Job summary
Vine Medical Group is recruiting for a part time Care Navigator 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 face-paced, and sometimes
challenging environment.
This
is a part time role of 25.5 hours per week. With a working pattern as follows:
Monday 08:00-18:30
Wednesday 08:00-13:00
Thursday 13:00-18:30
Friday 13:00-18:30
To ensure enhanced patient access to the practice there would be a small requirement to work a Saturday shift (around 1-2 Saturdays shifts per year).
Please note that we reserve the right to close applications
for this vacancy early if there is a high volume of applications.
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 26,500
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, Health
Centre, Westbrook 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 description
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 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 communicating
- 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
Job description
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 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 communicating
- 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
Person Specification
Experience
Essential
- Experience within a customer facing /contact role
- Experience of using IT systems within a work environment
Desirable
- Experience of working within Primary Care (or similar environment)
Qualifications
Essential
- GCSE in English and Maths or equivalent
Desirable
- NVQ or equivalent in Customer Service or similar
Knowledge & Skills
Essential
- 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 team, with a focus on communication
- Understanding of confidentiality
- Able to assess problems and identify solutions
- High level of attention to detail and accuracy
Desirable
- Working knowledge of EMIS / medical systems
- Knowledge of medical terminology
Person Specification
Experience
Essential
- Experience within a customer facing /contact role
- Experience of using IT systems within a work environment
Desirable
- Experience of working within Primary Care (or similar environment)
Qualifications
Essential
- GCSE in English and Maths or equivalent
Desirable
- NVQ or equivalent in Customer Service or similar
Knowledge & Skills
Essential
- 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 team, with a focus on communication
- Understanding of confidentiality
- Able to assess problems and identify solutions
- High level of attention to detail and accuracy
Desirable
- Working knowledge of EMIS / medical systems
- Knowledge of medical terminology