Job summary
York Integrated Community team is expanding its Care
Navigator team to support The York Frailty Hub. We are looking for a dynamic
Care Navigator who has excellent communication and prioritisation skills with a
flexible person-centred approach to join our supportive team.
This role offers you the ability to develop a broad
range of skills and capabilities across several disciplines, leading to further
career progression.
Are you looking for a role where you will be working
with some of the city's most vulnerable, frail people? You will be working in a
multidisciplinary team, answering calls from patients and clinicians. You will
liaise with many different services within the York Frailty Hub.
The work will involve contacting patients on the
phone and answering incoming calls, processing documents, and adding codes,
arranging, and amending patient appointments, amending, or adding clinical
rotas and information to computer systems as directed.
This post will included set days for weekend working.
Interviews are expected to be held in person in York on Tuesday 28/10/2025 and Tuesday 04/11/2025.
Main duties of the job
To provide efficient and effective administrative
support to York Community Frailty Hub. To enable the team to meet the health
and social needs of patients, ensuring a high standard of care is
delivered.
To work collaboratively across teams providing
support as required and to contribute towards a positive patient
experience.
To work collaboratively within a team delivering
high-quality care coordination across a seven-day service, including set days for weekend working as part of an integrated Frailty Out of
Hours (OOHs) service.
About us
Nimbuscare is a not-for-profit organisation
that aims to be a collaborative and agile provider that cares for its people
and patients. Nimbuscare is based in York and is owned by all the practices in
the city, however we deliver services over a wider footprint.
Nimbuscare deliver Urgent Care services in
collaboration with the hospital and GP practices in York, Scarborough, Whitby,
Malton and Selby. We also provide community-based frailty care, which focuses
on treating people in the community where we can. We also aim to shift services
into the community where possible, for example our community diagnostic centres
run in partnership with the Acute Trust.
We are committed to contributing towards a
better NHS based on equity, fairness, innovation, collaboration and quality.
We are part
of the system, and we are here to stay.
Nimbuscare
is committed to improving the diversity of its workforce to better reflect the
communities we serve. We welcome applications from everyone and work to promote
an inclusive supportive culture that values and celebrates our differences.
As a
Disability Confident Committed employer disabled applicants who meet the
essential criteria for this job are guaranteed an interview.
Please
advise us of any reasonable adjustments we can make to support you throughout
the recruitment process.
There is no sponsorship available for this role.
Job description
Job responsibilities
Main Duties and Responsibilities:
- Liaise with patients and external agencies both face-to-face and over the telephone to resolve queries.
- Act as a point of contact for individuals, families, and other healthcare professionals.
- To communicate professionally with patients over the phone on behalf of the York Community Frailty Hub, ensuring a positive patient experience.
- To accurately record patient details on SystmOne clinical system, maintaining strong attention to detail at all times.
- To take responsibility for managing patient enquiries and ensure they are resolved through to completion.
- To handle patient information with the highest level of confidentiality and in accordance with data protection policies.
- To demonstrate the ability to work effectively both independently and collaboratively within a busy office environment.
- To accurately schedule patient appointments, ensuring all details and expectations are clearly communicated and appropriate follow-up is completed when necessary.
- To efficiently and accurately retrieve information using all clinical systems, in accordance with Nimbuscare policies and procedures
- To effectively communicate information to the team in a clear, concise, and timely manner supporting them to make fully informed decisions regarding patient care.
- To deal with administration requests from colleagues and other members of the wider team as appropriate.
- To take full ownership of assigned administrative tasks, ensuring they are completed accurately and efficiently.
- To accurately carry out all duties, effectively and efficiently in line with guidance and protocols.
- To ensure compliance with all Statutory and Mandatory training requirements, keeping them up to date.
- To work flexibly to support the evolving needs of the York Community Frailty Hub and its developing services.
- To maintain a thorough knowledge of and adhere to all Nimbuscare policies & procedures.
- To carry out any other duties as requested which may from time to time be required for the efficient running of the York Community Frailty Hub.
Patient Care and Safety
- Emphasise person-centred care principles, ensuring that individuals' preferences and values are respected.
