Community Health Navigator

HCRG Care Group; Peasedown St. John; On-site; GBP 26,000 - 27,000; Full time

Benefits offered by this job

Group pension

Tea/coffee at base

My Reward Hub

Earned wage access

Wellbeing support

Learning & development

Open, just culture

Job summary

The Community Health Navigator at HCRG Care Group serves as the first point of contact for public, patients and professionals within the BSW Community Health Services SPA. You will handle calls, emails and post with empathy, signposting and precise data input, ensuring confidentiality and accurate records.

You will manage referrals, triage and route to the appropriate team, maintaining strong administrative standards and coordinated communication across IT systems.

Qualifications

• Maths and English GCSE (A-C) or equivalent qualification level.
• Administration experience.
• IT systems experience.
• High level of computer literacy to include Outlook, Word and Excel.
• Effective interpersonal, organisational and communication skills.
• Ability to communicate clearly with a wide variety of colleagues and service users, both verbally and in writing.

Responsibilities

• Act as the first point of contact for all service users accessing the BSW Community Health Services SPA.
• Respond to incoming telephony calls, filtering and directing as appropriate and providing signposting / support as required.
• Assess the information provided by the caller and direct the call and any follow up actions as appropriate.
• Ensure accurate data input to key IT systems and databases, including scanning and attaching documents and updating patient records.
• Manage the flow of incoming referrals and ensure timely triage and referral to the appropriate team.

Skills

Empathy & communication

Data entry accuracy

Microsoft Office

Teamwork

Organisational skills

Education

GCSE Maths & English (A-C)

Tools

Microsoft Outlook

Word

Excel

Job description

The Community Health Navigator will provide a professional and efficient customer experience for members of the public, patients, professionals and colleagues by telephone, by email and by post, as the first point of contact in the BSW (B&NES Swindon Wiltshire) Community Health Services SPA. The role will support and navigate the caller through community services, providing relevant signposting, advice and support. The post holder will capture all service user contact and any required follow up actions, in the patient's clinical record, always ensuring accuracy and confidentiality. The post holder will manage the flow of incoming paper and electronic referrals, following service pathways and protocols to ensure patients are referred, triaged and seen in a timely manner by the most appropriate team or professional.,

• Manage information in a tactful, sensitive and strictly confidential manner, showing empathy and judgement, in liaison with appropriate professionals as required.
• Act as the first point of contact for all service users accessing the BSW Community Health Services SPA
• Respond to incoming telephony calls, filtering and directing as appropriate and providing signposting / support as required.
• Assess the information provided by the caller and direct the call and any follow up actions as appropriate. This will include an element of analysis to help the post holder to decide on the urgency of the call and attention to detail to ensure all calls/referrals follow the correct processes.
• Able to express empathy when handling emotional or difficult calls, the post holder should be able to recognise distress and demonstrate understanding of the caller's emotion at that time, to de-escalate/ support the situation as best as possible.
• Ensure accurate data input to key IT systems and databases. This will include scanning and attaching documents, creating patient records, updating personal information relating to service users, generating standard letters and discharging referrals This is a demanding role requiring high levels of administrative skills / communication skills and the ability to work proactively as part of a team. The role also requires a high level of client and stakeholder contact, requiring a high level of inter-personal skills and personal confidence. Having a respectful and empathetic attitude will be essential, with the capacity to manage highly sensitive, complex and confidential information., Essential:
• Maths and English GCSE (A-C) or equivalent qualification level
• Administration Experience
• IT Systems Experience
• High level of computer literacy to include a good working knowledge of Microsoft Office packages including Outlook, Word, Excel
• Accurate and efficient IT and keyboard skills
• Effective interpersonal, organisational and communication skills. Ability to communicate clearly with a wide variety of colleagues and service users, both verbally and in writing
• Ability to work with discretion, sensitivity and maintain confidentiality
• Good planning and organisational skills and ability to meet deadlines
• Ability to prioritise and manage workload within a busy environment.
• Ability to work as part of a team
• Excellent planning and organisational skills and ability to meet deadlines.
• Desirable:
• NVQ II Administration
• NVQ II Customer Services
• Previous health or social care experience
• Understanding of medical terminology
• Knowledge of clinical systems or databases
• We change lives by transforming health and care.

Established in 2006, we are one of the UK's leading independent providers of community health and care services, working with health and care commissioners and communities to transform services with a focus on experience, efficiency and improved outcomes. We deliver and transform adult and children community health services, primary care services including urgent care, sexual health, dermatology and MSK services as well as adult social care and wellbeing services. Across England, we support communities of many millions and directly help more than half a million people each year - guided by our simple values: we care, we think, we do. We're committed to equal opportunities and welcome applications from a broad, diverse range of people who want to join our team. We're a Disability Confident Committed company, so we work to provide facilities, work environment adjustments and technical solutions to be as inclusive of everyone. While it doesn't happen often, sometimes a role is very popular, and we'll need to close it earlier than the date we've shown here. As you'd expect, safeguarding and protecting the children, young people and vulnerable adults that we work with is of the utmost importance so we have policies and procedures in place to promote safeguarding and safer working practices and everyone who joins the team is subject to a safer recruitment process, including the disclosure of criminal records and vetting checks.

• A salary of £25,500 - £27,098 with access to our group pension
• Free tea, coffee and milk at your base location
• Membership of My Reward Hub, giving you access to discounts on everyday purchases like grocery shopping as well as cashback and voucher offers for treats for you and those special to you
• Access to your wages as you earn them to help cover life's emergencies and avoid overdraft fees or high interest rates
• Online and face to face help with your mental and physical wellbeing - from healthy recipes and activity challenges through to post trauma support, legal, debt and life management help, as well career coaching and counselling
• Access to eLearning, bespoke career pathways and opportunities for continuing professional development through our 'Outstanding' learning and development team, The Learning Enterprise
• An open, just culture where you're encouraged to have and implement ideas which can help us deliver our purpose: changing lives through transforming health and care - backed up by at least £100,000 of ringfenced innovation funding each year