Support Worker (Navigation Hub)

Provide CIC; United States; Hybrid; USD 40,000 - 55,000; Full time

Job summary

Provide CIC, a community health and social care social enterprise, seeks a Band 3 Navigation Hub Support Worker to be the first contact for patients, carers and professionals. You will manage telephone and digital enquiries, undertake triage, book appointments and signpost to services.

Based at Chelmsford Navigation Hub, the role involves maintaining electronic records, administering stock and the eC-Card scheme, and contributing to service improvement.

Qualifications

• First point of contact for service users via telephone, email and digital channels.
• Undertake protocol-led assessments and triage.
• Book, amend and manage appointments, referrals and pathways.
• Maintain accurate electronic patient records in line with data quality standards.
• Escalate safeguarding concerns and clinical risks as needed.
• Assist with administration of the eC-Card scheme and stock control.
• Contribute to efficient Navigation Hub operations and workload management.
• Participate in service improvement, training and development activities.
• Comply with information governance, safeguarding and mandatory training.
• Commit to continuous learning and high-quality, person-centred care.

Responsibilities

• Act as a first point of contact for service users via telephone, email and digital channels.
• Conduct protocol-led assessments and triage to guide access to services.
• Book, amend and manage appointments, referrals and test result pathways.
• Maintain and secure electronic patient records in line with procedures.
• Escalate safeguarding concerns and clinical risks per policy.
• Support eC-Card administration, condoms and health materials stock.
• Support Navigation Hub operations through workload management and collaboration.
• Engage in service improvement and team development activities.
• Adhere to organisational policies, information governance and training.

Job description

The Band 3 Navigation Hub Support Worker is often the first point of contact for patients, carers and healthcare professionals accessing Essex Sexual Health Service. As part of the Navigation Hub team, you will manage telephone and digital enquiries, helping people access sexual health and contraception services in a professional, confidential and compassionate manner. Using established booking guides, pathways and protocols, you will undertake assessment and triage activities, provide information and guidance, book appointments, support access to digital services and signpost individuals to appropriate services. Working in a busy and rewarding environment, you will maintain accurate electronic patient records and support the coordination of patient journeys to ensure timely access to care. The role also contributes to key operational activities, including administrative support, stock management, and the preparation and dispatch of condoms and health promotion materials. Based within our Chelmsford Navigation Hub, you will be part of a dedicated team committed to improving sexual health and wellbeing. The role includes office-based working, with opportunities for home working subject to service needs and management agreement.

• Act as a first point of contact for service users, providing a professional, confidential and compassionate service through telephone, email and digital channels.
• Undertake protocol-led assessments and triage, providing information, guidance, signposting and timely access to appropriate services and care pathways.
• Book, amend and manage appointments, referrals, test result pathways and follow-up activities, supporting efficient patient journeys and service capacity.
• Maintain accurate electronic patient records and manage enquiries, referrals and shared inboxes in accordance with service procedures, data quality standards and confidentiality requirements.
• Escalate safeguarding concerns, clinical risks and complex enquiries in line with agreed protocols and procedures.
• Support the administration of the eC-Card scheme, preparation and dispatch of condoms and sexual health resources, and the maintenance of stock, stationery and supplies.
• Contribute to the efficient operation of the Navigation Hub through effective administrative support, workload management and collaborative working with colleagues and partner organisations.
• Participate in service improvement, team meetings, training and development activities.
• Comply with organisational policies, information governance, safeguarding, mandatory training and professional standards.
• Maintain a commitment to continuous learning and the delivery of high-quality, person-centred care. Provide is a Community Interest Company (social enterprise). We deliver a broad range of health and social care services in the community, and are committed to making sure that they are safe, responsive and of high quality. Provide is owned by its employees and has primarily social objectives. Any profits we make are reinvested into the local community or back into delivering services.

We work from a variety of community settings, such as community hospitals, community clinics, schools, nursing homes and primary care settings, as well as within people's homes to provide more than 40 services to children, families and adults across Essex, Dorset, East Anglia and the North of England. A highly respected, award winning health and social care provider. We expect our colleagues to demonstrate and uphold our values at all times: Vision: Transforming Lives Values: Care, Innovation and Compassion Mission: An ambitious, employee owned social enterprise, growing in size and influence. We transform lives by treating, caring and educating people. Provide is an equal opportunity employer committed to building a team that represents a variety of backgrounds, perspectives and skills, proud to have LGBT+, Ethnic Minority and Men's Networks.