(Previous Applicants need not to re-apply)
Hours between 8am - 6pm Monday - Friday & 8am - 5pm Saturday/Sunday/Bank Holidays
We are looking for an experienced administrator to join our very busy Single Point of Contact team. Working flexibly, you will be taking and processing referrals for Health Care Adult Community Services by telephone and email. You will need to be able to identify urgent needs and respond to them accordingly. You will have excellent communication skills, listening skills and attention to detail written skills.
Ideally you will also be proficient in Microsoft computer packages.
Experience of RIO or Liquid Logik will be an advantage, but full training will be available to the successful candidate.
Oxleas NHS Trust operates a probationary period, further details are available upon request.
Main duties of the job
As a Care Navigator for the Bexley Care SPC, the post holder will manage all incoming communications including electronic, telephone, letter and/or any other forms of communication. The post holder will use information systems (RIO and Liquid Logic) and make judgements regarding referrals using algorithms to establish the urgent status of potential new referrals and ensure people are seen by the most appropriate team at the right time to meet their needs. While recognising the need to involve and seek advice from more experienced colleagues, the SPC navigator will work closely with the Bexley Care Triage Team. The post holder will manage day-to-day enquiries and requests for information and signpost to alternative support if appropriate. The post holder will work to agreed pathways and protocols to support the Bexley Care multidisciplinary teams. The post holder will contribute to the overall delivery of an end-to-end service for residents calling Bexley Care SPC. About us
Oxleas offers a wide range of NHS healthcare services to people living in South East London and Kent and to people in prison. Our services include community health care such as district nursing and speech and language therapy, care for people with learning disabilities and mental health care such as psychiatry, nursing and therapies. Our multidisciplinary teams look after people of all ages and we work in close partnership with other parts of the NHS, local councils and the voluntary sector and through our new provider collaboratives. Our 4,000 members of staff work in many different settings including hospitals, clinics, prisons, children's centres, schools and people's homes. We have over 125 sites in a variety of locations across the London Boroughs of Bexley, Bromley Greenwich and into Kent and manage hospital sites including Queen Mary's Hospital, Sidcup and Memorial Hospital in Woolwich as well as the Bracton Centre, our medium secure unit for people with mental health needs. We are one of the largest providers of prison health services providing healthcare to prisoners across Kent and South London. We are proud of the care we provide and our people. Our purpose is to improve lives by providing the best possible care to our patients and their families. This is strengthened by our new values: We're Kind We Listen We Care Job responsibilities
KEY TASKS AND RESPONSIBILITIES To be the first point of contact for the service user or carer/relative, establishing the nature of the communication. To answer all incoming telephone calls and direct them to appropriate clinicians/practitioners across the organisation. To check the electronic systems to establish whether an individual is previously known and open to the organisation. Will be responsible for inputting new referrals onto SPC data systems (RiO and Liquid Logic). To provide information to callers in response to enquiries for information, accessing relevant electronic/web-based information directories. Use the electronic records, using effective questioning skills and respecting patient confidentiality, working within protocols and legislative requirements. To identify referrals requiring immediate response and re-direct to appropriate clinician/practitioner in the Triage Team. To provide callers with signposting to services available in the community based on detailed knowledge of the relevant access arrangements, eligibility criteria, service content, etc. To develop and maintain a knowledge of services and information on local community services and use initiative and resources available to support with this. Monitor inboxes, responding to any queries professionally providing helpful information. To contribute to the continuous improvement of service provision by communicating user feedback. To effectively manage incoming and outgoing post. To establish priorities, work independently, and proceed with objectives with minimal supervision. The Single Point of Access is a 7 day a week, 365 days a year service and navigators will be expected to work a shift pattern to cover. Person Specification
Good level of education (GCSE including English Language)
2 years experience of working in an office environment Experience and knowledge of working with those experiencing health and social care difficulties Well developed inter-personal skills and ability to consult, liaise, and negotiate with service users, carers, other professionals and the wider community Experience of using RIO or similar NHS Patient databases Ability to use effective judgement and intervention in emergency situations Work Related
Well developed inter-personal skills and ability to consult, liaise, and negotiate with service users, carers, other professionals and the wider community Previous NHS referral processing experience Previous call centre experience Previous experience of using RIO Previous NHS experience Good inter-personal skills 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.
