Care Navigator, Team Leader
7 months ago
**Duties and Responsibilities**: Patient Services Carry out daily spot checks on the quality of the Care Navigation teams interaction with patients taking remedial action when required. Manage appointments closely on the day and appropriately maintain access to services by amending appointments availability if required. Provide general assistance to the Practice Team and project a positive and friendly image to patients. Ensure an effective and efficient Care Navigation service is provided to patients and any other visitors to the practice.
Ensure adequate staffing for Care Navigation services including the authorisation of annual leave and maintaining appropriate staffing levels at all times including during sickness. Understand the range of services on offer, how to use them effectively and guiding patients through their interactions with the practice. Receive and react to complaints in accordance with the Practice Complaints Procedure Co-ordinate provision of Care Navigation services for clinics and health promotion activities To routinely monitor and assess practice performance against patient access and demand. To make suggestions for changes in the light of these reviews.
To monitor the appointment and telephone systems and make suggestions for improvement. Facilitate / run training sessions Employed Staff Dynamically supervise the Care Navigation staff including managing, monitoring, developing, coaching and training. Undertake annual appraisals, sickness monitoring and participation in the recruitment and selection process for appointment of new Care Navigation staff Ensure Practice policies are followed, and accurate records kept with particular reference to: appointments, messages, visits, post, patient registration, filing systems, births and deaths Operate systems for staff rotas/allocation of work; identify and report problems; maintain appropriate records. Identify needs for own training and that of Care Navigation staff.
Monitor staff time-keeping, unauthorised absences etc and report problems with discipline or staff grievances Monitor development of Care Navigation staff to ensure a first-class service to the Practice and patients. Liaise with other members of the Primary Health Care Team, outside agencies and carers as required. Administration Working with and supporting the team, providing a role model for the staff Acting as the primary point of contact in reception for clinicians Lead and participate in team meetings as appropriate. Provide data, as requested, for practice development plans and contribute thoughts and ideas to the smooth operation of the department.
Contribute information on current activities towards reviews of clinical services. Ensure stationery supplies are maintained. Promote use of online services. Play an active part in projects to promote Care Navigation for and on behalf of patients.
Communication Work with the UWE Branch Operations Manager to ensure adequate communication between both sites is undertaken to enable both sites to operate as one team. Devise new ways of communicating between teams that provide an effective efficient service Produce weekly team updates. Produce regular patient communications in any proven medium (paper/posters/website/social media) Hold regular patient forums either in person or virtual. Keep abreast of current health topics and ensure these are communicated adequately to patients and staff.
Contribute to the development of successful relationships with internal and external stakeholders. Work with staff across the organisation to provide effective communications advice and support. Ensure Practice website contains up to date and relevant information. Keeping health promotion current and varied and increase traffic to these areas.
Information Technology Have full understanding of the appointment system (EMIS) Have a working knowledge of all software and hardware. Train staff in the use of the systems Deal with IT problems in the absence of the Ops Manager / escalate to The Practice Manger Building Assist with re-modelling and room moves as required. Have a clear understanding of telephone systems daytime and out of hours. Contribute to ensuring estate security.
Hands on maintenance as required. Information Ensure communication systems are running smoothly, clinicians and reception staff are kept fully informed of changes in procedures. Act as a central source of information Manage paperwork systems including post, internal and external. Other Tasks Have an understanding of Health & Safety and carry out Practice requirements to meet these standards.
Ensure the team has a flexible approach to achieve changing priorities, with rapid response and delivery of appropriate changes/requests. Continuously reviewing and improving the quality of own and teams output and processes, contributing to the embedding of a quality culture across the whole organisation and reporting findings to the Practice Manager.
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