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Care Navigation Team Leader
| Dyddiad hysbysebu: | 16 Ebrill 2024 |
|---|---|
| Cyflog: | £26,000.00 bob blwyddyn |
| Gwybodaeth ychwanegol am y cyflog: | £26000.00 a year |
| Oriau: | Llawn Amser |
| Dyddiad cau: | 16 Mai 2024 |
| Lleoliad: | Bracknell, RG12 9PG |
| Cwmni: | NHS Jobs |
| Math o swydd: | Parhaol |
| Cyfeirnod swydd: | A3771-24-0002 |
Crynodeb
Leadership Duties: Overseeing the day-to-day operation of the care navigation team, involving- o Tracking call wait times, ensuring maximum team capacity applied to call answering in peak periods of demand and productivity is monitored o Monitoring all demand streams the care navigation manage, via EMIS, email, docman etc and that these are actioned in a timely manner o Ensuring that the book today actions sent through from supervising duty team are actioned in timely manner to aid overall capacity management o Rota planning and ongoing management of absence ensuring phone cover, and cover across all areas remains sufficient o Escalating any issues relating to phone, or other cover to Group Manager Assistant o Taking steps where appropriate/assessing solutions with respect to cover when any issues arise Performance Management o Using the individual and team care navigation KPIs as a framework to track performance of the team and that this remains in line with these expectations o Ensuring accuracy and quality are demonstrated by the team at all times in their adherence to practice protocols, addressing any issues/training needs as required o Ensuring highest levels of customer service are demonstrated at all times o Ensuring that any mitigating individual or team issues or concerns (personal or professional) that may affect performance are highlighted to management so that appropriate action can be taken o Offering supervision to the wider care navigation team in terms of which service is appropriate based on patient need/output of Klinik AI o To work openly and effectively with the Duty GP on any clinical patient queries across the team, proactively seeking support on triage/appropriate action whenever necessary Collaborative Working o Working is close collaboration with other team leaders across backend operational functions; specifically Care Coordination Team Leader o Working closely with the Group Manager Assistant/Group Manager in the operationalisation of any action as deemed required for the Care Navigation team Entry requirements and skills: Essential criteria: Experience in a call-centre, call monitoring environment where call handling KPIs are in place and the requirement to address poor call handling is expected Proven track record in leading a successful team against targets, addressing performance issues and working with management to address these Good numeracy, literacy and IT skills Excellent communication skills Excellent customer service skills with a polite and personable manner Strong organisational skills with an ability to follow procedures and multitask The ability to form successful cross working relationships with fellow team leads Desirable criteria: Experience in primary care in a patient facing role (FOR INFO) Care Navigation Duties: Answering all incoming patient calls, triaging and booking at the outset to correct clinician/service, or fielding to duty GP/allied health professional for their input Dealing with incoming online Klinik requests for care, triaging/booking/seeking duty input in same way as phone calls. Dealing with walk ins, related to acute and or routine requests Using integrated systems to- Book appointments with the appropriate clinician Signpost patients to alternative services or information sources Dealing with patient queries, primarily over the phone Seeking support from the onsite Duty GP each day with respect any patient need that requires additional clinical triage Administration duties and data entry