Care Navigator

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 Systm One skills, knowledge of the GMS contract and GCP training decide fit.

• 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

• GCSE English Language at Level 4 / C
• GCSE Mathematics at Level 4 / C

• Customer care experience

• Excellent IT skills, including spreadsheets
• In-depth Systm One 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

• 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

• Willing to work extra hours to provide sickness or holiday relief
• Data analysis experience
• Primary care experience
• Training in QI methodology