Care Navigator

Newhall Surgery is looking for a motivated, empathetic, customer service orientated person to join our busy Care Navigation Team. The post holder will have a positive attitude, good listening and communication skills and be a team player. Previous primary care or customer based service experience is essential. This is a varied role and much of the work undertaken will be of a highly confidential and sensitive nature. Part time hours are offered, however, the successful candidate would need to be available to work the afternoon shifts as necessary with daily working hours between 8.00am and 6.30pm. The hours required are 30 per week, the working pattern to be agreed with the successful candidate.

Main duties of the job

• The post holder will work within our busy Care Navigation Team answering the telephone, dealing with patient enquiries, booking appointments, undertaking tasks for our clinical teams, signposting patients to internal and external services and generally providing a high standard of patient liaison.
• The post holder will be able to demonstrate excellent verbal and written communication skills, be able to organise and prioritise a busy workload and work to tight deadlines whilst maintaining confidentiality and demonstrating tact and diplomacy.
• Attention to detail is of paramount importance as there will be a high level of contact with patients and their individual data. Some data will be of a highly sensitive nature.
• The post holder will need to be able to work within and understand the importance of policies and procedures around patient information, data sharing, information governance and confidentiality.

Please be aware that this job is demanding. You will be dealing with patients who are ill and potentially stressed. You will be their first port of call. Empathy and understanding with a willingness to help provide a solution following Practice Protocols is the key to this very important role.

About us

Newhall Surgery has a list size of approximately 11,200 patients. We have an active Patient Participation Group and endeavour to liaise well within the local community. We are active on Facebook and have good patient reviews. Our clinical staff consists of four Partners, six GP's, two registrars, GP Trainees, an Advanced Clinical Practitioner, a Nursing Team of four, two Clinical Pharmacists, two Care Coordinators and a GP Assistant. We also have committed and professional management, administrative, secretarial and care navigation teams. We are a friendly Practice who believe that communication, team working, well-being and learning are vital to the success of our organisation. We have four 'get togethers' per year to help support our internal communication processes and the feeling of 'family' within the organisation. The Partners are very supportive of staff and place a high value on their learning and development.

Job responsibilities

Please see the attached Job Description and Person Specification for full details of the Care Navigator role.

Person Specification

• Experience: Working with the general public in a customer service role; Understanding of medical terminology; Working in a NHS / primary care environment.
• Qualifications: Good standard of education with literacy and numeracy skills.
• Skills: Ability to prioritise, delegate and work to tight deadlines in a fast-paced environment.
• Personal Qualities: Polite and confident; Flexible and cooperative; Excellent interpersonal skills; Motivated and proactive; Ability to use initiative and judgement; High levels of integrity and loyalty; Sensitive and empathetic in distressing situations; Ability to work under pressure; Flexibility to work outside of core office hours.

Disclosure and Barring Service Check

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.