Call Handler/ Care Navigator

2 days ago

Chatham, United Kingdom Maritime Health Partnership Full time

Call Handler/ Care Navigator

This is an excellent opportunity to be part of the evolution of the future of Primary Care as we escape from the world of the traditional GP surgery receptionist and aspire to embrace new more ambitious Care Navigator role that recognises the diversity of the wider multi-disciplinary team in General Practice and can identify and steer patients to the best person to manage their health or care needs.

As a Care Navigator you will be the first point of contact for patients requiring an appointment at one of our Primary Care Centres in Medway, Kent.

As a key member of the first contact team, you will work in a new dedicated call HUB facility, answer calls, book appointments using EMIS web and provide a prompt, courteous service to all patients and members of the clinical team to ensure that the patient receives a first class and seamless service. You will also provide general assistance to the Practice team and project a positive and friendly image to patients and other visitors, either in person or via the telephone.

You will require:

- Ability to communicate professionally and in friendly person centred way.
- Good listening skills, compassion and empathy.
- Willing to connect with people and arrange their care however complex.
- Ability to respond sensitively to people from different backgrounds, cultures and in challenging situations,
- Ability to work independently as well as part of a team
- Ability to prioritise workload and exercise judgement when dealing with patient enquiries/problems

It is important that you can stay calm under pressure and work well within a highly focused operation and be prepared to be a flexible member of a busy team.

Ensuring patient experience is the best that it can be, is an essential requirement of the role as you will often be the first point of contact at the Practice and services that we deliver on behalf of the wider Primary Care Network including COVID Vaccination.

Previous experience of working within a GP surgery, including some knowledge of EMIS web, clinical appointment and records system will be an advantage although not essential.

Full time or Part Time availability. Working hours will be 08:00 - 16:30 or 10:00 - 18:30

Schedule:

- Day shift

Ability to commute/relocate:

- Chatham, ME4 3EP: reliably commute or plan to relocate before starting work (required)

**Education**:

- GCSE or equivalent (preferred)

**Experience**:

- customer service: 1 year (preferred)
- EMIS: 1 year (preferred)
- Reception/ Call Handling: 1 year (preferred)

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