Job Introduction
Do you have customer service and administration experience? We are looking for Care Navigators who will provide excellent customer service to patients, carers, healthcare professionals and other services to join our bank team.
What will I be doing?
You will provide care navigation call handling duties on behalf of PC24's GP practices in line with processes and procedures. Through effective communication, you will ensure that all calls are directed to the most appropriate clinician and/or service, identifying and escalating any emergency callers to appropriate ambulance services. You will also provide support to the wider primary care team and action and follow up calls to other services as required. Other duties include:
- Providing operational support to the onsite practice team and clinical team
- Recording all essential information in a concise and accurate manner using EMIS Web system processes.
- Liaising with other services to request any instructions given by the clinical team, ensuring all information is logged.
- Responding to circumstances with a positive and flexible approach as well as adopting a caring and compassionate manner.
- Understanding local referral arrangements/pathways for holistic support from a wide range of sectors.
- Ensuring patient confidentiality at all times.
- Being familiar and adhering to PC24 Standard Operating Procedures
- Being patient-focused, showing patience, empathy and compassion on the telephone.
What do I need?
- Excellent verbal and written communication skills.
- Flexibility to work as a team and independently.
- Great IT skills including all Microsoft packages - experience of EMIS is also desirable.
- Previous experience in a call handling position.
About Us
Primary Care 24 (PC24) is a not-for-profit social enterprise established in 1990, delivering NHS contracts exclusively. The majority of our surplus is reinvested in patients and staff. We believe that primary healthcare should be accessible for everyone and are committed to delivering the best quality care we can, challenging social exclusion and working locally, where and when we can, to support our communities. We combine the best of the NHS with social enterprise innovation, developing solutions for NHS primary care and caring for our clinicians so that they can, in turn, care for our patients.
What's on Offer?
- £11.55 per hour
- Bank Worker Agreement where you can view and select the shifts that suit you
- NHS Pension Scheme
- Eligibility to apply for the blue Light card