Patient Navigator

Role: Patient Navigator

Town and Site: The Harborne Hospital, Birmingham

Full time: 37.5 Hours per week, Monday to Friday (occasional Saturday at an overtime pay rate

Permanent

Salary: Competitive experience + Benefits (pension, health cover, flexible benefits and excellent career development)

We're looking for a Patient Navigator to join our Patient Access team based at The Harborne Hospital. This is your opportunity to become a vital part of the UK's largest private healthcare provider. Candidates with a background in customer-facing roles (such as hospitality, private healthcare and retail) are encouraged to apply. Your interpersonal skills, positive attitude, and customer service experience will be invaluable in delivering 5-star patient experiences.

As a Patient Navigator, you will help to facilitate a seamless patient journey through the hospital by carrying out a comprehensive range of administrative services in a busy environment. You will build positive relationships with patients, colleagues and other stakeholders by providing a high level of personalised customer service.

What you'll do:

• Ensure the necessary preparation is completed ahead of time for all patient arrivals to enable the Patient Access Service to run smoothly.
• Ensure the hospital's lobby and patient waiting areas are tidy and well-presented at all times
• Welcome patients and visitors with a friendly and professional demeanour, ensuring they feel supported, nurtured and valued from the moment they arrive.
• Personalise the experience for each patient by using their name and, where possible, accommodating their individual needs and preferences.
• Complete the registration process accurately to reflect the hospital medical record in a timely and efficient manner, ensuring all relevant patient documents are signed and scanned to the patient account, respecting the privacy of patients, and politely explaining the need for any actions.
• Direct patients to the waiting area, escorting them and ensuring they are comfortable.
• Keep patients informed of the status of their appointment, apologising if there are any delays. Addressing queries, and providing clear communication.
• At the end of patient visits, ensure they are thanked for using the hospital, asked if they need further assistance, request for feedback on their experience, and given a warm and genuine farewell.
• Respond promptly to any patient or third-party requests, demonstrating empathy and understanding in every interaction.
• Coordinate and facilitate all patient bookings where applicable and support the patient with their onward journey.

What you'll bring:

• Previous administrative experience in a customer-facing role.
• Strong interpersonal and communication skills, with a positive and flexible attitude and the ability to empathise with patients and visitors.
• Excellent customer care skills, ensuring each patient's journey is seamless and compassionate.
• Ability to remain calm and professional under pressure while managing multiple tasks.

Why HCA UK?

Originally founded over 50 years ago by Dr Thomas Frist, HCA has gone on to become one of the world's leading healthcare providers. In the UK, we're one of the largest providers of privately funded healthcare and have invested over £500 million in the latest treatments, technology, techniques, medication and facilities. Being part of a large multisite, established healthcare group we can offer you unrivalled opportunities for career progression through internal and external courses, as well as working conditions that prioritise both your mental and physical wellbeing.

We believe that by caring for our employees, we empower them to provide exceptional care for our patients. That's why we offer a host of flexible benefits that reflect the invaluable contribution they make every day. As an Deputy Hotel Services Manager you'll be eligible for:

• For 40 hours full time contracts, 264 hours holiday each year (inclusive of bank holidays) increasing with service, with option to buy or sell leave to suit you. This is pro-rata for part time contracts.
• Private Healthcare Insurance for treatment at our leading hospitals
• Private pension contribution which increases with length of service
• Season Ticket Loan and Cycle to Work scheme
• Group Life Assurance from day one
• Critical illness cover
• Enhanced Maternity and Paternity pay
• Corporate staff discount for all facilities including Maternity packages at The Portland
• Comprehensive range of flexible health, protection and lifestyle benefits to suit you
• Discounts with over 800 major retailers
• Access to wellbeing support tools, through our thrive 365 channels, onsite mental health first aiders, and free counselling up to 6 sessions per annum
• Paid Indemnity

How we can support your development:

• As Doctor with us you'll have access to a dedicated study budget and study leave for courses relevant to your specialty
• We can also offer you access to a comprehensive learning academy where you can enrol on courses or Harvard Business Course case review forums
• If you'd like to develop further, we're able to offer grants and sponsorship for research, as well as funding for personal development through courses such as the 'Executive Masters in Medical Leadership' in partnership with Bayes Business School, or other courses such as MBA's or PhDs
• Should you wish, you can also work closely with globally recognised professors and medical mentors to help produce publications papers or research documents

Culture and values

At HCA UK we believe exceptional care starts with our people. We celebrate the unique perspectives and different experiences each of us bring as we know that when you feel seen, heard and supported you can be at your best for our patients, and each other.

Our mission is simple, above all else we're committed to the care and improvement of human life, a clear statement that extends to both our patients and colleagues. To achieve this, we live and breathe four core values:

• Unique and Individual: We recognise and value everyone as unique and individual
• Kindness and compassion: We treat people with kindness and compassion
• Honesty, integrity and fairness: - We act with absolute honesty, integrity and fairness
• Loyalty, respect and dignity: We trust and treat one another as valued members of the HCA UK family with loyalty, respect and dignity

Reasonable adjustments

We believe everyone should feel comfortable to bring their full self to work and be afforded the same opportunities. As a Disability Confident committed organisation, we're happy to discuss flexible working arrangements to suit your needs as well as offer reasonable adjustments throughout our recruitment process, and in the workplace, to anyone that needs them.

International candidates

HCA Healthcare UK hold a Tier 2 sponsorship licence which permits us to be able to recruit the best talent in the UK as well as overseas. The license allows us to support General Visas as well as the Intra-company Transfer Visa for candidates that meet the specific role requirements. Your recruiter will be able to discuss whether this would be applicable to you during the application process, as well as running through any potential financial support with relocation.

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