We are part of Suffolk Primary Care, which is a group of GP practices delivering patient care across Suffolk. We are seeking to recruit an enthusiastic and flexible care navigator supervisor, with excellent interpersonal skills, to join our fantastic team at The Derby Road Practice in Ipswich.
The vacancy is for 20.25 hours a week; Thursday 08:00-18:30 (10 hours), Friday 07:45-18:30 (10.25 hours). Flexibility is crucial to accommodate training, holidays and occasional sickness.
The Derby Road Practice supports in excess of 19,000 patients from a diverse range of backgrounds. We have an established team with a strong focus on customer service and on developing and nurturing staff in order to deliver excellent standards of patient care. We would love to hear from candidates with healthcare experience. We are also keen to hear from those that can show flexibility and a range of transferable skills.
We use SystmOne and askmyGP to facilitate effective and efficient ways of working.
You should be able to work calmly and professionally as part of a team, with the ability to multi-task. A strong command of written and spoken English with an excellent telephone manner is a must. Good time management skills and the ability to follow protocols and or instruction and attention to detail is essential.
We offer a competitive salary along with other employee benefits, and the opportunity to join the NHS pension scheme.
We plan to hold interviews week commencing 15th September.
Main duties of the job
As a Care Navigator Supervisor, you willensure the smooth day to day running of the Care Navigation Team, you will beintegral in the supervision, support and training of this team.
You will formpart of the Care Navigation Team, receiving, assisting and directing patients inaccessing the appropriate service in a courteous, efficient and effective way.
You will offer comprehensive support for the practice and act as a focal pointfor patients and staff.
You will take responsibility for the organisation andcoordination of the Care Navigation Team processes and ensure all relatedduties and tasks are completed within agreed timeframes.
You will offer generalassistance to the practice team and project a positive and friendly image.
About us
Suffolk Primary Care (SPC) is a forward-thinking partnership of GP surgeries across Suffolk. Our collaborative approach enables doctors and staff to share resources, ensuring the continued delivery of high-quality healthcare.
We are committed to equal employment opportunities and encourage applications from all qualified individuals.
Benefits of Working with SPC
* Defined benefits scheme
* Life insurance
* Family benefits, including adult dependents & children's pensions
* Ill health benefits
Electric Car Salary Sacrifice Scheme:
* Fully comprehensive insurance, servicing, tyres & breakdown cover
* Up to £2,000 annual SPC contribution (subject to conditions)
Flexible Working Arrangements:
GP remote working options to accommodate personal commitments
Additional Benefits:
* Health service discounts, including a complimentary Blue Light Card for new starters
* Minimum 33 days annual leave (inclusive of bank holidays) for full-time employees, with enhancements for long service
* Enhanced maternity & paternity terms
* Salary sacrifice schemes for technology, homewares, cycling, and gym memberships
At SPC, we invest in our staffs professional growth and well-being, fostering a positive work environment that benefits both our team and the communities we serve.
Job responsibilities
Key Responsibilities
Care Navigator Supervisor
Provideleadership support to the Care Navigation Team, this includes answering queriesfromteam members and directing queries to the appropriate members of the widerpractice team if required.
Ensurethe Care Navigation team is motivated, to monitor the quality of the work beingcompleted and be able to provide guidance and support to the team to improvestandards where required.
Be anapproachable member of the practice team, and seek to resolve issues that arisewhere possible, escalating to line managers where appropriate.
Assistthe Practice Management Team in managing patient complaints. Communicate withthe patient as and when required to try and resolve patient complaints wherepossible. If this is not possible, you will gather as much information aspossible and explain to patients the complaints procedure.
Workwith the Reception Team Lead to ensure the coordination of the Care Navigationrota and arrange cover for absences.
Supportthe induction and training of new Care Navigators.
Supportthe practice in implementing and developing agreed changes, this includesprocess improvements and ensuring these are embedded into the daily operationalrunning or the practice to improve efficiencies.
Be apoint of contact for the Care Navigation Team to report sickness absences.
Undertakeany other additional duties appropriate to the post as requested by linemanagers.
As aCare Navigator
Respondto all queries and requests for assistance from patients and visitors atreception ensuring at all times that enquires from patients are efficiently andcourteously handled.
Ensurethat telephones are at all times answered promptly and politely at all times,accurate messages taken and calls passed to the appropriate person asnecessary, supplying information as required in a timely fashion.
CompleteCare Navigation tasks on SystmOne and AskMyGP and other work streams.
Ensurethat scanning and filing is undertaken efficiently and promptly.
Collectany necessary information from the patient for their consultation, deal withany enquiries and provide any information the patient may need.
Tofrank mail and prepare for posting on a daily basis.
Followagreed protocols to issues acute/repeat prescriptions
Ensureall new patient registrations and amendments to patient records are enteredpromptly and accurately onto the computer system.
To bookinterpreters as and when required for patients.
Advisepatients of relevant charges for private services and accept payments
Coverduties of absent members of staff as and when required including cover duringbreaks when required.
Toattend staff meetings as required and participate fully in annual staffappraisal.
Anyother duties as deemed appropriate and requested by line managers.
To beflexible in the workplace in terms of hours worked as and when the need arisesand be prepared to work across sites.
Carryout start and end of day procedures in line with practice policy and ensurepremises are prepared for staff to receive patients and also secured after use.
Person Specification
Qualifications
* Educated to GCSE level (or equivalent) including Grade C in English and Maths
* NVQ level 2 in customer service
Experience
* Experience of working in a healthcare environment
* One year's experience in busy customer service or reception environment
* Experience of working in a team
* Confidence to use own judgement based on resourcefulness and local knowledge in response to patient or staff queries
* Previous NHS experience
* Experience of clinical systems, including SystmOne
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.
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