Role Purpose
The Deputy Care Navigation Manager is a senior administrative and supervisory role within the practice. The post holder will support the Practice Management Team in delivering high-quality, safe, and efficient administrative and patient services in line with NHS and Lambeth Integrated Care System (ICS) standards.
This role supports the move away from separate “reception” and “back-office” functions, providing leadership across the full range of patient-facing and administrative operations. The post holder will oversee workloads, ensure tasks are completed accurately and on time, supervise staff, and provide hands-on support across all administrative functions.
Key Responsibilities
Staff Supervision & Leadership
- Support the Managemet Team with the day-to-day supervision of reception and administrative staff.
- Lead and supervise staff.
- Provide guidance, training, and ongoing support, including staff induction and development.
- Monitor staff performance and workloads, identifying issues and training needs and escalating appropriately.
Reception & Patient Services
- Ensure a professional, welcoming, and efficient front-of-house service in line with NHS patient experience standards.
- Act as a senior point of contact for patients, visitors, clinicians, and staff.
- Manage escalated or complex patient queries and complaints in accordance with practice and NHS policies.
- Support HUB clinicians as required.
- Undertake occasional front desk duties and associated tasks (including EDTs and awaiting filing).
Administration & Operational Support
- Oversee a wide range of administrative functions, ensuring accuracy, timeliness, and compliance with NHS standards.
- Monitor and coordinate task completion across the team, including:
- Patient registrations
- Referrals (including eRSs and TWR)
- Clinical correspondence
- Scanning, coding, and data entry
- Manage shared inboxes and task lists, allocating and tracking work to meet deadlines.
- Handle medical reports, records requests, email queries, daily tasks, telephone queries, referral forms (email and eRS), and AccuRx queries.
- Provide administrative support to the Practice Management Team, including reports, audits, and data returns.
Systems & Compliance
- Ensure effective, accurate, and compliant use of clinical and administrative systems (e.g. EMIS Web).
- Maintain strict patient confidentiality in line with GDPR, NHS, and Lambeth ICS standards.
- Support compliance with CQC requirements, NHS contractual obligations, and local ICS policies.
- Contribute to service improvement initiatives and process reviews.
General Support / Operational Duties
- Provide flexible support across the team during busy periods.
- Assist with ad-hoc projects, service improvements, and operational tasks as required.
Skills & Experience
Essential
- Experience working in a GP practice, healthcare setting, or similar administrative environment.
- Strong administrative and organisational skills.
- Excellent communication and interpersonal skills.
- Ability to multitask, prioritise, and work effectively in a fast-paced environment.
- Confident use of IT systems, email, and patient record systems.
- Understanding of patient confidentiality and data protection.
Desirable
- Experience supervising or supporting administrative staff.
- Knowledge of NHS primary care systems and processes.
- Experience supporting management teams.
Personal Attributes
- Calm, professional, and approachable.
- Proactive, solutions-focused, and adaptable.
- Reliable, flexible, and a strong team player.
- Excellent attention to detail.
- Able to work independently and take initiative.
Equal Opportunities
The practice is committed to equality, diversity, and inclusion and welcomes applications from all sections of the community.
Working Hours
Full-time, Monday to Friday
Reporting To
Care Navigation Manager / Practice Management Team
Salary
£33,300.00
Job Types: Full-time, Permanent
Pay: £33,300.00 per year
Work Location: In person
