Care Navigation Lead

Job description

Job responsibilities

Job Summary

Responsible for the day-to-day supervision and management of all reception staff at both surgeries. The ideal candidate would possess previous experience in supervising a team, have extensive knowledge of reception and have worked in a busy practice. The position is suitable for someone who can work on their own initiative, problem solve effectively, be self-sufficient and manage their own workload effectively with minimal supervision, ensuring all functions are carried out in accordance with agreed protocols and timescales, while reporting to the Operations Manager or Practice Manager as necessary.

Key Responsibilities

* To assist in the recruitment, induction and training of all new staff to agreed standards.

*To support and guide other receptionists during their working day. To ensure that all the reception team members are functioning at a consistently high levels and to proactively promote the team to use their own initiative to problem solve in the absence of and in the presence of the Supervisor.

* To oversee that all reception duties are carried out efficiently and all enquiries are handled courteously and in a timely manner by all reception colleagues, acting as a resource as appropriate.

*To suggest ideas or changes that will continually enhance the performance of the reception team and the surgery.

* To oversee that all work is completed in a timely manner including patient tasks, prescription requests and registrations. To alert the Practice Manager to any shortfalls or potential problems.

* To define, delegate and monitor all reception teamwork in response to changing practice needs.

* To provide cover for members of the reception team during sickness, holidays, and training. Monitor and record reception staff absence.

* To attend other meetings as required including operations, team leaders & practice clinical meetings. To Attend TIPS Training, 3 monthly, regardless of working hours.

* Conduct regular 1-2-1 meetings with reception staff members. Completing 3 month, 6 month and yearly appraisals. Identify and provide team training where required.

*Administration lead for Anima Health

*Answer incoming phone calls, transferring calls or dealing with the callers request appropriately.

* Recognise peoples needs for alternative methods of communication and respond accordingly.

* Deal with more complex enquiries and complaints from patients.

* Ensure all reception duties are up to date (Prescriptions, tasks, emails etc.)

* Direct requests for information i.e., SAR, insurance / solicitors letters and DVLA forms to the correct department.

* Produce, maintain, and participate in the receptionist rota for lunch and out of hours cover.

* Ensure the waiting room is in a pleasant, tidy state.

* Oversee standard of consulting rooms, ensuring they are tidy and that supplies of stationery are replenished.

Person Specification

Experience

Essential

• Customer service experience
• Excellent communication skills (Written and verbal)
• Strong IT Skills
• Polite phone manner
• Competent in using Microsoft
• Effective time management
• Ability to working well within a team and alone
• Excellent interpersonal skills
• Excellent problem solving skills
• Ability to follow policies and procedures

Desirable

• Work within the NHS / Healthcare setting
• Experience of administration duties
• Working within a supervisory role
• Knowledge of EMIS Web

Employer details

Employer name

Woodley Centre Surgery

Address

6 Headley Road

Woodley

Reading

RG5 4JA

Employer's website

https://www.woodleycentresurgery.co.uk/ (Opens in a new tab)