About this role
Job summary
This is a dedicated non-clinical role overseeing WellBNs trans, non-binary and intersex (TNBI) care pathways. The post-holder will play a key role in ensuring continuity of care across the TNBI Health Hub, supporting the cohesion and development of the Hub team, and maintaining effective service governance.
Main duties of the job
The TNBI Health Hub Lead will oversee care co-ordination and support the members of WellBNs TNBI Health Hub, working under the direction of the Clinical Lead TNBI. The post-holder will ensure team members have all the tools at their disposal to help patients navigate care pathways. The post-holder will also oversee overall continuity of care within the team and ensure that administrative and care co-ordination processes are timely, compassionate, inclusive and well organized.
The role is will support the safe delivery of the TNBI service through effective communication, pathway tracking, appointment and referral co-ordination, information provision, accurate record keeping and follow-up of agreed actions.
The TNBI Health Hub Lead will work closely with the Clinical Lead TNBI, Director of Clinical Services, clinicians, pharmacy and administrative teams, and relevant external services to support a responsive, well-governed and person-centred TNBI pathway.
About us About WellBN
WellBN serves approximately 25,500 patients across our Brunswick, Burwash and Benfield sites in Brighton, Hove and Portslade.
Our team includes a strong pharmacy service, paramedics and practice nurses, with a focus on collaboration and staff wellbeing. We care for a diverse community, including neurodiverse patients and trans, non-binary and intersex patients, with training and support provided.
As we move towards the launch of the new organisation, our ambition is to build a modern, inclusive practice where patients receive excellent care and colleagues feel supported, valued and able to develop.
Job description Job responsibilities Care Pathways Leadership
Train, support and oversee the TNBI Health Hub team in general, and its care coordinator team members in particular, with the following goals in mind:
Providing appointments, follow ups, referrals, and agreed pathway actions, ensuring processes are in place so that clinicians, support staff and patients all understand the next steps in each individual care pathway.
Ensuring the TNBI Health Hub team tracks patients through TNBI care pathways and proactively identifies outstanding actions, delays or gaps in follow up.
Escalating clinical questions, prescribing queries, safeguarding concerns or changes in a patients health to the Clinical Lead or other appropriate clinician.
Supporting continuity between the patient, WellBN clinicians, pharmacy teams and external or specialist services.
Also,
Participating in the induction and ongoing supervision of clinical TNBI Health Hub team members
Patient Communication & ExperienceTrain, support and oversee TNBI Health Hub team members with the following goals in mind:
Providing clear, accessible non-clinical information about the TNBI service, appointments, processes and available support.
Communicating sensitively and respectfully, using patients correct names, pronouns and preferred methods of communication.
Helping patients navigate services and understand how to access appropriate clinical, community and specialist support.
Continually working to improve the accessibility of the service, including for patients with unmet access needs and/or disabilities requiring specific support.
Gathering patient feedback and identify recurring themes or barriers to access for discussion with the Clinical Lead TNBI.
In collaboration with the Group Consultations team, create and maintain a Group Consultations offering targeted at TNBI patients.
As well,
Oversee the TNBI Health Hub email inbox.
Administration, Records & InformationTrain, support and oversee TNBI Health Hub team members with the following goals in mind:
Maintaining accurate, timely and confidential patient records, documenting contacts, actions and outcomes in accordance with WellBN procedures.
Supporting the management of TNBI waiting lists, recalls, searches, registers and pathway tracking systems.
Preparing and process correspondence, referrals and supporting documentation as required, ensuring actions are completed and followed through.
Support the collation of service activity, outcome and patient experience information for audit, reporting and service improvement.
Governance, Safety & Escalation Work within agreed TNBI SOPs, pathways, information governance requirements and defined boundaries of the Lead role.
Identify and promptly escalate clinical risk, safeguarding concerns, complaints, incidents or delays in care to the appropriate lead.
Co-ordinate audits, quality improvement reviews, CQC readiness assessments and reviews of pathway compliance by maintaining reliable records and evidence.
Assist the GP partners and Clinical Lead - TNBI in any ongoing investigation(s) into the surgerys past or present gender affirming care.
Multidisciplinary Working Work closely with the Clinical Lead TNBI and wider multidisciplinary team to support co-ordinated and efficient care.
Plan and attend relevant TNBI meetings or huddles, contribute updates on pathway actions and follow through agreed administrative actions.
Build effective working relationships with internal teams, external NHS services and third sector organisations relevant to TNBI patient care and wellbeing.
Proactively foster TNBI Health Hub team members resilience and wellbeing, as well as their professional development.
Service Development & Patient Advocacy Proactively engage in capacity planning for the TNBI Health Hub team.
Support implementation of improvements to TNBI pathways, patient information and administrative processes.
Identify practical opportunities to improve patient experience, access, communication and pathway efficiency.
Support the development and maintenance of patient resources, templates, standard communications and service information.
