Care Navigator (Fixed Term Contract - 6 Months)

The Methodist Church in Britain; Beccles; On-site; GBP 17,000 - 22,000; Part time

Job summary

Beccles Medical Centre is seeking a Care Navigator on a six-month fixed-term contract. The role is 25 hours per week, reporting to the Care Navigation Team Leader. You will gather patient needs, guide them to appropriate services, and maintain strict confidentiality.

Experience in customer care and IT, with strong SystmOne skills and knowledge of the GMS contract, is advantageous. Training will be provided to support continuous professional development.

Qualifications

• GCSE English Language Level 4 / C required.
• GCSE Mathematics Level 4 / C required.
• Customer care experience is desirable.

Responsibilities

• Act as the first line of contact for patients, providing high-quality customer service.
• Use the I.C.E. model to gather essential information from patients.
• Direct patients to the right place, person and time using in-house protocols, procedures and online tools.
• Handle a wide range of patient enquiries daily.
• Maintain professionalism and high standards in all interactions.
• Work under the supervision of the Care Navigation Team Leader.
• Collaborate across the wider practice and support colleagues.
• Communicate promptly with staff teams and departments.
• Maintain confidentiality of patient, staff and business information.
• Follow policies and take responsibility for personal learning and development.
• Attend non-clinical staff meetings and complete mandatory training.

Skills

Customer care

IT skills

SystmOne

GMS contract knowledge

GCP training

Organised

Willing to train

Education

GCSE English Language Level 4/C

GCSE Mathematics Level 4/C

Tools

SystmOne

Job description

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

What the job involves

• 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

Qualifications

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

Experience

• Customer care experience

Skills & knowledge

• Excellent IT skills, including spreadsheets
• In-depth SystmOne 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

Other

• 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

Nice to have

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