Operational / Care Navigation ManagerNHS

Job summary

We are seeking a dynamic and proactive Operational / Care Navigation Manager to lead our general practice team in delivering exceptional patient-centred services. In this role, you will support the Managing Partners in all aspects of practice functionality, human resources, motivating and managing staff, optimising efficiency and overall performance, ensuring the practice achieves its long-term strategic objectives in a safe and effective working environment.

Through innovative ways of working, you will promote ED&I, SHEF, quality & continuous improvement, confidentiality, collaborative working, service delivery, learning and development and ensuring the practice complies with CQC regulations.

This position offers an exciting opportunity to make a meaningful impact on patient outcomes while managing a dedicated team committed to compassionate support and efficient service delivery.

Main duties of the job

• Management of the day-to-day operations of the practice, ensuring staff achieve their primary responsibilities effectively and in a timely manner
• Line management - leadership and guidance to staff ensuring that they adhere to policy and procedure
• HR Team Management
• Recruitment and Workforce
• Policies and Employment Compliance
• Team Management
• Organisational Development
• Staff training and appraisals

Job description

Primary Responsibilities

The following are the core responsibilities of the Operations / Care Navigation Manager. There may be, on occasion, a requirement to carry out other tasks; this will be dependent upon factors such as workload and staffing levels.

The Operations/Care Navigation Manager is responsible for:

a) Management of the day-to-day operations of the practice, ensuring staff achieve their primary responsibilities effectively and in a timely manner

b) Line management - leadership and guidance to staff ensuring that they adhere to policy and procedure

c) Reviewing and regularly updating job descriptions and person specifications ensuring all staff are legally and gainfully employed

d) Manage the complaints process, ensuring complaints are dealt with in a timely manner and, where necessary, escalate to the next level

e) Lead for recruitment including pre-employment checks and DBS

f) Evaluating, organising and overseeing the staff induction programme

g) Implementing and embedding an effective staff appraisal process.

h) Implementing and embedding an effective practice and staff development plan for all staff (clinical and administrative) whilst maintaining a robust training record

i) Implementing effective systems for the resolution of disciplinary and grievance issues, maintaining an overview of staff welfare

j) Lead on complex employee relations matters including: Disciplinary, grievance, sickness absence, capability, performance management, flexible working, redundancy, TUPE and appeals.

k) Ensure matters are managed fairly, consistently and in accordance with employment legislation and organisational policies.

l) Maintain accurate HR records and personnel files.

m) Manage Staff Payroll.

n) Monitor KPIs including: Recruitment, absence, turnover, employee relations and mandatory training.

o) Identify trends and recommend improvements.

p) Leading the management of the clinical system, ensuring IT security and IG compliance at all times and responding to and resolving all local IT issues

q) Actively encouraging and promoting the use of patient online services

r) Updating and acting as the focal point for the practice website and social media sites

s) Guiding staff and developing searches and audits on the clinical system

t) Reviewing and updating clinical templates ensuring they relate to current practice

u) Marketing the practice appropriately to ensure patient population is stable or increasing

v) Managing contracts for and highlighting issues with services i.e., cleaning, gardening, window cleaning etc.

w) Guiding the team to reach QOF targets (supported by the nursing and administrative leads)

x) Overseeing the administrative elements of QOF, liaising with GPs, nursing staff and administrators

y) Implementing systems to ensure compliance with CQC regulations and standards

z) Ensuring the staff implement the practice wide approach to the management of all patient services matters

aa)Management of the Patient Participation Group

bb) Managing DNAs, providing data and planning tools coupled with liaison with referred repeat offenders

Secondary Responsibilities

a) Ensure all staff are aware of the management of the premises, including health and safety aspects and undertake risk assessments and mandatory training as required

b) Monitor and disseminate information on safety alerts and other pertinent information

c) Support the overall practice clinical governance framework, submitting reports for OQF, enhanced services and other reporting requirements using CQRS/ Open Exeter etc.

d) Guide the team to reach QOF targets (supported by the nursing and administrative leads)

e) Brief clinicians on performance levels, advising actions to ensure high achievement across all QOF areas

f) Maintain the significant event database, providing advice to staff and briefing the team at meetings as required

g) Identify trends and devise solutions to reduce risk and repeated occurrences of significant events

h) Develop, implement and embed the practice audit programme (in conjunction with the lead nurse)

i) Support the practice management team in the reviewing and updating of practice policies and procedures

j) Support the practice and management team with continuous improvement and change initiatives

l) Support the practice and management team with continuous improvement and change initiatives

About us

• One urban site offering a varied and stimulating clinical caseload, approx. 12,000 patients.
• Strong multidisciplinary team including, GP partners, pharmacists, pharmacy technician, paramedics, first contact physio, dietitians, social prescribers and care coordinator.
• We have dedicated and professional Care Navigators and Administrative staff.
• We have an active PPG Group.
• System One and digital-first approach, with templated consultations, medication, and long term condition reviews.
• Protected time for CPD, training, and team development
• Regular administrative, clinical and education meetings.