Job summary
Tyntesfield Medical Group is seeking to appoint a Patient Care Navigator Team Leader to work with the Operations Manager and the Reception team. Occasional weekend work may be required and some travel to the other sites may be necessary.
Excellent communication and customer service skills, adaptability and a good level of keyboard/IT knowledge are essential for the above position, coupled with people management skills and the ability to remain calm under pressure. Previous experience in a similar role within the healthcare sector is desirable.
Main duties of the job
The purpose of the role is to:
- Be responsible to the Operations Manager for the effective and efficient supervision, planning and conduct of reception duties by the Patient Care Navigator Team.
- Be responsible to the Operations Manager for implementing changes to conduct, planning and supervision of reception duties as agreed with the Operations Manager.
About us
Tyntesfield Medical Group in North Somerset is a 13 Partner General Practice with a patient list size currently of around 33,000 split across four sites: Tower House Medical Centre, Brockway Medical Centre, Backwell Medical Centre and Long Ashton Surgery.
We are a friendly and accessible team providing excellent healthcare in our community. We provide a professional, safe, supportive, and efficient working environment for everyone in the practice. We are a forward-thinking organisation with a strong emphasis on teamwork and patient-centred care.
Job description
Job responsibilities
- Ensuring that an efficient and effective reception service is provided to all patients and visitors to surgeries in the Tyntesfield Medical Group.
- The supervision and leadership of Patient Care Navigator staff, and their outputs, including appointments, training, quality of service and standards, including dress standards.
- Implementing and ensuring the Patient Care Navigator team are aware of practice protocols, procedures and policies, with any updates to them, and are in-date for mandatory training.
- Ensuring that the Patient Care Navigator team support clinical staff in the delivery of general, enhanced and public health services (for example identifying patients for dementia & learning difficulty health checks, extended hours and online access).
- Ensuring that the Patient Care Navigator team play their role in safeguarding and child protection as required in the safeguarding policy.
- Acting as the initial point of escalation for the Patient Care Navigator team in the even of complaints, significant events or health and safety occurrences.
- Monitoring and managing Patient Care Navigator sickness, holidays and hours. This is to include the coordination of verified monthly over-time sheets submitted to the Operations Manager monthly and any sickness certificates. The Patient Care Navigator Team Leader may be delegated the conduct of Return to Work Interviews by the Operations Manager.
- Effective data entry onto the clinical system.
- Booking and cancelling of appointments and managing incoming and outgoing mail.
- Training, including non-clinical triage and mandatory online training to be completed on time.
- Receptionist duty rota management.
- Requesting IT assistance if information systems fail.
- Carry out three and six month reviews with new employees.
- Carry out annual appraisals with members of the team.
- When there are sufficient Patient Care Navigators present, the Patient Care Navigator Team Leader is to be predominantly free to be the first point of escalation for the Patient Care Navigator team and to permit them to conduct Patient Care Navigator team administration.
- The Patient Care Navigator Team Leader is to only conduct reception administration and to act as the first point of escalation for any difficulties or complaints at reception when there are sufficient receptionists present.
- This role is expected to negotiate leave with the Operations Manager so that only one is on leave at any time.
- Have a full understanding of the appointment system.
- Have a working knowledge of all software and hardware.
- Deal with IT problems in the absence of the IT Co-ordinator and Operations Manager.
- Have a clear understanding of telephone systems, daytime and out of hours.
- Assist with remodelling and room moves as required.
- Understand security systems.
- Ensure communication systems are running smoothly, doctors and Patient Care Navigator staff are kept fully informed of changes in procedures.
- Manage paperwork systems including post, internal and external.
- Act as a central source of information.
Job description
Job responsibilities
- Ensuring that an efficient and effective reception service is provided to all patients and visitors to surgeries in the Tyntesfield Medical Group.
- The supervision and leadership of Patient Care Navigator staff, and their outputs, including appointments, training, quality of service and standards, including dress standards.
- Implementing and ensuring the Patient Care Navigator team are aware of practice protocols, procedures and policies, with any updates to them, and are in-date for mandatory training.
- Ensuring that the Patient Care Navigator team support clinical staff in the delivery of general, enhanced and public health services (for example identifying patients for dementia & learning difficulty health checks, extended hours and online access).
- Ensuring that the Patient Care Navigator team play their role in safeguarding and child protection as required in the safeguarding policy.
