Job description

Job responsibilities

Main duties and Responsibilities

Management and Administration

To ensure the provision of an efficient, friendly and professional customer service to patients and colleagues always in line with practice policies. This may be face to face, by email and telephone.

To work flexibly in line with practice requirements to meet the needs of patients.

To manage the Care Navigator Supervisors and delegate as appropriate e.g. organising daily rotas for the Care Navigator Team

To ensure administrative work is managed in an efficient and timely fashion

To be responsible for clinical rotas (GPs and ANPs)

To be responsible for booking locums

To be responsible for adequate staffing levels and present a case to Management Team/Partners where additional resources are required

To deal with any patient enquiries that are escalated to management

To help develop and cascade new ways of working and implement changes in processes when required.

To have regular minuted meetings to ensure clear open communication within the team

• Assisting recruitment of new staff when necessary

Planning and authorising annual leave for Care Navigators, Clinicians ( who else)

To monitor the performance of the Care Navigation team by carrying out routine and ad hoc audits and feedback to the Practice Manager as appropriate.

To conduct annual appraisals for the Care Navigation Team and one to ones when necessary.

Patient Services

To be responsible for the operational functioning of the practice telephone system X-on Surgery Connect

To be responsible for System Connect development and exploring capabilities of the software to benefit patients and clinicians

To analyse data to create accurate and professional documents that support the work of the practice.

To be responsible for complaints regarding from service delivery and Care Navigator staff. Liaising with patients, the PCN complaints hub and formulating an appropriate response to these.

To be responsible for keeping a log of verbal complaints that avert developing into formal complaints

To be responsible for ensuring that the practice has a PPG and that patients are pro-actively being involved to participate in this

Seek feedback from patients through surveys and group meetings to help support the development of the practice in line with patients needs.

Training

To provide detailed training in line with practice and staff needs e.g. Care Navigation.

Keep up to date with developments within the surgery, and general trends within General Practice, to be able to offer a knowledgeable level of customer service.

Proactively manage policies and protocols to ensure all Care Navigator staff have up to date guidance to facilitate their role.

To plan and ensure that mandatory training for the Care Navigation Team has been completed.

To support other Managers and carry out any other duties as appropriate to role and business needs.

Person Specification

Qualifications

Essential

• Good standard of education A levels / Management qualification / Degree
• Self motivated with ability to motivate and inspire others
• Proven IT skills including Microsoft Office
• Proven ability to manage and develop others
• Evidence of critical thinking and problem solving skills
• Willing to undertake further study
• Experience of leading a small team

Desirable

• Two years experience of working in a Medical Primary Care setting.
• Experience of using a clinical IT system.
• Knowledge of CQC

Experience

Essential

• Proven IT skills including Microsoft Office
• Self motivated with ability to motivate and inspire others
• Proven ability to manage and develop others
• Evidence of critical thinking and problem solving skills
• Willingness to undertake further study
• Experience of leading a small team
• Ability to independently prioritise workloads
• Good interpersonal skills
• Ability to meet tight deadlines
• Ability to make decisions

Desirable

• Two years experience of working in a medical primary care setting
• Experience of using clinical IT system
• Knowledge of CQC

Disposition/Work Attitude

Essential

• Calm
• Happy to communicate at all levels, accepting instruction from all levels.
• Happy to take the lead and give other direction.
• Flexible approach to work content /hours.
• Discreet and diplomatic.
• Happy to be assertive when required.
• Work well under pressure
• A good team player
• Attention to detail

Desirable

• Confident

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.

Employer details

Employer name

HORTON PARK MEDICAL PRACTICE

Address

99 Horton Park Avenue

Bradford

West Yorkshire

BD7 3EG

United Kingdom

Employer's website

https://www.horton-park.co.uk/ (Opens in a new tab)