Job summary
This is a great opportunity for an exceptional individual to join and support our Community Diagnostics Care Navigator team as a Care Navigator.
You will provide an efficient and high-quality Care Navigator booking and scheduling service, to meet the requirements of our local patient population, and to support the Community Diagnostic Centre and the Trust in achieving its key targets.
Main duties of the job
To ensure that all patient appointments are booked via the telephone following the Gold Standard for booking and scheduling and using the agreed telephone scripts and the agreed protocols relating to always calling patients and that patient choice and access needs are adhered to.
To complete reminder calls to assist with the reduction in the number of patients who do not attend their appointment
To support patients who wish to change of cancel their appointments or admission date, actioning in a timely and accurate manner.
To support patients, visitors and staff from across the Trust and external, on arrival at the CDC.
About us
MFT is one of the largest NHS Trust In England with a turnover of over £3bn & is on a different scale than most other NHS Trusts. We're creating an exceptional integrated health & social care system for the 1 million patients who rely on our services every year.
Bringing together 10 hospitals & community services from across Manchester, Trafford & beyond, we champion collaborative working & transformation, encouraging our 30,000 workforce to pursue their most ambitious goals. We set standards that other Trusts seek to emulate so you'll benefit from a scale of opportunity that is nothing short of extraordinary.
We've also created a digitally enabled organisation to improve clinical quality, patient & staff experience, operational effectiveness & driving research, and innovation through the introduction of Hive; our Electronic Patient Record system which launched in September 2022.
We're proud to be a major academic Research Centre & Education provider, providing you with a robust infrastructure to encourage and facilitate high-quality research programmes. What's more, we're excited to be embarking on our Green Plan which sets out how MFT continues to play its part in making healthcare more sustainable.
At MFT, we create and foster a culture of inclusion and belonging, provide equal opportunities for career development that are fair, open, and transparent, protecting your health and wellbeing and shaping the future of our organisation together.
Job description
Job responsibilities
To find out more about the key responsibilities and the specific skills and experience youll need, take a look at the Job Description & Person Specification attachments under the Supporting Documents heading. So that youre even more equipped to make an informed decision to apply to us, youll need to take time to read the Candidate Essentials Guide that sits with the Job Description and Person Specification. This document provides you with details about the Trust, our benefits and outlines how we care for you as you care for others. Most importantly, it also contains critical information youll need to be aware of before you submit an application form.
Diversity Matters
MFT is committed to promoting equality of opportunity, celebrating, and valuing diversity and eliminating any form of unlawful discrimination across our workforce, ensuring our people are truly representative of the communities we serve. All individuals regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex and sexual orientation are encouraged to apply for this post. As an inclusive employer, we are here to support you. If you have any special requirements to help you with your application, email our team at resourcing@mft.nhs.uk.
Were looking forward to hearing from you!
Job description
Job responsibilities
To find out more about the key responsibilities and the specific skills and experience youll need, take a look at the Job Description & Person Specification attachments under the Supporting Documents heading. So that youre even more equipped to make an informed decision to apply to us, youll need to take time to read the Candidate Essentials Guide that sits with the Job Description and Person Specification. This document provides you with details about the Trust, our benefits and outlines how we care for you as you care for others. Most importantly, it also contains critical information youll need to be aware of before you submit an application form.
Diversity Matters
MFT is committed to promoting equality of opportunity, celebrating, and valuing diversity and eliminating any form of unlawful discrimination across our workforce, ensuring our people are truly representative of the communities we serve. All individuals regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex and sexual orientation are encouraged to apply for this post. As an inclusive employer, we are here to support you. If you have any special requirements to help you with your application, email our team at resourcing@mft.nhs.uk.
Were looking forward to hearing from you!
Person Specification
Qualifications
Essential
- Recognised educational standard in Maths and English and/or relevant knowledge, skills and experience
Desirable
- Recognised qualification in Microsoft Office
Experience
Essential
- Able to proficiently use Microsoft Office packages
- Previous experience of working within a team and independently
- Previous experience of working / volunteering in a booking contact centre environment or similar customer care environment
- Able to work unsupervised for short to medium periods of time
Desirable
- Booking and scheduling experience
- Recent experience of working in a capacity and demand target driven service
Skills and Knowledge
Essential
- Computer literacy in order to transfer information onto a computer system and standard departmental documents
- Excellent interpersonal skills and communication skills in order to deal with a wide range of NHS staff/patients on the telephone and face to face using tact, empathy, and negotiating skills
- Demonstrable ability to work to short timescales as and when required to provide an efficient and timely service
- Be able to interpret and analyse data
- Be able to prioritise own workload
- Be able to use initiative in planning daily tasks
Desirable
- Excellent knowledge of administrative procedures including scheduling
Personal qualities
Essential
- Flexible approach to working patterns including evenings and weekends (bank holidays if required with notice)
- Willing to work additional hours to meet the demands of the service if required
- Be able to maintain confidentiality at all times
- Be able to maintain Health and Safety in the workplace at all times
- Be able to maintain equality, diversity and inclusion at all times
- Be able to recognise and escalate issues or concerns to senior managers
Desirable
- Knowledge of a second language
Person Specification
Qualifications
Essential
- Recognised educational standard in Maths and English and/or relevant knowledge, skills and experience
Desirable
- Recognised qualification in Microsoft Office
Experience
Essential
- Able to proficiently use Microsoft Office packages
- Previous experience of working within a team and independently
- Previous experience of working / volunteering in a booking contact centre environment or similar customer care environment
- Able to work unsupervised for short to medium periods of time
Desirable
- Booking and scheduling experience
- Recent experience of working in a capacity and demand target driven service
Skills and Knowledge
Essential
- Computer literacy in order to transfer information onto a computer system and standard departmental documents
- Excellent interpersonal skills and communication skills in order to deal with a wide range of NHS staff/patients on the telephone and face to face using tact, empathy, and negotiating skills
- Demonstrable ability to work to short timescales as and when required to provide an efficient and timely service
- Be able to interpret and analyse data
- Be able to prioritise own workload
- Be able to use initiative in planning daily tasks
Desirable
- Excellent knowledge of administrative procedures including scheduling
Personal qualities
Essential
- Flexible approach to working patterns including evenings and weekends (bank holidays if required with notice)
- Willing to work additional hours to meet the demands of the service if required
- Be able to maintain confidentiality at all times
- Be able to maintain Health and Safety in the workplace at all times
- Be able to maintain equality, diversity and inclusion at all times
- Be able to recognise and escalate issues or concerns to senior managers
Desirable
- Knowledge of a second language
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Employer details
Employer name
Manchester University NHS Foundation Trust
Address
Manchester and Trafford Community Diagnostic Centre
Withington Community Hospital Nell Lane
West Didsbury Manchester
M20 2LR
Employer's website
https://mft.nhs.uk/careers/ (Opens in a new tab)
