Job Title

The Care Navigator will be the first point of contact for patients at the surgery. The role is to optimise the patient's journey and serve as an ambassador for the practice. The post holder's purpose is to ensure that patients' presenting issues are managed appropriately and that they are up-to-date with their routine appointments. This role involves telephone triage as well as walk-in appointments presented at the surgery reception. Main duties of the jobProvide clear, concise information to patients, understanding the importance of discretion and confidentiality. Demonstrate good communication skills and maintain a calm manner. Be able to put patients at ease quickly and give them space and time to explain their needs. After appropriate training, employ a variety of questioning techniques to develop a full understanding of the patient's problem. Identify potentially serious problems and escalate them to the appropriate clinician, such as a GP or triage Nurse Practitioner. For less serious issues, negotiate with the patient to identify the most suitable professional to see them. Build strong relationships with team members, clinicians, and healthcare professionals within the practice to use resources appropriately. Develop and maintain in-depth knowledge of the services provided in the practice and the wider community, guiding patients to the most suitable service inside or outside the practice. Distinguish real priorities from unnecessary panic, reassure patients, and manage situations assertively without being domineering. About usGreen Valleys Health comprises merged practices including Leap Valley Surgery, Emersons Green, and Abbotswood, serving 20,000 patients. Our team includes 3 Partners and 9 salaried GPs. We are committed, empathetic, and compassionate clinical and non-clinical staff. Job responsibilitiesThe Care Navigator will be the first contact point for patients at the surgery, aiming to optimise their journey and act as an ambassador. The role involves managing presenting issues appropriately and ensuring patients are current with routine appointments. This includes telephone triage and walk-in appointments at reception. Shift 1: Wednesday 12:30-18:30, Thursday/Friday 07:45-18:30. Shift 2: Thursday and Friday 07:45-18:30. Person SpecificationQualificationsIdeally A-Level or equivalent experience. Knowledge of NHS services and community healthcare. Experience in public-facing roles, especially within NHS settings. ExperienceExperience in customer service or health sectors across multiple functions. Experience in process improvement and customer service enhancement. Proven ability to communicate empathetically with the public. Strong analytical and influencing skills. Excellent communication and relationship management skills. Logical thinker capable of rational decision-making. Able to develop a network of contacts. Flexible team player who values teamwork and task completion. Ability to assess patient situations and judge desired outcomes. IT skills. Disclosure and Barring Service CheckThis post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975. A Disclosure check will be required to reveal any criminal convictions.#J-18808-Ljbffr