About this role
Job summary
About the Role
This is an exciting opportunity for an experienced manager to lead one of the busiest and most important teams within Combe Down Surgery.
As our Care Navigation Manager, you'll lead our Care Navigation team, helping ensure patients receive the right care at the right time while also supporting the day-to-day people management of your department.
This is a varied leadership role combining operational management, workforce planning and departmental HR. You'll work closely with the Practice Manager Team and attend SLT meetings to improve patient access, support staff development and help shape how our services evolve.
No two days are ever the same, making this the perfect opportunity for someone who enjoys leading people, solving problems and driving improvement.
Main duties of the job
Key Responsibilities
Lead our Care Navigation, rotas and Script teams across both practice sites Ensure patients receive an excellent, compassionate and efficient service. Oversee appointment capacity, clinical rotas and day-to-day operational planning. Manage staff rotas Monitor patient demand and work with clinicians to maximise access. Lead daily huddles, team meetings and service improvements. Manage recruitment, induction and training within your department. Line manage your team, including appraisals, probation reviews, sickness management and performance support. Support staff wellbeing, engagement and professional development. Respond to patient feedback, concerns and complaints relating to your service. Work alongside the wider management team on projects and quality improvement initiatives.
About us
Why Join Combe Down Surgery?
You'll be joining an Outstanding GP practice with a strong reputation for innovation, teamwork and patient care. We invest in our staff and actively support professional development.
This role offers genuine opportunities to develop your leadership skills, contribute to service improvement and help shape the future of primary care.
We offer:
NHS Pension Generous annual leave entitlement Ongoing training and development Supportive leadership team Opportunities for further management qualifications A friendly and welcoming workplace where your ideas are valued
Job description Job responsibilities
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.
Person Specification
Experience Essential
Experience of Care Navigation or customer care Experience of general practice Care Navigation duties and admin tasks Experience of leading and managing a team successfully Experience of working in a busy environment, adhering to deadlines and managing prioritise with minimal supervision Ability to remain calm in fraught circumstances Excellent verbal and written communication skills including the ability to communicate effectively with professionals at all levels Excellent communication skills Strong IT skills and experience of using SystmOne Understand confidentiality and the Data Protection Act Excellent organising and prioritising skills Ability to deal with people tactfully and empathetically Knowledge, understanding and application of equal opportunities Ability to prioritise and deliver agreed objectives within tight deadlines Ability to understand complex issues, problem solve and to develop practical workable solutions Ability to use own judgement, resourcefulness and common sense Ability to communicate information that requires tact and persuasive skills, or where there may be barriers to understanding; instil confidence in those being advised Ability to work to scheduled timelines and prioritise own workload Excellent team player and ability to work autonomously Strong management skills, with the ability to lead, motivate and involve others Must be willing and able to travel between sites Flexible with ability to multi-task and work in a fast-paced environment Ability to remain calm under pressure, exhibiting resilience Ability to deal with and manage conflict situations Enthusiastic, pro-active and self-motivated Adaptable to change and varying roles/responsibilities Strong work ethic with a mature and professional approach to work
Desirable
Experience of performance management, including appraisal writing, staff development and disciplinary procedures Good understanding of data analysis and information interpretation Experience of management of health services, facilities and resources Experience of working within the requirements of CQC Able to develop and implement policy, procedure and guidance from initiation to completion Willingness to develop new skills
Qualifications Essential
GCSEs (or equivalent) in English and Mathematics (Grade C/4 or above). Evidence of good general education. Evidence of continuing professional development (CPD). Willingness to undertake relevant training appropriate to the role.
Desirable
NVQ Level 3 (or equivalent) in Business Administration, Customer Service, Leadership & Management, or a related subject. ILM Level 3 or Level 5 Award/Certificate in Leadership and Management (or equivalent management qualification). Qualification or accredited training in Health & Social Care. Training in complaint handling, conflict resolution, or customer service. Safeguarding Adults and Children training. Qualification or training in quality improvement, service improvement, or project management.
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 Combe Down Surgery
Address The Avenue
Combe Down
Bath
BA2 5EG
United Kingdom
Employer's website https://www.combedownsurgery.co.uk/ (Opens in a new tab)