Operational / Care Navigation Manager

• 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, escape 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
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