About this role
Job summary
Vine Medical Group is recruiting for two Care Navigators to join our Care Navigation Team.
Care Navigators play a key role in supporting our Patients to navigate the healthcare system and access appropriate services. They act as the first point of contact to those contacting the Practice, either face to face or by phone, and work in line with Practice processes and protocols to provide a high-quality service.
Care Navigators possess excellent interpersonal skills, are patient focused and have a caring and empathic approach. They interact with a diverse range of people from different cultural and social backgrounds and communicate in a calm, clear and effective manner. They work confidently and effectively in a face-paced, and sometimes challenging environment.
Vacancy 1 - 25 hours per week
Tuesday 13:00 - 18:30
Thursday 07:45 - 18:30
Friday 07:45 - 18:30
Vacancy 2 - 34.5 hours per week
Monday 07:45 - 18:30
Wednesday 07:45 - 18:30
Thursday 07:45 - 13:00
Friday 07:45 - 18:30
There may be some flexibility on the days / working pattern for each role within our normal shift start/finish times.
To ensure enhanced patient access to the practice we ask our Care Navigators to work around 1-2 Saturdays shifts per year.
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
Working as a part of a team to handle patient calls and host our Surgery Reception desks, acting as an ambassador for the Practice in a positive and welcoming manner.
To assist and direct patients in accessing appointments or other appropriate services and to manage queries in a courteous, efficient and effective way. Maintain up to date knowledge of Practice services, events and processes, appointment request systems and booking protocols, to best advise and assist patients. To liaise with Practice Teams and other service providers to support the smooth running of Practice services and in emergency situations.
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 are greeted / responded in a friendly, welcoming and empathic manner Respond to all contact, queries, and requests from patients/visitors either via face to face, telephone, or online, 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 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 When appropriate signpost patients to other services and self-help in accordance with the protocols and policies. Seeking guidance when required Advise patients of the triage outcome of their initial enquiry; communicate this to the patient in the manner they would like to receive it Communicate clearly, sensitively and effectively with patients, carers, family members and other professionals, recognising the need for alternative methods of communication to overcome different levels of understanding, cultural background, and preferred ways of communicating 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 Promote and assist patients to use the Surgery Pod in waiting rooms to accurately record patients health readings 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 Demonstrate awareness and basic understanding of safeguarding policy and how to report concerns Report any building, maintenance, IT or equipment issues to the relevant parties 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)