Care Coordination Care Navigator

Job description

Job summary

Welcome to FCMS!

We are looking for a Care Navigator to join our Care Coordination Team.

Pay:£13.00 per hour weekend and overnightenhancements apply

Hours:16Hours Flexi - This is a 24/7 service, so flexibility within these hours will berequired, to deliver the service needs.

Accountable to: CATS Operational Manager

Base: Desk basedrole at Newfield House, Blackpool, but may be required to visit and potentiallywork from any of the sites we deliver from remote work also available

*Pleasenote that our roles are not being considered for sponsorship at this time*

Main duties of the job

Overview of Role:

To provide administration support to the CareCo-ordination Service.

To provide a fast, accurate and effectivepatient telephony service.

To provide administrative support to clinicalstaff

Accurate data input of special patientinformation such as end-of-life care and long-term health conditions.

To work effectively under pressure in a calmand confident manner, whilst remaining sensitive to the caller and patientsneeds.

To undertake all relevant training consistentwith the requirements of the post.

Accessing personal and confidential data

Always ensuring full patient confidentiality,adhering to Information Governance Policies

To undertake any clerical work,administrative, data inputting and any other duties relevant to FCMS (NW) Ltdactivities, always following strict protocols and procedures.

To work with external organisationseffectively including Trinity Hospice, North-West Ambulance Service, BlackpoolTeaching Hospitals, GP Practices, and Blackpool, Fylde, and WyreNeighbourhoods.

About us

The ethos of FCMS as a social enterprise, health andwellbeing services provider is to be passionate in its drive to ensure thatpatients and callers remain the central focus of all that it does. Coupled withexcellent and well-established clinical governance systems and extremelyeffective operational expertise, it has meant that the company has the abilityto strategically visualise, develop, and implement award winning services.

Over many years we have invested in our staff so that we havea core team of highly trained individuals who can manage the needs of ourpatients and callers. Our staff are able to significantly improve the servicedelivery and user experience due to their considerable experience andcommitment to what they do.

Come and be a part of our amazing team!

We offer NHS Pension

Cycle to Work Scheme

Career Development Opportunities

Attendance Bonus

Staff Benefit Scheme

Free Tea & Coffee

Eye Care Contributions

Job description

Job responsibilities

Overview of Role:

To provide administration support to the CareCo-ordination Service.

To provide a fast, accurate and effectivepatient telephony service.

To provide administrative support to clinicalstaff

To undertake an intensive internally basedtraining programme

To be able to use the relevant software in asafe, effective, and efficient manner and to undertake any other recognisedtraining for development.

To take, record and process informationreceived, accurately and concisely, using nationally recognised software. Relevant information will need to beidentified and logged as data on to a computer.

To use the telephone and remain empathetic,whilst gaining important information.

Accurate data input of special patientinformation such as end-of-life care and long-term health conditions.

To work effectively under pressure in a calmand confident manner, whilst remaining sensitive to the caller and patientsneeds.

To undertake all relevant training consistentwith the requirements of the post.

Accessing personal and confidential data

Always ensuring full patient confidentiality,adhering to Information Governance Policies

To undertake any clerical work,administrative, data inputting and any other duties relevant to FCMS (NW) Ltdactivities, always following strict protocols and procedures.

To work with external organisationseffectively including Trinity Hospice, North-West Ambulance Service, BlackpoolTeaching Hospitals, GP Practices, and Blackpool, Fylde, and WyreNeighbourhoods.

To provide clear and concise information toall patients and external agencies

To support, when necessary, the wider team, infulfilling the duties of the System Deflections team

The post holder is expected to always carryout their duties in a highly courteous, sympathetic, and helpful manner.

To attend any meetings as and when required

To assist the management team when required

To be flexible and work a variety of daytime,evening, weekend, overnight and bank holidays hours on rotation and, whenrequired, to cover for holiday and sickness.

To always adhere to FCMS Policies andProcedures

Physical Effort

Staff often remain seated, at one desk, formost of the working day.

Mental Effort

Work pattern can be interrupted by thetelephone or staff enquiries.

Workload regularly re-assessed and prioritisedto meet required deadlines.

