About this role
Job summary
Are you passionate about helping individuals access the care and resources they need to thrive? Were looking for a compassionate, organised, and proactive Care Navigatorto join our small and friendly team.
As a Care Navigator, you will serve as a trusted guide for patients, helping them navigate healthcare systems, coordinate services, and overcome barriers to care. Youll play a vital role in improving health outcomes and enhancing the overall patient experience.
This role has been ongoing for over a year, and we continue to grow and collaborate as a team to deliver the highest level of support to our patients.
We have the following shift pattern available: 26.25 hour post
Monday 8:00 - 13:15
Tuesday 13:00 - 18:15
Wednesday 8:00 - 13:15
Thursday 13:00 - 18:15
Friday 8:00 - 13:15
Interviews will be held on w/c 16th November.
Please Note: Ensure that your application is entirely your own original work. Applications found to be generated by artificial intelligence (AI) will not be considered.
Main duties of the job
The key aspects of the role
Play an integral role in the appropriate signposting of patients to the appropriate healthcare professional or service, working as part of the practices multidisciplinary team. Taking an overview of the triage queue to appropriately navigate patients to correct healthcare professionals and other services. Recording patient information accurately and managing patient flow to maintain safety, in line with key performance indicators. Using initiative to be able to problem solve and answer queries as they arise. Work closely with clinicians to support patients to access the appropriate healthcare services using excellent communication skills and key knowledge Interact with patients by phone, email, text and other communication mentions, providing clear and effective communication to support patients to the right care and supporting self- management where appropriate.
The post holder will work as part of an MDT supporting the triage and signposting function for all consultation requests. Working the clinical team, you will act as care navigator for our patients, making basic need assessments to identify appropriate services and support to meet their care needs.
About us
Overview of your organisation
About Us
Beacon Medical Group is a large, forward-thinking partnership practice serving approximately 43,000 patients across six sites in Devon.
We are an active contributor to shaping local healthcare services and are at the forefront of developing innovative skill mixes to meet the challenges facing modern Primary Care. Our focus is on continuously improving services and delivering high-quality patient care, while supporting the wider health system to develop sustainable, integrated services that meet the current and future health and wellbeing needs of our communities.
Working with Beacon Medical Group means becoming part of a collaborative, supportive team that values innovation, professional development, and excellence in patient care.
Our Offer
We offer a welcoming and supportive working environment with a range of opportunities for learning, development and wellbeing including:
A comprehensive induction programme.
Protected learning time for ongoing development.
CPD opportunities to support career progression.
Regular reviews and appraisals.
Access to the NHS Pension Scheme, providing valuable benefits during your career and into retirement.
Enhanced family-friendly pay schemes.
Generous annual leave entitlement.
Access to NHS discounts through national and local schemes.
Staff wellbeing services supporting physical, mental and emotional health.
Job description
Job responsibilities
Key tasks
Process and effectively signpost patients to the appropriate healthcare services and to appropriate local services: this requires awareness and knowledge of services/ providers and how to direct people toward them.
Process patient requests for appointments, performing an assessment of patients needs.
Initiate contact with and respond to requests from patients, team members and external agencies.
Enter appropriate coding data on SystmOne where required
Input data into the patients healthcare records as necessary. Manage all queries as necessary in an efficient manner
Carry out system searches as requested Support sifting clinical staff with general tasks as requested
Undertake all mandatory training and induction programmes Maintain and monitor all online requests are action in a timely manner
Support Care Navigators, providing cover during staff absences Organisation of patient contacts considering symptoms and priority flags
To be able to work autonomously
Maintain a clear sense of role and responsibility within a team To be responsible for your own continuing self-development, undertaking training as appropriate.
To undertake other duties appropriate to the grading of the post as required.
Must be able to work flexible hours.
Patient/Customer Care
Process online consultations requests for appointments, visits, medication support and telephone consultations.
Identify the care and support needs of the patients and ensure there are signposted correctly
Support patients to utilise support links and other services when required
Provide coordination and navigation through relevant pathways, liaising with all stakeholders as appropriate, accessing & auditing IT systems to ensure relevant information is available.
Access up-to-date, accurate information for a range of services to provide support for an individual and where appropriate carers Initiating contact with and responding to, requests from patients, team members and external agencies
Communicate clearly and sensitively with patients, family members and other professionals
Adapt communication style and method to best support patient preference and need
Other tasks
Undertake a variety of System One tasks to assist in the smooth running of the service.
Responding to system wide alerts.
Contributing to the development and improvement of services to patients.
To assist your colleagues in learning new procedures and offering support across the team when required.
Assist in devising and getting agreement on multi-agency guidance to support the MDT function.
For more information please refer to the full job description.
Person Specification
Qualifications
Essential
- Evidence of a good general standard of education at GCSE level or equivalent
Desirable
- NVQ Administration level 3 or equivalent level of experience.
- Active Signposting or Care Navigation Training Qualification
- Customer Service Qualification
Experience
Essential
- Experience of working in Primary Care
- Experience of working with the public
- Experience of working in a busy environment
- An understanding of Clinical Terminology
- Knowledge of the GDPR and how this is applied in practice.
- Understanding of different patients and carer groups and needs.
- Awareness of the importance of safeguarding and procedures.
- Be aware of confidentiality and data protection when handling sensitive information.
- Accurate, attention to detail.
- Completing audits.
- Data analysis and reporting.
- Demonstrate awareness and basic understanding of safeguarding vulnerable adults, end of life care, the needs of older adults and mental health conditions and symptoms (including dementia)
- Understand the basic principle of self-care for people
Desirable
- Experience of working in within a General Practice environment
- Up-to date knowledge of services and health resources in the local area.
- Good working knowledge and experience of using System One.
Skills and Other
Essential
- Effective communication and interpersonal skills
- (Written and Oral)
- Good level of computer literacy
- Strong Customer service skills
- Ability to co-ordinate Multidisciplinary teams to a desired end goal
- Effective time Management (planning and organising) to be able to meet strict deadlines
- Ability to follow clinical Policy and Procedure
- Ability to deal with sensitive issues often within hostile or emotional
- situations.
- Ability to use own initiative and work under minimum supervision and determine own workload.
- Able to work well as part of a team.
- Evidence of problem solving and improving processes
- Recognise own development needs and identify how these may be
- met.
- Confidence in ability to understand practice policy and protocols
- Understanding of databases, coding, and extraction of data for
- reporting purposes
- Sensitive and empathetic in distressing situations
Desirable
- Demonstrable experience of using System One; ability to maintain the appointments system and make changes when appropriate
Disclosure and Barring Service Check
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.
Employer details
Employer name
Beacon Medical Group
Address
Ivybridge Medical Practice
Station Road
Ivybridge
Devon
PL210AJ
United Kingdom
Employer's website
https://www.beaconmedicalgroup.nhs.uk/ (Opens in a new tab)