Key Responsibilities: Patient Navigation Team Management: Line-manage the patient navigation team, providing daily leadership, supervision, training, and performance management. Ensure a professional, courteous and efficient front-desk, telephone and online service for all patients and visitors. Create and manage rotas, ensuring appropriate cover at all times. Handle escalated patient concerns or complaints with professionalism and empathy.
Adopt a data informed approach to identify and address training needs, supporting continuous development and service improvement within the reception team. Foster a supportive and accountable team culture, promoting collaboration and resilience. Provide patient navigation backfill as required in the event of staff shortages. Patient Experience & Engagement: Work closely with the practice management team to develop patient experience initiatives to gather and respond to patient feedback (e.g.
surveys, complaints, Friends and Family feedback). Leading on key projects where appropriate. Work closely with the practice management team to analyse patient feedback trends and develop action plans to improve patient satisfaction and service delivery Work closely with the practice management team to develop and maintain effective patient communication channels (e.g. newsletters, notice boards, website content, leaflets, social media, digital tools).
Act as a lead for the practice volunteer group, coordinating meetings, communication, and collaborative projects. Support the development of inclusive engagement strategies to reach underrepresented or vulnerable patient groups. Promote health campaigns, events, and patient education initiatives in line with practice and NHS priorities. Operational Support: Collaborate with the wider management team to ensure smooth day-to-day running of the practice.
Contribute to service improvement projects and quality initiatives (e.g. QOF, CQC readiness). Monitor and report on patient experience KPIs and make data-informed recommendations. Ensure compliance with confidentiality, safeguarding, and data protection policies.
Act as a key contact for external stakeholders and community groups involved in patient engagement.