Job Summary/Overview:
The focus for the Care Navigation Manager is on the patient experience, including their welcome at Care Navigation, the waiting room environment, access to appointments and services, and the overall care and consideration shown by the Care Navigation team. The role will have wide ranging responsibilities and fundamental to this is the requirement to continually assess their need to develop and improve front of house systems and support to provide an excellent service to patients, whilst managing patient expectations at the same time.
The postholder will be responsible for managing and supervising the Care Navigation team and Care Navigation areas at both surgeries of the practice, acting in a professional, accountable and caring manner to patients and staff at all times. You will work closely with the Practice Manager and Deputy Practice Manager to provide management and support to the Care Navigation and administrative staff in the practice.
Job Responsibilities:
The list of duties below is not exhaustive and may be subject to change as deemed necessary.
Care Navigation Management:
· Responsible for the smooth running of the Care Navigation and administration function; improving systems and processes and leading the team to improve access and the patient experience. Supporting staff to manage patient expectations according to the practice resources that are available.
· Manage the front of house operations of the practice to ensure smooth, efficient operation of the practice including Care Navigation, oversight of room availability, general administration, patient care and services.
· Ensure the waiting rooms/public areas are clean and well-presented, and that notice boards are up to date, music is playing, and queues are dealt with.
· Responsible for general office management of the ‘back office’ at both surgeries, ensuring that Care Navigation office areas are tidy, well organised and well stocked.
· Oversee and manage any ‘on the day’ changes to the rota systems for patient appointments to ensure cover and resilience at all times.
· Day to day support to Care Navigation Team and administrators when managing difficult patient interactions.
· Manage the development and transformation of the Care Navigation role to enable them to deliver a high standard of customer service.
Care Navigation Team, Access and Support
· Support the practice to meet all access to appointment standards together with developing and implementing systems and processes to achieve higher than the standard access requirements and provide exemplar access for patients.
· Supporting the Care Navigation team to facilitate access to patient services by ensuring prompt telephone answering, and signposting to most appropriate service or clinician.
· Monitor daily, weekly and forward appointment availability, flagging up any concerns or shortfalls as appropriate. Supported by the management team and Partners.
· If/when online triage system is implemented, be part of the onboarding and implementation team. Assist in designing and understanding the system, and subsequent training of Care Navigation and other team members as appropriate to understand the system and utilise it to its best effect to optimise use of available clinician resources. With support from management team and Partners.
· Assist with and offer advice on templates and Read Codes, ensuring Care Navigation staff are kept up to date.
· Manage all administrative functions within Systmone, AccuRX and other IT systems at the practice relevant to Care Navigation, ensuring all tasks are dealt with in a timely manner.
· Respond to patient enquires, compliments, comments, or complaints, in a timely and considerate manner ensuring adherence to the Complaints Policy including timescales for responding and taking actions to reduce future complaints. With support from the deputy practice manager and manager if appropriate.
· Support the Deputy Practice Manager to ensure incident reporting, and complaints, are recorded appropriately according to policies and procedures and work together to ensure resolution.
· Ensure the patient registration procedure is up to date and understood by relevant staff and that it is carried out effectively and efficiently.
· Understand and manage the telephone system, daytime and out of hours, and be able to respond to problems in the absence of the Deputy Practice Manager/Practice Manager.
· Work collaboratively and support patient participation group activity, including attending relevant meetings.
· Alongside the Practice Manager, liaise with and support the ‘Friends of Combe Down Surgery’.
· Manage the prescription process team. Facilitate the close working of this team, and wider Care Navigation team with the pharmacy team to maintain and improve the current provision of prescription services. Support staff to manage patient expectations with respect to getting prescriptions completed.
Staff Supervision & Support:
· Act as a role model and manage the Care Navigation team, supporting, motivating and promoting good staff relations.
· Engage and motivate team members so that they understand and work to achieve objectives and feel that their role makes a positive contribution to the outstanding performance of the practice.
