Job Description

SCGP mission statement and values:

PASSIONATE ABOUT HEALTH - COMPASSIONATE WITH PEOPLE

Our vision is to be a bold and innovative general practice which is integrated in the community and delivers quality care in partnership with our patients.

All members of the SCGP team are dedicated to providing a quality service in order to achieve safe health services, which meet patient needs.

Good general practice is based on good doctor and patient relationships requiring trust and mutual respect. We believe this is basic to good patient care. We work in a partnership with our patients.

We are committed to safeguarding and promoting the welfare of children, young people, and vulnerable adults. All staff and volunteers are expected to share this commitment and undergo rigorous pre-employment checks, including enhanced DBS checks where required. Safeguarding is at the heart of everything we do, ensuring a safe and supportive environment for all.

Are you looking for a new role in primary care or perhaps you are in a similar role and want to expand your skill set? Do you have an interest in our NHS and can you see yourself supporting patients in primary care? Are you looking for an organisation who is passionate about people?

If so, then this opportunity may be perfect for you!

We are looking for a care navigator based in our Care Navigation Centre to support our patients with booking appointments and navigating patients to our online service provisions.

You will work with a busy team and have some experience in a similar role and whilst previous experience of working in a healthcare setting would be beneficial it is not essential as we will provide you with a comprehensive training package at induction.

You must have a high level of IT literacy, be empathic and able to deal with diverse and demands calls and emails. Caring for our patients is top priority and we deal with hundreds of enquiries on a daily basis. Our team is based at our Ley Hill Surgery where we support all of our 6 practices within Sutton Coldfield. You may, from time to time be asked to work in other practices with SCGP.

Our Care Navigators will need excellent communication skills, have the ability to work under pressure and undertake multiple tasks while working to time constraints and key performance indicators. Professionalism will need to be maintained at all times together with complying with patient confidentiality and GDPR.

Main purpose of role

To answer phones in a polite, timely and patient focused manner

To encourage patients to utilise our online services including our online appointment booking system, NHS App and our online services

To follow processes and procedures ensuring that the patient identification protocol is utilised every time

To have a good understanding of common medical terminology

Signpost patients over the phone to the most appropriate professional body or service

To follow the Care Navigator Guide when completing prescription requests, blood results and all other medical enquiries.

Contribute to the continuous improve of the service by completing mandatory and other training as appropriate

To receive routine information from our patients and signpost to relevant work colleagues within the Group

Abilities Skills and Experience

Previous experience in NHS environment as a care navigator or similar role

Experience in using computerised systems and a good working knowledge of all Microsoft packages

Working within a busy a team environment

Conflict management skills

Excellent communication skills

Ability to multitask and work under pressure

Ability to communicate and negotiate well with patients and colleagues

Ability to work independently and flexibly as part of a team

Care Navigator

Shift: (9 hrs per week) Monday 07.30am to 11.30am and Friday 14.00pm to 19.00pm

Salary: 12.25 p/h during probation and 12.50 p/h after 6 months probation

Confidentiality

In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately. Post-holders must adhere to the following principles:

In the performance of the duties outlined in this job description, the post-holder may have access to confidential information relating to patients and their carers, practice staff and other healthcare workers.

They may also have access to information relating to the practice as a business organisation. All such information from any source is to be regarded as strictly confidential.

Information relating to patients, carers, colleagues, other healthcare workers or the business of the practice may only be divulged to authorised persons in accordance with SCGP policies and procedures relating to confidentiality and the protection of personal and sensitive data.

If upon you joining SCGP, you are currently a patient at one of the SCGP practices, you will be asked to transfer to a different practice. During your probation, unless there is no other alternative available for you, you will be expected to transfer to another practice to ensure that you are not treated by a colleague.

If you are successful during the shortlisting stage, you will receive further information about attending an assessment day with us.

Job Types: Part-time, Permanent

Pay: 12.25 per hour

Benefits:

Company pension
Schedule:

Monday to Friday
Language:

English (required)
Work Location: In person

Application deadline: 03/07/2025
Reference ID: CN/HR/June25