About this role
Job summary
We are seeking an enthusiastic and highly organised Team Leader to join our busy Care Navigation team. This is a pivotal role within the practice, ensuring the team are supervised and supported to deliver a high quality, efficient and professional services to our patients.
The Care Navigation team are the first point of contact for the Practice, whether it be face to face, by telephone, or via an online communication offering support and guidance to patients on choosing the right service for their needs.
The team handle and file all incoming clinical documentation identifying relevant clinical information, coding appropriately and complete any actions required.
Main duties of the job
To lead, supervise, and support the Care Navigation team to deliver high quality patient care and service To oversee daily care navigation duties, arranging workload to meet demand To train, mentor, and induct new and existing Care Navigation staff To complete allocated administrative duties in line with practice protocols Work closely with the Operations Support Manager and Operations Team Coordinator to support effective service delivery
About us
Darwin Medical Practice has a team of over 100 staff and provides care to over 24,000 patients. The team consists of more than 30 Care Navigators and whilst the role can sometimes be pressurised, the team are very friendly and supportive of each other. The team is led by our Operations Support Manager and Operations Team Coordinator.
The wider practice ethos is to provide excellent care to our patients, showing respect to both patients and our colleagues.
All teams meet regularly to discuss updates, share training and changes to processes but we also have whole practice sessions to ensure that everyone is informed about practice developments and has chance to meet others that they would not usually see.
Job description Job responsibilities
Reporting Relationships
Responsible to: Operations Support Manager
Responsible For: Care Navigators
About Darwin Medical Practice
Darwin Medical Practiceprovides services from St Chads Health Centre, Dimbles Lane in Lichfield, Greenwood Health Centre, Lichfield Road, Burntwood and 29 to 31 High Street, Chasetown, Burntwood.
Our aim is to deliver a high quality service which will benefit our patients. With a large team working together we will maintain and improve the quality of care with the sharing of expertise and skills, this will enable patients to have more choice. We have a coordinated approach, developing our teams to support patients with long term and complex conditions.
We value our relationship with our patients and have an active Patient Participation Group to help us deliver the best service possible.
Let us help patients live a full and active life.
Teams
The following teams make up Darwin Medical Practice
Clinical staff including GPs and Partners
Clinical support
Management
Business support
Operations support
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, 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 and 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 recognises the importance of peoples 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 judgemental and respects their circumstances, feelings, priorities and rights.
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 teams performance.
Work effectively with individuals in other agencies to meet patients needs.
Effectively manage own time, workload and resources.
Communication:
The post holder should recognise the importance of effective communication within the team and will strive to:
Communicate effectively with other team members.
Communicate effectively with patients and carers.
Recognise 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.
Statement Of Purpose
Job Purpose
The Team Leader is responsible for providing day to day support to the Operations Support Manager, assisting in the smooth running of the Practice Operations Support Services. They will be the point of contact for staff queries, new staff induction and training matters, and provide supervision of the day to day duties carried out by the team, ensuring an excellent patient experience is delivered at all times.
Principal Accountabilities
To assist the Operations Support Manager in ensuring the team provides an effective and timely service to the Practice and patients
To provide provision of leadership for the team, fostering a supportive environment for the team
To deliver departmental training including new staff inductions and staff competency assessments
To ensure all staff are kept up to date with regular updates and changes to processes
To arrange staff absence cover and ensure any cover issues are escalated appropriately
To ensure the emis inboxes are reviewed and processed regularly
To complete and process patient forms and information in line with working protocols
To reallocate appointments at short notice at during times of clinical absence
To ensure all working policies, procedures, protocols and processes are adhered to at all times
To support the team in dealing with patient compliments and complaints to resolve issues where possible to prevent escalation to formal processes
To carry out day to day administration tasks as required
The Practice is open from 8.00am until 6.30pm, with regular extended hours surgeries. It is expected that all staff will work on a rota basis, according to the needs of the service.
The contents of this job description and person specification will be reviewed on an annual basis in line with the Practice training and development review policy.
Person Specification
Personal Qualities Essential
Ability to relate well to others patients and carers, staff, clinicians and other professionals Be flexible and able to adapt in allocation of work at short notice Ability to remain calm under pressure The ability to positively co-ordinate a large team of staff over 3 sites A high standard of personal presentation Ability to work under pressure to meet deadlines, and be able to work on own initiative Professionalism, tactfulness Understanding of varying communication styles Positive, friendly manner A mature, empathetic nature
Qualifications Essential
Level 3 literacy and numeracy
Experience Essential
A high level of competence in using MS Office computer programmes (especially Word and Excel) and preferably, EMIS/or other customer management system Experience of working within a busy healthcare setting or other related environments Knowledge of confidentiality and data protection Knowledge and understanding of equal opportunities and cultural sensitivity A strong customer service ethic and skills A methodical, systems-oriented approach Well organised with the ability to multi task Understanding and adherence of confidentiality and data protection
Desirable
Experience of supervising staff
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 Darwin Medical Practice
Address Greenwood Health Centre
Lichfield Road
Burntwood
Staffordshire
WS7 0AQ
Employer's website https://www.darwinmedicalpractice.co.uk/ (Opens in a new tab)