleagues, and clinicians.
- Assertive Behaviours; To be able to skilfully navigate and defuse potentially disgruntled customers or sensitive and/or emotive situations by using assertive language and exhibiting a warm reassuring demeanour.
- Communication Style; Able to professionally and effectively tailor your communication style to suit the needs of a varied spectrum of customers ranging from patients of all walks of life, Partners, External Agencies, Colleagues and Clinicians.
- Problem Solving Skills: Ability to solve problems independently and/or function well within a team in various capacities but primarily as a Co-ordinator or a Completer / Finisher.
- Time Management Skills: Able to manage your own time against work demands and to adhere to individual and/or internal customer deadlines and targets.
- Negotiation Skills: To be able to skilfully negotiate and signpost internal or external customers attempting to reach the care co-ordinator to the most appropriate person and/or to mutually agree realistic time frames for responses or actions.
- IT Literate: competent in the use of Microsoft Applications such as Word and Outlook and a proven ability to learn how to navigate systems, input date with an attention to detail and follow processes and procedures.
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.
Employer details
Employer name
Nimbuscare Ltd
Address
Nimbuscare Ltd
2 Oak Rise
York
YO24 4LJ