Team Leader

at  Healthcare Central London

WHO WE ARE

Healthcare Central London Ltd (HCL) is a federation of 32 General Practices and 4 Primary Care Networks (PCNS) in Westminster caring for more than 275,000 registered patients. We provide Community and Primary Care services to our local residents, in addition to a wide range of staffing, management and administrative support to our member practices. By working closely with our PCNs and other key partners, including the Local Authority and community Organisations, we help people to stay well and live healthier lives for longer.
We operate Federation-led services including Respiratory and Spirometry hubs; Community Cardiology; Community Dermatology; Community Diabetes service; Access E-hub and Enhanced Access and we support PCNs with managing their NWL single offer contract of services and the National Network DES contract, including ARRS roles.
We are proud to have a unique model of community-led care and support to tackle imbalances and inequality in the system called ‘The Octopus’ and takes us on a journey as part of the Westminster Integrated Neighborhood Team (INT)
We work collaboratively with other partners in the commercial sector including joint ventures; research and consultancy.

REQUIREMENTS

• Provide visible leadership
• Responsible for the line management of Care Coordinator/Care Navigation team
• Nurture talent and foster innovation within the team
• Creating work plans for the Care Coordinators to ensure all daily tasks are assigned
• Deliver individual 1:1 discussions and team meetings
• Document team meetings and share with direct reports
• Delivering regular performance reviews and creating objectives for your direct reports
• First point of contact for Care Coordinators/Care Navigators for on the day service escalations
• First point of contact for GP Practice members and service partners who may contact via SystmOne instant messenger, Teams, email and telephone
• Responsible for the onboarding/training of new starters and ensuring the team is up to date with current/new processes
• Responsible for completing and submitting RA02 forms for SystmOne access to the relevant units and GP practices
• Ensure that direct reports are all complaint for statutory and mandatory training modules
• Quality audits
• Responsible for team performance vs. SLA requirements for the services
• Responsible for delivering a robust rota to ensure service delivery is met (operations and clinical rota depending on the assigned services)
• Identify possible funding streams for the federation and identify opportunities to improve services using these streams
• Working collaboratively with the Finance team to manage budget needs
• Ensure the team adheres to clinical governance strategies, systems and processes and ensure the active participation by all staff
• Ensure the team adheres to health and safety protocols within the GP Practices and South Westminster Centre (dependant on the assigned services)
• Support the Operations Manager to investigate and respond to complaints and incidents in a timely manner
• Support the Operations Manager to encourage an organisational culture committed to learning from complaints and incidents
• Work collaboratively with the HR team to resolve issues relating to the poor performance/attendance of staff
• Support the recruitment of new Care Coordinators/Care Navigators - assisting with application/CV review, screening candidates and participating on the interview panel
• Deputise as required in the absence of the Operations Manager
• Chairing in the absence of the Operations Managers and active attendance in relevant meetings which include team meetings, operations meetings, partnership meetings, MDTs, Governance Committee, etc. Meetings are subject to change
• Engagement with GP Practice members and service partners
• Work collaboratively with the Digital Transformation Team to implement successful transition from projects to business as usual
• Work collaboratively with Business Intelligence (BI) and Digital Transformation teams to ensure that the team has the relevant equipment and access to the required tools/platforms
• Work collaboratively with the BI team regarding data reporting for service delivery/performance

QUALIFICATIONS AND EXPERIENCE

Essential

• Educated to degree level or relevant level of skills and experience
• Evidence of continuing education and development
• Recent experience of managing groups of staff
• Recent experience of performance/sickness absence management
• Recent experience of managing hybrid teams
• Working at Band 5 or above for relevant period or comparable experience
• Experience within a healthcare setting
• Experience of participating in clinical governance activities

Desirable

• Experience of working within Primary Care
• Experience working within digital healthcare

KNOWLEDGE

Essential

• Working knowledge and a commitment to team approach and multi-disciplinary working
• Understanding of clinical risk management and clinical governance
• Working knowledge and a commitment to participating in and understanding of the management process
• Knowledge of various IT systems and good IT proficiency
• An understanding, acceptance and adherence to the need for strict confidentiality
• Knowledge and awareness of issues affecting Primary Care and more broadly within the NHS
• Demonstrable achievement in managing change

Desirable

• Knowledge of EMIS, SystmOne, Patches and Surgery Connect

SKILLS

Essential

• Ability to develop and sustain relationships with a wide range of individuals and within groups
• Ability to work across organisations to deliver a common objective
• Willingness to share and collaborate across entire primary health team
• Ability to develop and maintain effective working relationships with multidisciplinary and multi-agency teams
• Leadership and influencing skills with the ability to enthuse, motivate and involve individuals and teams
• Ability to recognise own limitations and act upon them appropriately
• Willingness to learn new skills and to problem solve daily
• Ability to work within the changing structure of the NHS
• Excellent communicator
• Ability to work in line with practice systems and processes
• Ability to understand issues, problem solve and propose solutions
• Analysis of data to produce succinct information appropriate for its audience
• Able to take conscious steps to manage self under pressure - creating time for reflection and support for self and others

Desirable

• Advanced Excel spread sheet skills

OUR PURPOSE

Our purpose is to transform Health and Wellbeing in our communities.

ABOUT THE ROLE:

The Team Leader will play an important role within the organisation leading a team of Care Coordinators who are responsible for the day-to-day tasks within the services delivering high quality care to our patients. The Team Leader will support the Operations Manager with day-to-day operations delivering the services according to spec and contractual SLAs.
The Team Leader role is hybrid, the weekly requirement is 4 days at the office/GP practice/hub and 1 day working remotely from home.
The Team Leader will support HCL in its mission to innovative and design exciting services which will change the way services are provided to patients. The Team Leader will also support HCL in its delivery of safe and effective services for CQC compliance.