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NHS Jobs; Chasetown; On-site; GBP 32,000 - 42,000; Full time

Job summary

Darwin Medical Practice in Lichfield and Burntwood areas seeks a Team Leader to support the Operations Support Manager and supervise Care Navigators, ensuring smooth day-to-day operations and high-quality patient services.

You will lead inductions, supervise staff, manage rosters, and help implement practice policies. The role requires strong organisational skills and a patient-centred approach to keep services running on a rota from 8.00am to 6.30pm.

Qualifications

• Participation in an annual performance review and maintaining own development record.
• Experience in healthcare or practice administration is advantageous.

Responsibilities

• Assist the Operations Support Manager to ensure the team provides an effective and timely service to the Practice and patients.
• Provide leadership for the team and foster a supportive environment.
• Deliver departmental training including new staff inductions and competency assessments.
• Ensure staff are kept up to date with regular updates and changes to processes.
• Manage staff absence cover and escalation of cover issues as needed.
• Review emis inboxes and process patient forms and information per working protocols.
• Reallocate appointments at short notice during times of clinical absence.
• Support the team in handling patient compliments and complaints to prevent escalation.
• Carry out day-to-day administration tasks as required.

Job description

Reporting Relationships

• Responsible to: Operations Support Manager
• Responsible For: Care Navigators

About Darwin Medical Practice

Darwin Medical Practice provides services from St Chads Health Centre, Dimbles Lane in Lichfield, Greenwood Health Centre, Lichfield Road, Burntwood and 29 to 31 High Street, Chasetown, Burntwood. Our aim is to deliver a high quality service which will benefit our patients. With a large team working together we will maintain and improve the quality of care with the sharing of expertise and skills, this will enable patients to have more choice. We have a coordinated approach, developing our teams to support patients with long term and complex conditions. We value our relationship with our patients and have an active Patient Participation Group to help us deliver the best service possible. Let us help patients live a full and active life.

Teams

• Clinical staff including GPs and Partners
• Clinical support
• Management
• Business support
• Operations support

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, 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 & Safety

• Using personal 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.
• Making effective use of training to update knowledge and skills.
• Using appropriate infection control procedures and maintaining work areas in a tidy and safe way and free from hazards.
• Reporting potential risks identified.

Equality and Diversity

• Acting in a way that recognises the importance of peoples 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 which is welcoming to and of the individual, is non judgemental and respects their circumstances, feelings, priorities and rights.

Personal/Professional Development

• 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.

Quality

• 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 making suggestions on ways to improve and enhance the teams performance.
• Work effectively with individuals in other agencies to meet patients needs.
• Effectively manage own time, workload and resources.

Communication

• Communicate effectively with other 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

• Apply practice policies, standards and guidance.
• Discuss with other members of the team how the policies, standards and guidelines will affect own work.
• Participate in audit where appropriate.

Statement Of Purpose

Job Purpose The Team Leader is responsible for providing day to day support to the Operations Support Manager, assisting in the smooth running of the Practice Operations Support Services. They will be the point of contact for staff queries, new staff induction and training matters, and provide supervision of the day to day duties carried out by the team, ensuring an excellent patient experience is delivered at all times.

Principal Accountabilities

• To assist the Operations Support Manager in ensuring the team provides an effective and timely service to the Practice and patients
• To provide provision of leadership for the team, fostering a supportive environment for the team
• To deliver departmental training including new staff inductions and staff competency assessments
• To ensure all staff are kept up to date with regular updates and changes to processes
• To arrange staff absence cover and ensure any cover issues are escalated appropriately
• To ensure the emis inboxes are reviewed and processed regularly
• To complete and process patient forms and information in line with working protocols
• To reallocate appointments at short notice at during times of clinical absence
• To ensure all working policies, procedures, protocols and processes are adhered to at all times
• To support the team in dealing with patient compliments and complaints to resolve issues where possible to prevent escalation to formal processes
• To carry out day to day administration tasks as required

The Practice is open from 8.00am until 6.30pm, with regular extended hours surgeries. It is expected that all staff will work on a rota basis, according to the needs of the service.

The contents of this job description and person specification will be reviewed on an annual basis in line with the Practice training and development review policy.