Care Coordinator/Navigator in Havant

We have an opportunity to join our growing team at The Homewell Practice as a Care Coordinator-Navigator. Our practice has expanded significantly over the last four years, and with the increasing demand for GP services, we are strengthening our team to continue delivering high quality patient care.

We are recruiting one Care Coordinator-Navigator to work approximately 30 hours per week, joining our supportive and friendly practice family. We are looking for someone flexible, reliable, and committed; someone who sees this as a long term career opportunity. This role suits a person who enjoys learning, thrives in a busy environment, and takes pride in helping patients access the right care at the right time. Experience in a busy customer facing role is essential, and experience within a healthcare setting is desirable. This is a varied and fast paced role where no two days are the same. It is not a role that can be learned overnight, so we are seeking someone who is motivated by the challenge and eager to grow. Full training will be provided.

Main duties of the job

The post holder will support the smooth running of the practice by coordinating patient care, navigating individuals to the most appropriate services, and ensuring effective communication across the healthcare system. You will present a positive, friendly, and professional image to patients and visitors, whether in person or over the phone. You will help patients access the right clinician or service in a courteous, efficient, and effective manner, while supporting communication between patients, the primary care team, secondary care, and other healthcare agencies.

Key responsibilities include (but are not limited to):

• Handling incoming calls from patients and healthcare agencies
• Supporting patients to access the right service, clinician, or pathway
• Managing patient administration, including registrations, deductions, and demographic updates
• Processing clinical and administrative information from secondary care and other providers
• Completing administrative tasks as directed by clinicians and the leadership team
• Welcoming and checking in patients and visitors in a safe, polite, and efficient manner
• Helping coordinate care plans, follow up actions, and referrals
• Supporting proactive care initiatives and population health management activities

About us

The Homewell Practice is committed to delivering high quality patient care and was rated GOOD by the CQC in 2022. You'll be joining a warm, collaborative, and supportive GP practice where every team member plays a vital role in patient experience.

We offer:

• A friendly and welcoming working environment
• Membership of the NHS Pension Scheme
• Good local transport links
• A paid day off on your birthday, because we believe in recognising and celebrating our staff
• A supportive team culture where your wellbeing and development truly matter

Job responsibilities

• Communicates clearly, sensitively and effectively with patients, family members and other professionals
• Takes a proactive, problem-solving approach in helping support people to connect and access services
• Demonstrates a positive, solution-focused approach to promote independence and well-being
• Conduct calls in a polite, warm and professional manner
• Receive and make telephone calls as required. Divert calls and take messages, ensuring accuracy of detail and prompt appropriate delivery
• Identify people at risk and potentially vulnerable, using appropriate methods (as determined by local arrangements)
• Understand local referral arrangements/pathways for holistic support from a wide range of sectors
• Effective signposting to local services
• Provide timely feedback to colleagues around issues relating to access to services
• Apply skills and techniques (verbal and non-verbal) to resolve conflict, reduce distress and anger

Other Tasks:

• Share relevant information, decisions and discussions made by health and social care teams, with the patient (and carer if appropriate)
• Show initiative to re-refer a person if known to services when appropriate contact has not occurred with agreement and supervision of multidisciplinary team lead clinician

Person Specification

• Warm and empathetic communicator
• Good telephone manner and keyboard skills
• The ability to listen and follow instruction
• Problem solving
• Interpersonal skills
• Medical Terminology
• Ability to be flexible, use your own initiative and manage your own time effectively to ensure that all tasks are completed within the required timescales
• Used to working under pressure and to tight deadlines with multiple stakeholders
• Confident, organised and able to make decisions quickly

Experience

• Practical experience of working as part of a team
• Experience of General Practice
• Experience using the ANIMA platform
• Experience of IT within a medical environment
• Knowledge of how to collate and analyse data