- Acting as the initial point of escalation for the Patient Care Navigator team in the even of complaints, significant events or health and safety occurrences.
- Monitoring and managing Patient Care Navigator sickness, holidays and hours. This is to include the coordination of verified monthly over-time sheets submitted to the Operations Manager monthly and any sickness certificates. The Patient Care Navigator Team Leader may be delegated the conduct of Return to Work Interviews by the Operations Manager.
- Effective data entry onto the clinical system.
- Booking and cancelling of appointments and managing incoming and outgoing mail.
- Training, including non-clinical triage and mandatory online training to be completed on time.
- Receptionist duty rota management.
- Requesting IT assistance if information systems fail.
- Carry out three and six month reviews with new employees.
- Carry out annual appraisals with members of the team.
- When there are sufficient Patient Care Navigators present, the Patient Care Navigator Team Leader is to be predominantly free to be the first point of escalation for the Patient Care Navigator team and to permit them to conduct Patient Care Navigator team administration.
- The Patient Care Navigator Team Leader is to only conduct reception administration and to act as the first point of escalation for any difficulties or complaints at reception when there are sufficient receptionists present.
- This role is expected to negotiate leave with the Operations Manager so that only one is on leave at any time.
- Have a full understanding of the appointment system.
- Have a working knowledge of all software and hardware.
- Deal with IT problems in the absence of the IT Co-ordinator and Operations Manager.
- Have a clear understanding of telephone systems, daytime and out of hours.
- Assist with remodelling and room moves as required.
- Understand security systems.
- Ensure communication systems are running smoothly, doctors and Patient Care Navigator staff are kept fully informed of changes in procedures.
- Manage paperwork systems including post, internal and external.
- Act as a central source of information.
Person Specification
Skills & Knowledge
Essential
- Customer service skills.
- Good IT skills - literate with Microsoft office including excel, and able to adapt to using third-party software.
- Good written and verbal communication skills.
- Good planning and organisational skills.
- The ability to prioritise competing demands.
Desirable
- Understanding of medical terminology.
- Effective delegation skills.
Qualifications
Essential
- GCSE or equivalent English Grade C/4 or above.
- GCSE or equivalent Mathematics Grade C/4 or above.
Desirable
- Minimum of 3 GCSE's or equivalent Grade C/4 or above.
Experience
Essential
- Experience of working in a busy, front line customer/patient service environment.
- Experience of dealing directly with members of the public, including managing complaints, difficult customers/patients and gaining successful outcomes for all parties.
- Experience of communicating with customers/patient via telephone and handling a high volume of telephone calls.
Desirable
- Experience with supervising teams in either a formal or informal (other than work) capacity.
- Previous NHS experience.
- Experience in rota planning.
- Experience with conducting appraisals.
- Recruitment experience - shortlisting and interviewing.
Personal Attributes
Essential
- Adaptability and flexibility.
- Working as part of a team and able to support others and boost morale.
- Ability to work under pressure.
- Trustworthy, reliable and approachable.
- Confident in dealing with conflict and sensitive situations.
Person Specification
Skills & Knowledge
Essential
- Customer service skills.
- Good IT skills - literate with Microsoft office including excel, and able to adapt to using third-party software.
- Good written and verbal communication skills.
- Good planning and organisational skills.
- The ability to prioritise competing demands.
Desirable
- Understanding of medical terminology.
- Effective delegation skills.
Qualifications
Essential
- GCSE or equivalent English Grade C/4 or above.
- GCSE or equivalent Mathematics Grade C/4 or above.
Desirable
- Minimum of 3 GCSE's or equivalent Grade C/4 or above.
Experience
Essential
- Experience of working in a busy, front line customer/patient service environment.
- Experience of dealing directly with members of the public, including managing complaints, difficult customers/patients and gaining successful outcomes for all parties.
- Experience of communicating with customers/patient via telephone and handling a high volume of telephone calls.
Desirable
- Experience with supervising teams in either a formal or informal (other than work) capacity.
- Previous NHS experience.
- Experience in rota planning.
- Experience with conducting appraisals.
- Recruitment experience - shortlisting and interviewing.
Personal Attributes
Essential
- Adaptability and flexibility.
- Working as part of a team and able to support others and boost morale.
- Ability to work under pressure.
- Trustworthy, reliable and approachable.
- Confident in dealing with conflict and sensitive situations.
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.