- Identify and signpost individuals to relevant statutory and voluntary sector support services where appropriate.
- To be vigilant in reporting anything of concern regarding safeguarding of vulnerable adults.
- Provide information and support to individuals and their families about available services and options.
Business responsibilities:
- Maintain ethos and culture of Nimbuscare.
- Positively promote Nimbuscare.
- Support Line Managers as required.
- Adhere to Health & Safety and educate staff within your role.
- Apply Nimbuscare policies, standards and guidance.
- Attend in-house governance, educational and staff meetings as appropriate.
- Suggest and support the introduction of new working processes to optimise quality.
- Communicate to ensure that all employees operate as an effective team.
- Build and maintain relationships with other healthcare professionals, including GPs, GP surgery personnel, care home personnel and CCG personnel etc.
Safeguarding
Everyone within Nimbuscare has a responsibility for, and is committed to, safeguarding and promoting the welfare of Adults-at-risk (vulnerable adults), children and young people and for ensuring that they are protected from harm.
- Be fully aware of and understand your duties and responsibilities arising from the Childrens Act 2004 and Working Together to Safeguard Children 2018, in relation to child protection and safeguarding children and young people.
- Be fully aware of and understand your duties and responsibilities arising from the DOH Policy No Secrets (2000), and the principles of safeguarding as they apply to Adults-at-risk (vulnerable adults) in relation to your work.
- Recognise the types and signs of abuse and neglect.
- Ensure the Nimbuscare Safeguarding Lead is alerted to, and kept fully informed of, any concerns you may have in relation to safeguarding adults, children and young people.
- Adhere to Nimbuscare and local Child Protection and Safeguarding Adult policies and procedures.
Professional Development and Education Responsibilities:
- Participation in individual performance reviews, including maintaining a record of own personal and/or professional development.
- Working in conjunction with senior management, assess own learning needs and undertake learning as appropriate.
- Develop and utilise a written Personal Development Plan.
- Make effective use of learning opportunities within and outside the workplace, evaluating their effectiveness and feeding back relevant information.
- Disseminate learning and information gained to other team members in order to share good practice and inform others about current and future developments.
- Undertake mandatory and statutory training as required.
Team working:
- Understand own role and scope in the organisation and identify how this may develop over time.
- Work as an effective and responsible team member and leader, supporting others and exploring the mechanisms to develop new ways of working.
- Accept delegation from senior staff, prioritise own workload and delegate as appropriate and ensure effective time management strategies are embedded in own practice.
- Participate in team activities that create opportunities to improve patient care.
- Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the teams performance.
- Participate and support local projects as agreed with the management team.
- Delegate clearly and appropriately, adopting the principles of safe practice and assessment of competence of those taking on delegated duties.
Confidentiality:
- In the course of seeking treatment, customers entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that you will respect their privacy and act appropriately.
- In the performance of your duties outlined in this Job Description, you may have access to confidential information relating to customers and their carers, Nimbuscare staff and other healthcare workers. You may also have access to information relating to Nimbuscare as a business organisation. All such information from any source is to be regarded as strictly confidential.
- Information relating to customers, carers, colleagues, other healthcare workers or the business of Nimbuscare may only be divulged to authorised persons in accordance with Nimbuscare policies and procedures relating to confidentiality and the protection of personal and sensitive data.
- Be aware of your responsibilities under the General Data Protection Regulations (GDPR).
Health & Safety:
You will assist in promoting and maintaining their own and others health, safety and security as defined in the Nimbuscare Health & Safety Policy, to include:
- Using personal security systems within the workplace according to guidelines.
- Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks.
- Making effective use of training to update your knowledge and skills.
- Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards.
- Reporting potential risks identified.
Equality and Diversity:
You will support the equality, diversity and rights of customers, carers and colleagues, to include:
- Acting in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with Nimbuscare procedures and policies, and current legislation.
- Respecting the privacy, dignity, needs and beliefs of customers, carers and colleagues.
- Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.
Quality:
You will strive to maintain quality within Nimbuscare, and will:
- Alert other team members to issues of quality and risk.
