Change and Development Manager

Job description

Job responsibilities

Key areas of responsibility

Reception and admin staff training

• Lead and own the Care Navigation Training Programme for all reception staff
• Deliver the training to staff at the sites (existing staff and new staff)
• Review individual staff progress with Operations Managers and agree sign-off of achievement
• Share best practice across surgeries
• Create reference materials to support training, including Q&A guides, process charts, protocols and policies
• Liaise with HFP HR manager when external training courses may be required to supplement Care Navigation training

The postholder will agree a date in 2025 by which 50% of reception staff will have achieved care navigator status, and a second date by which 85% will have achieved it. This will be the primary focus for the role for the first 9 months. Eventually we need to achieve 85% of reception staff achieving sign-off which will be considered steady state. At that point, this aspect of the role will diminish to between a quarter and a third of total time.

Specific staff line management

Line manage all HFP Link Workers: performance and attendance

Work with the Lead Link Worker to develop the team, the team members, and the service

Understand and optimise how the Link Workers use Joy and SystmOne

Operational improvement and resilience

Organisational lead for improving workflow and task usage

Organisational lead for optimising use of ERS and Rego

Organisational lead and system owner for Surgery Connect (phone platform) and Falcony (incident reporting platform)

Support a surgery in the event of extended depleted management resource (for example long term sickness or vacancy of Operations Manager role)

The job description will be reviewed after the first 12 months and may expand to reflect new operational priorities or major projects.

Cross organisational working

The role involves very extensive cross-organisational working and will require strong and productive relationships with other managers including 5x Operations Managers, HR manager, and Head of Performance and Quality. Other stakeholders include the Heads of Nursing and Pharmacy, the Site Lead Partners, and the Director of Governance.

Required experience and skill set

The postholder must have operational management experience in an NHS primary care setting and be able to evidence skills and achievement relevant to the role.

Person Specification

Experience

Essential

• Must have operational management experience in an NHS primary care setting
• Evidence skills and achievement relevant to the role.
• Strategic thinking
• Strong interpersonal and communication skills
• Leadership and team management abilities
• Effective time management (Planning & Organising)
• Problem solving & analytical skills
• Disclosure Barring Service (DBS) check

Qualifications

Essential

• Educated to Higher Education Level

Desirable

• Bachelors Degree or equivalent

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.

Employer details

Employer name

H&F Partnership

Address

Park Medical Centre

Invermead Close

London

W60QG

Employer's website

https://www.northendmedicalcentre.nhs.uk/ (Opens in a new tab)