Job summary
Oak Tree Surgery and Pensilva Health Centre are seeking a motivated and enthusiastic Deputy Care Navigator (receptionist) Lead to join our expanding friendly and dynamic team on a permanent basis.
Working hours are 8am - 6pm to cover four days per week (Monday, Tuesday, Wedensday, and Friday) . Successful candidate will be required to travel to both Oak Tree and Pensilva sites.
What we offer:
- Company events (including social and team building events)
- NHS pension
- Cycle to work scheme
- Free flu jabs
- Free on-site parking
- Company sick pay
Main duties of the job
The Deputy Lead Care Navigator is responsible for ensuring that all members of the Care Navigation team are confident and capable and able to support and signpost patients to the most effective and appropriate care. They also act as the deputy to the Care Navigator Lead in regard to all aspects of the department.
This post holder will be a key point of contact to ensure the smooth navigation of patients. They will also be a key point of contact for relevant training and communications of the Care Navigation Team in relation to new information or initiatives. They must ensure that all standards are followed in relation to CQC, Health & Safety, Employment and any other legislation or operational guidance.
About us
- Fun, friendly, and highly motivated team of individuals who all work together in a welcoming and supportive environment
- We strive to be leaders in the health and wellbeing of our staff and patients
- Stable and long-established large practice operating from two modern purpose built buildings (both dispensing sites)
- 17,300+ patients
- Strong Clinical and operational teams working collaboratively, striving towards outstanding patient service
- Excellent IT support systems
- In house pharmacy staffed by a Pharmacist led medicines management team
- Teaching and GP Training Practice
- Remote triage practice using the latest technology to deliver virtual consultations
- In house clinical research unit
- EMIS Web clinical system
Job description
Job responsibilities
TEAM LEADERSHIP:
- Provide training and support to the care navigation
team
- Ensuring staff understand and support practice
policies and procedures
- Monitoring compliance with health and safety
legislation, providing leadership and direction for staff
- Supporting the practice by ensuring that new
initiatives are understood, implemented and communicated effectively.
- Developing, implementing and embedding an effective
training programme for all staff within their team, (and any other department
if necessary)
- Liaising with external agencies when necessary and
maintaining a training record
- Constructively support the practice and staff to
recognise areas that can be improved and positively working towards improving
them
- Administrative work as
required
- Supporting the overall practice clinical governance
framework, OQF, enhanced services and other reporting requirements
- Supporting the care navigation team enabling all
staff members to operate effectively, confidently and competently
STANDARD
OPERATING PROCESSES (SOPS)
- Create and maintain clear SOPs with the Care
Navigation Lead, outlining all aspects of the care navigation team to encourage
confidence and staff development. For example, booking an appointment for a
coil fit, or suitability of placing a patient on the triage list.
- Effective communication is essential, and all staff
must ensure they communicate in a manner that enables the sharing of
information in an appropriate manner.
- Recognise the significance of collaborative working.
- Ensure that patients experience the same service at
both practice sites, and that protocols are the same and standardised.
CARE NAVIGATION
- Undertake care navigation
work to support the team and the business.
- Be primary contact for
training and communications to support the care navigation team
- Be present within the team to
ensure patient navigation is effectively applied and offer to support for those
whose role is developing, or with new initiatives.
- To lead the department in the
absence of the Team Lead.
COMMUNICATIONS
- Ensure that all staff within
the team are working in an appropriate manner within the needs of the service,
whilst monitoring the skill mix and deployment of staff, to improve patient
experience
- Be part of staff Induction
and training and ensure that all staff are aware of the importance of a
positive patient experience and initiatives, policies and procedures which
support this
- Ensure and support the
development of relevant practice protocols and procedures, review and update as
required.
- Regular staff updates on
operational aspects
- Act as a communications link
between the management team and staff
QUALITY
- The post holder will strive
to maintain quality within the Practice and will:
- Alert other team members to
issues of quality and risk.
- Assess own performance and
take accountability for own actions, either directly or under supervision.
- Contribute to the
effectiveness of the team by reflecting on own and team activities and making
constructive and supportive suggestions on ways to improve and enhance the
teams performance.
- Effectively manage own time,
workload and resources.
- Advise the Management and
Partners on action needed to maintain compliance with the CQC requirements and
ensure the Practice systems and procedures meet the Essential Standards
- Monitor and develop the
operation of the organisation as needed to ensure that the Essential Standards
continue to be met by the practice.
- Support the Managers and
Partners through any inspection visits from the CQC.
MANAGEMENT
OF CHANGE
- Work with the practice manager to implement strategic
and operational change to ensure a positive staff and patient experience, and
smooth operational flow. Encourage ideas across the practice to continuously
improve.
- Suggest and implement strategies to enable to surgery
to provide consistent and continuous care to patients.
- Suggest and implement strategies to support surgery
staff both clinical and non-clinical.
PERSONAL DEVELOPMENT
- To participate in own yearly appraisal.
- To assess own education/training needs and explore
opportunities for maintaining and updating own professional knowledge and
skills.
- Partake in audits as required
- Attend and actively participate in practice meetings
- Attend any external meetings pertinent to the role of
Care navigation Trainer
- Represent the practice locally as required
- Maintain a working knowledge of local & national
NHS initiatives
- This is not an exhaustive list of
duties/responsibilities, but these are the key areas.
Job description
Job responsibilities
TEAM LEADERSHIP:
- Provide training and support to the care navigation
team
- Ensuring staff understand and support practice
policies and procedures
- Monitoring compliance with health and safety
legislation, providing leadership and direction for staff
- Supporting the practice by ensuring that new
initiatives are understood, implemented and communicated effectively.
