Job Description

We are looking for a bright enthusiastic and motivated individual to join our North West London Neuro Navigation service. The Neuro Navigation service works with patients presenting with neurological conditions who require support and advocation to plan and access an appropriate rehabilitation programme for the stage of their recovery. The team support patients along the rehabilitation pathways, working with patients in acute hospitals, in rehabilitation settings and within the community. This post would be an exciting opportunity for individuals who are looking to further develop their skills and expertise in the area of neuro rehabilitation. The post will involve a combination of administration duties and direct communication and provision of tailored information to patients. The post holder must have very good communication skills, including the ability to work face to face with patients with cognitive and communication impairments and be able to work as team player.



The position will require you to visit a variety of locations throughout North West London - this could be both hospital and community settings, however the base location will be within Hillingdon Borough.



The Neuro Navigation Support Worker will play a key role in ensuring the smooth and efficient running of the Neuro Navigation service across the Northwest London sector. The post holder will provide a combination of high-quality administrative and clinical support to the Neuro Navigators, assisting in the coordination of patient care and signposting individuals to community and voluntary services that promote health, independence, and wellbeing.



The role requires excellent interpersonal and communication skills, strong IT competence, and the ability to accurately analyse and interpret data. The post holder will be expected to work independently, demonstrating initiative, flexibility, and adaptability to meet the evolving needs of the service.



At Central and North West London NHS Foundation Trust (CNWL), we are committed to delivering outstanding, patient-centred, safe, and effective care across a range of settings--from hospitals and community clinics to patients' own homes. Our services are designed around the people who use them, and we are proud to place patients and service users at the heart of everything we do.



CNWL is proud of its inclusive and diverse workforce and offers a supportive environment that promotes learning, collaboration, and wellbeing.



CNWL is nationally and internationally recognised for delivering high-quality, innovative healthcare. Our clinical models are regularly cited as examples of best practice and have been adapted by health systems around the world. If you are passionate about making a real difference in people's lives and are looking for a place to thrive, then CNWL is the right place for you.

Administrative and Support Duties :

Act as the first point of contact for telephone, email, and face-to-face enquiries from internal and external stakeholders, ensuring messages are clear, prioritised, and communicated promptly.



Communicate effectively and sensitively with clients and visitors, including individuals with communication barriers or those for whom English is not a first language.



Arrange interpreting and translation services when required .



Handle sensitive and confidential information with discretion, exercising tact and diplomacy when sharing or receiving complex information.



Collect and input patient information to medical records as directed by the Neuro Navigator, ensuring accuracy and completeness.



Provide general administrative support, including typing correspondence and reports, filing, photocopying, and maintaining accurate and up-to-date records and IT systems .



Manage and book Neuro Navigation appointments as directed by clinicians.



Order supplies and equipment via the Trust's e-procurement system, resolving related queries as needed.



Collaborate effectively with colleagues across health, social care, and voluntary sector organisations to support seamless patient pathways.



Maintain and update team calendars, including mandatory training, supervision, and annual leave schedules.



Contribute ideas for improving administrative systems and processes to enhance service efficiency and quality.



Input and maintain accurate data in relevant databases and electronic record systems (e.g., SystmOne and excel spreadsheets ).



Monitor shared inboxes and ensure timely and appropriate responses to queries.



Open, sort, and prioritise incoming mail, distributing as necessary.



Attend mandatory training and apply learning in line with Trust policies and procedures.



Service-Specific Responsibilities



Support Neuro Navigators with basic triage and information gathering for referrals.



Upload and manage documents, spreadsheets, databases, and electronic folders.



Monitor shared team inboxes, ensuring timely action and escalation where necessary.



Assist with delayed discharge reports by gathering and updating relevant information.



Upload key documents such as discharge summaries and referral forms to SystmOne .



Manage a designated caseload of patients identified by the Neuro Navigators, providing short-term signposting and support to help individuals with neurological conditions engage in community and voluntary sector activities that promote health and wellbeing.



Document all patient interactions accurately and promptly in accordance with CSP and service standards.



Recognise and appropriately escalate cases that fall outside the scope of the Support Worker role, seeking clinical guidance from Neuro Navigators as required .



Research and maintain an up-to-date online directory of local services, community activities, and third-sector organisations to support a wide range of patient needs.



Make basic referrals on behalf of Neuro Navigators, following agreed guidance and protocols.



Support small-scale audits, projects, or service development initiatives as directed.



Liaise with ICE Hub and other stakeholders to share information, update shared resources, and complete key actions.



Provide assistance to the neuro navigator during complex patient sessions when required , which may include moving and handling.



Conduct and record patient and relative feedback surveys to inform service improvement.



Support the Neuro navigator t eam in achieving service objectives and implementing new initiatives.



Estates, facilities and equipment



Report all incidents and accidents in line with Trust policy and procedures.



Complete Fire Marshal training and adhere to all relevant health and safety requirements.



Ensure safe and appropriate use of office and IT equipment, including computers, telephones, photocopiers, scanners, shredders, and laminators.