About this role
Job summary
As the first point of contact for our patients, Care Navigators play a vital role in supporting people to access the care and services they need. This varied and engaging role, requires team members to develop and maintain a broad knowledge of healthcare services and pathways to ensure patients receive the most appropriate support.
The demand for GP Practice services means that our team need to work effectively in a fast-paced, and sometimes challenging environment to support our patients. Care Navigators are patient focused, require resilience, confidence, and the ability to communicate clearly and compassionately with people from different cultural and social backgrounds.
This is a busy, but rewarding role working as part of a supportive team. Every day brings opportunities to help people navigate the healthcare system, access the most appropriate service.
This is a part time role of 34.75 hours per week with a working pattern of 4 days as below:
Monday - 07:45 - 18:30
Tuesday - 07:45 - 18:30
Wednesday - 07:45 - 18:30
Thursday - 13:00 - 18:30
To ensure enhanced patient access to the practice we ask our Care Navigators to work around 1-2 Saturdays shifts per year.
Core shift hours are Monday to Friday, 07:45-13:00 & 13:00-18:30.
You would work across 3 of our sites in Waterlooville on a rota basis (published 4 weeks in advance).
Please note, we may close applications early if we receive a high volume of interest.
We encourage and welcome applications from veterans and service leavers.
Main duties of the job
As a key member of the Practice team, you will manage patient enquiries by telephone and provide a professional, friendly, and welcoming presence at the Surgery reception desks, acting as a positive ambassador for the Practice at all times.
You will support patients in accessing appointments and appropriate healthcare services, ensuring all enquiries are handled courteously, efficiently, and effectively. The role requires maintaining up-to-date knowledge of Practice services, procedures, events, appointment systems, and booking protocols to provide accurate advice and assistance.
You will work closely with colleagues across the Practice and with external healthcare providers to support the smooth delivery of services, coordinate patient care, and respond appropriately in emergency situations. Through excellent communication and customer service, you will help ensure a positive patient experience and the efficient day-to-day operation of the Practice.
About us
Vine Medical Group is one of the largest practices in the locality. We care for around 26,000 patients across the whole of the Waterlooville area and its surrounding villages. This larger size means more diverse learning and development opportunities are possible to aid with longer term career development goals. We are a family-friendly practice and try to accommodate working patterns to suit as far as we can.
We operate across four locations; the Forest End, Waterlooville Health Centre, Aintree Drive and Stakes Lodge sites. We employ a multi-skilled team including GPs, Practice Nurses, Advanced Nurse Practitioners, Healthcare Assistants, Paramedics, Pharmacists and skilled administrative teams who support the smooth running of the Practice.
We are rated Good by the CQC.
Job description Job responsibilities
Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way. Support in navigating the health system by being the initial point of contact and connecting with the right teams within the Primary Care Network with aim of improving and supporting continuity of care Be the initial point of contact for patients accessing the practice ensuring all patients and visitors are greeted / responded to in a friendly, welcoming and empathic manner
Maintain a clean, organised, welcoming, and accessible reception environment throughout the day for patients and visitors
Manage patient sample drop-offs and collections, as well as the receipt of deliveries to the practice, ensuring they are handled appropriately
Respond to all contact, queries, and requests from patients/visitors/third parties in a timely, courteous, and professional manner. Ensure confidentiality is always upheld and information provided to the patient is within the scope your responsibility and is as advised by the clinician
Play a pivotal role in enablingpatient access and onwards referral to other healthcare services
Support with access to appointments by assisting patients with the submission of digital triage assessment forms to obtain appointments or guidance on appropriate healthcare services to support patients needs
Perform an initial assessment of patients needs over the telephone, face to face and online services in accordance with patients preferred method of communication
When appropriate signpost patients to other services and self-help in accordance with the protocols and policies. Seeking guidance when required
Support the smooth running of appointments, ensuring timely communication of patient arrivals, monitoring clinics not running to time and informing patients and facilitating the cancellation and rearrangement of appointments
Communicate clearly, sensitively and effectively with patients, family members and other professionalsrecognising the need for alternative methods of communication to overcome different levels of understanding, cultural background, and preferred ways of communicating
Assist with the continuity of care for patients by maximising the appointment system and being familiar with all options available such as group consultation, Collaborative Practice and Enhanced Access appointments. Provide information on when and how the patient (and carer) can contact the relevant person/professional. Help to identify and invite patients that could benefit from workshops and group consultations to improve access to clinical advice for specific conditions
Assist the wider clinical team as patient health champions and being aware of initiatives which could benefit patients. Actively seek to optimize the patients' experience and access to healthcare and understand the importance to health promotion
Promote and assist patients to use the Surgery Pod in waiting rooms to accurately record patients health readings
Assist in the identification and processing of identified patient cohorts and work within the principle of person-centred care
Demonstrate awareness and basic understanding of safeguarding policy and how to report concerns
Commit to the care navigation training and professional development and demonstrate willingness to learn and develop within the role
Maintain hygiene and cleanliness standards in all reception areas in line with infection prevention and control guidance
Accurately and efficiently process/record data on IT systems in line with practice protocols and policies
Action daily checklists/procedures including ensuring the security of the building by following all opening and closing procedures
Maintain knowledge of private services offered and take payments for these
Complete Practice urgent/routine tasks, and own tasks delegated via IT Systems
Read and action Outlook emails/MS Teams communications daily including weekly briefs and daily updates
Be familiar with patient safety policy and reporting (e.g. LFPSE and/or other appropriate systems) and awareness of the process and key stakeholders for safeguarding referrals
Maintain accurate patient records in conjunction with Practice policies and current legislation
Adhere to the strict confidentiality rules, as agreed by the practice
Work safely at all times in accordance with legislative requirements and Practice Policy and Procedures
Person Specification
Experience Essential
Experience within a customer facing /contact role Experience of using IT systems within a work environment
Desirable
Experience of working within Primary Care (or similar environment)
Knowledge & Skills Essential
Good IT skills with a working knowledge of Microsoft 365 Excellent communication skills, able to effectively engage with a diverse range of people recognising the need for alternative methods of communication to overcome different levels of understanding, cultural background, and preferred ways of communicating Able to work well under pressure and remain calm when interacting with distressed patients or those presenting with challenging behaviours Ability to work as an effective part of team, with a focus on communication Understanding of confidentiality Able to assess problems and identify solutions High level of attention to detail and accuracy
Desirable
Working knowledge of EMIS / medical systems Knowledge of medical terminology
Qualifications Essential
GCSE in English and Maths or equivalent
Desirable
NVQ or equivalent in Customer Service or similar
Employer details Employer name Vine Medical Group
Address Forest End Site
Forest End Road
Waterlooville
Hampshire
PO7 7AH
United Kingdom
Employer's website https://vinemedicalgroup.co.uk/ (Opens in a new tab)