About this role
Job summary
The role has become available due to retirement and development of our management team and structure.
We are looking for an innovative, self motivated individual to joining our team. We are looking for somebody to manage our Care Navigator team across two sites on a day to day basis and provide extensive training and support as we have to respond to an ever changing environment.
This role would suit somebody looking to take the next step in their career from a supervisory role to a managerial role.
Horton Park Medical Practice is an inner city practice looking after around 15,600 patients with a rich and diverse population.
Pay will be aligned to Agenda for change Band 5
Main duties of the job
Job Summary
The Patient Services Manager will focus on managing and developing the Care Navigator team to deliver an effective and courteous health care service to all patients and they will support clinicians by providing first class customer and administration service within reception.
To be responsible for the management of care navigator activity on a day to day basis and ensure that staff work according to practice policies and procedures.
To monitor and pro-actively manage the systems and processes associated with daily demand to help the Practice maximise efficiency and improve patient care.
To manage change in a positive way through communicating effectively with team members, providing appropriate training according to the needs of each staff member
To be an active member of the management team; problem solving and striving to improve our services in an ever changing NHS
About us
Why join our team?
Be part of a practice where your views matter, you will be a member of the senior management team attend our Practice Meetings and are involved in decision making in the practice
Be part of a practice where equity in workload matters for all Be part of a practice that doesnt have a hierarchical structure Be part of a practice that cares not only about patients but is supportive to all staff Be part of forward thinking Primary Care Network - Five Parks PCN (The Ridge, Parklands, Horton Park, Wibsey & Queensbury)We align to the agenda for change pay scale NHS Pension Scheme Generous annual leave Paid break/lunchtimes
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)