Job summary
We are part of Suffolk Primary Care, which is a group of GP practices delivering patient care across Suffolk. We are seeking to recruit an enthusiastic and flexible care navigator supervisor, with excellent interpersonal skills, to join our fantastic team at The Derby Road Practice in Ipswich.
The vacancy is for 20.25 hours a week; Thursday 08:00-18:30 (10 hours), Friday 07:45-18:30 (10.25 hours). Flexibility is crucial to accommodate training, holidays and occasional sickness.
The Derby Road Practice supports in excess of 19,000 patients from a diverse range of backgrounds. We have an established team with a strong focus on customer service and on developing and nurturing staff in order to deliver excellent standards of patient care. We would love to hear from candidates with healthcare experience. We are also keen to hear from those that can show flexibility and a range of transferable skills.
We use SystmOne and askmyGP to facilitate effective and efficient ways of working.
You should be able to work calmly and professionally as part of a team, with the ability to multi-task. A strong command of written and spoken English with an excellent telephone manner is a must. Good time management skills and the ability to follow protocols and or instruction and attention to detail is essential.
We offer a competitive salary along with other employee benefits, and the opportunity to join the NHS pension scheme.
We plan to hold interviews week commencing 15th September.
Main duties of the job
As a Care Navigator Supervisor, you will
ensure the smooth day to day running of the Care Navigation Team, you will be
integral in the supervision, support and training of this team.
You will form
part of the Care Navigation Team, receiving, assisting and directing patients in
accessing the appropriate service in a courteous, efficient and effective way.
You will offer comprehensive support for the practice and act as a focal point
for patients and staff.
You will take responsibility for the organisation and
coordination of the Care Navigation Team processes and ensure all related
duties and tasks are completed within agreed timeframes.
You will offer general
assistance to the practice team and project a positive and friendly image.
About us
Suffolk Primary Care (SPC) is a forward-thinking partnership of GP surgeries across Suffolk. Our collaborative approach enables doctors and staff to share resources, ensuring the continued delivery of high-quality healthcare.
We are committed to equal employment opportunities and encourage applications from all qualified individuals.
Benefits of Working with SPC
NHS Pension Scheme:
- Defined benefits scheme
- Life insurance
- Family benefits, including adult dependents & children's pensions
- Ill health benefits
- 23.7% employer contribution
Electric Car Salary Sacrifice Scheme:
- Low monthly payments, no deposit, no credit check
- Fully comprehensive insurance, servicing, tyres & breakdown cover
- Up to £2,000 annual SPC contribution (subject to conditions)
Flexible Working Arrangements:
GP remote working options to accommodate personal commitments
Additional Benefits:
- Eye care vouchers
- Health service discounts, including a complimentary Blue Light Card for new starters
- Minimum 33 days annual leave (inclusive of bank holidays) for full-time employees, with enhancements for long service
- Enhanced maternity & paternity terms
- High street discounts via our online portal
- Salary sacrifice schemes for technology, homewares, cycling, and gym memberships
At SPC, we invest in our staffs professional growth and well-being, fostering a positive work environment that benefits both our team and the communities we serve.
Job description
Job responsibilities
Key Responsibilities
Care Navigator Supervisor
Provide
leadership support to the Care Navigation Team, this includes answering queries
fromteam members and directing queries to the appropriate members of the wider
practice team if required.
Ensure
the Care Navigation team is motivated, to monitor the quality of the work being
completed and be able to provide guidance and support to the team to improve
standards where required.
Be an
approachable member of the practice team, and seek to resolve issues that arise
where possible, escalating to line managers where appropriate.
Assist
the Practice Management Team in managing patient complaints. Communicate with
the patient as and when required to try and resolve patient complaints where
possible. If this is not possible, you will gather as much information as
possible and explain to patients the complaints procedure.
Work
with the Reception Team Lead to ensure the coordination of the Care Navigation
rota and arrange cover for absences.
Support
the induction and training of new Care Navigators.
Support
the practice in implementing and developing agreed changes, this includes
process improvements and ensuring these are embedded into the daily operational
running or the practice to improve efficiencies.
Be a
point of contact for the Care Navigation Team to report sickness absences.
Undertake
any other additional duties appropriate to the post as requested by line
managers.
As aCare Navigator
Respond
to all queries and requests for assistance from patients and visitors at
reception ensuring at all times that enquires from patients are efficiently and
courteously handled.
Ensure
that telephones are at all times answered promptly and politely at all times,
accurate messages taken and calls passed to the appropriate person as
necessary, supplying information as required in a timely fashion.
