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Care & Appointments Navigation Team Leader
| Posting date: | 27 February 2025 |
|---|---|
| Hours: | Full time |
| Closing date: | 07 March 2025 |
| Location: | BD7 3JX, BD6 1HA, BD7 4PL, BD6 3UD |
| Remote working: | On-site only |
| Company: | The Ridge Medical Practice |
| Job type: | Permanent |
| Job reference: |
Summary
Job Summary:
We are looking for two Care & Appointments Navigation Team Leaders to join our busy and dynamic general practice team. In this role, you will be responsible for leading our patient-facing Care & Appointments Navigation team, ensuring excellent customer service, efficient appointment scheduling & care navigation, and a seamless patient experience.
Job Hours:
37.5 hours per week, Monday to Friday working in rotation of the following shift patterns - 8:00 AM to 4:00 PM and 10:00 AM to 6:00 PM.
Main Duties of the Job:
Working under the guidance of the Care & Appointments Navigation Manager, you will:
- Support the leadership and daily operations of the Care & Appointments Navigation team.
- Ensure every patient interaction, whether by phone or in person, is positive and efficient.
- Work closely with the Care & Appointments Navigation Trainer Lead to identify needs, implement initiatives, and delegate projects.
- Utilise call centre leadership experience to optimise phone-based interactions and improve team efficiency.
- Provide strong leadership, foster team development, and create an inspiring, open communication environment.
- Lead staff effectively, ensuring smooth and high-quality care navigation while maintaining a positive patient experience.
- Oversee operations, ensuring adherence to protocols and maximised performance.
- Cultivate a positive work culture that reflects the practice's core values: Friendly, Caring, Open, Innovative, and For the Team.
About Us:
We are a caring, committed team aiming to improve the health of our community by delivering high-quality patient care while maintaining a fulfilling work environment, dedicated to our Investors in People accreditation.
At The Ridge, teamwork is deeply ingrained, ensuring exceptional care for our patients.
The practice is committed to sustainability. We participate in the Green Impact Scheme and actively seek to reduce our carbon footprint.
As a Disability Confident employer, we are committed to:
- Inclusive, accessible recruitment
- Promoting vacancies broadly
- Offering interviews to disabled applicants
- Providing necessary adjustments
- Supporting employees with disabilities or long-term health conditions
What's in it for you?
- Generous annual leave, increasing with service (recognising NHS continuous service)
- NHS pension scheme access
- 24/7 employee assistance programme
- NHS staff discounts
- Cycle to work scheme
- Onsite mental health first aider
- Onsite gym equipment for staff
- Onsite parking
At The Ridge, we believe in supporting our staff just as much as our patients. We offer opportunities for personal growth, a strong sense of community, and a culture that values each team members contributions. If you're passionate about making a difference, we'd love for you to join our team!
Job Responsibilities:
Team Management
- Provide daily support and troubleshooting for the Care & Appointments Navigation team.
- Conduct daily 8:00 AM huddles to share targets and updates.
- Monitor phone wait times and oversee office operations.
- Promote team well-being by encouraging breaks and resource use.
- Handle low-level complaints and maintain confidentiality.
Patient Support
- Ensure excellent patient interaction on calls and at the desk.
- Act as the first contact point for patient complaints.
- Handle queries or provide cover for staff absences when needed.
Training & Development
- Deliver and delegate training plans for new and existing employees to the Trainer Lead.
- Oversee completion of mandatory training across the team.
Administrative Tasks
- Prepare reports (e.g., phone system metrics, feedback).
- Manage overtime and timesheets.
- Administer patient feedback (e.g., via Survey Monkey).
- Maintain a presence at branch sites to complete admin tasks.
Quality & Operations
- Attend quality meetings with relevant metrics and updates.
Essential requirements for this role include strong presentation skills, experience in delivering team and one-on-one training, call centre leadership, and the ability to coach and motivate a team.
We are looking for two Care & Appointments Navigation Team Leaders to join our busy and dynamic general practice team. In this role, you will be responsible for leading our patient-facing Care & Appointments Navigation team, ensuring excellent customer service, efficient appointment scheduling & care navigation, and a seamless patient experience.
Job Hours:
37.5 hours per week, Monday to Friday working in rotation of the following shift patterns - 8:00 AM to 4:00 PM and 10:00 AM to 6:00 PM.
Main Duties of the Job:
Working under the guidance of the Care & Appointments Navigation Manager, you will:
- Support the leadership and daily operations of the Care & Appointments Navigation team.
- Ensure every patient interaction, whether by phone or in person, is positive and efficient.
- Work closely with the Care & Appointments Navigation Trainer Lead to identify needs, implement initiatives, and delegate projects.
- Utilise call centre leadership experience to optimise phone-based interactions and improve team efficiency.
- Provide strong leadership, foster team development, and create an inspiring, open communication environment.
- Lead staff effectively, ensuring smooth and high-quality care navigation while maintaining a positive patient experience.
- Oversee operations, ensuring adherence to protocols and maximised performance.
- Cultivate a positive work culture that reflects the practice's core values: Friendly, Caring, Open, Innovative, and For the Team.
About Us:
We are a caring, committed team aiming to improve the health of our community by delivering high-quality patient care while maintaining a fulfilling work environment, dedicated to our Investors in People accreditation.
At The Ridge, teamwork is deeply ingrained, ensuring exceptional care for our patients.
The practice is committed to sustainability. We participate in the Green Impact Scheme and actively seek to reduce our carbon footprint.
As a Disability Confident employer, we are committed to:
- Inclusive, accessible recruitment
- Promoting vacancies broadly
- Offering interviews to disabled applicants
- Providing necessary adjustments
- Supporting employees with disabilities or long-term health conditions
What's in it for you?
- Generous annual leave, increasing with service (recognising NHS continuous service)
- NHS pension scheme access
- 24/7 employee assistance programme
- NHS staff discounts
- Cycle to work scheme
- Onsite mental health first aider
- Onsite gym equipment for staff
- Onsite parking
At The Ridge, we believe in supporting our staff just as much as our patients. We offer opportunities for personal growth, a strong sense of community, and a culture that values each team members contributions. If you're passionate about making a difference, we'd love for you to join our team!
Job Responsibilities:
Team Management
- Provide daily support and troubleshooting for the Care & Appointments Navigation team.
- Conduct daily 8:00 AM huddles to share targets and updates.
- Monitor phone wait times and oversee office operations.
- Promote team well-being by encouraging breaks and resource use.
- Handle low-level complaints and maintain confidentiality.
Patient Support
- Ensure excellent patient interaction on calls and at the desk.
- Act as the first contact point for patient complaints.
- Handle queries or provide cover for staff absences when needed.
Training & Development
- Deliver and delegate training plans for new and existing employees to the Trainer Lead.
- Oversee completion of mandatory training across the team.
Administrative Tasks
- Prepare reports (e.g., phone system metrics, feedback).
- Manage overtime and timesheets.
- Administer patient feedback (e.g., via Survey Monkey).
- Maintain a presence at branch sites to complete admin tasks.
Quality & Operations
- Attend quality meetings with relevant metrics and updates.
Essential requirements for this role include strong presentation skills, experience in delivering team and one-on-one training, call centre leadership, and the ability to coach and motivate a team.
Proud member of the Disability Confident employer scheme
Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.