Job summary
These posts are offered as a Band 3-4 developmental
opportunity. Banding on appointment will reflect experience and competence.
Band 3 appointees will complete a structured development programme, with
progression to Band 4 subject to formal competency sign-off.
The Care Navigation Team Leader provides visible and
operational leadership to assigned Care Navigation teams across Cornerstone
Practice and Healthcare. This role combines direct engagement in operational
delivery, including call handling and patient interaction, with structured team
supervision, performance support and development.
The post holder will work collaboratively with other Team
Leaders and the wider management team to support consistent standards of
service, equitable patient access and a positive experience for patients and
staff.
This is a hands-on role that requires a confident, organised and supportive leader capable of working in a busy and dynamic primary care environment.
Please note that these roles are not eligible for visa sponsorship.
Main duties of the job
This role combines operational delivery with structured supervision, team development and performance oversight.
Key responsibilities include:
- Providing daily supervision, guidance and performance support to Care Navigators, promoting consistent standards of service delivery.
- Actively participating in front-line duties, including call handling and patient-facing reception work, modelling professionalism and supporting the team during peak periods.
- Monitoring workflows and service pressures throughout the day, responding appropriately and reallocating resources where necessary.
- Coordinating rotas, including annual leave, sickness cover, to ensure safe staffing levels and continuity of service across sites.
- Acting as the first escalation point for operational concerns, patient dissatisfaction, resolving matters professionally and escalating in line with policy when required.
- Coaching and developing team members to build confidence and competence and consistency in care navigation practice.
- Supporting the delivery of key performance indicators (KPI), including call answering times and appointment utilisation.
About us
Cornerstone Practice and Healthcare is a multi-site,
patient-focused GP practice serving a diverse population across Rhyddings
Surgery, Shadsworth Surgery, Lambeth Street Surgery and Bentham Road Health
Centre. We are committed to providing high-quality, accessible and
compassionate primary care to all our patients.
Our mission is rooted in a Christian ethos of service,
dignity, compassion and integrity. We strive to care for patients in a way that
respects their individuality and supports their wellbeing, whatever their
background or circumstances.
Our core surgery hours are Monday to Friday, 08:00-18:30. In
addition, we provide Extended Access services in collaboration with our local
Primary Care Network, delivering appointments until 20:00 each weekday which form part of our commitment to improving
patient access.
We are strengthening our leadership structure to ensure
consistent standards, accountability and staff development across all sites,
supporting a positive team culture and high-quality patient experience.
The Practice reserves the right to bring the closing date forward, so early applications are encouraged.
Job description
Job responsibilities
Please see full job description attached.
The Job Description is not intended to be a fully
comprehensive description of the duties of the post-holder and may develop over
time. Therefore, these duties will be subject to regular review and may be
amended from time to time in consultation with the post-holder.
Job description
Job responsibilities
Please see full job description attached.
The Job Description is not intended to be a fully
comprehensive description of the duties of the post-holder and may develop over
time. Therefore, these duties will be subject to regular review and may be
amended from time to time in consultation with the post-holder.
Person Specification
Qualifications
Essential
- 5 GCSE level or equivalent Mathematics and English (C or above)
- NVQ 2/3 Customer Service
Desirable
- AMSPAR Diploma (Reception/Secretarial)
- Generic Reception Course
- NVQ level 2 in health and social care
Personal qualities
Essential
- Flexibility to adapt to change and embrace new approaches. Reliable
- Professional demeanour and smart appearance.
- Articulate, with a commitment to confidentiality and loyalty.
- Familiarity with Employment Law and Health and Safety Legislation.
- Ability to work under pressure
- Forward thinker
- Motivated
Desirable
- Able to support and contribute to the Christian ethos and organisational values of the Practice
Knowledge and skills
Essential
- Proficiency in IT and ability to use clinical systems effectively.
- Leadership skills, including the ability to motivate and develop self and others.
- Excellent communication skills: verbal (face-to-face and telephone) and written, including conflict resolution.
- Strong interpersonal skills, demonstrating tact, diplomacy, and teamwork.
- Ability to work independently, using initiative and sound judgment.
- Effective time management, with the ability to plan, prioritise, and meet tight deadlines under pressure.
- Organisational skills, including the ability to manage rotas and review performance
- Good Problem-solving skills, attention to details
Desirable
- Negotiation/Persuasion skills
- Chairing meetings
- Produce information and reports to partners
- Develop and measure standards of service delivery
- Ability to train and develop others
- Understanding of General Practice operations.
- Familiarity with local services and the local healthcare environment.
Experience
Essential
- Experience of leading/managing a team.
- Experience of working with the general public.
- Ability to build relationships and co-ordinate activity across the Practice.
Desirable
- Experience in Care Navigation or patient care booking in a Primary care setting.
- Experience as a Medical Receptionist or other administrative role within a healthcare setting
- Setting up and maintaining a computerised appointment system, including schedule and surgery adjustments.
- Dealing with sensitive issues in a professional manner.
- At least 12 months experience working in a G.P. Practice.
- Involvement in new employee recruitment.
Person Specification
Qualifications
Essential
- 5 GCSE level or equivalent Mathematics and English (C or above)
- NVQ 2/3 Customer Service
Desirable
- AMSPAR Diploma (Reception/Secretarial)
- Generic Reception Course
- NVQ level 2 in health and social care
Personal qualities
Essential
- Flexibility to adapt to change and embrace new approaches. Reliable
- Professional demeanour and smart appearance.
- Articulate, with a commitment to confidentiality and loyalty.
- Familiarity with Employment Law and Health and Safety Legislation.
- Ability to work under pressure
- Forward thinker
- Motivated
Desirable
- Able to support and contribute to the Christian ethos and organisational values of the Practice
Knowledge and skills
Essential
- Proficiency in IT and ability to use clinical systems effectively.
- Leadership skills, including the ability to motivate and develop self and others.
- Excellent communication skills: verbal (face-to-face and telephone) and written, including conflict resolution.
- Strong interpersonal skills, demonstrating tact, diplomacy, and teamwork.
- Ability to work independently, using initiative and sound judgment.
- Effective time management, with the ability to plan, prioritise, and meet tight deadlines under pressure.
- Organisational skills, including the ability to manage rotas and review performance
- Good Problem-solving skills, attention to details
Desirable
- Negotiation/Persuasion skills
- Chairing meetings
- Produce information and reports to partners
- Develop and measure standards of service delivery
- Ability to train and develop others
- Understanding of General Practice operations.
- Familiarity with local services and the local healthcare environment.
Experience
Essential
- Experience of leading/managing a team.
- Experience of working with the general public.
- Ability to build relationships and co-ordinate activity across the Practice.
Desirable
- Experience in Care Navigation or patient care booking in a Primary care setting.
- Experience as a Medical Receptionist or other administrative role within a healthcare setting
- Setting up and maintaining a computerised appointment system, including schedule and surgery adjustments.
- Dealing with sensitive issues in a professional manner.
- At least 12 months experience working in a G.P. Practice.
- Involvement in new employee recruitment.
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.