- Assess own performance and take accountability for own actions, either directly or under supervision.
- Effectively manage own time, workload and resources.
- Work within own limitations and experience.
- Be aware of and co-operate with audit.
- Work effectively with individuals in other agencies to meet patients needs.
- Portray a professional image at all times.
Communication:
You should recognise the importance of effective communication within the team and will strive to:
- Communicate effectively with other team members.
- Communicate effectively with customers and carers.
- Recognise peoples needs for alternative methods of communication and respond accordingly.
This list of duties is not exhaustive
Job description
Job responsibilities
Main Duties and Responsibilities:
- Liaise with patients and external agencies both face-to-face and over the telephone to resolve queries.
- Act as a point of contact for individuals, families, and other healthcare professionals.
- To communicate professionally with patients over the phone on behalf of the York Community Frailty Hub, ensuring a positive patient experience.
- To accurately record patient details on SystmOne clinical system, maintaining strong attention to detail at all times.
- To take responsibility for managing patient enquiries and ensure they are resolved through to completion.
- To handle patient information with the highest level of confidentiality and in accordance with data protection policies.
- To demonstrate the ability to work effectively both independently and collaboratively within a busy office environment.
- To accurately schedule patient appointments, ensuring all details and expectations are clearly communicated and appropriate follow-up is completed when necessary.
- To efficiently and accurately retrieve information using all clinical systems, in accordance with Nimbuscare policies and procedures
- To effectively communicate information to the team in a clear, concise, and timely manner supporting them to make fully informed decisions regarding patient care.
- To deal with administration requests from colleagues and other members of the wider team as appropriate.
- To take full ownership of assigned administrative tasks, ensuring they are completed accurately and efficiently.
- To accurately carry out all duties, effectively and efficiently in line with guidance and protocols.
- To ensure compliance with all Statutory and Mandatory training requirements, keeping them up to date.
- To work flexibly to support the evolving needs of the York Community Frailty Hub and its developing services.
- To maintain a thorough knowledge of and adhere to all Nimbuscare policies & procedures.
- To carry out any other duties as requested which may from time to time be required for the efficient running of the York Community Frailty Hub.
Patient Care and Safety
- Emphasise person-centred care principles, ensuring that individuals' preferences and values are respected.
- Identify and signpost individuals to relevant statutory and voluntary sector support services where appropriate.
- To be vigilant in reporting anything of concern regarding safeguarding of vulnerable adults.
- Provide information and support to individuals and their families about available services and options.
Business responsibilities:
- Maintain ethos and culture of Nimbuscare.
- Positively promote Nimbuscare.
- Support Line Managers as required.
- Adhere to Health & Safety and educate staff within your role.
- Apply Nimbuscare policies, standards and guidance.
- Attend in-house governance, educational and staff meetings as appropriate.
- Suggest and support the introduction of new working processes to optimise quality.
- Communicate to ensure that all employees operate as an effective team.
- Build and maintain relationships with other healthcare professionals, including GPs, GP surgery personnel, care home personnel and CCG personnel etc.
Safeguarding
Everyone within Nimbuscare has a responsibility for, and is committed to, safeguarding and promoting the welfare of Adults-at-risk (vulnerable adults), children and young people and for ensuring that they are protected from harm.
- Be fully aware of and understand your duties and responsibilities arising from the Childrens Act 2004 and Working Together to Safeguard Children 2018, in relation to child protection and safeguarding children and young people.
- Be fully aware of and understand your duties and responsibilities arising from the DOH Policy No Secrets (2000), and the principles of safeguarding as they apply to Adults-at-risk (vulnerable adults) in relation to your work.
- Recognise the types and signs of abuse and neglect.
- Ensure the Nimbuscare Safeguarding Lead is alerted to, and kept fully informed of, any concerns you may have in relation to safeguarding adults, children and young people.
- Adhere to Nimbuscare and local Child Protection and Safeguarding Adult policies and procedures.
Professional Development and Education Responsibilities:
- Participation in individual performance reviews, including maintaining a record of own personal and/or professional development.
