Care Navigator (Fixed Term Contract - 6 Months)

You will work under the

direct supervision of the Care Navigation Team Leader and contribute to the

efficient day-to-day running of a busy Medical Centre that supports nearly

20,000 patients.

You will be trained in

Care Navigation as a foundation to any role at BMC which means that you will be

the first line to the patient and will take I.C.E (ideas, concerns and

expectations) from patients as trained, and care navigate to the right place,

right person, right time, right resource using in-house protocols and

procedures and online consultation tool when available.

It is important in all

roles across the practice that attention to detail, listening skills and

teamwork are paramount. Whilst staff can work in differing roles, BMC

encourages staff to work in an integral way across the whole of the practice.

25 hours per week.

Deliver Care Navigation as a core function of the role, acting as the first line of contact for patients.

Use the I.C.E. model (Ideas, Concerns, Expectations) to gather essential information from patients.

Ensure patients are directed to the right place, right person, at the right time, utilising in-house protocols, procedures, and online consultation tools as appropriate.

Provide consistently high standards of customer service and maintain professionalism in all patient interactions.

Work collaboratively across the wider practice, supporting colleagues in a flexible and integrated manner.

The post holder will be expected to communicate effectively and promptly with all staff teams and departments. Engage with patients and medical services. Working in support of the Management team as required.

A high standard of confidentiality is expected within this role; as there may be access to confidential information relating to patients and their carers, practice staff and other health care workers. They may also have access to information relating to the practice as a business organisation, and as such all information is classed as strictly confidential.

The post holder will be expected to adhere to relevant policies and procedures.

The post holder will receive supervision, coaching and an annual appraisal from their line manager and should take responsibility for their learning and development. In addition, the post-holder will attend relevant training as identified during their annual appraisal and complete mandatory and online training as requested.

The post holder holds no managerial responsibility.

It is important that all members of practice staff are flexible and prepared to adapt and take on additional duties or to relinquish existing duties in order to maintain efficient running of the practice. The Board of Partners and the Heads of Department reserve the right to redistribute duties and functions amongst staff from time to time based on service needs and the existing skills of the post holders.

It is a requirement that all employees of the practice comply with the rules of confidentiality pertaining to patients, staff and business information.

Beccles Medical Centre is an established GP surgery, in the Suffolk market-town of Beccles. The Practice has a list size of approximately 20,000 patients. We have 6 Partners, and just over 100 additional staff. We are a GP Training practice and also host other students studying at the nearby University of East Anglia. We work very closely with our PCN. Our mission is to provide high quality healthcare with respect and compassion, ensuring that the patients are at the heart of everything we do

SKILLS & KNOWLEDGE

Essential: - In-depth SystmOne; - Familiarity with aspects of the GMS contract; - GCP trained

Desirable: - Willing to work extra hours to provide sickness/holiday relief

Experience

Essential: - Customer Care

Desirable: - Data Analysis; - Primary care

BEHAVIOURS

Qualifications

Essential: - Excellent IT skills, including spreadsheets; - English Language GCSE Level 4 / C; - Mathematics GCSE Level 4 / C

Desirable: - Training in QI methodology