The working day can be varied, and, withinminutes, this can include dealing with people who have complex physical healthneeds, people who have called 999 because they believe they require anambulance, a general enquiry regarding services, or a patient who cannotutilise mainstream primary healthcare due to historic behaviours. Other daysmay be quite monotonous and involve processing Care Co-ordination Notes, toensure vulnerable patients are able to receive the best healthcare to meettheir needs.

Emotional Effort

Requirement for tact and diplomacy whendealing with queries from patients, relatives, staff and Medicalrepresentatives.

Supporting vulnerable patients and callers

Managing situations that can often beemotional, given the patients health status.

Managing stressful situations i.e., workloadand time pressures

Dealing with conflict, over a variety ofissues

Ability to remain calm when other people arepanicking or distressed.

Information Systems:

Work with the IT support team, to ensureeffective management of Information and Communications Technology within theservice.

Information Governance:

Understand the importance of InformationGovernance and maintain the IGToolkit on an annual basis.

Maintain accurate and comprehensivestatistical information, ensuring legal and local requirements are met.

Safeguarding

Staff are to report any safeguarding concernsto managers on site and follow usual processes if they become aware ofany. Safeguarding is everyonesresponsibility.

Training and Support:

Identify own training needs and others andparticipate in relevant in-service education.

Ensure all mandatory training is undertakenand maintained.

The post holder will be expected to attend anynecessary courses that provide relevant training.

GENERAL:

To have responsibility for Health and Safetyand Welfare of others in the working environment, to follow safe workingpractices and to always comply, with local Safety Policies and Procedures

To observe national and local policies andprocedures in respect of:

Fire

Data Protection Act

Infection Control

Other duties are required:

This Job Description will be periodicallyreviewed in the light of developing work requirements. This is an evolving roleand, therefore, these duties are not exhaustive. The role may change viadiscussion between the post-holder and line managers. The individual in postwill be expected to contribute towards that revision.

Our key expectations are:

Self-awareness Living authentically

Adaptability-Being ready to adjust depending on the situation

Openness What you see is what you get

Positivitywith a real sense of being able to strive for the impossible

Generosityof spirit- Everyday should be an opportunity to act with kindness

Abilityto have fun Taking the role seriously, whilst being yourself

Our Why:To nurture an environment of inspiration, innovation and disruptionso this people in our world receive exceptional healthcare for this generation,and the next.

Values:Our organisational culture is very importantto us, so it is vital that the successful candidate livesand breathes complimentaryvalues and behaviours. Our behaviours should be in line with our values whichform part of our Company DNA:

Fun: People rarely succeedunless they are having fun. Happiness is healthy!

Awesome: We arent here tobe average, were here to be awesome!

Humble: Were here to makea difference to the lives of others, NOT to see how important we can become

Brave: We challenge thenorm. We have the courage to get the difficult jobs done

Oompf: We have naturaloompf! Its infectious!

Go-getting: We areintuitive to changing needs and respond quickly which we do with energy, ideas,and positivity

DisabilityConfident Employer

Asusers of the disability confident scheme, we guarantee to interview alldisabled applicants who meet the minimum criteria for the vacancy

DBS - Thispost is subject to the Rehabilitation of Offenders Act (Exemption Order) 1975and as such it will be necessary for a submission for Disclosure to be made tothe Disclosure and Barring Service (formerly known as CRB) to check for anyprevious criminal convictions. This will require three forms of valid ID to beproduced and verified. The onboarding process is also subject to anOccupational Health check, suitable professional references and eligibility towork in the UK (with the requirement to provide relevant documentation asevidence). For Driverpositions you will also be required to undertake a Driver check.

Job description
Job responsibilities

Overview of Role:

To provide administration support to the CareCo-ordination Service.

To provide a fast, accurate and effectivepatient telephony service.

To provide administrative support to clinicalstaff

To undertake an intensive internally basedtraining programme

To be able to use the relevant software in asafe, effective, and efficient manner and to undertake any other recognisedtraining for development.

To take, record and process informationreceived, accurately and concisely, using nationally recognised software. Relevant information will need to beidentified and logged as data on to a computer.

