Care Navigator Apprenticeship

Addington Road Surgery is looking for a friendly, organised Care Navigator to join our reception team. You'll be a first point of contact for patients, helping them access the right care, in the right place, at the right time. We’re part of a wider Primary Care Network and pride ourselves on being a supportive, friendly place to work.

What you'll do at work

• Greet patients face-to-face, by phone, and online, providing a professional and compassionate first point of contact
• Book, amend, and cancel appointments and home visits
• Triage alongside a Clinician
• Assess patient needs and signpost to the most appropriate healthcare professional or service (GP, nurse, pharmacy, social prescribing)
• Process prescription requests and handle general enquiries
• Maintain accurate patient records using EMIS / SystmOne
• Support the wider practice team with day-to-day administrative tasks

Where you'll work

77 ADDINGTON ROAD
WEST WICKHAM
BR4 9BG

Training

Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.

Training provider
NORTHWEST EDUCATION AND TRAINING LIMITED

Training course
Customer service specialist (level 3)

Understanding apprenticeship levels (opens in new tab)

What you'll learn

Course contents

• Business focused service delivery
  • Demonstrate a continuous improvement and future-focused approach to customer service delivery including decision making and providing recommendations or advice
  • Resolve complex issues by being able to choose from and successfully apply a wide range of approaches
  • Find solutions that meet your organisation’s needs as well as the customer requirements
• Providing a positive customer experience
  • Through advanced questioning, listening, and summarising, negotiate mutually beneficial outcomes
  • Manage challenging and complicated situations within your level of authority and make recommendations to enable and deliver change to service or strategy
  • Use clear explanations, provide options and solutions to influence and help customers make choices and agree next steps
  • Explore and interpret the customer experience to inform and influence achieving a positive result for customer satisfaction
  • Demonstrate a cost-conscious mindset when meeting customer and the business needs
  • Identifying where highs and lows of the customer journey produce a range of emotions in the customer
  • Use written and verbal communication to simplify and provide complex information in a way that supports positive customer outcome in the relevant format
• Working with customers/customer insights
  • Proactively gather customer feedback, through a variety of methods. Critically analyse, and evaluate the meaning, implication, and facts and act upon it
  • Analyse your customer types, to identify or anticipate their potential needs and expectations when providing your service
• Customer Service performance
  • Maintain a positive relationship even when you are unable to deliver the customer’s expected outcome
  • When managing referrals or escalations, take into account historical interactions and challenges to determine next steps
• Service Improvement
  • Analyse the end-to-end service experience, seeking input from others where required, supporting development of solutions
  • Make recommendations based on your findings to enable improvement
  • Make recommendations and implement, where possible, changes in line with new and relevant legislation, regulations, and industry best practice