Working hours: Saturday and Sunday 13:00-18:00
Location: EBPC HQ, Bracknell
Company Overview
EBPC is a well-respected enabler of high-quality NHS services. Established in 1997 as an out of hours GP service, we have now grown significantly and deliver a full range of services, 24/7, to support 111, Primary Care Networks, Integrated Care Systems, Acute and Community NHS Trusts. We are incredibly excited to now be embarking on the next stage of our development as we move into an ever-expanding digital space, running alongside our core business.
Job Summary
The Care Navigator role is a key position within the EBPC control Call Centre based at our headquarters in Bracknell. Working within a shift-based pattern covering 24 hours, you will be integral to ensuring service continuity and supporting EBPC’s delivery of high-quality NHS services.
As a Care Navigator, you will monitor, process, and supervise EBPC's wide range of services. As a central hub, the Call Centre facilitates communication and coordination between executive management, on-call duty managers, healthcare professionals, and support staff across all EBPC clinical locations.
Key Responsibilities:
- Receiving and Processing Calls:Handle incoming calls from members of the public, doctors, paramedics, and other healthcare professionals with professionalism and empathy.
- Clinical Support: Collaborate with on-shift clinicians to ensure timely and effective patient care.
- Liaising with NHS 111: Work closely with the NHS 111 service to ensure every patient receives the highest standard of care. Address and escalate issues or queries to the appropriate services as required.
- Remote Support: Support colleagues in various roles, such as reception staff, drivers, doctors, and other healthcare professionals, at Primary Care Centres.
- Issue Management: Communicate and escalate service-critical issues to the On-Call Duty Manager when necessary.
- Record Keeping: Log and report issues and queries accurately and promptly to the appropriate department or personnel, utilising strong communication skills.
- Protocol Adherence: Consistently follow protocols and procedures during each shift to maintain service standards.
- Training Compliance: Ensure all mandatory NHS training modules are completed and kept up to date to maintain compliance and professional competency.
Person Specification
(1) Knowledge, Skills and Abilities
Essential criteria
- Good verbal communication skills, attention to detail and initiative
- Good organisational skills, administration skills, strong IT skills, principally Microsoft package- Word, Excel, and ideally access interpersonal skills, good keyboard skills
- Demonstrate ability to work well within a team
- Self-motivation, positive attitude, integrity, tolerance & confidence, active listening skills, empathy, and ability to interact with others in a tactful, sensitive, and appropriate manner
(2) Qualifications
Essential criteria
- Good standard of general education: 5 GCSEs or equivalent, including Mathematics and English
Desirable criteria
- ECDL qualification (or equivalent/working towards)
- Knowledge of computer packages: Word, Excel, Outlook
(3) Experience
Desirable criteria
- Experience working in an administrative role
- Familiar with working in an office environment
- Experience in working with office systems
We would also consider candidates interest in zero-hours arrangement. Please specify your preference in your application.
Pay: £12.80 per hour
Benefits:
- Company pension
- On-site parking
- Sick pay
- Store discount
Education:
- GCSE or equivalent (required)
Experience:
- Administrative: 1 year (required)
Language:
Work authorisation:
- United Kingdom (required)
Work Location: In person