As part of the Hubs outreach programme, seek out and maintain Locally Enhanced Service (LES) or other similar partnerships with ICBs.
Oversee the development of training programmes and modules targeted at GP surgeries and other clinical bodies in our ICB and beyond, with a view to generate revenue for the practice but also to share knowledge about best practices.
Remain in contact with, and up to date on changes to, Gender Identity Clinics, ICBs and other specialized TNBI-focused clinics across the UK to ensure our processes interact correctly and to gather and share information about best practices.
Keep abreast of local and national developments that can impact TNBI health, and update the Hub Team regarding any developments that are likely to impact patients and/or the teams work.
Provide internal training within WellBN on the barriers and inequalities (both systemic and interpersonal) faced by TNBI people within healthcare settings and in society at large, and the strategies that can be put in place to address these.
Equality, Inclusion & Professional Development Champion respectful, inclusive and non-discriminatory care and contribute to a welcoming experience for TNBI patients.
Maintain appropriate knowledge and training relevant to TNBI inclusion, care co-ordination, safeguarding, confidentiality and the boundaries of the role.
Person Specification
Skills and Abilities Essential
Excellent organisational skills, with the ability to manage competing priorities and coordinate multiple actions and deadlines. Ability to monitor patient pathways, identify delays or gaps in follow-up and ensure outstanding actions are addressed. Strong written and verbal communication skills, with the ability to communicate sensitively with patients, colleagues and external organisations. Ability to build effective working relationships across clinical, administrative and operational teams. Ability to provide guidance and support to colleagues and contribute to a positive, collaborative team culture. Ability to recognise operational problems, identify practical solutions and support the implementation of improvements. Good IT and administrative skills, including the ability to maintain accurate records and use systems to monitor activity and outstanding actions. Ability to handle sensitive information appropriately and exercise sound judgement within the boundaries of the role. Ability to collate and interpret service activity, patient feedback and other relevant information to support reporting and service improvement. Ability to work independently while recognising when advice, support or escalation is required.
Desirable
Experience using SystmOne or other clinical record systems. Ability to develop patient information, standard operating procedures, templates, training materials or service resources. Experience coordinating meetings, preparing updates and tracking agreed actions. Ability to support capacity planning and identify opportunities to improve pathway efficiency.
Personal Attributes Essential
Compassionate, approachable and committed to delivering a respectful, inclusive patient experience. Proactive, reliable and solution-focused. Adaptable and able to remain organised under pressure. Collaborative, with the ability to motivate, support and encourage colleagues. Committed to patient safety, confidentiality, accountability and professional standards. Open to feedback and committed to continuous learning and improvement. Demonstrates respect for the identities, experiences and individual needs of TNBI patients. Committed to promoting equality, challenging discrimination and reducing barriers to healthcare access.
Qualifications Essential
Good standard of written and verbal English. Willingness to undertake relevant training in safeguarding, information governance, equality and inclusion, and care coordination.
Desirable
Relevant qualification in healthcare administration, service management, leadership, community health or a related field. Training or qualifications in team leadership, supervision or service improvement.
Knowledge and Understanding Essential
Understanding of the importance of continuity of care, effective care coordination and timely follow-up. Understanding of confidentiality, information governance, accurate record keeping and data protection in a healthcare setting. Understanding of safeguarding responsibilities, clinical risk and the importance of escalating concerns promptly to appropriate clinicians or leads. Understanding of equality, diversity, inclusion and the barriers that can affect access to healthcare. Knowledge of respectful, person-centred communication, including the use of patients' correct names, pronouns and preferred communication methods. Understanding of the boundaries of a non-clinical leadership role and the importance of working within agreed procedures and escalating clinical decisions appropriately.
Desirable
Knowledge of TNBI healthcare pathways, gender-affirming care and relevant support services. Understanding of primary care governance, clinical audits, quality improvement and CQC requirements. Awareness of local and national NHS services, specialist clinics, community organisations and relevant referral pathways for TNBI patients.
Experience Essential
Experience coordinating healthcare services, patient pathways, referrals, appointments or complex administrative processes. Experience supporting or overseeing colleagues, providing guidance, sharing knowledge or coordinating team activities. Experience working collaboratively with multidisciplinary teams and a range of internal or external stakeholders. Experience maintaining accurate, confidential records and monitoring outstanding actions to ensure timely follow-up. Experience identifying operational issues, resolving problems and contributing to service improvements.
Desirable
Experience working in general practice, primary care, community health or a comparable healthcare setting. Experience supporting trans, non-binary and intersex (TNBI) people or other marginalised communities within healthcare or support services. Experience managing waiting lists, patient recalls, referrals, audits or clinical service pathways. Experience gathering patient feedback and using information to improve services. Experience supporting staff induction, training, supervision or professional development. Experience contributing to service development, partnership working or the development of training programmes.
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 WellBN
Address 18-19 Western Road
Hove
BN3 1AE
United Kingdom
Employer's website https://www.wellbn.co.uk/ (Opens in a new tab)