Care Navigator Team Leader in Ilminster inIlminster PUBLISHED MON 10 FEB 2025 Jump to job information section

This is a very busy practice with 5 Partners and 8,200 patients which can make the role challenging at times.

We are looking for someone who is flexible, comfortable using different IT systems, has excellent customer service skills and an enthusiasm to learn.

Previous experience in a similar role is an advantage although full training will be given.

The Care Navigator Team Leader role includes both reception and administration work/duties.

Main responsibilities to include:

Efficient management and direction of the Care Navigator team

Front of house customer service and signposting

Assisting patients with queries on the phone/face to face

EMIS clinical system use

Administrative duties

About us

a.Maintaining and monitoring the practice appointment system

b.Process personal, telephone and e-requests for appointments

c.Answer incoming phone calls, transferring calls or dealing with the callers request appropriately

d.Monitoring of the phone system, bringing to the attention of the Care Navigator team when there are excessive queue waiting times for patients

e.Signposting patients to the correct service

f.Initiating contact with and responding to, requests from patients, team members and external agencies

g.Photocopying documentation as required

h.Data entry of new and temporary registrations and relevant patient information as required

i.Input data into the patients healthcare records as necessary

j.Direct requests for information i.e. SAR, insurance / solicitors letters and DVLA forms to the administrative team

k.Manage all queries (Internal and external) as necessary in an efficient manner

l.Carry out system searches as requested

m.Maintain a clean, tidy, effective working area at all times

n.Monitor and maintain the reception area and notice boards

o.Support all clinical staff with general tasks as requested

p.Scheduling minor ops clinics, ensuring the spreadsheet is updated regularly

q.Process incoming and outgoing mail

r.Process all DNA letters in accordance with current policy

s.Overseeing the Care Navigators, ensuring they achieve their primary responsibilities, daily.

t.Assisting with completing staff appraisals as required

u.Identify and deliver team training where required

v.Compiling team rotas

w.Line managing all Care Navigator staff, supporting staff development, providing guidance and direction, ensuring they are up to date with mandatory training

x.Authorising of annual leave requests, ensuring staffing levels maintained at all times

y.Liaising with the Patient Services Lead with regards to work flow, call handling and team productivity

z.Collating and signing of overtime sheets

aa.Reviewing and updating all team procedures as required

bb.Supporting the management team in the compilation of practice reports and the practice development plan

cc.Developing, implementing and embedding efficient processes and procedures to adhere to extant legislation

dd.Coordinating the provision of staff ensuring sufficient cover is provided for periods of leave and other staff absences

ee.Provide initial guidance and advice to patients who wish to complain

ff.Manage all deliveries to the practice, ensuring adherence to the cold chain policy as necessary

gg.Act as building fire marshall, ensuring evacuation lists are current and that the visitors log is used appropriately

hh.Summarising of newly registered patients notes

ii.Scanning and/or read coding of information onto patient medical records in line with practice scanning and read coding procedure