About this role
Job summary
**This is a part-time role of 16.5 hours per week, MONDAY 1pm to 5pm,WEDNESDAY, 8.30am 6.30pm (1 hours lunch) FRIDAY 2pm - 5.30pm**
The Care Navigation Team plays a vital role in supporting the administrative operations of Beccles Medical Centre. As a Care Navigator, you will often be the first point of contact for patients entering the practice, providing high-quality customer service and handling a wide range of patient enquiries on a daily basis. Excellent communication skills, professionalism, and a patient-centred approach are essential for success in this role.
Main duties of the job
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.
About us
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
Job description Job responsibilities
16.5 hours per week.
DUTIES & RESPONSIBILITIES
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.
Skills and attributes required are:
Organised Strong attention to detail and accuracy in all tasks Excellent listening and communication skills Ability to work effectively as part of a team in a fast-paced environment Patient orientated and excellent customer service skills Detail driven and focused IT literate Adaptable and constantly learning IT Systems used by the NHS Trustworthy Able to follow protocols and procedures Can prioritise Attend non-clinical staff meetings as required Undertake relevant in-house mandatory training as required COMMUNICATION SKILLS
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.
POLICY & SERVICE RESPONSIBILITY
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.
ADMINISTRATIVE / MANAGERIAL RESPONSIBILITIES
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.
Person Specification
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 Essential
Relaxed, positive and friendly manner Tolerant, empathetic and caring approach An understanding, acceptance and adherence to the need for strict confidentiality and equality and diversity Committed to own professional development and a willingness to obtain necessary training and participate in on-going development Flexibility and ability to adapt to change Confident in dealing with sensitive and difficult situations with staff and patients Ability to work autonomously, be self-directed, work on own initiative and take responsibility for managing own workload as well as working effectively within a multi- disciplinary team
Qualifications Essential
Excellent IT skills, including spreadsheets English Language GCSE Level 4 / C Mathematics GCSE Level 4 / C
Desirable
Training in QI methodology
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 Beccles Medical Centre
Address St. Marys Road
Beccles
Suffolk
NR34 9NX
United Kingdom
Employer's website https://www.becclesmedical.co.uk (Opens in a new tab)