Job description
Oak Tree Surgery and Pensilva Health Centre are seeking a motivated and enthusiastic Deputy Reception Lead (Deputy Lead Care Navigator) to join our expanding friendly and dynamic team for 36 hours per week, Monday, Tuesday, Wednesday and Friday 8am - 6pm.
The Surgery:
* Fun, friendly, and highly motivated team of individuals who all work together in a welcoming and supportive environment
* We strive to be leaders in the health and wellbeing of our staff and patients
* Stable and long-established large practice operating from two modern purpose built buildings (both dispensing sites)
* 17,300+ patients
* Strong Clinical and operational teams working collaboratively, striving towards outstanding patient service
* Excellent IT support systems
* In house pharmacy staffed by a Pharmacist led medicines management team
* Teaching and GP Training Practice
* Remote triage practice using the latest technology to deliver virtual consultations
* In house clinical research unit
* EMIS Web clinical system
SUMMARY
The Deputy Lead Care Navigator is responsible for ensuring that all members of the Care Navigation team are confident and capable and able to support and signpost patients to the most effective and appropriate care. They also act as the deputy to the Care Navigator Lead in regard to all aspects of the department.
This post holder will be a key point of contact to ensure the smooth navigation of patients. They will also be a key point of contact for relevant training and communications of the Care Navigation Team in relation to new information or initiatives. They must ensure that all standards are followed in relation to CQC, Health & Safety, Employment and any other legislation or operational guidance.
TEAM LEADERSHIP:
* Provide training and support to the care navigation team
* Ensuring staff understand and support practice policies and procedures
* Monitoring compliance with health and safety legislation, providing leadership and direction for staff
* Supporting the practice by ensuring that new initiatives are understood, implemented and communicated effectively.
* Developing, implementing and embedding an effective training programme for all staff within their team, (and any other department if necessary)
* Liaising with external agencies when necessary and maintaining a training record
* Constructively support the practice and staff to recognise areas that can be improved and positively working towards improving them
* Administrative work as required
* Supporting the overall practice clinical governance framework, OQF, enhanced services and other reporting requirements
* Supporting the care navigation team enabling all staff members to operate effectively, confidently and competently
* Participate in half day closure training days
STANDARD OPERATING PROCESSES (SOPS)
* Create and maintain clear SOPs with the Care Navigation Lead, outlining all aspects of the care navigation team to encourage confidence and staff development. For example, booking an appointment for a coil fit, or suitability of placing a patient on the triage list.
* Effective communication is essential, and all staff must ensure they communicate in a manner that enables the sharing of information in an appropriate manner.
* Recognise the significance of collaborative working.
* Ensure that patients experience the same service at both practice sites, and that protocols are the same and standardised.
CARE NAVIGATION
* Undertake care navigation work to support the team and the business.
* Be primary contact for training and communications to support the care navigation team
* Be present within the team to ensure patient navigation is effectively applied and offer to support for those whose role is developing, or with new initiatives.
* To lead the department in the absence of the Team Lead.
COMMUNICATIONS
* Ensure that all staff within the team are working in an appropriate manner within the needs of the service, whilst monitoring the skill mix and deployment of staff, to improve patient experience
* Be part of staff Induction and training and ensure that all staff are aware of the importance of a positive patient experience and initiatives, policies and procedures which support this
* Ensure and support the development of relevant practice protocols and procedures, review and update as required.
* Regular staff updates on operational aspects
* Act as a communications link between the management team and staff
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 constructive and supportive suggestions on ways to improve and enhance the team's performance.
* Effectively manage own time, workload and resources.
* Advise the Management and Partners on action needed to maintain compliance with the CQC requirements and ensure the Practice systems and procedures meet the Essential Standards
* Monitor and develop the operation of the organisation as needed to ensure that the Essential Standards continue to be met by the practice.
* Support the Managers and Partners through any inspection visits from the CQC.
MANAGEMENT OF CHANGE
* Work with the practice manager to implement strategic and operational change to ensure a positive staff and patient experience, and smooth operational flow. Encourage ideas across the practice to continuously improve.
* Suggest and implement strategies to enable to surgery to provide consistent and continuous care to patients.
* Suggest and implement strategies to support surgery staff both clinical and non-clinical.
PERSONAL DEVELOPMENT
* To participate in own yearly appraisal.
* To assess own education/training needs and explore opportunities for maintaining and updating own professional knowledge and skills.
* Partake in audits as required
* Attend and actively participate in practice meetings
* Attend any external meetings pertinent to the role of Care navigation Trainer
* Represent the practice locally as required
* Maintain a working knowledge of local & national NHS initiatives
* This is not an exhaustive list of duties/responsibilities, but these are the key areas.
ESSENTIAL CRITERIA
* Honesty, Integrity and Clarity
* Good relationship and communication with colleagues
* Open, empathetic and Caring
* Willingness and drive to always look for ways to improve processes and services.
* Ability to create and maintain protocols and procedures
* People focused with excellent interpersonal skills
* Detail orientated
* Able to work in a fast-paced environment where every day is different
* Adaptable
* High quality organisational skills
* Good communication skills – oral and written
* Evidence of ongoing CPD
* Primary Care Experience
HEALTH AND SAFETY
All Practice Members are required to acquaint themselves with health, safety and fire regulations and the accident notification system, whilst taking all possible steps to safeguard the health and welfare of staff, patients and colleagues during working hours, in accordance with the Health and Safety at Work Act 1974.
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 will have access to confidential information relating to patients and their carers, Practice staff and other healthcare workers. They will 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. This must not be discussed or divulged to any unauthorised person. Any such instance would result in dismissal.
Information relating to patients, carers, colleagues, other 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.
All Practice Members should be aware of the need to preserve strict confidentiality in dealing with patients and should not disclose information obtained in confidence except to authorised persons or organisation as instructed.
EQUALITY AND DIVERSITY
It is the responsibility of all employees to support the Practice vision of promoting a positive approach to diversity and equality of opportunity to eliminate discrimination and disadvantage in service delivery and employment and to manage, support or comply through the implementation of our Equal Opportunities Policy and the Equality Act 2010.
DATA PROTECTION ACT 1998 (and GDPR 2018)
Under provision of the Act, it is the responsibility of each member of staff to ensure that all data, whether computerised or manual, is kept secure at all times. This includes data relating to patients and other members of staff. Data must not be disclosed to any unauthorised person and must be regarded as strictly confidential at all times. Failure to adhere to this instruction will be regarded as serious misconduct and could lead to dismissal.
REHABILITATION OF OFFENDERS ACT 1974
This post is subject to an exception order under the provisions of the Rehabilitation of Offenders Act 1974. This stipulates that all previous convictions, including those that are "spent" must be declared. Previous convictions will not necessarily preclude an individual from employment within the Practice, but a DBS check will be required.
Job Type: Full-time
Benefits:
* Bereavement leave
* Company pension
* Cycle to work scheme
* Free flu jabs
* Free parking
* On-site parking
* Sick pay
Ability to commute/relocate:
* Liskeard PL14 3XA: reliably commute or plan to relocate before starting work (required)
Education:
* GCSE or equivalent (preferred)
Experience:
* Medical Reception: 1 year (preferred)
* Leadership: 1 year (preferred)
* Customer service: 1 year (preferred)
Work Location: In person