To use the telephone and remain empathetic,whilst gaining important information.

Accurate data input of special patientinformation such as end-of-life care and long-term health conditions.

To work effectively under pressure in a calmand confident manner, whilst remaining sensitive to the caller and patientsneeds.

To undertake all relevant training consistentwith the requirements of the post.

Accessing personal and confidential data

Always ensuring full patient confidentiality,adhering to Information Governance Policies

To undertake any clerical work,administrative, data inputting and any other duties relevant to FCMS (NW) Ltdactivities, always following strict protocols and procedures.

To work with external organisationseffectively including Trinity Hospice, North-West Ambulance Service, BlackpoolTeaching Hospitals, GP Practices, and Blackpool, Fylde, and WyreNeighbourhoods.

To provide clear and concise information toall patients and external agencies

To support, when necessary, the wider team, infulfilling the duties of the System Deflections team

The post holder is expected to always carryout their duties in a highly courteous, sympathetic, and helpful manner.

To attend any meetings as and when required

To assist the management team when required

To be flexible and work a variety of daytime,evening, weekend, overnight and bank holidays hours on rotation and, whenrequired, to cover for holiday and sickness.

To always adhere to FCMS Policies andProcedures

Physical Effort

Staff often remain seated, at one desk, formost of the working day.

Mental Effort

Work pattern can be interrupted by thetelephone or staff enquiries.

Workload regularly re-assessed and prioritisedto meet required deadlines.

The working day can be varied, and, withinminutes, this can include dealing with people who have complex physical healthneeds, people who have called 999 because they believe they require anambulance, a general enquiry regarding services, or a patient who cannotutilise mainstream primary healthcare due to historic behaviours. Other daysmay be quite monotonous and involve processing Care Co-ordination Notes, toensure vulnerable patients are able to receive the best healthcare to meettheir needs.

Emotional Effort

Requirement for tact and diplomacy whendealing with queries from patients, relatives, staff and Medicalrepresentatives.

Supporting vulnerable patients and callers

Managing situations that can often beemotional, given the patients health status.

Managing stressful situations i.e., workloadand time pressures

Dealing with conflict, over a variety ofissues

Ability to remain calm when other people arepanicking or distressed.

Information Systems:

Work with the IT support team, to ensureeffective management of Information and Communications Technology within theservice.

Information Governance:

Understand the importance of InformationGovernance and maintain the IGToolkit on an annual basis.

Maintain accurate and comprehensivestatistical information, ensuring legal and local requirements are met.

Safeguarding

Staff are to report any safeguarding concernsto managers on site and follow usual processes if they become aware ofany. Safeguarding is everyonesresponsibility.

Training and Support:

Identify own training needs and others andparticipate in relevant in-service education.

Ensure all mandatory training is undertakenand maintained.

The post holder will be expected to attend anynecessary courses that provide relevant training.

GENERAL:

To have responsibility for Health and Safetyand Welfare of others in the working environment, to follow safe workingpractices and to always comply, with local Safety Policies and Procedures

To observe national and local policies andprocedures in respect of:

Fire

Data Protection Act

Infection Control

Other duties are required:

This Job Description will be periodicallyreviewed in the light of developing work requirements. This is an evolving roleand, therefore, these duties are not exhaustive. The role may change viadiscussion between the post-holder and line managers. The individual in postwill be expected to contribute towards that revision.

Our key expectations are:

Self-awareness Living authentically

Adaptability-Being ready to adjust depending on the situation

Openness What you see is what you get

Positivitywith a real sense of being able to strive for the impossible

Generosityof spirit- Everyday should be an opportunity to act with kindness

Abilityto have fun Taking the role seriously, whilst being yourself

Our Why:To nurture an environment of inspiration, innovation and disruptionso this people in our world receive exceptional healthcare for this generation,and the next.

Values:Our organisational culture is very importantto us, so it is vital that the successful candidate livesand breathes complimentaryvalues and behaviours. Our behaviours should be in line with our values whichform part of our Company DNA:

Fun: People rarely succeedunless they are having fun. Happiness is healthy!

Awesome: We arent here tobe average, were here to be awesome!

