Health Navigator Supervisor - Charlotte Keel Medical Practice

Team Leadership & Line Management

• Provide day-to-day supervision and line management of the Health Navigation team
• Coordinate workloads and resources to ensure patient demand is managed effectively
• Monitor team performance against agreed service standards, KPIs, and patient access targets
• Conduct regular one-to-one meetings, supervision sessions, appraisals, and performance reviews
• Manage annual leave, sickness absence, and rota planning to ensure adequate staffing levels
• Address performance, conduct, and attendance concerns in line with organisational policies and HR procedures

Promote a positive, inclusive, and supportive team culture

Act as a visible leader and role model within Patient Services

Operational Oversight

• Oversee the day-to-day operation of Health Navigation services across all communication channels
• Ensure incoming calls, patient contacts, and navigation requests are managed safely, accurately, and within agreed response times
• Monitor patient demand and service pressures throughout the day, making operational adjustments where required
• Support effective appointment utilisation and access, ensuring timely booking and allocation of appointments
• Ensure daily opening and closing procedures are completed in line with Practice requirements
• Lead operational decision-making during periods of high demand, staffing pressures, or service disruption
• Maintain service continuity during morning and late shift operations
• Patient Access & Navigation
• Ensure patients receive timely, compassionate, and effective support when accessing services

Monitor quality and consistency of patient navigation and signposting processes

Support Health Navigators in managing complex or challenging patient interactions

Ensure patients are directed to the most appropriate clinician, service, or pathway in line with Practice protocols

Promote excellent customer service and patient experience standards

Respond to and resolve escalated patient concerns and complaints relating to patient access and navigation

Clinical Systems & Digital Communications

• Oversee the day-to-day use of EMIS Web, AccuRx and associated patient access systems, ensuring staff use systems accurately and consistently.
• Monitor incoming AccuRx requests, online consultation submissions, administrative queries and patient communications to ensure timely processing and allocation.
• Ensure patient records are updated accurately, consistently and contemporaneously within EMIS Web.
• Maintain oversight of appointment books, slot utilisation, waiting lists and recall processes within EMIS.
• Support operational management of workflow systems, clinical tasks and administrative requests to ensure they are directed to the appropriate team or clinician.
• Escalate system issues, access concerns or digital risks promptly and contribute to business continuity arrangements during system outages.
• Promote digital inclusion and support patients in accessing online services where appropriate.

Template & Workflow Management

• Maintain and oversee patient services templates, navigation protocols and operational workflows.
• Support the development, testing and implementation of EMIS templates to improve consistency, patient safety and data quality.
• Ensure templates remain aligned to current practice processes, contractual requirements and clinical pathways.
• Monitor the effectiveness of navigation scripts, call handling guides and standard operating procedures.
• Support regular review and optimisation of appointment configuration, demand management tools and access pathways.

Front of House & Reception Leadership

• Act as the first point of escalation for reception and patient access issues arising during operational hours.
• Provide visible operational leadership and floor-based supervision and support to Health Navigators throughout the day.
• Monitor patient flow, reception demand and waiting area pressures to maintain a positive patient experience.
• Support staff in managing difficult, distressed or challenging patient interactions.
• Ensure the reception environment remains welcoming, professional, safe and compliant with organisational standards.
• Work closely with clinical colleagues to respond to changes in demand, urgent patient needs and operational pressures.
• Coordinate real-time deployment of staff resources to ensure demand is managed safely and effectively.
• Maintain oversight of opening, closing and site operational procedures.

Quality, Compliance & Governance

• Ensure compliance with Practice policies, NHS standards, Information Governance requirements, and CQC expectations
• Monitor call handling, patient interactions, and workflow processes to ensure quality standards are maintained
• Ensure accurate recording and management of patient information within EMIS and other systems
• Support incident reporting, investigation, and learning processes
• Participate in audits and quality improvement initiatives
• Ensure standard operating procedures are implemented, maintained, and reviewed
• Promote a culture of accountability, safety, and continuous improvement
• Workforce Development & Training
• Support recruitment, induction, and onboarding of Health Navigation staff
• Identify training needs and coordinate learning opportunities
• Support competency assessments and performance development plans
• Communication & Stakeholder Engagement
• Build effective working relationships with clinicians, managers, patients, and external healthcare organisations

Communicate operational issues, risks, and service pressures appropriately

Facilitate effective communication between morning and late shift teams to ensure continuity of care and service delivery

Service Improvement & Innovation

Identify opportunities to improve patient access, efficiency, and service delivery

Monitor service performance and contribute to improvement plans

Promote the effective use of EMIS and other digital systems to support patient care and operational efficiency

Contribute actively to organisational improvement projects and patient access initiatives

General Duties

• Work flexibly to support service requirements.
• Participate in team meetings, leadership meetings, and training activities.
• Maintain confidentiality at all times in relation to patients, staff, and Practice information.
• Ensure compliance with all organisational policies and procedures.
• Support equality, diversity, and inclusion across the organisation.
• Promote environmental sustainability practices within the department.
• Act as a role model for BrisDoc values and behaviours.
• Undertake any other duties appropriate to the role and grade.
• Please see the attached Job Description for more information about the role.
• We reserve the right to amend the closing date for this vacancy depending on application levels.