- Developing, implementing and embedding an effective
training programme for all staff within their team, (and any other department
if necessary)
- Liaising with external agencies when necessary and
maintaining a training record
- Constructively support the practice and staff to
recognise areas that can be improved and positively working towards improving
them
- Administrative work as
required
- Supporting the overall practice clinical governance
framework, OQF, enhanced services and other reporting requirements
- Supporting the care navigation team enabling all
staff members to operate effectively, confidently and competently
STANDARD
OPERATING PROCESSES (SOPS)
- Create and maintain clear SOPs with the Care
Navigation Lead, outlining all aspects of the care navigation team to encourage
confidence and staff development. For example, booking an appointment for a
coil fit, or suitability of placing a patient on the triage list.
- Effective communication is essential, and all staff
must ensure they communicate in a manner that enables the sharing of
information in an appropriate manner.
- Recognise the significance of collaborative working.
- Ensure that patients experience the same service at
both practice sites, and that protocols are the same and standardised.
CARE NAVIGATION
- Undertake care navigation
work to support the team and the business.
- Be primary contact for
training and communications to support the care navigation team
- Be present within the team to
ensure patient navigation is effectively applied and offer to support for those
whose role is developing, or with new initiatives.
- To lead the department in the
absence of the Team Lead.
COMMUNICATIONS
- Ensure that all staff within
the team are working in an appropriate manner within the needs of the service,
whilst monitoring the skill mix and deployment of staff, to improve patient
experience
- Be part of staff Induction
and training and ensure that all staff are aware of the importance of a
positive patient experience and initiatives, policies and procedures which
support this
- Ensure and support the
development of relevant practice protocols and procedures, review and update as
required.
- Regular staff updates on
operational aspects
- Act as a communications link
between the management team and staff
QUALITY
- The post holder will strive
to maintain quality within the Practice and will:
- Alert other team members to
issues of quality and risk.
- Assess own performance and
take accountability for own actions, either directly or under supervision.
- Contribute to the
effectiveness of the team by reflecting on own and team activities and making
constructive and supportive suggestions on ways to improve and enhance the
teams performance.
- Effectively manage own time,
workload and resources.
- Advise the Management and
Partners on action needed to maintain compliance with the CQC requirements and
ensure the Practice systems and procedures meet the Essential Standards
- Monitor and develop the
operation of the organisation as needed to ensure that the Essential Standards
continue to be met by the practice.
- Support the Managers and
Partners through any inspection visits from the CQC.
MANAGEMENT
OF CHANGE
- Work with the practice manager to implement strategic
and operational change to ensure a positive staff and patient experience, and
smooth operational flow. Encourage ideas across the practice to continuously
improve.
- Suggest and implement strategies to enable to surgery
to provide consistent and continuous care to patients.
- Suggest and implement strategies to support surgery
staff both clinical and non-clinical.
PERSONAL DEVELOPMENT
- To participate in own yearly appraisal.
- To assess own education/training needs and explore
opportunities for maintaining and updating own professional knowledge and
skills.
- Partake in audits as required
- Attend and actively participate in practice meetings
- Attend any external meetings pertinent to the role of
Care navigation Trainer
- Represent the practice locally as required
- Maintain a working knowledge of local & national
NHS initiatives
- This is not an exhaustive list of
duties/responsibilities, but these are the key areas.
Person Specification
Knowledge and skills
Essential
- Ability to fulfil criteria outlined in the Job Description
- Excellent IT skills including MS Office and web-based technology
- Customer service experience
- Oragnisational skills
- Ability to problem solve
- Ability to work under pressure
- Good verbal and written communication skills
- Good interpersonal skills
- Ability to work flexibly with people as part of a team
- Confidence to work with staff at all levels
- Complaints handling and difficult conversations
Desirable
- Emis web clinical system
- Experience of working in primary care
Qualifications
Essential
- GCSE grade A to C in English and Maths or Level 2 NVQ equivalent
Desirable
Personal Qualities
Essential
- Honesty, Integrity and Clarity
- Good relationship and communication with colleagues
- Open, empathetic and Caring
- Willingness and drive to always look for ways to improve processes and services.
- Ability to create and maintain protocols and procedures
- Reliable and good time keeping
- People focused with excellent interpersonal skills
- Detail orientated
- Able to work in a fast-paced environment where every day is different
- Adaptable
Experience
Essential
- Receptionist or Customer Service based role - minimum of 1 year
- Team Leadership - minimum of 1 year
Desirable
- Experience of working in a GP practice
Person Specification
Knowledge and skills
Essential
- Ability to fulfil criteria outlined in the Job Description
- Excellent IT skills including MS Office and web-based technology
- Customer service experience
- Oragnisational skills
- Ability to problem solve
- Ability to work under pressure
- Good verbal and written communication skills
- Good interpersonal skills
- Ability to work flexibly with people as part of a team
- Confidence to work with staff at all levels
- Complaints handling and difficult conversations
Desirable
- Emis web clinical system
- Experience of working in primary care
Qualifications
Essential
- GCSE grade A to C in English and Maths or Level 2 NVQ equivalent
Desirable
Personal Qualities
Essential
- Honesty, Integrity and Clarity
- Good relationship and communication with colleagues
- Open, empathetic and Caring
- Willingness and drive to always look for ways to improve processes and services.
- Ability to create and maintain protocols and procedures
- Reliable and good time keeping
- People focused with excellent interpersonal skills
- Detail orientated
- Able to work in a fast-paced environment where every day is different
- Adaptable
Experience
Essential
- Receptionist or Customer Service based role - minimum of 1 year
- Team Leadership - minimum of 1 year
Desirable
- Experience of working in a GP practice
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.
