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Care & Appointments Navigation Team Leader

The Ridge Medical Practice

Information:

This job is now closed

Job summary

We are looking for two Care & Appointments Navigation Team Leaders to join our busy and dynamic general practice team. In this role, you will be responsible for leading our patient-facing Care & Appointments Navigation team, ensuring excellent customer service, efficient appointment scheduling & care navigation, and a seamless patient experience.

Main duties of the job

Working under the guidance of the Care & Appointments Navigation Manager, you will:

  • Support the leadership and daily operations of the Care & Appointments Navigation team.
  • Ensure every patient interaction, whether by phone or in person, is positive and efficient.
  • Work closely with the Care & Appointments Navigation Trainer Lead to identify needs, implement initiatives, and delegate projects.
  • Utilise call centre leadership experience to optimise phone-based interactions and improve team efficiency.
  • Provide strong leadership, foster team development, and create an inspiring, open communication environment.
  • Lead staff effectively, ensuring smooth and high-quality care navigation while maintaining a positive patient experience.
  • Oversee operations, ensuring adherence to protocols and maximised performance.
  • Cultivate a positive work culture that reflects the practice's core values: Friendly, Caring, Open, Innovative, and For the Team.

About us

We are a caring, committed team aiming to improve the health of our community by delivering high-quality patient care while maintaining a fulfilling work environment, dedicated to our Investors in People accreditation.

At The Ridge, teamwork is deeply ingrained, ensuring exceptional care for our patients.

The practice is committed to sustainability. We participate in the Green Impact Scheme and actively seek to reduce our carbon footprint.

As a Disability Confident employer, we are committed to:

  • Inclusive, accessible recruitment
  • Promoting vacancies broadly
  • Offering interviews to disabled applicants
  • Providing necessary adjustments
  • Supporting employees with disabilities or long-term health conditions

Whats in it for you?

  • Generous annual leave, increasing with service (recognising NHS continuous service)
  • NHS pension scheme access
  • 24/7 employee assistance programme
  • NHS staff discounts
  • Cycle to work scheme
  • Onsite mental health first aider
  • Onsite gym equipment for staff
  • Onsite parking

At The Ridge, we believe in supporting our staff just as much as our patients. We offer opportunities for personal growth, a strong sense of community, and a culture that values each team members contributions. If you're passionate about making a difference, we'd love for you to join our team!

Date posted

26 February 2025

Pay scheme

Other

Salary

Depending on experience

Contract

Permanent

Working pattern

Full-time

Reference number

A0451-25-0005

Job locations

The Ridge Medical Centre

Cousen Road

Bradford

West Yorkshire

BD7 3JX


The Ridge Medical Practice

93 Smith Avenue

Bradford

West Yorkshire

BD6 1HA


Horton Bank Top Surgery

1220 Great Horton Road

Bradford

West Yorkshire

BD7 4PL


The Ridge Medical Practice

20 Ridings Way

Buttershaw

Bradford

West Yorkshire

BD6 3UD


Job description

Job responsibilities

Team Management:

  • Provide daily support and troubleshooting for the Care & Appointments Navigation team.
  • Conduct daily 8:00 AM huddles to share targets and updates.
  • Monitor phone wait times and oversee office operations.
  • Promote team well-being by encouraging breaks and resource use.
  • Handle low-level complaints and maintain confidentiality.

Patient Support:

  • Ensure excellent patient interaction on calls and at the desk.
  • Act as the first contact point for patient complaints.
  • Handle queries or provide cover for staff absences when needed.

Training & Development:

  • Deliver and delegate training plans for new and existing employees to the Trainer Lead.
  • Oversee completion of mandatory training across the team.

Administrative Tasks:

  • Prepare reports (e.g., phone system metrics, feedback).
  • Manage overtime and timesheets.
  • Administer patient feedback (e.g., via Survey Monkey).
  • Maintain a presence at branch sites to complete admin tasks.

Quality & Operations:

  • Attend quality meetings with relevant metrics and updates.

For a complete overview of the key responsibilities, please refer to the attached job description.

