We are seeking an enthusiastic and highly organised TeamLeader to join our busy Care Navigation team. This is a pivotal role within thepractice, ensuring the team are supervised and supported to deliver a highquality, efficient and professional services to our patients.
The Care Navigation team are thefirst point of contact for the Practice, whether it be face to face, bytelephone, or via an online communication offering support and guidance topatients on choosing the right service for their needs.
The team handle and file allincoming clinical documentation identifying relevant clinical information,coding appropriately and complete any actions required.
Main duties of the job
* To lead, supervise, and support the Care Navigation team to deliver high quality patient care and service
* To oversee daily care navigation duties, arranging workload to meet demand
* To train, mentor, and induct new and existing Care Navigation staff
* To complete allocated administrative duties in line with practice protocols
* Work closely with the Operations Support Manager and Operations Team Coordinator to support effective service delivery
About us
Darwin Medical Practice has ateam of over 100 staff and provides care to over 24,000 patients. The teamconsists of more than 30 Care Navigators and whilst the role can sometimes bepressurised, the team are very friendly and supportive of each other. The teamis led by our Operations Support Manager and Operations Team Coordinator.
The wider practice ethos is toprovide excellent care to our patients, showing respect to both patients andour colleagues.
All teams meet regularly todiscuss updates, share training and changes to processes but we also have wholepractice sessions to ensure that everyone is informed about practicedevelopments and has chance to meet others that they would not usually see.
Job responsibilities
Reporting Relationships
Responsibleto: Operations Support Manager
ResponsibleFor: Care Navigators
About Darwin Medical Practice
Darwin MedicalPracticeprovides services from St Chads Health Centre, Dimbles Lane inLichfield, Greenwood Health Centre, Lichfield Road, Burntwood and 29 to 31 HighStreet, Chasetown, Burntwood.
Our aim is todeliver a high quality service which will benefit our patients. With alarge team working together we will maintain and improve the quality of carewith the sharing of expertise and skills, this will enable patients to havemore choice. We have a coordinated approach, developing our teams to supportpatients with long term and complex conditions.
We value ourrelationship with our patients and have an active Patient Participation Groupto help us deliver the best service possible.
Let us help patientslive a full and active life.
Teams
The following teams make up Darwin MedicalPractice
Clinicalstaff including GPs and Partners
Clinicalsupport
Management
Businesssupport
Operationssupport
Confidentiality:
In the course ofseeking treatment, patients entrust us with, or allow us to gather, sensitiveinformation in relation to their health and other matters. They do so in confidence and have the rightto expect that staff will respect their privacy and act appropriately.
In the performance ofthe duties outlined in this Job Description, the post-holder may have access toconfidential information relating to patients and their carers, practice staffand other healthcare workers. They mayalso have access to information relating to the practice as a businessorganisation. All such information fromany source is to be regarded as strictly confidential.
Information relating topatients, carers, colleagues, healthcare workers or the business of thepractice may only be divulged to authorised persons in accordance with thepractice policies and procedures relating to confidentiality and the protectionof personal and sensitive data.
Health& Safety:
The post-holder will assist in promoting andmaintaining their own and others health, safety and security as defined in thepractice Health & Safety Policy, to include:
Using personal securitysystems within the workplace according to practice guidelines.
Identifying the risksinvolved in work activities and undertaking such activities in a way thatmanages those risks.
Making effective use oftraining to update knowledge and skills.
Using appropriateinfection control procedures and maintaining work areas in a tidy and safe wayand free from hazards.
Reporting potentialrisks identified.
Equalityand Diversity:
The post holder will support the equality,diversity and rights of patients, carers and colleagues, to include:
Acting in a way thatrecognises the importance of peoples rights, interpreting them in a way thatis consistent with practice procedures and policies, and current legislation.
Respecting the privacy,dignity, needs and beliefs of patients, carers and colleagues.
Behaving in a mannerwhich is welcoming to and of the individual, is non judgemental and respectstheir circumstances, feelings, priorities and rights.
Personal/ProfessionalDevelopment:
The post holder will participate in anytraining programme implemented by the practice as part of this employment, suchtraining to include:
Participation in anannual individual performance review, including taking responsibility formaintaining a record of own personal and/or professional development.
Taking responsibilityfor own development, learning and performance and demonstrating skills andactivities to others who are undertaking similar work.
Quality:
The post holder will strive to maintain qualitywithin the practice, and will:
Alert other teammembers to issues of quality and risk.
Assess own performanceand take accountability for own actions, either directly or under supervision.
Contribute to theeffectiveness of the team by reflecting on own and team activities and makingsuggestions on ways to improve and enhance the teams performance.
Work effectively withindividuals in other agencies to meet patients needs.
Effectively manage owntime, workload and resources.
Communication:
The post holder should recognise the importanceof effective communication within the team and will strive to:
Communicate effectivelywith other team members.
Communicate effectivelywith patients and carers.
Recognise people'sneeds for alternative methods of communication and respond accordingly.
Contributionto the Implementation of Services:
The post holder will:
Apply practicepolicies, standards and guidance.
Discuss with othermembers of the team how the policies, standards and guidelines will affect ownwork.
Participate in auditwhere appropriate.
StatementOf Purpose
JobPurpose
The Team Leader is responsiblefor providing day to day support to the Operations Support Manager, assistingin the smooth running of the Practice Operations Support Services. They will bethe point of contact for staff queries, new staff induction and trainingmatters, and provide supervision of the day to day duties carried out by theteam, ensuring an excellent patient experience is delivered at all times.
PrincipalAccountabilities
To assist the Operations Support Manager inensuring the team provides an effective and timely service to the Practice andpatients
To provide provision of leadership for the team, fostering a supportiveenvironment for the team
To deliver departmental training including newstaff inductions and staff competency assessments
To ensure all staff are kept up to date withregular updates and changes to processes
To arrange staff absence cover and ensure anycover issues are escalated appropriately
To ensure the emis inboxes are reviewed andprocessed regularly
To complete and process patient forms andinformation in line with working protocols
To reallocate appointments at short notice atduring times of clinical absence
To ensure all working policies,procedures, protocols and processes areadhered to at all times
To support the team in dealing with patientcompliments and complaints to resolve issues where possible to preventescalation to formal processes
To carry out day to day administration tasks as required
The Practice is open from 8.00am until 6.30pm,with regular extended hours surgeries.It is expected that all staff will work on a rota basis, according tothe needs of the service.
The contents of this job description and personspecification will be reviewed on an annual basis in line with the Practicetraining and development review policy.
Person Specification
Personal Qualities
* Ability to relate well to others patients and carers, staff, clinicians and other professionals
* Be flexible and able to adapt in allocation of work at short notice
* Ability to remain calm under pressure
* The ability to positively co-ordinate a large team of staff over 3 sites
* A high standard of personal presentation
* Ability to work under pressure to meet deadlines, and be able to work on own initiative
* Understanding of varying communication styles
* Positive, friendly manner
* A mature, empathetic nature
Qualifications
* Level 3 literacy and numeracy
Experience
* A high level of competence in using MS Office computer programmes (especially Word and Excel) and preferably, EMIS/or other customer management system
* Experience of working within a busy healthcare setting or other related environments
* Knowledge of confidentiality and data protection
* Knowledge and understanding of equal opportunities and cultural sensitivity
* A strong customer service ethic and skills
* A methodical, systems-oriented approach
* Well organised with the ability to multi task
* Understanding and adherence of confidentiality and data protection
* Experience of supervising staff
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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