Care Navigator in Burnley

Burnley Group Practice is looking to recruit an enthusiastic and conscientious Care Navigator to join our fantastic Reception Team. If you enjoy helping people and listening to them with the intention of trying to figure out how you can help them to access the services they need, then this role is for you. You will be the first point of contact for patients via telephone and face to face. You will need to feel comfortable with technology, and also with change since the NHS is required to constantly change to meet the emerging needs of our population. You will have a calm, confident and helpful manner with excellent communication skills along with the ability to problem solve and work under pressure. You will be educated to a good standard and must have excellent IT skills.

The role is offered over 25-30 hours per week to be worked as part of a rota covering 8am-6.30pm Monday to Friday. Flexibility will be required to cover periods of sickness and annual leave. Successful candidates will be required to complete a 3 month probationary period. Other employment benefits include 6 weeks annual leave and free car parking (off-site at St Peter's Centre).

Main duties of the job: The role of a care navigator is essentially a customer service role. Our patients need to access medical services, but are not always aware of the wide range of skills and services available within our team as well as in the wider Burnley area. Some of the time we are unable to offer exactly what a patient wants, exactly when they want it and it would be your main task to meet their needs in the most efficient manner which often includes directing them to services outside the Practice such as Pharmacy. The way in which you communicate what can be offered will make you a good Care Navigator.

The Care Navigator role is one of the many varied roles within our Practice Team and you must be able to work as a team player but also using your initiative within the confines of the Practice Policies and Procedures. The successful candidate must have strong IT skills and be either able to use our EMIS clinical software or happy to learn, and have a confident telephone manner and good, face to face interpersonal skills. Proven experience of working in general practice and/or customer services is essential.

About us: Burnley Group Practice is a large training practice based over three sites in Burnley - at St Peter's Centre, on Manchester Road and in Kiddrow Lane Health Centre. Staff will be required to work at all three sites on a rota basis. We have an extensive multi-disciplinary team with a wide range of clinical and administrative staff and believe that teamwork is essential to deliver the best possible patient care. We expect all our staff to work to the highest standards and we strive to offer the best service we can to our patients, but we also want our staff to be happy and healthy and we work tirelessly to ensure that the environment our team works in provides the setting for this to happen. We offer a good package of terms and conditions including 6 weeks annual leave and parking at all three sites (off-site at St Peter's Centre).

Job responsibilities: Projecting a positive and friendly image to patients and visitors you will act as a focal point for patients and the Primary Health Care Team (PHCT) offering general assistance and directing patients to access the appropriate service in a professional, courteous and effective way. This will be either via telephone or face to face contact with patients. In particular you will:

• Provide a high standard of customer service on behalf of the practice, in support of the rest of the practice team.
• Adopt a skilful approach to communication in all circumstances.

Full detail of what the role entails can be found on the attached Job Description.

Person Specification: Candidates must have experience working with the public in a customer service setting. You must have excellent communication skills both verbal and written and an excellent telephone manner. You will have an ability to solve problems and must be able to manage the physical and mental demands of working in a pressured environment. You will have good IT skills and be able to use a range of Software including Microsoft Office being able to use Word, Excel and experience of social media. You should have experience of working in a busy office environment and be comfortable working as part of a large team. Experience of EMIS clinical software and experience of working within a health setting is preferred.

Qualifications: Candidates must be educated to a good standard which must include as a minimum GCSE English Language and Maths. Ability to maintain confidentiality, reliable and hardworking with good time management skills and a positive attitude. Good interpersonal skills. Willingness to work flexibly and able to multi-task. Able to work without direct supervision within set parameters. Ability to problem solve. Ability to remain calm under pressure.

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.

£12.80 to £13.65 an hour equivalent to AFC Band 3 depending on experience.