Care Navigator Team Leader (Reception)


Company:	NHS Jobs
Salary:	Negotiable
Hours:	Full-time
Location:	Accrington, BB5 3DD
Job type:	Permanent
Posting date:	9 Oct 2026
Closing date:	22 Oct 2026

Apply for this job

Summary

Please see the full job description and person specification attached as supporting document. Below is a summary of the key tasks. Team Leadership and Supervision Provide visible, hands-on, day-to-day leadership and supervision to the Care Navigation team at Rhyddings Surgery Act as the first point of contact for the team during the day for operational queries, guidance and decisions Hold daily team huddles, regular team meetings and one-to-one supervision with each Care Navigator Model high standard of professionalism, confidentiality and compassionate patient care Address minor performance issues informally and escalate ongoing support or formal concerns promptly to the Site Manager Help build a positive, united and supportive team culture Rotas, Cover and Daily Workflow Prepare and maintain the Care Navigation rota, ensuring safe staffing at peak times Ensure the Tuesday late clinic (until 8pm) is staffed, working it on a rota basis Process annual leave requests and arrange short-notice cover, passing sickness notifications promptly to the Site Manager Allocate individual task lists and ensure daily tasks (triage lists, 111/CCAS appointments, home visit request, prescription queries, document workflow) are completed Ensure the surgery is opened, secured and prepared each day, with clear handovers between shifts Hands-on Care Navigation Work as an active member of the team on the front desk, telephones and online requests particularly at busy times Use care navigation pathways to direct patients to the most appropriate clinician, service or resource Book appointments using Emis Web and handle prescription queries, home visits, test results and sensitive matters with care Response to emergencies and act as the escalation point when patient interactions become difficult Care Navigation Administration Carry out the same administrative duties as the Care Navigation team and cover colleagues' task during absences, including: Processing reception emails, PATCHS online request and EMIS tasks Patient registrations, amendments and deduction, changes of address and changes of name Proxy access and NHS App access request Scanning, coding, filing and general administration Telephone Cover at Peak Times (Surgery Connect) Ensure on-site Care Navigators are logged in and taking calls during peak times (8:00-10:00 am and and 5:00-6:30 pm), and take calls yourself. When the call queue wait exceeds 30 minutes, ensure all available staff on site move onto the telephones until the queue is brought down Work closely with the Connect Team Leader, who monitors the overall telephone service from the Connect hub Ensure staff can use Surgery Connect confidently and report any telephone faults promptly Connect Hub and Cross-Site Working Work at the Connect Hub, Shadsworth Surgery, on a rota basis, handling telephone and online request ad supporting triage workflows Provide cover across the Practice's sites when needed Work with the Connect Team Leader and other Team Leaders to keep processes and standards consistent across all sites Complaints and Patient Feedback De-escalate concerns at first point of contact wherever possible Pass formal complaints promptly to the Site Manager and provide factual information when requested Support patient surveys, the Friends and Family Test and the Patient Participation Group Systems, Quality and Service Development Support modern general practice access, ensuring telephone, online and walk-in requests ate handled consistently and fairly Promote NHS App and online services while supporting patients who cannot use digital routes Ensure appropriate signposting to the wider primary care team and local services, including Pharmacy First and NHS 111 Support seasonal vaccination campaigns, recalls and new systems or processes Carry out regular audits, keep protocols up to date, contribute to monthly telephone review and complete IG spot checks Follow the Business Continuity Plan during service disruption Communication and Reporting Hold regular structured catch-ups with the Site Manager and keep them informed of significant issues Cascade information from management and clinical meetings to the team clearly and promptly Raise concerns directly, promptly and constructively Training and Development Support the induction and training of new Care Navigators Monitor mandatory training compliance across the team and identify training needs Engage with your own appraisal and development, including Team Leader development programme Health, Safety and Professional Responsibilities Ensure routine site safety checks are completed and logged, and act as a Fire Marshal Maintain confidentiality in line with GDPR and the Caldicott principles Follow safeguarding, infection control and health and safety policies Support the Christian ethos and values of the Practice The Job description is not intended to be fully comprehensive description of the duties of the post-holder and may develop over time. Therefore, these duties will be subject to regular review and may be amended from time to time in consultation with the post-holder.

Apply for this job