Humble: Were here to makea difference to the lives of others, NOT to see how important we can become

Brave: We challenge thenorm. We have the courage to get the difficult jobs done

Oompf: We have naturaloompf! Its infectious!

Go-getting: We areintuitive to changing needs and respond quickly which we do with energy, ideas,and positivity

DisabilityConfident Employer

Asusers of the disability confident scheme, we guarantee to interview alldisabled applicants who meet the minimum criteria for the vacancy

DBS - Thispost is subject to the Rehabilitation of Offenders Act (Exemption Order) 1975and as such it will be necessary for a submission for Disclosure to be made tothe Disclosure and Barring Service (formerly known as CRB) to check for anyprevious criminal convictions. This will require three forms of valid ID to beproduced and verified. The onboarding process is also subject to anOccupational Health check, suitable professional references and eligibility towork in the UK (with the requirement to provide relevant documentation asevidence). For Driverpositions you will also be required to undertake a Driver check.

Person Specification

Experience

Desirable

• Evidence of further study
• Educated to GCSE/O Level standard including English Language and Mathematics
• Equivalent training in administration.

Other

Essential

• Diplomatic/tactful and understand importance of confidentiality.
• Able to demonstrate compassion and empathy.
• Mature outlook
• Positive mental attitude
• Smart appearance
• Professional conduct
• Ability to work within a team and, at times, in isolation.
• Openness to learn new skills and apply these within the role.
• Non-judgemental.

Qualifications

Essential

• Experience of working with IT systems
• Administrative experience
• Telephony experience
• Experience of working in an office environment

Desirable

• Experience of working within a healthcare setting, and knowledge around patients and individuals that are vulnerable in society.
• Experience of Adastra and/or other clinical systems
• Experience of working with Clinicians

Other

Essential

• Diplomatic/tactful and understand importance of confidentiality.
• Able to demonstrate compassion and empathy.
• Mature outlook
• Positive mental attitude
• Smart appearance
• Professional conduct
• Ability to work within a team and, at times, in isolation.
• Openness to learn new skills and apply these within the role.
• Non-judgemental.

Communication

Essential

• Information Governance understanding and awareness.
• Effective communication skills, both verbal and written
• Sound working knowledge of Microsoft packages including, Word, Excel, and email.
• Good literacy and numeracy skills.
• Excellent organisational skills.
• Ability to manage and prioritise own workload.
• Ability to work under pressure and remain calm and focussed.

Desirable

• Administration qualifications

Person Specification
Experience

Desirable

• Evidence of further study
• Educated to GCSE/O Level standard including English Language and Mathematics
• Equivalent training in administration.

Other

Essential

• Diplomatic/tactful and understand importance of confidentiality.
• Able to demonstrate compassion and empathy.
• Mature outlook
• Positive mental attitude
• Smart appearance
• Professional conduct
• Ability to work within a team and, at times, in isolation.
• Openness to learn new skills and apply these within the role.
• Non-judgemental.

Qualifications

Essential

• Experience of working with IT systems
• Administrative experience
• Telephony experience
• Experience of working in an office environment

Desirable

• Experience of working within a healthcare setting, and knowledge around patients and individuals that are vulnerable in society.
• Experience of Adastra and/or other clinical systems
• Experience of working with Clinicians

Other

Essential

• Diplomatic/tactful and understand importance of confidentiality.
• Able to demonstrate compassion and empathy.
• Mature outlook
• Positive mental attitude
• Smart appearance
• Professional conduct
• Ability to work within a team and, at times, in isolation.
• Openness to learn new skills and apply these within the role.
• Non-judgemental.

Communication

Essential

• Information Governance understanding and awareness.
• Effective communication skills, both verbal and written
• Sound working knowledge of Microsoft packages including, Word, Excel, and email.
• Good literacy and numeracy skills.
• Excellent organisational skills.
• Ability to manage and prioritise own workload.
• Ability to work under pressure and remain calm and focussed.

Desirable

• Administration qualifications

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

FCMS
Address

Newfield House

Vicarage Lane

Blackpool

Lancashire

FY4 4EW

United Kingdom

Employer's website