At a Glance
- Tasks: Be the friendly face of our practice, guiding patients and supporting our clinical team.
- Company: Join a supportive team at Darwin Medical Practice, caring for over 24,000 patients.
- Benefits: Earn £13.35 an hour with opportunities for growth and development.
- Other info: Flexible part-time hours available, perfect for students balancing studies.
- Why this job: Make a real difference in patient care while working in a dynamic environment.
- Qualifications: Experience in high-pressure reception roles and a passion for customer service.
The predicted salary is between 23382 - 28578 £ per year.
We have exciting opportunities to join our busy team of over 30 Care Navigators. We are looking for enthusiastic, hard working and flexible people to work across our 3 Practices. Our team offers care navigation to patients, assisting with patient queries and supports the clinical team in timely communication with patients. Our team works from 7:30am-6:30pm Monday to Friday. We are looking for people that can work between these hours on a part time basis, specifically between 15-25 hours a week. Previous applicants need not apply.
Main duties of the job
Our Care Navigation staff are the first point of contact for the Practice, whether it be face to face, by telephone, or via an online communication offering support and guidance to patients on choosing the right service for their needs. The team handle and file all incoming clinical documentation identifying relevant clinical information, coding appropriately and completing any actions required. Care Navigators support clinicians by liaising with patients regarding appointments and general enquiries and also liaise with other healthcare providers to support patient care. Experience of working in a high pressure reception environment and providing a service to the general public is essential as is a passion for providing excellent customer service.
About us
Darwin Medical Practice has a team of over 100 staff and provides care to over 24,000 patients. The reception team consists of more than 30 Care Navigators and whilst the role can sometimes be pressurised, the team are very friendly and supportive of each other. The team is led by our Operations Support Manager and Operations Team Coordinator. The wider practice ethos is to provide excellent care to our patients, showing respect to both patients and our colleagues. All teams meet regularly to discuss updates, share training and changes to processes but we also have whole practice sessions to ensure that everyone is informed about practice developments and has a chance to meet others that they would not usually see.
Job responsibilities
- Responsible to Operations Support Manager
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. 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. All such information from any source is to be regarded as strictly confidential.
Health & Safety
The post-holder will assist in promoting and maintaining their own and others health, safety and security as defined in the practice Health & Safety Policy.
Equality and Diversity
The post-holder will support the equality, diversity and rights of patients, carers and colleagues.
Personal Professional Development
The post-holder will participate in any training programme implemented by the practice as part of this employment.
Quality
The post-holder will strive to maintain quality within the practice.
Communication
The post-holder should recognise the importance of effective communication within the team.
Contribution to the Implementation of Services
The post-holder will apply practice policies, standards and guidance.
Job Purpose
To be first point of contact for the Practice, whether it be face to face, by telephone, or via an online communication, offering support and guidance to patients on choosing the right service for their needs.
Principal Accountabilities
- Provide front of house reception duties providing support and greeting patients and visitors in a warm, friendly and professional manner.
- Handle all incoming calls to the practice, dealing with requests and forwarding calls to the relevant person where appropriate.
- Allocate and rearrange appointments in line with Practice protocols.
- To care navigate patients to appropriate services, and document on the clinical IT system.
- Maintain the practice general email inbox, action requests from external agencies and forward incoming correspondence to the relevant person.
- Identify relevant clinical information documented in patient correspondence, code appropriately and complete any action required.
- To review incoming medical records and summarise onto the clinical IT system.
- Process prescriptions in line with the practice protocol.
- Responsible for opening and closing the practice ensuring building safety is maintained.
- Act as first point of contact for patient compliments and complaints, resolving issues where possible to prevent escalation to formal processes.
- Maintain a welcoming reception and waiting area environment.
- Carry out administration duties as required.
- Support clinicians in liaising with patients regarding appointments and general enquiries.
- Liaise with other healthcare providers to support patient care.
The Practice is open from 8.00am until 6.30pm, with regular extended hours surgeries. It is expected that all staff will work on a rota basis, according to the needs of the service.
Person Specification
- Experience of working in a high pressure reception environment.