- Working in conjunction with senior management, assess own learning needs and undertake learning as appropriate.
- Develop and utilise a written Personal Development Plan.
- Make effective use of learning opportunities within and outside the workplace, evaluating their effectiveness and feeding back relevant information.
- Disseminate learning and information gained to other team members in order to share good practice and inform others about current and future developments.
- Undertake mandatory and statutory training as required.
Team working:
- Understand own role and scope in the organisation and identify how this may develop over time.
- Work as an effective and responsible team member and leader, supporting others and exploring the mechanisms to develop new ways of working.
- Accept delegation from senior staff, prioritise own workload and delegate as appropriate and ensure effective time management strategies are embedded in own practice.
- Participate in team activities that create opportunities to improve patient care.
- Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the teams performance.
- Participate and support local projects as agreed with the management team.
- Delegate clearly and appropriately, adopting the principles of safe practice and assessment of competence of those taking on delegated duties.
Confidentiality:
- In the course of seeking treatment, customers entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that you will respect their privacy and act appropriately.
- In the performance of your duties outlined in this Job Description, you may have access to confidential information relating to customers and their carers, Nimbuscare staff and other healthcare workers. You may also have access to information relating to Nimbuscare as a business organisation. All such information from any source is to be regarded as strictly confidential.
- Information relating to customers, carers, colleagues, other healthcare workers or the business of Nimbuscare may only be divulged to authorised persons in accordance with Nimbuscare policies and procedures relating to confidentiality and the protection of personal and sensitive data.
- Be aware of your responsibilities under the General Data Protection Regulations (GDPR).
Health & Safety:
You will assist in promoting and maintaining their own and others health, safety and security as defined in the Nimbuscare Health & Safety Policy, to include:
- Using personal security systems within the workplace according to guidelines.
- Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks.
- Making effective use of training to update your knowledge and skills.
- Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards.
- Reporting potential risks identified.
Equality and Diversity:
You will support the equality, diversity and rights of customers, carers and colleagues, to include:
- Acting in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with Nimbuscare procedures and policies, and current legislation.
- Respecting the privacy, dignity, needs and beliefs of customers, carers and colleagues.
- Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.
Quality:
You will strive to maintain quality within Nimbuscare, and will:
- Alert other team members to issues of quality and risk.
- Assess own performance and take accountability for own actions, either directly or under supervision.
- Effectively manage own time, workload and resources.
- Work within own limitations and experience.
- Be aware of and co-operate with audit.
- Work effectively with individuals in other agencies to meet patients needs.
- Portray a professional image at all times.
Communication:
You should recognise the importance of effective communication within the team and will strive to:
- Communicate effectively with other team members.
- Communicate effectively with customers and carers.
- Recognise peoples needs for alternative methods of communication and respond accordingly.
This list of duties is not exhaustive
Person Specification
Other
Essential
- Ability to travel across various sites when required.
Experience
Essential
- Competent in the use of Microsoft Applications
- Excellent written and verbal communication skills at all levels
- Able to work well under pressure and work to a deadline
- Able to work as part of a team
- Able to use own initiative
- Be self-motivated with a can-do attitude
- Able to listen and empathise
- Hard working and willing
- Flexible and adaptable, able to work according to changing priorities
- Commitment to professional / personal development
Qualifications
Essential
- Minimum level 2 Maths and English or equivalent (GCSE Grade C or Grade 4 or above)
- Ability to work to high standards of accuracy
- Excellent attention to detail
- Good numeracy, administrative and organisational skills
- Excellent customer service skills
- Excellent written and verbal communication skills
- Understand and observe strict confidentiality
Desirable
- Experience of working within the NHS or general practice
- Experience in working with SystmOne
Skills
Essential
- Deadline / Target Driven: Ability to work to strict deadlines and to be driven by the setting and achieving of individual and team targets.
- Attention to Detail: Ability to process, input and manipulate large volumes of information and to deadlines whilst maintaining highest levels of attention to detail.
- Work Prioritisation: Ability to organise, prioritise and manage your own work demands by assessing levels of urgency and importance.
