Senior Care Navigator

Job summary

The role is to provide leadership when working on shift within the IUCS contract, including line management and development of all Senior Care Navigators.

You will provide real-time support and encouragement to the team and be responsible for ensuring that the service and Care Navigators are managed effectively to deliver the highest standard of patient care. The service includes Out of Hours (OOH), UTC, SPA and TOPs and is based at Royal London Hospital .

The postholder would be required to work both morning and evening shifts. This is a mandatory requirement of the role. Evening shifts may run until 10:00pm.

Please note that we reserve the right to close the vacancy early if we receive a high volume of applications. Main duties of the job Manage a busy shift for the IUCS ensuring the staff performance is met at all times to deliver the best patient care.

Work closely with the Senior Leadership Team to deliver the service in the most efficient way.

Conduct regular 1-2-1 meetings and appraisals for the SCNs to develop their skills and performance as appropriate to facilitate achievement of objectives To harmonise duties and skills amongst the SCN team Hold regular team meetings and shift briefings, cascading information and escalating concerns as required.

Monitor annual leave to ensure team members are requesting and taking leave in a measured and timely manner. For both SCNs and their teams.

Support team members whilst absent from work through sickness, maternity leave etc, support the return-to-work programme including return to work interviews for SCNs and their teams Facilitate feedback to team members following audit, acknowledging achievements and supporting any areas of development identified.

To discuss performance achievements or concerns with staff. Set appropriate performance improvement plans. Ensure any performance concerns are addressed in real time, clearly documented and escalated to the Service Lead and Deputy Service Lead Act as a point of escalation for the audit team for ongoing audit concerns.

Attend management meetings and share learnings and ensure continuous improvement Rota management , allocating Clinical and admin shifts, assist deputy SM with payroll and floor management.

About us

Tower Hamlets GP Care Group (The Care Group) was incorporated as a community interest company limited by shares in September 2014. Every general practice in Tower Hamlets owns one share of £1.

The Care Group was formed to manage borough level contracts on behalf of the practices, deliver primary care led services and support general practices, and to be the provider voice of primary care in the wider health and social care system.

Read up more about Tower Hamlets GP Care Group, click here: https://www.gpcaregroup.org/ The Care Group is also a member of Tower Hamlets Together, a place-based integrated partnership, which includes Bart's Health, East London NHS Foundation Trust, the London Borough of Tower Hamlets and the Council for Voluntary Services.

Click here to know more about Tower Hamlets Together partnership- https://www.towerhamletstogether.com/ The key priorities for the Care Group are: Innovation and support for primary care Being a great place to work Integrating primary and community care Providing of high-quality cost-effective care to local people Influencing improvements in health outcomes

Job description

Job

responsibilities

Key Tasks Provide a smooth running comprehensive administrative service for the Care Navigators and Clinical staff to all aspects of the Integrated Urgent Primary Care Services.

The Senior Care Navigator will participate in a 4 week rolling rota which will include earlies, days, evenings, weekends and bank holidays with the occasional need to work night shifts. Organise and supervise the non-clinical staff to ensure that all available resources are managed effectively.

Manage problem situations as and when they arise. These could include technical, administrative and staffing issues and queries or complaints from patients and their carers. Liaise with clinical staff to enable the smooth running of the Integrated Primary Care service.

Liaise with the Service Manager in hours about any problems and to highlight issues for service improvement and development. Liaise with the on call manager who can offer support outside of office hours.

Senior Care Navigator has a responsibility to ensure that there is adequate administrative staffing, so that patient care is not compromised. Line management responsibility for the Care Navigators. including induction, training, 1 to 1 meetings and appraisals.

Senior Care Navigator will be fully conversant in the computer systems used by the services (Adastra, Cerner and EMIS web) and will maintain the databases, run uncomplicated search reports and train staff.

To help the Integrated Primary Care Service and the Single Point of Access to achieve their Key Performance targets without compromising the quality of the services to the patient.

Where referral to a healthcare professional is not required, offering pathways ensuring the patient is guided appropriately to other services/organisations including PALS and the third sector, social care, community services, voluntary sector, and other independent providers such as pharmacies.

Provide evidence-based healthcare advice, making every contact count, maximising opportunities for health education/health promotion.

Responsible for overseeing the Integrated Urgent Primary Care service clinic environment ensuring that supplies are maintained, clinic rooms adhere to health and safety and infection control procedures and standards.

Key

responsibilities

Line management responsibility for a team of Care Navigators. To develop a thorough knowledge of the GP Care Group and to work in accordance with written protocols. To provide excellent customer care, demonstrating empathy; patience and a holistic approach to client/patient care, with commitment to building effective working relationships.

To have good written and verbal communication skills, with the ability to communicate with a wide range of providers and users of services, including patients; carers; voluntary; social; primary and secondary care providers.

To have a sound and up to date knowledge of local health and social care policy, together with service availability and how to access those services. To access an accurate database of services available for clients/patients.

To understand, and be able to disseminate, health promotion information, using this to identify clients who might benefit from these services and to signpost accordingly. To keep accurate records of all client/patient contacts, using the organisation databases and templates as directed, updating, as necessary.

To understand the common needs and safeguarding issues of vulnerable patient groups, including the elderly; housebound and those with long-term conditions, including physical and mental disabilities. To work with clinicians, in the care of patients facilitating and helping with a variety of patient tests as appropriate.

To ensure the clinical areas are appropriately stocked with relevant equipment daily. To understand the legal, ethical and regulatory principles of the NHS and know personal boundaries and when to seek help.

To be aware of own impact in the process of care; the need for reflection on practice and resilience when faced with challenging situations. To understand the importance of confidentiality. To respond appropriately in emergency situations.

To report any incidents that might compromise health and safety for self, other staff, or customers/patients. To assist in the training of other colleagues where appropriate. Other liaison/health promotion activities as agreed with the organisation.

The post holder will be expected to participate in training relevant to the needs of the service. The postholder is expected to actively participate in team meetings and contribute to the successful delivery of the service.

Person Specification

Knowledge Essential Advanced knowledge of local health and social care system and wide range of options available for patients in Primary Care Skills and Abilities Essential Confident in communication methods (both written and verbal) and able to communicate effectively with a range of customer and provider groups Effective Organisation Skills Ability to work under pressure and meet deadlines Experience Essential Previous experience in reception or administrative role with customer contact and evidence of ability to use initiative and work independently with line management responsibility 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.