Health Navigator Supervisor - Charlotte Keel Medical Practice

Job overview

At Charlotte Keel Medical Practice, no two days are the same. You’ll be right at the heart of a diverse and fast-moving inner-city healthcare service, supporting over 19,000 patients from all walks of life. Whether you’re helping someone access urgent care or providing calm support in emotionally charged moments, your actions will shape someone’s day, for the better.

The Health Navigation Supervisor is responsible for the day-to-day supervision, coordination, and performance of the Health Navigation Team within Patient Services. The role ensures the effective delivery of high-quality patient navigation, appointment management, and patient access services. The post holder will provide operational leadership, oversee workload management, maintain service standards, and support the development and wellbeing of Health Navigators.

Working within a job-share arrangement, the Health Navigation Supervisor will provide flexible leadership across morning and afternoon shifts, ensuring seamless continuity of service, patient safety, and an outstanding patient experience throughout the operational day.

Important Eligibility Information Please note that BrisDoc is not able to offer visa sponsorship for this role.

Main duties of the job

Who We’re Looking For

We’re looking for people who share our passion for the NHS and delivering “patient care by people who care”.

• Educated to GCSE level (or equivalent) including English and Mathematics
• Proficient in Microsoft Office applications and digital systems
• Evidence of continuing professional development
• Significant experience in a patient-facing customer service or healthcare administration role
• Experience of supervising, mentoring or leading a team
• Experience managing competing priorities and operational pressures in a busy, fast-paced environment
• Experience handling complex or challenging patient interactions
• Significant experience using clinical systems such as EMIS Web within a GP Practice or Primary Care setting.
• Experience using AccuRx or equivalent digital patient communication platforms.
• Experience of managing patient access, appointment systems and clinical workflows.
• Experience supporting a busy patient-facing reception or contact centre environment.
• Experience handling patient complaints, concerns and service recovery conversations.
• Promote a positive, inclusive, and supportive team culture
• Act as a visible leader and role model within Patient Services
• Self-motivated and organised
• Committed to delivering high-quality patient care and service excellence

Detailed job description and main responsibilities

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.

Applicant requirements

The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.