Care Navigator

Job description

Job responsibilities

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

Employer's website

https://www.becclesmedical.co.uk (Opens in a new tab)