About the Role

Beccles Medical Centre is looking to recruit a receptionist/care navigator to join our team on a part-time basis, for 20 hours a week.

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.

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.

Duties and responsibilities include:

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.

About the Candidate

All applicants should have the following essential skills, qualities and experience:

In-depth SystmOne familiarity, with aspects of the GMS contract GCP trained
Customer care experience
Excellent IT skills, including spreadsheets
Mathematics and English language GCSEs grade 4 / C
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

The following are desirable:

Willing to work extra hours to provide sickness/holiday relief
Data analysis experience, within primary care
Training in QI methodology

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.

Disclosure and Barring Service Check

Please note 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 to check for any previous criminal convictions.

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