The Care Navigation Team at Beccles Medical Centre, a GP practice of around 20,000 patients, is recruiting a Care Navigator on a six-month fixed-term contract. Usually the first point of contact, the post-holder takes in patients' ideas, concerns and expectations and directs them to the right person, place or service. At 25 hours a week under the Team Leader, the role includes training in care navigation and support across the wider practice. In-depth SystmOne skills, knowledge of the GMS contract and GCP training decide fit.
What the job involves
- Act as the first line of contact for patients, providing high-quality customer service
- Use the I.C.E. model (ideas, concerns, expectations) to gather essential information from patients
- Direct patients to the right place, person and time using in-house protocols, procedures and online consultation tools
- Handle a wide range of patient enquiries on a daily basis
- Maintain professionalism and consistently high standards in all patient interactions
- Work under the direct supervision of the Care Navigation Team Leader
- Work collaboratively across the wider practice, supporting colleagues flexibly
- Communicate promptly with staff teams, departments and medical services, supporting the Management team as required
- Maintain strict confidentiality of patient, staff and business information
- Follow relevant policies and procedures and take responsibility for own learning and development
- Attend non-clinical staff meetings and complete in-house mandatory training as required
- Take on additional duties or relinquish existing ones as service needs change
Qualifications
- GCSE English Language at Level 4 / C
- GCSE Mathematics at Level 4 / C
Experience
- Customer care experience
Skills & knowledge
- Excellent IT skills, including spreadsheets
- In-depth SystmOne skills
- Familiarity with aspects of the GMS contract
- GCP trained
- Organised, detail-focused and able to prioritise
- Committed to own professional development and willing to train
Other
- Relaxed, positive and friendly manner
- Tolerant, empathetic and caring approach
- Confident handling sensitive and difficult situations with staff and patients
- Works autonomously and within a multidisciplinary team
- Flexible and adaptable to change
- Adheres to strict confidentiality, equality and diversity
Nice to have
- Willing to work extra hours to provide sickness or holiday relief
- Data analysis experience
- Primary care experience
- Training in QI methodology
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Contact Details:
The Methodist Church in Britain Recruitment Team
