Job summary As a care navigator for the Special Allocation Scheme (SAS) you are the first point of contact for our vulnerable SAS patients. Patients in this service have tailored services provided for them, which cannot be provided for by their local practice. The Care Navigators role will be to be available to these patients during working hours for them to access primary care services for their health needs. Main duties of the job Working as an integral part of the administration team, your role is to be accountable for the efficient handling of inbound patient calls and management of all administration tasks, helping to deliver a respectful and caring service to our Special Allocation Scheme Patients, and providing back up support for the clinical team. About us PHL Group was founded in 2009 by a team of commercial partners and experienced General Practitioners with a clear vision of providing services that would contribute to and benefit the local healthcare economy. PHL (formerly known as Hampshire Doctors on Call) runs Integrated Urgent Care, which evolved from the former Out of Hours model, for localities in Hampshire and the Isle of Wight. All of the core services which look after patients with an urgent healthcare need are joined up together, and PHL work closely with system partners such as South Central Ambulance Service. The services we operate include call handling, telephone clinical assessment, out of hours home visiting services and some face-to-face Primary Care appointments services in Hampshire. In 2021 a newly formed Healthcare Division was created and incorporates PHLs Urgent Care, Primary Care and Youla Care Concierge Services. The new division combines PHL's healthcare operations into one team and utilises internal and external resources efficiently to achieve our organisations vision: to be an innovative healthcare enabler, known for providing a range of high-quality care. PHL Group aims to assist candidates with their transition into a career in the thriving and fast-paced private healthcare industry. We are looking for talented individuals that want to join us on our journey to becoming the fastest growing, most trusted healthcare organisation. Date posted 10 February 2025 Pay scheme Other Salary £12.70 an hour Contract Permanent Working pattern Part-time Reference number E0062-25-0008 Job locations Onyx 12 Little Park Farm Road Fareham Hampshire PO15 5TD Job description Job responsibilities Answer the telephone promptly and deal with enquiries in a helpful and courteous manner, being aware of the need to maintain confidentiality at all times. Monitor the electronic SAS booking system and liaise with the contract manager with any workload concerns. Deal with patient queries concerns with empathy and professionalism at all times, raising any Safeguarding concerns to the contract manager. Communicate with Service Lead GP regularly with regards to the management of patients. Manage expectations of the patients on the telephone in line with Service policies, being able to provide firm yet fair responses to challenging patients in line with these policies. To process all repeat medication requests, liaise with patients and pharmacists regarding queries and requests. Task the GPs with Acute prescription requests. Ensure repeat medication is issued in line with protocols that are in place and ensure that any queries raised are dealt with quickly and correctly. Dealing with referrals via Email, Ardens and ERS. Chasing appointments when necessary. Working to our operating procedures and educating others to do the same. Complete Datix investigations as requested. Action and close issues logged by the operations team. Ensure that all Administration tasks are completed within set service levels, report any non-compliance to the contract manager. Ensure all complaints are logged and acknowledged in accordance within the set timeframes, from time to time you may be required to assist with investigating Complaints. To adhere key performance indicators (KPIs) as set out by the business. Ensure mandatory training is kept up to date in line with PHL policies and procedures. To provide cover if and when required should the service require it. Job description Job responsibilities Answer the telephone promptly and deal with enquiries in a helpful and courteous manner, being aware of the need to maintain confidentiality at all times. Monitor the electronic SAS booking system and liaise with the contract manager with any workload concerns. Deal with patient queries concerns with empathy and professionalism at all times, raising any Safeguarding concerns to the contract manager. Communicate with Service Lead GP regularly with regards to the management of patients. Manage expectations of the patients on the telephone in line with Service policies, being able to provide firm yet fair responses to challenging patients in line with these policies. To process all repeat medication requests, liaise with patients and pharmacists regarding queries and requests. Task the GPs with Acute prescription requests. Ensure repeat medication is issued in line with protocols that are in place and ensure that any queries raised are dealt with quickly and correctly. Dealing with referrals via Email, Ardens and ERS. Chasing appointments when necessary. Working to our operating procedures and educating others to do the same. Complete Datix investigations as requested. Action and close issues logged by the operations team. Ensure that all Administration tasks are completed within set service levels, report any non-compliance to the contract manager. Ensure all complaints are logged and acknowledged in accordance within the set timeframes, from time to time you may be required to assist with investigating Complaints. To adhere key performance indicators (KPIs) as set out by the business. Ensure mandatory training is kept up to date in line with PHL policies and procedures. To provide cover if and when required should the service require it. Person Specification Experience Essential Previous experience in a Customer Service role is essential. Ability to deal with challenging behaviour while remaining calm and professional at all times and understanding when to tackle and when to escalate incidents as they occur is essential. The patients on this service can at times demonstrate threatening or abusive language, which is not tolerated. Being able to handle such instances in a calm, considerate, yet authoritative manner is critical to the role. Ability to communicate effectively and demonstrate empathy when dealing with patients and clinical staff including those from different backgrounds. The ability to work under pressure as an individual and a key team member when required. Be able to apply solutions as well as identify problems is essential. High levels of communication and the ability to flex the style are essential to maintain effective links with senior management, peers and patients. The ability to meet and maintain set standards and work to deadlines. Excellent attention to detail. Proficiency in Microsoft Office package (word, excel) is vital. Desirable Be able to prioritise activities Person Specification Experience Essential Previous experience in a Customer Service role is essential. Ability to deal with challenging behaviour while remaining calm and professional at all times and understanding when to tackle and when to escalate incidents as they occur is essential. The patients on this service can at times demonstrate threatening or abusive language, which is not tolerated. Being able to handle such instances in a calm, considerate, yet authoritative manner is critical to the role. Ability to communicate effectively and demonstrate empathy when dealing with patients and clinical staff including those from different backgrounds. The ability to work under pressure as an individual and a key team member when required. Be able to apply solutions as well as identify problems is essential. High levels of communication and the ability to flex the style are essential to maintain effective links with senior management, peers and patients. The ability to meet and maintain set standards and work to deadlines. Excellent attention to detail. Proficiency in Microsoft Office package (word, excel) is vital. Desirable Be able to prioritise activities Disclosure and Barring Service Check This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions. Employer details Employer name Partnering Health Ltd Address Onyx 12 Little Park Farm Road Fareham Hampshire PO15 5TD Employer's website https://www.phlgroup.co.uk/ (Opens in a new tab)