Complete
Care Navigation tasks on SystmOne and AskMyGP and other work streams.
Ensure
that scanning and filing is undertaken efficiently and promptly.
Collect
any necessary information from the patient for their consultation, deal with
any enquiries and provide any information the patient may need.
To
frank mail and prepare for posting on a daily basis.
Process
incoming mail as required, including date stamping.
Follow
agreed protocols to issues acute/repeat prescriptions
Ensure
all new patient registrations and amendments to patient records are entered
promptly and accurately onto the computer system.
To book
interpreters as and when required for patients.
Advise
patients of relevant charges for private services and accept payments
Cover
duties of absent members of staff as and when required including cover during
breaks when required.
To
attend staff meetings as required and participate fully in annual staff
appraisal.
Any
other duties as deemed appropriate and requested by line managers.
To be
flexible in the workplace in terms of hours worked as and when the need arises
and be prepared to work across sites.
Carry
out start and end of day procedures in line with practice policy and ensure
premises are prepared for staff to receive patients and also secured after use.
Job description
Job responsibilities
Key Responsibilities
Care Navigator Supervisor
Provide
leadership support to the Care Navigation Team, this includes answering queries
fromteam members and directing queries to the appropriate members of the wider
practice team if required.
Ensure
the Care Navigation team is motivated, to monitor the quality of the work being
completed and be able to provide guidance and support to the team to improve
standards where required.
Be an
approachable member of the practice team, and seek to resolve issues that arise
where possible, escalating to line managers where appropriate.
Assist
the Practice Management Team in managing patient complaints. Communicate with
the patient as and when required to try and resolve patient complaints where
possible. If this is not possible, you will gather as much information as
possible and explain to patients the complaints procedure.
Work
with the Reception Team Lead to ensure the coordination of the Care Navigation
rota and arrange cover for absences.
Support
the induction and training of new Care Navigators.
Support
the practice in implementing and developing agreed changes, this includes
process improvements and ensuring these are embedded into the daily operational
running or the practice to improve efficiencies.
Be a
point of contact for the Care Navigation Team to report sickness absences.
Undertake
any other additional duties appropriate to the post as requested by line
managers.
As aCare Navigator
Respond
to all queries and requests for assistance from patients and visitors at
reception ensuring at all times that enquires from patients are efficiently and
courteously handled.
Ensure
that telephones are at all times answered promptly and politely at all times,
accurate messages taken and calls passed to the appropriate person as
necessary, supplying information as required in a timely fashion.
Complete
Care Navigation tasks on SystmOne and AskMyGP and other work streams.
Ensure
that scanning and filing is undertaken efficiently and promptly.
Collect
any necessary information from the patient for their consultation, deal with
any enquiries and provide any information the patient may need.
To
frank mail and prepare for posting on a daily basis.
Process
incoming mail as required, including date stamping.
Follow
agreed protocols to issues acute/repeat prescriptions
Ensure
all new patient registrations and amendments to patient records are entered
promptly and accurately onto the computer system.
To book
interpreters as and when required for patients.
Advise
patients of relevant charges for private services and accept payments
Cover
duties of absent members of staff as and when required including cover during
breaks when required.
To
attend staff meetings as required and participate fully in annual staff
appraisal.
Any
other duties as deemed appropriate and requested by line managers.
To be
flexible in the workplace in terms of hours worked as and when the need arises
and be prepared to work across sites.
Carry
out start and end of day procedures in line with practice policy and ensure
premises are prepared for staff to receive patients and also secured after use.
Person Specification
Qualifications
Essential
- Educated to GCSE level (or equivalent) including Grade C in English and Maths
Desirable
- NVQ level 2 in customer service
Experience
Essential
- Experience of working in a healthcare environment
- One year's experience in busy customer service or reception environment
- Experience of working in a team
Desirable
- Confidence to use own judgement based on resourcefulness and local knowledge in response to patient or staff queries
- Previous NHS experience
- Experience of clinical systems, including SystmOne
Person Specification
Qualifications
Essential
- Educated to GCSE level (or equivalent) including Grade C in English and Maths
Desirable
- NVQ level 2 in customer service
Experience
Essential
- Experience of working in a healthcare environment
- One year's experience in busy customer service or reception environment
- Experience of working in a team
Desirable
- Confidence to use own judgement based on resourcefulness and local knowledge in response to patient or staff queries
- Previous NHS experience
- Experience of clinical systems, including SystmOne
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.