· Line management of Care Navigation team including induction, sickness absence management, return to work interviews, staff appraisals, performance management, training and development of all Care Navigation staff. With deputy practice manager, manage allocation of duties in the Care Navigation team.
· Manage Care Navigation staff rotas and holidays, always ensuring efficient deployment of staff.
· Be prepared to train staff in various office applications, e.g. Systmone, Outlook, and Clarity Teamnet.
· Lead the daily Huddle and hold regular team meetings to ensure information is shared with the whole team and any issues are dealt with.
· Take an active role in planning, delivering and evaluating staff training afternoons.
· Work collaboratively with the Deputy Practice Manager and Practice Manager in the recruitment and induction process of new staff.
· Liaise with the Deputy Practice Manager advising of flexible working requests, changes to hours on a monthly basis, and any termination arrangements.
General:
· Be familiar with the practice computer systems, both clinical and office systems.
· Develop an understanding of the practice IT system, and IT service desk.
· Attendance and involvement at Significant Event and Clinical meetings when required.
· Have an understanding of QOF and the impact of Care Navigation on that.
· Have an understanding of CQC compliance in so far as Care Navigation is concerned.
· Understand security and fire alarm systems and be able to respond to any problems in the absence of the Operations Lead, Deputy Practice Manager and/or Practice Manager.
· Be able to arrange emergency/urgent call outs for maintenance or utility issues.
· During the absence of the Deputy Practice Manager & Practice Manager take responsibility for any minor problems that may occur.
Confidentiality:
· In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately.
· In the performance of the duties outlined in this Job Description, the post-holder may have access to confidential information relating to patients and their carers, practice staff and other healthcare workers. They may also have access to information relating to the practice as a business organisation. All such information from any source is to be regarded as strictly confidential.
· Information relating to patients, carers, colleagues, other healthcare workers or the business of the practice may only be divulged to authorised persons in accordance with the practice policies and procedures relating to confidentiality and the protection of personal and sensitive data.
Health & Safety:
The post-holder will assist in promoting and maintaining their own and others’ health, safety and security as defined in the practice Health & Safety Policy, to include:
· Using personal security systems within the workplace according to practice guidelines.
· Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks.
· Making effective use of training to update knowledge and skills.
· Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards.
· Reporting potential risks identified.
Equality and Diversity:
The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:
· Acting in a way that recognizes the importance of people’s rights, interpreting them in a way that is consistent with practice procedures and policies, and current legislation.
· Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues.
· Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.
Safeguarding:
The Practice is committed to safeguarding children, young people and vulnerable adults within its care. As an employee of the practice, you will be accountable for ensuring that you know how to respond to concerns for the safety of a child, young person or vulnerable adult and are expected to undertake the required mandatory training as required.
Personal/Professional Development:
The post-holder will participate in any training programme implemented by the practice as part of this employment, such training to include:
· Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development.
· Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work.
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 suggestions on ways to improve and enhance the team’s performance.
· Work effectively with individuals in other agencies to meet patients’ needs.
· Effectively manage own time, workload, and resources.
Communication:
The post-holder should recognize the importance of effective communication within the team and will strive to:
· Communicate effectively with other team members.
· Communicate effectively with patients and carers.
· Recognize people’s needs for alternative methods of communication and respond accordingly.
Contribution to the Implementation of Services:
The post-holder will:
· Apply practice policies, standards and guidance.
· Discuss with other members of the team how the policies, standards and guidelines will affect own work.
· Participate in audit where appropriate.
Flexibility:
This job description is not intended to be exhaustive. The post holder will be expected to adopt a flexible attitude towards the duties outlined, which may be subject to adjustments at any time in consultation with the post holder and in line with the needs of the business. You may also be asked from time to time to be flexible in your working hours as per the needs of the practice.
This job description is subject to periodic review and amendment in consultation with the post-holder in the light of changing circumstances. As the organisation grows and develops it is likely that this role will develop too and the postholder may be required to undertake additional duties/responsibilities.
Pay: From £30,907.50 per year
Work Location: In person