- Experience of providing a service to the general public.
- Ability to relate well to others including patients and carers, staff, managers and other professionals.
- Be flexible & able to adapt in allocation of work at short notice.
- Ability to work under pressure to meet deadlines, and be able to work on own initiative.
- An interest in continuing professional development.
- Positive, friendly manner.
- Ability to work unsupervised and as part of a team.
- Willingness to undertake appropriate training.
Experience
- Knowledge of confidentiality, equal opportunities and cultural sensitivity.
- Use of ICT systems including MS Office.
- Working within a healthcare setting.
- Working knowledge of EMIS and Docman or other electronic patient record systems.
- Working knowledge of coding.
- Knowledge of medical terminology.
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 (formerly known as CRB) to check for any previous criminal convictions.
£13.35 an hour increasing after 12 months.
Care Navigator employer: Darwin Medical Practice
Darwin Medical Practice is an exceptional employer, offering a supportive work culture where teamwork and patient care are at the forefront. With flexible part-time hours and opportunities for professional growth, employees can thrive in a dynamic environment while making a meaningful impact on the community in Lichfield. Join us to be part of a dedicated team that values your contributions and fosters a rewarding career in healthcare.
StudySmarter Expert Advice🤫
We think this is how you could land Care Navigator
✨Connect with the Community
Get involved in customer support communities online! Platforms like Reddit and specific Facebook groups can be goldmines for sharing opportunities and tips. You can find out about part-time roles that might not even be advertised yet — it's all about who you know!
✨Attend Local Job Fairs
Job fairs are perfect for snagging part-time gigs! Keep an eye out for local hiring events and career expos in your area. It’s a brilliant chance to meet representatives from companies like Darwin Medical Practice and show off your personality in person.
✨Boost Your Visibility
Showcase your skills in online customer support forums or by offering help on platforms like Zendesk Community. A strong online presence can catch the eyes of recruiters and hiring managers looking for genuinely passionate candidates.
✨Apply Directly Through Us!
Don’t forget, applying through our website is one of the best ways to catch our attention. Tailor your application for the part-time customer support role at Darwin Medical Practice and let us see your personality shine through!
We think you need these skills to ace Care Navigator
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, communication is key! Make sure your CV and cover letter highlight your ability to clearly convey information and resolve issues. Use examples that illustrate how you've helped customers or colleagues in the past.
Demonstrate Your Problem-Solving Abilities:Employers want to see how you tackle challenges. Include specific instances where you resolved a tough issue for a customer or improved a process. Real life scenarios are a great way to showcase your critical thinking and adaptability.
Tailor Your Application to Part-Time Work:Since this is a part-time role, be upfront about your availability in your cover letter. Highlight how you can balance work with your other commitments. It shows you're organised and committed to making the role work for both you and Darwin Medical Practice.
Get Familiar with Our Brand:Before applying, take some time to learn about Darwin Medical Practice and our approach to customer support. Mention in your cover letter why you're excited about supporting our customers specifically. It’ll show your enthusiasm and that you've done your homework!
How to prepare for a job interview at Darwin Medical Practice
✨Show Off Your Communication Skills
In customer support, being able to communicate clearly and effectively is key. During the interview, make sure to demonstrate your listening skills and your ability to explain solutions simply. Use examples from past experiences where you resolved customer issues successfully.
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like ticketing systems (think Zendesk or Freshdesk) and chat software. If you’ve used any of these in previous roles or during your studies, be ready to chat about your experiences. Showing you can hit the ground running with these tools will impress Darwin Medical Practice.
✨Highlight Your Flexibility
Since this is a part-time role, emphasise your ability to adapt to different shifts and your willingness to handle varying customer volumes. Share any experiences where you thrived in a fast-paced environment or juggled multiple tasks, which can highlight your time management skills.
✨Prepare for Scenario-Based Questions
Interviewers often love scenario-based questions in customer support roles. Be ready to tackle common customer situations, like how you'd handle an unhappy customer. Practising responses to these scenarios will showcase your problem-solving ability and customer service mindset, which Darwin Medical Practice will surely appreciate.
