At a Glance
- Tasks: Provide excellent customer service and handle care navigation calls for GP practices.
- Company: Join Primary Care 24, a supportive healthcare provider in Liverpool.
- Benefits: Competitive salary, generous leave, NHS pension, and wellbeing support.
- Other info: Flexible working environment with opportunities for professional growth.
- Why this job: Make a real difference in patient care while developing your skills.
- Qualifications: Strong communication skills and experience in call handling preferred.
The predicted salary is between 25499 - 25499 £ per year.
Primary Care 24 (PC24) is recruiting a Care Navigator – Performance to provide excellent customer service and call handling on behalf of PC24 GP practices. This is a full‑time, fixed‑term contract (37.5 hours per week, Monday‑Friday) until 30 September. Salary: £25,499.00 per annum (pro‑rated). Location: Primary Care Hub, Sefton Street, Liverpool.
Responsibilities
- Handle care navigation calls for PC24 practices following PC24 processes and procedures.
- Conduct outbound calls, administer basic questionnaires, and arrange patient appointments.
- Ensure effective communication to direct calls to the most appropriate clinician or service.
- Identify and escalate emergency callers to appropriate ambulance services.
- Request basic investigations (e.g., blood tests) as instructed by healthcare professionals.
- Provide support to the wider primary care team and act on follow‑up calls to other services.
- Offer operational support to on‑site practice and clinical teams.
- Record all essential information accurately in EMIS Web system processes.
- Liaise with other services to forward instructions from the clinical team and log all information.
- Respond to circumstances with a positive and flexible approach.
- Understand local referral arrangements/pathways for holistic support from a wide range of sectors.
- Ensure patient confidentiality at all times.
- Adhere to PC24 standard operating procedures.
- Demonstrate patience, empathy and compassion via telephone.
Requirements
- Excellent verbal and written communication skills.
- Flexibility to work as a team and independently across all PC24 sites, as requested.
- Public health knowledge and experience of care navigation within QOF.
- Great IT skills, including Microsoft Office; experience of EMIS is desirable.
- Previous experience in a call‑handling position.
Benefits
- £25,499.00 per annum (pro‑rated).
- 27 days annual leave pro‑rated (previous NHS service leave taken into account).
- NHS pension scheme.
- Car fleet & home electronics schemes.
- Cycle to work scheme.
- Eligible to apply for blue light card.
- Colleague wellbeing package – doctor line, Westfield rewards, wellbeing support and gym discounts.
- Professional development opportunities.
Care Navigator - Performance in Liverpool employer: Primary Care 24
Primary Care 24 (PC24) is an exceptional employer that prioritises employee wellbeing and professional growth, offering a supportive work culture in the heart of Liverpool. As a Care Navigator – Performance, you will benefit from a competitive salary, generous annual leave, and access to various wellbeing initiatives, all while contributing to meaningful patient care within a collaborative team environment. With opportunities for development and a commitment to flexible working, PC24 stands out as a rewarding place to build your career in healthcare.
StudySmarter Expert Advice🤫
We think this is how you could land Care Navigator - Performance in Liverpool
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Primary Care 24. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Primary Care 24 before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Care Navigator - Performance in Liverpool
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Primary Care 24:Your cover letter is your chance to shine! Tell us why you want to work at Primary Care 24 specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Primary Care 24!
How to prepare for a job interview at Primary Care 24
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
