At a Glance
- Tasks: Support patients in navigating healthcare services and provide excellent customer service.
- Company: Join Vine Medical Group, a leading practice caring for 26,000 patients.
- Benefits: Flexible working hours, competitive pay, and opportunities for career development.
- Other info: Dynamic team environment with a focus on patient care and support.
- Why this job: Make a real difference in patients' lives while gaining valuable experience.
- Qualifications: Customer service experience and strong communication skills required.
The predicted salary is between 25000 - 27000 £ per year.
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 fast-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
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 Saturday shifts per year. You would work across 3 of our sites in Waterlooville on a rota basis (published 4 weeks in advance). 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 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 of 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 communication.
- 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.
Experience
- Experience within a customer facing/contact role.
- Experience of using IT systems within a work environment.
- Experience of working within Primary Care (or similar environment).
Knowledge & Skills
- 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 a team, with a focus on communication.
- Understanding of confidentiality.
- Able to assess problems and identify solutions.
- High level of attention to detail and accuracy.
- Working knowledge of EMIS / medical systems.
- Knowledge of medical terminology.
Qualifications
- GCSE in English and Maths or equivalent.
- NVQ or equivalent in Customer Service or similar.
£12.71 an hour (Subject to pay review increase)
Care Navigator — Patient Access & Support in Denmead employer: Job Search Place Limited
Vine Medical Group is an exceptional employer, offering a supportive and family-friendly work environment that prioritises employee well-being and professional growth. With opportunities to develop skills across multiple sites in Waterlooville, our Care Navigators play a vital role in enhancing patient access while enjoying a collaborative team culture and flexible working patterns. Join us to make a meaningful impact in the community while advancing your career in healthcare.
StudySmarter Expert Advice🤫
We think this is how you could land Care Navigator — Patient Access & Support in Denmead
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Vine Medical Group. Understand their values, services, and what makes them tick. This will help you tailor your responses and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice makes perfect! Role-play common interview questions with a friend or family member. Focus on how you can demonstrate your interpersonal skills and patient-focused approach, which are key for the Care Navigator role.
✨Tip Number 3
Be yourself! During the interview, let your personality shine through. Show your caring and empathic side, as this is crucial for interacting with patients from diverse backgrounds. Remember, they want to see the real you!
✨Tip Number 4
Follow up after your interview! A quick thank-you email can go a long way. It shows your appreciation for the opportunity and reinforces your interest in the position. Plus, it keeps you fresh in their minds!
We think you need these skills to ace Care Navigator — Patient Access & Support in Denmead
Some tips for your application 🫡
Show Your Caring Side:When writing your application, make sure to highlight your caring and empathic approach. We want to see how you connect with patients and handle their needs with compassion.
Be Clear and Concise:Use clear language and keep your sentences concise. We appreciate straightforward communication, especially since you'll be interacting with a diverse range of people.
Tailor Your Experience:Make sure to tailor your application to reflect your experience in customer-facing roles. We’re looking for those who can handle queries efficiently and effectively, so share relevant examples!
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. We can’t wait to hear from you!
How to prepare for a job interview at Job Search Place Limited
✨Know Your Stuff
Before the interview, make sure you’re familiar with Vine Medical Group’s services and processes. Brush up on common medical terminology and the role of a Care Navigator. This will help you answer questions confidently and show that you’re genuinely interested in the position.
✨Showcase Your Interpersonal Skills
As a Care Navigator, you'll be interacting with a diverse range of patients. Prepare examples from your past experiences where you've demonstrated excellent communication and empathy. Think about times when you’ve helped someone in a challenging situation and how you managed to stay calm and supportive.
✨Practice Makes Perfect
Conduct mock interviews with a friend or family member. Focus on answering questions clearly and concisely, especially those related to handling patient queries and working under pressure. This will help you feel more at ease during the actual interview.
✨Ask Thoughtful Questions
At the end of the interview, don’t forget to ask insightful questions about the team dynamics, training opportunities, or how they handle challenging situations. This shows your enthusiasm for the role and helps you gauge if the practice is the right fit for you.
