Job Title: HIU Care Navigator
Type: Fixed Term Contract until December 2025
Team: Care Navigation & Complex Case Management Service
Hours: 37.5 hours per week
Responsible to: Service Manager
Salary: £30,279.00
Key relationships: 32 General Practices, 4 PCNs, NWL ICB, Central London Borough Team, Westminster City Council, Bi-Borough (West London), Central and North West London NHS Trust (CNWL), Central London Community Healthcare NHS Trust (CLCH), One Westminster, Imperial College Health Partners
BACKGROUND
WHO WE ARE
Healthcare Central London Ltd (HCL) is the GP Federation owned by our 32 General Practices covering the Central London (Westminster) area. The organisation supports 4 Primary Care Networks (PCNs). We operate several NHS contracts on behalf of our PCNs including a Community Dermatology Service; Community Cardiology Service, a Secondary Care Referral Service and an out-of-hospitals provision which is sub-contracted to our 32 General Practices.
On behalf of our practices we are the host employers of a large, and rapidly growing team of ARRS (Additional Roles Reimbursement scheme) roles including Clinical Pharmacists, Pharmacy Technicians, First Contact Physiotherapists, Dieticians, Paramedics, Social Prescribers, Care Coordinators, Care Navigators, Digital & Transformation Leads, Nursing Associates and GPAs.
HOW WE WORK
Our vision is to be recognised as a leading GP provider network, run by clinicians for the benefit of our local population and practices. We aim to further diversify our income by exploring commercial joint ventures and expanding our research team in the coming years. HCL is committed to actively supporting diversity and inclusion and ensuring that all our employees are valued, treated with dignity and respect and enabled and supported to reach their potential.
ROLE PURPOSE
The aim of the HIU service is to provide adequate, tailored support for people identified as High Intensity Users (HIUs) of Urgent & Emergency Care services. The HIU Care Navigator will be responsible for coordinating and driving delivery of these services, including identifying HIUs who need additional support, reviewing their needs, referring them to suitable providers and tracking those processes and outcomes.
The role requires extensive liaison with statutory and non-statutory services, to review and support the flow of referrals into the service and involves:
1. Identifying an agreed number of HIUs attending Emergency Department each month
2. Reviewing their needs
3. Identifying which services are best placed to provide that support
4. Referring patients and ensuring their care is picked up
5. Tracking the processes and outcomes of the service
6. Providing information and training to local health and social care professionals
KEY TASKS AND RESPONSIBILITES
1. The role is predominantly non patient facing and support will be provided via telephone.
2. Responsible for tracking patient activity through use of the HIU dashboard and maintaining accurate records on the Patient Activity Tracker.
3. Responsible for organising and coordinating attendance at MDT meetings, recording accurate minutes and working with local providers to prioritise the needs of this highly vulnerable group.
4. Responsible for supporting GPs through providing care coordination for the most vulnerable and complex patients.
5. Ensure coordinated and effective delivery of the patient’s Care Plan for those patients identified through risk stratification by the GP.
6. Work collaboratively with colleagues across health, social care and the third sector to provide patient-centred care.
7. Lead on the creation of patient Care Plans and support patients throughout their interactions with primary care services.
PERSON SPECIFICATION
ESSENTIAL
* English and Maths GCSE.
* Specialist knowledge / interest acquired through training and extended courses related to healthcare.
* Proven record of excellent written and verbal communication and interpersonal skills.
* Good organisational and time management skills.
* Able to prioritise and manage own workload and show initiative to complete tasks independently and with multi-disciplinary teams.
* Experience of administrative duties.
DESIRABLE
* Knowledge of health inequalities and health disparities.
* Previous experience of working in a clinical healthcare setting.
VALUES
The post-holder will support the equality, diversity and rights of patients, carers and colleagues.
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 to check for any previous criminal convictions.
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