Overview
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.
We are looking for a new team member to work 30 hours per week, to work one of the following working patterns:
* Monday 13:00 - 18:30
* Tuesday 08:00 - 18:30
* Wednesday 13:00 - 18:30
* Friday 08:00 - 18:30
Or an alternative pattern of:
* Monday 08:00 - 18:30
* Wednesday 13:00 - 18:30
* Thursday 13:00 - 18:30
* Friday 08:00 - 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.
Details
Job locations: Forest End Site, Forest End Road, Waterlooville, Hampshire, PO7 7AH; Waterlooville Health Centre, Waterlooville, Hampshire, PO7 6AL; Vine Medical Group, Lavender Road, Waterlooville, Hampshire, PO7 8NS
Date posted: 10 September 2025
Pay scheme: Other
Salary: £12.21 an hour Subject to upcoming internal pay review increase
Contract: Permanent
Working pattern: Part-time
Reference number: A3798-25-0027
Employer details: Vine Medical Group, Forest End Site, Forest End Road, Waterlooville, Hampshire, PO7 7AH
Employer's website: https://vinemedicalgroup.co.uk/
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.
* 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. Liaise with Practice Teams and other service providers to support the smooth running of Practice services and in emergency situations.
* 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 of 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. Seek 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.
* Follow 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.
About us
Vine Medical Group is one of the largest practices in the locality. We care for around 26,500 patients across 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: Forest End, Waterlooville Health Centre, Aintree Drive 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.
Details include: Job location options, salary, hours, and structure as listed above. This section retains only information relevant to applicants and does not introduce new content.
Qualifications & Experience
Experience
* Experience within a customer facing / contact role
* Experience of using IT systems within a work environment
Knowledge & Skills
* Good IT skills with a working knowledge of Microsoft 365
* Excellent communication skills, able to engage with a diverse range of people and adapt communication methods as needed
* Able to work well under pressure and remain calm with distressed patients
* Ability to work as part of a team, with a focus on communication
* Understanding of confidentiality
* Able to assess problems and identify solutions
* High level of attention to detail and accuracy
Qualifications
* GCSE in English and Maths or equivalent
* NVQ or equivalent in Customer Service or similar (Desirable)
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