- Autonomous: Ability to work independently by making informed decisions and exercising appropriate initiative when faced with a new situation / problem. Whilst also having the ability to recognise when a problem / issue should be escalated because it falls outside of the scope of the role.
- Time Management: Able to manage your own time against work demands and to adhere to individual and/or internal customer deadlines and targets.
- IT Literate: competent in the use of Microsoft Applications such as Word and Outlook and a proven ability to learn how to navigate systems, input date with an attention to detail and follow processes and procedures.
Communication Skills
Essential
- -Ability to calmly, professionally efficiently identify customer / patient needs.
- -Ability to professionally and effectively tailor your communication style to suit the needs of a varied spectrum of customers ranging from Partners, patients, relatives, external agencies, colleagues, and clinicians.
Behaviour
Essential
- Teamwork: Work effectively and professionally within a team through willingness to proactively support and assist their peers, in doing so, contributing to collective team goals.
- Can-Do Attitude: Ability to react to and face challenges or setbacks in a positive manner with a commitment to continuous improvement of their own skills and behaviours and also of the community hub team service.
- Customer Service: Ability to remain focussed on providing and continuously improving an excellent internal and external customer / patient service.
- Internal Customers: Ability to build rapport and strong working relationships with internal customers through negotiating and mutually agreeing realistic deadlines to queries.
- Confidentiality: Ability to exercise and adhere to the Practice confidentiality policies.
Person Specification
Other
Essential
- Ability to travel across various sites when required.
Experience
Essential
- Competent in the use of Microsoft Applications
- Excellent written and verbal communication skills at all levels
- Able to work well under pressure and work to a deadline
- Able to work as part of a team
- Able to use own initiative
- Be self-motivated with a can-do attitude
- Able to listen and empathise
- Hard working and willing
- Flexible and adaptable, able to work according to changing priorities
- Commitment to professional / personal development
Qualifications
Essential
- Minimum level 2 Maths and English or equivalent (GCSE Grade C or Grade 4 or above)
- Ability to work to high standards of accuracy
- Excellent attention to detail
- Good numeracy, administrative and organisational skills
- Excellent customer service skills
- Excellent written and verbal communication skills
- Understand and observe strict confidentiality
Desirable
- Experience of working within the NHS or general practice
- Experience in working with SystmOne
Skills
Essential
- Deadline / Target Driven: Ability to work to strict deadlines and to be driven by the setting and achieving of individual and team targets.
- Attention to Detail: Ability to process, input and manipulate large volumes of information and to deadlines whilst maintaining highest levels of attention to detail.
- Work Prioritisation: Ability to organise, prioritise and manage your own work demands by assessing levels of urgency and importance.
- Autonomous: Ability to work independently by making informed decisions and exercising appropriate initiative when faced with a new situation / problem. Whilst also having the ability to recognise when a problem / issue should be escalated because it falls outside of the scope of the role.
- Time Management: Able to manage your own time against work demands and to adhere to individual and/or internal customer deadlines and targets.
- IT Literate: competent in the use of Microsoft Applications such as Word and Outlook and a proven ability to learn how to navigate systems, input date with an attention to detail and follow processes and procedures.
Communication Skills
Essential
- -Ability to calmly, professionally efficiently identify customer / patient needs.
- -Ability to professionally and effectively tailor your communication style to suit the needs of a varied spectrum of customers ranging from Partners, patients, relatives, external agencies, colleagues, and clinicians.
Behaviour
Essential
- Teamwork: Work effectively and professionally within a team through willingness to proactively support and assist their peers, in doing so, contributing to collective team goals.
- Can-Do Attitude: Ability to react to and face challenges or setbacks in a positive manner with a commitment to continuous improvement of their own skills and behaviours and also of the community hub team service.
- Customer Service: Ability to remain focussed on providing and continuously improving an excellent internal and external customer / patient service.
- Internal Customers: Ability to build rapport and strong working relationships with internal customers through negotiating and mutually agreeing realistic deadlines to queries.
- Confidentiality: Ability to exercise and adhere to the Practice confidentiality policies.
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.
