Job summary
The Care Navigation
Team Leader will be responsible for leading, motivating and supporting the Care
Navigation team to be proficient in their role.
To act as a point of
liaison for operational tasks and ensure all processes operate efficiently and
in a timely manner, through a process of continuous improvement while working
collaboratively with the Contact Centre Manager and Service Delivery Manager.
To ensure we are
providing excellence in patient care at all times
To ensure performance
is monitored and KPIs collated and reported on
Main duties of the job
Responsible for day
to day organisational and Care Navigation practices within the team.
To provide
management support for the wider success of the Care Navigation team. Ensure
practice protocols are consistent and to a high standard, monitoring and
improving quality standards of all Care Navigation tasks.
Ensuring Care
Navigation main duties by the team are carried out to include signposting our
patients to the most appropriate clinician, document correspondence accurately,
completing prescriptions within the leads time window, all admin work streams
are completed, achieving the KPI
About us
SHP
are a Solihull based partnership looking after over 56,000 patients and
operating out of 7 sites. This role provides an opportunity to join a large
forward thinking organisation whose vision is to be the most respected Primary
Care provider in the West Midlands.
Through
our centralised back-office functions, our systems are organised so we can
concentrate on healthcare and not administration. Our practices place great
value on teaching, training and mentorship within the team.
SHP Vision Statement: To provide person-centred care at the heart
of the community.
Mission Statement:
Solihull Healthcare Partnership aims to
be the provider of choice in delivering holistic care to our neighbourhood.
Honest - We practice and encourage open and honest
communication, acting with integrity in all that we do.
Excellence - We strive to achieve the highest
standards in the care we deliver
and enable our team to create an
environment that encourages excellence.
Accountable - We take personal and collective
responsibility for our actions and the way we deliver care.
Respectful - We engage with our team, our patients
and our community with respect, providing kind and compassionate person-centred
care.
Transformational - We are committed to continually improving our standards, working with
the community, being responsive and adapting to the changing needs of the
neighbourhood
Job description
Job responsibilities
To monitor
performance and quality management and collate, analyse, interpret and
communicate departmental key performance indicators (KPIs)
To act as the
main point of contact in highlighting and resolving problems and making
judgements on staffing, workload and any Care Navigation issues as appropriate.
To assist in the
recruitment process as directed by the Contact Centre Manager.
To induct and
train new members of the department and monitor progress.
Mentor all
members of the team, share your knowledge and have responsibility for their
development and training needs. This includes delivery of workshops
and regular training updates.
To monitor
progress and performance of the team. Carry out all regular review meetings,
including probationary, monthly and quarterly reviews ensuring the team and
wellbeing are maintained.
Manage
and communicate rotas giving Care Navigators adequate notice of their required
shift rota
To monitor and
report on sickness absence, resolve conflict and distress situations as
necessary
Conduct and
document return to work interviews highlighting and progressing the appropriate
next stage as and when necessary.
Co-ordinate and
manage all leave for the team, ensuring appropriate cover is available. Ensure
all colleagues have a meaningful break planned whilst ensuring the operational
focus remains on the organisation
To work alongside
clinical and non-clinical stakeholders across all sites to ensure care
navigators are continually upskilled
To provide
support to the Contact Centre Manager and Service Delivery Manager where
required
Guide, coach and
lead your team with integrity and professionalism.
To professionally
represent the team at meetings and groups as delegated by the Contact Centre
Manager.
To participate in
projects, training etc. as directed by the Contact Centre Manager
To maintain
confidentiality & GDPR protocols at all times
To be committed
to your own CPD & the wider team
Job description
Job responsibilities
To monitor
performance and quality management and collate, analyse, interpret and
communicate departmental key performance indicators (KPIs)
To act as the
main point of contact in highlighting and resolving problems and making
judgements on staffing, workload and any Care Navigation issues as appropriate.
To assist in the
recruitment process as directed by the Contact Centre Manager.
To induct and
train new members of the department and monitor progress.
Mentor all
members of the team, share your knowledge and have responsibility for their
development and training needs. This includes delivery of workshops
and regular training updates.
To monitor
progress and performance of the team. Carry out all regular review meetings,
including probationary, monthly and quarterly reviews ensuring the team and
wellbeing are maintained.
Manage
and communicate rotas giving Care Navigators adequate notice of their required
shift rota
To monitor and
report on sickness absence, resolve conflict and distress situations as
necessary
Conduct and
document return to work interviews highlighting and progressing the appropriate
next stage as and when necessary.
Co-ordinate and
manage all leave for the team, ensuring appropriate cover is available. Ensure
all colleagues have a meaningful break planned whilst ensuring the operational
focus remains on the organisation
To work alongside
clinical and non-clinical stakeholders across all sites to ensure care
navigators are continually upskilled
To provide
support to the Contact Centre Manager and Service Delivery Manager where
required
Guide, coach and
lead your team with integrity and professionalism.
To professionally
represent the team at meetings and groups as delegated by the Contact Centre
Manager.
To participate in
projects, training etc. as directed by the Contact Centre Manager
To maintain
confidentiality & GDPR protocols at all times
To be committed
to your own CPD & the wider team
Person Specification
Qualifications
Essential
Experience
Essential
- Line management experience
- Planning and prioritising own work and that of others
- Able to work independently and as part of a team and instigate and keep to deadlines
- Willingness to embrace new ways of working
Desirable
- Knowledge of Primary Care sector and Care Navigation process
Knowledge and Skills
Essential
- Strong, effective verbal and written communication skills
- Exceptional organisational skills
- Good time management
- Good influencing and negotiation skills
- Maintains confidentiality
- Personable and able to manage communication at all levels
- Ability to problem solve whilst working under pressure and to tight timescales
- Evidence of good assessment and decision-making skills
- Awareness and commitment to follow information governance policies and procedures
- Flexibility to meet the needs of the business
- Able to travel to all SHP sites
- DBS required
Person Specification
Qualifications
Essential
Experience
Essential
- Line management experience
- Planning and prioritising own work and that of others
- Able to work independently and as part of a team and instigate and keep to deadlines
- Willingness to embrace new ways of working
Desirable
- Knowledge of Primary Care sector and Care Navigation process
Knowledge and Skills
Essential
- Strong, effective verbal and written communication skills
- Exceptional organisational skills
- Good time management
- Good influencing and negotiation skills
- Maintains confidentiality
- Personable and able to manage communication at all levels
- Ability to problem solve whilst working under pressure and to tight timescales
- Evidence of good assessment and decision-making skills
- Awareness and commitment to follow information governance policies and procedures
- Flexibility to meet the needs of the business
- Able to travel to all SHP sites
- DBS required
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.
