Care Navigation Team Leader

Job description

Job responsibilities

Leadership Duties:

Overseeing the day-to-day operation of the care navigation team, involving-

o Tracking call wait times, ensuring maximum team capacity applied to call answering in peak periods of demand and productivity is monitored

o Monitoring all demand streams the care navigation manage, via EMIS, email, docman etc and that these are actioned in a timely manner

o Ensuring that the book today actions sent through from supervising duty team are actioned in timely manner to aid overall capacity management

o Rota planning and ongoing management of absence ensuring phone cover, and cover across all areas remains sufficient

o Escalating any issues relating to phone, or other cover to Group Manager Assistant

o Taking steps where appropriate/assessing solutions with respect to cover when any issues arise

Performance Management

o Using the individual and team care navigation KPIs as a framework to track performance of the team and that this remains in line with these expectations

o Ensuring accuracy and quality are demonstrated by the team at all times in their adherence to practice protocols, addressing any issues/training needs as required

o Ensuring highest levels of customer service are demonstrated at all times

o Ensuring that any mitigating individual or team issues or concerns (personal or professional) that may affect performance are highlighted to management so that appropriate action can be taken

o Offering supervision to the wider care navigation team in terms of which service is appropriate based on patient need/output of Klinik AI

o To work openly and effectively with the Duty GP on any clinical patient queries across the team, proactively seeking support on triage/appropriate action whenever necessary

Collaborative Working

o Working is close collaboration with other team leaders across backend operational functions; specifically Care Coordination Team Leader

o Working closely with the Group Manager Assistant/Group Manager in the operationalisation of any action as deemed required for the Care Navigation team

Entry requirements and skills:

Essential criteria:

• Experience in a call-centre, call monitoring environment where call handling KPIs are in place and the requirement to address poor call handling is expected
• Proven track record in leading a successful team against targets, addressing performance issues and working with management to address these
• Good numeracy, literacy and IT skills
• Excellent communication skills
• Excellent customer service skills with a polite and personable manner
• Strong organisational skills with an ability to follow procedures and multitask
• The ability to form successful cross working relationships with fellow team leads

Desirable criteria:

Experience in primary care in a patient facing role

(FOR INFO) Care Navigation Duties:

• Answering all incoming patient calls, triaging and booking at the outset to correct clinician/service, or fielding to duty GP/allied health professional for their input
• Dealing with incoming online Klinik requests for care, triaging/booking/seeking duty input in same way as phone calls.
• Dealing with walk ins, related to acute and or routine requests
• Using integrated systems to-
• Book appointments with the appropriate clinician
• Signpost patients to alternative services or information sources
• Dealing with patient queries, primarily over the phone
• Seeking support from the onsite Duty GP each day with respect any patient need that requires additional clinical triage
• Administration duties and data entry

Person Specification

Qualifications

Essential

• Entry requirements and skills:
• Essential criteria:
• Experience in a call-centre, call monitoring environment where call handling KPIs are in place and the requirement to address poor call handling is expected
• Proven track record in leading a successful team against targets, addressing performance issues and working with management to address these
• Good numeracy, literacy and IT skills
• Excellent communication skills
• Excellent customer service skills with a polite and personable manner
• Strong organisational skills with an ability to follow procedures and multitask
• The ability to form successful cross working relationships with fellow team leads
• You will be suited to a Care Navigator Team Leader role if you are:
• Friendly and welcoming
• Patient and understanding
• Good at working in a team and with the public
• Willing to take responsibility for a number of duties

Desirable

• Experience in primary care in a patient facing role

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.

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).

Employer details

Employer name

Forest Health Group

Address

Boundary House Surgery

Mount Lane

Bracknell

Berkshire

RG12 9PG

Employer's website

https://www.foresthealthgroup.co.uk (Opens in a new tab)