Care Navigation Team Leader

8 months ago

Bracknell, United Kingdom PMA Full time

**Title**:Care Navigation Team Leader

**Location**:Boundary House Surgery (part of Forest Health Group), Mount Lane, Bracknell, RG12 9PG

Other sites - Bagshot Road Bracknell, Count Lane Bracknell, Skimped Hill, Bracknell

**Responsible for**: Care Navigation

**Cross working with**: Care Coordination Team Leader

**Reporting to**:Group Manager Assistant

**Hours**: FTE, 37.5 hours a week worked between the hours of 0800-1830

**Salary**: Up to £26-27,000 per annum

**Background/Purpose of Role**

Forest Health Group are a unitary practice Primary Care Network (PCN) in Bracknell, operating across four sites. We have a varied clinical and non-clinical multi-disciplinary team, working hard and innovatively to create improved health outcomes for our patients.

Our Same Day Urgent Care hub is based at our Mount Lane site in Bracknell; where a team of Allied Health Professionals (Paramedics, Nurse Practitioners, Clinical Pharmacists) offer minor illness appointments with the support and escalation of a GP where required. The Supporting GP is available to review requests for care that present more complex criteria, and to ensure that overall acute capacity is used as effectively as possible.

Our Care Navigation team is also primarily based from the Mount Lane site, with presence at our other sites for cover of front desks. The role of the Care Navigation team is to be the ‘face’ of the practice for patients calling with requests for care, whether acute or routine. These requests are primarily received via the phone, and also online, and via walk in. The Care Navigators need to demonstrate effective triage of the patient’s request for care at the outset, following the clinical system’s AI framework and other relevant protocols (documented and in their possession); whilst always demonstrating the highest levels of customer service.

The practice expects a minimum level of productivity from the Care Navigation team in managing demand via the phone, and demonstration of accuracy and quality in this and all other tasks associated with the role. This is tracked via a KPI dashboard, of which the Care Navigation team lead and management meet regularly to track and discuss.

**Leadership Duties**:
**Overseeing the day-to-day operation of the care navigation team, involving-**
- Tracking call wait times, ensuring maximum team capacity applied to call answering in peak periods of demand and productivity is monitored
- Ensuring that the ‘book today’ actions sent through from supervising duty team are actioned in timely manner to aid overall capacity management
- Rota planning and ongoing management of absence ensuring phone cover, and cover across all areas remains sufficient
- Escalating any issues relating to phone, or other cover to Group Manager Assistant
- Taking steps where appropriate/assessing solutions with respect to cover when any issues arise

**Performance Management**
- Using the individual and team care navigation KPIs as a framework to track performance of the team and that this remains in line with these expectations
- Ensuring accuracy and quality are demonstrated by the team at all times in their adherence to practice protocols, addressing any issues/training needs as required
- Ensuring highest levels of customer service are demonstrated at all times
- Ensuring that any mitigating individual or team issues or concerns (personal or professional) that may affect performance are highlighted to management so that appropriate action can be taken
- Offering supervision to the wider care navigation team in terms of “which service” is appropriate based on patient need/output of Klinik AI
- To work openly and effectively with the Duty GP on any clinical patient queries across the team, proactively seeking support on triage/appropriate action whenever necessary

**Collaborative Working**
- Working is close collaboration with other team leaders across backend operational functions; specifically Care Coordination Team Leader
- Working closely with the Group Manager Assistant/Group Manager in the operationalisation of any action as deemed required for the Care Navigation team

**Entry requirements and skills**:

- **Essential criteria**:_
- Experience in a call-centre, call monitoring environment where call handling KPIs are in place and the requirement to address poor call handling is expected
- Proven track record in leading a successful team against targets, addressing performance issues and working with management to address these
- Good numeracy, literacy and IT skills
- Excellent communication skills
- Excellent customer service skills with a polite and personable manner
- Strong organisational skills with an ability to follow procedures and multitask
- The ability to form successful cross working relationships with fellow team leads
- **Desirable criteria**:_
- Experience in primary care in a patient facing role

**(FOR INFO) Care Navigation Duties**:

- Answering all incoming patient calls,

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