Care Navigator (Medical Receptionist) in Waterlooville inWaterlooville PUBLISHED FRI 7 NOV 2025 Jump to job information section
£12.30 to £12.50 an hour
PERMANENT
Vine Medical Group ru7OQIIX
Job description
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.The working hours for this role are 25 hours per week with the following
Working pattern
:Monday13:00 - 18:30Tuesday 13:00 - 18:30Wednesday 13:00 - 18:30Friday 08:00 - 18:30To 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).You would work across 3 of our sites in Waterlooville on a rota basis (published 4 weeks in advance).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 pattern
s to suit as far as we can.We operate across four locations; the 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
Date posted
November 2025
Pay scheme
Other
Salary
£12.30 to £12.50 an hour
Contract
Permanent
Working pattern
Full-time, Part-time
Reference number
A3798-25-0Job location
sForest End SiteForest End RoadWaterloovilleHampshirePO7 7AHWaterlooville Health CentreWaterloovilleHampshirePO7 6ALVine Medical GroupLavender RoadWaterloovilleHampshirePO7 8NS
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 careBe the initial point of contact for patients accessing the practice ensuring all patients are greeted / responded in a friendly, welcoming and empathic mannerRespond 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 clinicianSupport 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 needsWhen appropriate signpost patients to other services and self-help in accordance with the protocols and policies. Seeking guidance when requiredAdvise patients of the triage outcome of their initial enquiry; communicate this to the patient in the manner they would like to receive itCommunicate 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 communicatingAccurately and efficiently process/record data on IT systems in line with practice protocols and policiesAction daily checklists/procedures including ensuring the security of the building by following all opening and closing proceduresMaintain knowledge of private services offered and take payments for theseComplete Practice urgent/routine tasks, and own tasks delegated via IT SystemsRead and action Outlook emails/MS Teams communications daily including weekly briefs and daily updatesPromote and assist patients to use the Surgery Pod in waiting rooms to accurately record patients health readingsSupport 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 appointmentsDemonstrate awareness and basic understanding of safeguarding policy and how to report concernsReport any building, maintenance, IT or equipment issues to the relevant partiesWork safely at all times in accordance with Legislative requirements and Practice Policy and Procedures
Job description
Person Specification
Experience
Essential
Experience
within a customer facing /contact role
Experience
of using IT systems within a work environmentDesirable
Experience
of working within Primary Care (or similar environment)Knowledge & SkillsEssentialGood IT skills with a working knowledge of Microsoft 365Excellent 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 communicatingAble to work well under pressure and remain calm when interacting with distressed patients or those presenting with challenging behavioursAbility to work as an effective part of team, with a focus on communicationUnderstanding of confidentialityAble to assess problems and identify solutionsHigh level of attention to detail and accuracyDesirableWorking knowledge of EMIS / medical systemsKnowledge of medical terminology
Qualifications
EssentialGCSE in English and Maths or equivalentDesirableNVQ or equivalent in Customer Service or similar
Person Specification
Experience
Essential
Qualifications
EssentialGCSE in English and Maths or equivalentDesirableNVQ or equivalent in Customer Service or similarEmployer
Details
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.The working hours for this role are 25 hours per week with the following
Working pattern
:Monday13:00 - 18:30Tuesday 13:00 - 18:30Wednesday 13:00 - 18:30Friday 08:00 - 18:30To 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).You would work across 3 of our sites in Waterlooville on a rota basis (published 4 weeks in advance).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 pattern
s to suit as far as we can.We operate across four locations; the 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
Date posted
November 2025
Pay scheme
Other
Salary
£12.30 to £12.50 an hour
Contract
Permanent
Working pattern
Full-time, Part-time
Reference number
A3798-25-0Job location
sForest End SiteForest End RoadWaterloovilleHampshirePO7 7AHWaterlooville Health CentreWaterloovilleHampshirePO7 6ALVine Medical GroupLavender RoadWaterloovilleHampshirePO7 8NS
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 careBe the initial point of contact for patients accessing the practice ensuring all patients are greeted / responded in a friendly, welcoming and empathic mannerRespond 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 clinicianSupport 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 needsWhen appropriate signpost patients to other services and self-help in accordance with the protocols and policies. Seeking guidance when requiredAdvise patients of the triage outcome of their initial enquiry; communicate this to the patient in the manner they would like to receive itCommunicate 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 communicatingAccurately and efficiently process/record data on IT systems in line with practice protocols and policiesAction daily checklists/procedures including ensuring the security of the building by following all opening and closing proceduresMaintain knowledge of private services offered and take payments for theseComplete Practice urgent/routine tasks, and own tasks delegated via IT SystemsRead and action Outlook emails/MS Teams communications daily including weekly briefs and daily updatesPromote and assist patients to use the Surgery Pod in waiting rooms to accurately record patients health readingsSupport 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 appointmentsDemonstrate awareness and basic understanding of safeguarding policy and how to report concernsReport any building, maintenance, IT or equipment issues to the relevant partiesWork safely at all times in accordance with Legislative requirements and Practice Policy and Procedures
Job description
Person Specification
Experience
Essential
Experience
within a customer facing /contact role
Experience
of using IT systems within a work environmentDesirable
Experience
of working within Primary Care (or similar environment)Knowledge & SkillsEssentialGood IT skills with a working knowledge of Microsoft 365Excellent 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 communicatingAble to work well under pressure and remain calm when interacting with distressed patients or those presenting with challenging behavioursAbility to work as an effective part of team, with a focus on communicationUnderstanding of confidentialityAble to assess problems and identify solutionsHigh level of attention to detail and accuracyDesirableWorking knowledge of EMIS / medical systemsKnowledge of medical terminology
Qualifications
EssentialGCSE in English and Maths or equivalentDesirableNVQ or equivalent in Customer Service or similar
Person Specification
Experience
Essential
Qualifications
EssentialGCSE in English and Maths or equivalentDesirableNVQ or equivalent in Customer Service or similarEmployer
Details
Not sure?
If you're interested in this role but you have questions or you're not yet ready to apply, then please book a quick call with us and we'd be happy to answer any questions you have and tell you more about the role.
If you're interested in this role but you have questions or you're not yet ready to apply, then please book a quick call with us and we'd be happy to answer any questions you have and tell you more about the role.
Requirements
See the job description for full role requirements.
Benefits
Benefits are provided by the employer and will be confirmed during your application.
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