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, escalate 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