Job description

Job responsibilities

Team Management:

  • Provide daily support and troubleshooting for the Care & Appointments Navigation team.
  • Conduct daily 8:00 AM huddles to share targets and updates.
  • Monitor phone wait times and oversee office operations.
  • Promote team well-being by encouraging breaks and resource use.
  • Handle low-level complaints and maintain confidentiality.

Patient Support:

  • Ensure excellent patient interaction on calls and at the desk.
  • Act as the first contact point for patient complaints.
  • Handle queries or provide cover for staff absences when needed.

Training & Development:

  • Deliver and delegate training plans for new and existing employees to the Trainer Lead.
  • Oversee completion of mandatory training across the team.

Administrative Tasks:

  • Prepare reports (e.g., phone system metrics, feedback).
  • Manage overtime and timesheets.
  • Administer patient feedback (e.g., via Survey Monkey).
  • Maintain a presence at branch sites to complete admin tasks.

Quality & Operations:

  • Attend quality meetings with relevant metrics and updates.

For a complete overview of the key responsibilities, please refer to the attached job description.

Person Specification

Personal attributes

Essential

  • Friendly
  • Open
  • Caring
  • Innovative
  • For the team

Experience

Essential

  • Presentation skills
  • Delivering team and 1 to 1 training
  • Call centre leadership

Desirable

  • Systmone
  • Microsoft Office - Outlook, Word, Excel and Access

Qualifications

Desirable

  • GCSEs at grade 9-4 in English Language and Mathematics (or equivalent).
  • Customer Service Level 3
  • Business Administration Level 3

Aptitude, skills and abilities

Essential

  • Ability to multitask
  • Good organisation skills/ability to manage time effectively and prioritise as required
  • Attention to detail
  • Good communication skills both written and verbal
  • Strong computer skills
  • Ability to build rapport swiftly
  • Ability to work in a team
  • Self-motivated
  • Maintain confidentiality
  • Ability to coach and motivate a team, leading by example

Disposition

Essential

  • Positive attitude
  • Reliable
Person Specification

Personal attributes

Essential

  • Friendly
  • Open
  • Caring
  • Innovative
  • For the team

Experience

Essential

  • Presentation skills
  • Delivering team and 1 to 1 training
  • Call centre leadership

Desirable

  • Systmone
  • Microsoft Office - Outlook, Word, Excel and Access

Qualifications

Desirable

  • GCSEs at grade 9-4 in English Language and Mathematics (or equivalent).
  • Customer Service Level 3
  • Business Administration Level 3

Aptitude, skills and abilities

Essential

  • Ability to multitask
  • Good organisation skills/ability to manage time effectively and prioritise as required
  • Attention to detail
  • Good communication skills both written and verbal
  • Strong computer skills
  • Ability to build rapport swiftly
  • Ability to work in a team
  • Self-motivated
  • Maintain confidentiality
  • Ability to coach and motivate a team, leading by example

Disposition

Essential

  • Positive attitude
  • Reliable

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

The Ridge Medical Practice

Address

The Ridge Medical Centre

Cousen Road

Bradford

West Yorkshire

BD7 3JX


Employer's website

http://www.theridgemedicalpractice.nhs.uk/ (Opens in a new tab)

Employer details

Employer name

The Ridge Medical Practice

Address

The Ridge Medical Centre

Cousen Road

Bradford

West Yorkshire

BD7 3JX


Employer's website

http://www.theridgemedicalpractice.nhs.uk/ (Opens in a new tab)

For questions about the job, contact:

Care & Appointments Navigation Manager

Megan Bairstow

Megan.Bairstow@bradford.nhs.uk

01274425626

Date posted

26 February 2025

Pay scheme

Other

Salary

Depending on experience

Contract

Permanent

Working pattern

Full-time

Reference number

A0451-25-0005

Job locations

The Ridge Medical Centre

Cousen Road

Bradford

West Yorkshire

BD7 3JX


The Ridge Medical Practice

93 Smith Avenue

Bradford

West Yorkshire

BD6 1HA


Horton Bank Top Surgery

1220 Great Horton Road

Bradford

West Yorkshire

BD7 4PL


The Ridge Medical Practice

20 Ridings Way

Buttershaw

Bradford

West Yorkshire

BD6 3UD


Supporting documents

Privacy notice

The Ridge Medical Practice's privacy notice (opens in a new tab)