Site Lead

This role ensures the smooth functioning of the practice bymanaging the care navigation team, overseeing patient care and ensuring smooth day to day running of your site, and maintaining highstandards of service delivery and safety. The site lead will work as asa pivotal link between the practice staff and the Assistant Practice Manager,facilitating effective communication and efficient operational management.

Main duties of the job

• Daily Oversight: Oversee the smooth running of the care navigation team, ensuring efficient delivery of services and appropriate cover.
• Staff Coordination: Manage care navigation staff at Ernesettle and Trelawny (7 care navigators), including rota planning, task allocation, telephone system oversight, and monitoring team performance.
• Premises Liaison: Act as the first point of contact for any building or facilities issues on site.
• Service Flow: Ensure efficient patient service processes including appointments, check-ins etc. to enhance patient experience.
• Complaint Handling: Manage informal patient complaints or concerns raised on site, resolving them promptly and empathetically, and escalating when necessary.
• Safety and Standards: Support compliance with health and safety requirements by conducting regular site checks.
• Team Communication: Serve as a key communication link between site-based teams and management.
• Team Support: Foster a positive and collaborative working environment, offering daily leadership and support to care navigation colleagues.
• Training & Mentorship: Identify training needs within the team and support mentoring and upskilling.
• Monday 08:0018:00 at Ernesettle, Tuesday 08:0018:00at Trelawny, Wednesday 08:0018:00at Ernesettle, Thursday NWD, Friday 08:0018:00 at Trelawny.

Or

• Monday 08:0016:00at Ernesettle, Tuesday 08:0016:00at Trelawny, Wednesday 08:0016:00 at Ernesettle,Thursday 08:0016:00 at Trelawny, Friday 08:0016:00at Ernesettle.

About us

The Mayflower Medical Group has recently been acquired by the Fuller and Forbes Partnership who oversee GP Surgeries across the country. The Organisation has sites in Plymouth, Exeter, Barnstaple, Leeds, Burnley and Gateshead.

Job responsibilities

Operational Management:

Daily Operations Oversight: Supervisethe daily operations of care navigation team on your site, ensuring allactivities run smoothly and efficiently.

Staff Management: Manage the care navigator staff, includingscheduling, task assignment, telephone oversight, and performance monitoring toensure high levels of productivity and quality patient care.

Facility Management: Act as first port of call for anymaintenance and operation issued at the site and escalate to ensure they aresafe and meet the needs of staff and patients.

Patient Care Coordination:

Service Coordination: Coordinate patient services, includingappointment scheduling, patient registration, to optimise patient flow andsatisfaction.

Complaint Resolution: Act as the first point of contact forpatient complaints at the site, resolving issues effectively and improvingservice quality continuously.

Health and Safety Compliance: Ensure the site complies withhealth and safety standards, conducting regular checks and coordinating withhealthcare professionals to maintain a safe environment.

Communication and Reporting:

Internal Communication: Facilitate effective communicationwithin the site and with other parts of the organisation, ensuring that allstaff are informed of operational policies and procedures.

Reporting: Compile reports on site activities, issues, andoutcomes for the Assistant Practice Manager, providing insights andrecommendations for improvements.

Leadership and Development:

Team Leadership: Provide leadership and direction to thesite team, promoting an ethos of teamwork, cooperation, and continuousimprovement.

Staff Development: Identify training needs and opportunitiesfor staff development, organising sessions and mentoring staff to enhance theirskills and capabilities.

Quality Assurance:

Service Quality Monitoring: Monitor the quality-of-servicedelivery, utilising patient feedback and other indicators to implement qualityimprovement initiatives.

Compliance Monitoring: Regularly review and ensurecompliance with all organisational policies and procedures, as well as legalregulations.

Strategic Involvement:

Policy Implementation: Play a key role in the implementationof new policies and procedures at the site, ensuring alignment with overallpractice goals.

Innovation and Improvement: Initiate and manage projectsthat improve operational efficiency, patient care, and staff satisfaction atthe site.

eConsultations: Process eConsultations received if required.

Any other administrative work as required.

The Practice recognises that the role above is wide andvaried is evolving in nature. Therefore, this job description is not intendedto be exhaustive and there will be other tasks and duties that the post holderwill be expected to perform within what is ordinarily expected of this role.

Person Specification Qualifications

• Educational Background:
• Core GCSEs
• Management, leadership or related qualification or equivalent experience.

Experience

• Proven experience in healthcare management
• Extensive knowledge of healthcare operations
• Management Skills
• Strong leadership and team management skills
• Experience in conflict resolution
• Operational Competence
• Proficiency in managing medical facilities
• Ability to implement efficient processes and procedures to improve service delivery
• Communication Skills
• Excellent verbal and written communication abilities
• Strong interpersonal skills
• In-depth understanding of health and safety regulations
• Familiarity with healthcare accreditation processes and quality assurance practices
• Strategic Thinking:
• Ability to develop strategic plans that align with the practices overall goals
• Skills in analysing operational data to identify trends
• Adaptability and Innovation
• Flexible and adaptive to changing healthcare environments
• Willingness to adopt new technologies and methodologies
• Quality Improvement
• Proven track record in initiating and leading quality improvement initiatives
• Competence in using quality assurance tools and methodologies
• Professional Development
• Commitment to continuous professional and personal development
• Ability to mentor and develop staff

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.