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As a Care Navigator for the Bexley Care SPC, the post holder will manage all incoming communications including electronic, telephone, letter and/or any other forms of communication. The post holder will use information systems (RIO and Liquid Logic) and make judgements regarding referrals using algorithms to establish the urgent status of potential new referrals and ensure people are seen by the most appropriate team at the right time to meet their needs. While recognising the need to involve and seek advice from more experienced colleagues, the SPC navigator will work closely with the Bexley Care Triage Team. The post holder will manage day-to-day enquiries and requests for information and signpost to alternative support if appropriate. The post holder will work to agreed pathways and protocols to support the Bexley Care multidisciplinary teams. The post holder will contribute to the overall delivery of an end-to-end service for residents calling Bexley Care SPC. About us
Oxleas offers a wide range of NHS healthcare services to people living in South East London and Kent and to people in prison. Our services include community health care such as district nursing and speech and language therapy, care for people with learning disabilities and mental health care such as psychiatry, nursing and therapies. Our multidisciplinary teams look after people of all ages and we work in close partnership with other parts of the NHS, local councils and the voluntary sector and through our new provider collaboratives. Our 4,000 members of staff work in many different settings including hospitals, clinics, prisons, children's centres, schools and people's homes. We have over 125 sites in a variety of locations across the London Boroughs of Bexley, Bromley Greenwich and into Kent and manage hospital sites including Queen Mary's Hospital, Sidcup and Memorial Hospital in Woolwich as well as the Bracton Centre, our medium secure unit for people with mental health needs. We are one of the largest providers of prison health services providing healthcare to prisoners across Kent and South London. We are proud of the care we provide and our people. Our purpose is to improve lives by providing the best possible care to our patients and their families. This is strengthened by our new values: We're Kind We Listen We Care Job responsibilities
KEY TASKS AND RESPONSIBILITIES To be the first point of contact for the service user or carer/relative, establishing the nature of the communication. To answer all incoming telephone calls and direct them to appropriate clinicians/practitioners across the organisation. To check the electronic systems to establish whether an individual is previously known and open to the organisation. Will be responsible for inputting new referrals onto SPC data systems (RiO and Liquid Logic). To provide information to callers in response to enquiries for information, accessing relevant electronic/web-based information directories. Use the electronic records, using effective questioning skills and respecting patient confidentiality, working within protocols and legislative requirements. To identify referrals requiring immediate response and re-direct to appropriate clinician/practitioner in the Triage Team. To provide callers with signposting to services available in the community based on detailed knowledge of the relevant access arrangements, eligibility criteria, service content, etc. To develop and maintain a knowledge of services and information on local community services and use initiative and resources available to support with this. Monitor inboxes, responding to any queries professionally providing helpful information. To contribute to the continuous improvement of service provision by communicating user feedback. To effectively manage incoming and outgoing post. To establish priorities, work independently, and proceed with objectives with minimal supervision. The Single Point of Access is a 7 day a week, 365 days a year service and navigators will be expected to work a shift pattern to cover. Person Specification
Good level of education (GCSE including English Language)
2 years experience of working in an office environment Experience and knowledge of working with those experiencing health and social care difficulties Well developed inter-personal skills and ability to consult, liaise, and negotiate with service users, carers, other professionals and the wider community Experience of using RIO or similar NHS Patient databases Ability to use effective judgement and intervention in emergency situations Work Related
Well developed inter-personal skills and ability to consult, liaise, and negotiate with service users, carers, other professionals and the wider community Previous NHS referral processing experience Previous call centre experience Previous experience of using RIO Previous NHS experience Good inter-personal skills 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.
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