Stanmore Medical Group is a progressive, dynamic, technologically driven, expanding and modern training practice. We seek a full time/part time Care Navigator Supervisor to join our friendly and loyal complement of staff, consisting of 14 Partners, 19 Salaried GPs, 2 Advanced Nurse Practitioners, 5 Emergency Care Practitioners, 20 Nurses and 6 HCAs along with an experienced and supportive managerial and administrative team.
We are based over several sites within Stevenage, Hertfordshire and we are committed to delivering a high-quality service to our 51,000 patients. We are the lead practice within the Stevenage North Primary Care Network.
We offer excellent career opportunities for the right candidate to join our hard-working team.
Hours of work are Monday to Friday. Exact hours and salary to be discussed at interview.
Responsible for the day-to-day supervision of all Care Navigator staff and be aware of the duties and responsibilities of the Care Navigator team under your supervision ensuring the Care Navigators’ responsibilities are carried out in accordance with agreed procedures, protocols and time-scales, and reporting to your Line Manager or Deputy Practice Manager if necessary.
Job responsibilities:
- Liaising with Call Centre Manager in training of all new staff to agreed standards.
- Ensure adequate staffing levels, approve Care Navigator’s holiday leave and document accordingly
- Allocating visit requests and reassign bloods that are not on the Buddy system ie locums/ Nurse’s workflow and match the unmatched bloods and make appointments.
- Deal with more complex enquiries from patients and deputise for Call Centre Manager
- Assess and evaluate procedures and attending a weekly meeting with the Call Centre Manager to discuss Care Navigator team performance share ideas identifying training requirements and implement changes as and when.
- Supervising with training schedules and signing off individual modules.
- May on occasion be involved in disciplinary matters undertaken by the Call Centre Manager
- Delegate certain duties as and when required.
- Support staff alongside the Call Centre Manager and the wellbeing of the team and if any problems arise that you are unable to deal with ensure this is brought to the attention of the Call Centre Manager.
- Manage the Cortisone waiting list and book accordingly
- Be willing to attend courses in-house or externally suggested by the Call Centre Manager or Deputy Practice Manager.
The above list of duties is not exhaustive and may be subject to change as deemed necessary.
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 may have access to confidential information relating to patients and their carers, practice staff and other healthcare workers. They may 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
- 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
Health and safety:
The post-holder will implement and lead on the full range of promotion and management of their own and others’ health, safety and security as defined in the practice health and safety policy, the practice health and safety manual, and the practice infection control policy and published procedures. This will include (but will not be limited to):
- Ensure job-holders across the practice adhere to their individual responsibilities for infection control and health and safety, using a system of observation, audit and check, hazard identification, questioning, reporting and risk management.
- Maintain an up-to-date knowledge of health and safety infection control statutory and best practice guidelines and ensure implementation across the business
- Using security systems within the workplace according to practice guidelines
- Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks across the business
- Making effective use of training to update knowledge and skills, and initiate and manage the training of others
- Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards, and initiation of remedial/corrective action where needed
- Keeping own work areas and general/patient areas generally clean, identifying issues and hazards/risks in relation to other work areas within the business, and assuming responsibility in the maintenance of general standards of cleanliness across the business in consultation (where appropriate) with other sector managers
- Routine management of own team/team areas, and maintenance of work space standards
Equality and diversity:
The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:
- Acting in a way that recognises the importance of people’s rights, interpreting them in a way that is consistent with practice procedures and policies, and current legislation
- Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues
- Behaving in a manner that is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.
Personal/professional development / Quality
The post-holder will participate in any training programme implemented by the practice as part of this employment, such training to include:
- Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development
- Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work
- 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 make suggestions on ways to improve and enhance the team’s performance
- Effectively manage own time, workload and resources
Communication:
The post-holder should recognize the importance of effective communication within the team and will strive to:
- Communicate effectively with the Call Centre Manager and team members
- Communicate effectively with patients and carers
- Recognise people’s needs for alternative methods of communication and respond accordingly
Contribution to the implementation of services:
The post-holder will
- Apply practice policies, standards and guidance
- Discuss with other members of the team how the policies, standards and guidelines will affect own work.
Job Types: Full-time, Part-time
Benefits:
- Company events
- Company pension
- On-site parking
- Store discount
Education:
- GCSE or equivalent (required)
Experience:
- Customer service: 1 year (required)
- Supervising: 1 year (preferred)
Work Location: In person
