Job summary

Are you a natural leader who loves making things run smoothly for patients and colleagues ? We'd love to hear from you.

Rhyddings Surgery in Oswaldtwistle is looking for a Care Navigator Team Leader to lead our friendly, hardworking team. Our care navigators are the first voice and face patients meet, and they play a vital part in helping every patient get to the right care, first time. As their Team Leader, you'll be at the heart of it all.

This is a hands-on leadership role. You won't be leading from behind the desk. You'll be right there with the team on the busiest days, setting the standard, keeping everyone organised and supported, and helping the surgery run like clockwork.

We're looking or someone who is calm under pressure, confident making decisions, and brings out the best in others. Experience in general practice is a big advantage, and if you've already supervised or guided a team, even informally, we want to hear about it.

In return, you'll join a practice that is growing, trying new ways of working, and committed to developing its people. It's a real chance to make your mark.

30 hours per week, Monday to Friday.

Main duties of the job

No two days are the same, but here's a flavour of what you'll be doing.

Your day starts by making sure the surgery is ready and the team are set up for the morning rush. Between 8 am and 10 am you'll be on the phones with your colleagues, helping patients get the care they need and keeping the queue moving. You'll hold a quick team huddle to agree the day's priorities, and you'll be the person the team turns to when they need guidance, a second opinion or a calm voice with a difficult call.

Through the day you'll balance leading with doing. One moment you might be helping a patient at the front desk, the next you'll be checking that registrations, online requests and tasks are on track, or planning next month's rota so that busy periods are always covered.

You'll spend time with new starters, helping them settle in and build confidence, and you'll support the whole team to keep learning and improving. You'll keep the Site Manager up to date and work closely with the Connect Team Leader, sharing ideas and making sure patients get the same great service across all our sites.

Some days you'll be based at our Connect Hub at Shadsworth, handling calls and online requests as part of our triage model. On Tuesdays, on a rota basis, you'll help run our late clinic until 8pm.

If you enjoy being busy, love solving problems and get satisfaction from seeing a team work well together, this role is for you.

About us

Cornerstone Practice is a Christian GP practice founded by Christian doctors and staff, caring for patients across four sites in the Blackburn and Oswaldtwistle area.

Our values shape how we work. We aim to be open and honest with each other, to pull together as one team, and to keep finding better ways to care for our community.

At Rhyddings Surgery you'll join a friendly, close-knit team of care navigators, clinicians and support staff who look out for one another. It's busy, and we work hard, but we also values kindness, good humour and a supportive atmosphere where people feel able to ask for help. With a new Site Manager now is post, it's an exciting time to join us.

We're proud to be developing new ways of working, including our Connect Hub at Shadsworth Surgery, and we want our staff to grow with us. We invest in training and development, and we'll support you to build your skills and confidence as a leader.

Working with us, you'll benefit from:

• A supportive, values-led team
• Ongoing training and development
• Uniform
• NHS Pension

Come and make a real difference with us.

Details

Date posted

09 October 2026

Pay scheme

Agenda for change

Band

Band 3

Salary

Depending on experience

Contract

Permanent

Working pattern

Full-time, Part-time

Reference number

A3282-26-0018

Job locations

The Cornerstone Practice

Rhyddings Surgery

71 Union Road

Accrington

Lancashire

BB5 3DD

United Kingdom

The Cornerstone Practice

Shadsworth Surgery

Shadsworth Road

Blackburn

Lancashire

BB1 2HR

United Kingdom

Job description

Job responsibilities

Please see the full job description and person specification attached as supporting document.

Below is a summary of the key tasks.

Team Leadership and Supervision

• Provide visible, hands-on, day-to-day leadership and supervision to the Care Navigation team at Rhyddings Surgery
• Act as the first point of contact for the team during the day for operational queries, guidance and decisions
• Hold daily team huddles, regular team meetings and one-to-one supervision with each Care Navigator
• Model high standard of professionalism, confidentiality and compassionate patient care
• Address minor performance issues informally and escalate ongoing support or formal concerns promptly to the Site Manager
• Help build a positive, united and supportive team culture

Rotas, Cover and Daily Workflow

• Prepare and maintain the Care Navigation rota, ensuring safe staffing at peak times
• Ensure the Tuesday late clinic (until 8pm) is staffed, working it on a rota basis
• Process annual leave requests and arrange short-notice cover, passing sickness notifications promptly to the Site Manager
• Allocate individual task lists and ensure daily tasks (triage lists, 111/CCAS appointments, home visit request, prescription queries, document workflow) are completed
• Ensure the surgery is opened, secured and prepared each day, with clear handovers between shifts

Hands-on Care Navigation

• Work as an active member of the team on the front desk, telephones and online requests particularly at busy times
• Use care navigation pathways to direct patients to the most appropriate clinician, service or resource
• Book appointments using Emis Web and handle prescription queries, home visits, test results and sensitive matters with care
• Response to emergencies and act as the escalation point when patient interactions become difficult

Care Navigation Administration

• Carry out the same administrative duties as the Care Navigation team and cover colleagues' task during absences, including:
• Processing reception emails, PATCHS online request and EMIS tasks
• Patient registrations, amendments and deduction, changes of address and changes of name
• Proxy access and NHS App access request
• Scanning, coding, filing and general administration

Telephone Cover at Peak Times (Surgery Connect)

• Ensure on-site Care Navigators are logged in and taking calls during peak times (8:00-10:00 am and and 5:00-6:30 pm), and take calls yourself.
• When the call queue wait exceeds 30 minutes, ensure all available staff on site move onto the telephones until the queue is brought down
• Work closely with the Connect Team Leader, who monitors the overall telephone service from the Connect hub
• Ensure staff can use Surgery Connect confidently and report any telephone faults promptly

Connect Hub and Cross-Site Working

• Work at the Connect Hub, Shadsworth Surgery, on a rota basis, handling telephone and online request ad supporting triage workflows
• Provide cover across the Practice's sites when needed
• Work with the Connect Team Leader and other Team Leaders to keep processes and standards consistent across all sites

Complaints and Patient Feedback

• De-escalate concerns at first point of contact wherever possible
• Pass formal complaints promptly to the Site Manager and provide factual information when requested
• Support patient surveys, the Friends and Family Test and the Patient Participation Group

Systems, Quality and Service Development

• Support modern general practice access, ensuring telephone, online and walk-in requests ate handled consistently and fairly
• Promote NHS App and online services while supporting patients who cannot use digital routes
• Ensure appropriate signposting to the wider primary care team and local services, including Pharmacy First and NHS 111
• Support seasonal vaccination campaigns, recalls and new systems or processes
• Carry out regular audits, keep protocols up to date, contribute to monthly telephone review and complete IG spot checks
• Follow the Business Continuity Plan during service disruption

Communication and Reporting

• Hold regular structured catch-ups with the Site Manager and keep them informed of significant issues
• Cascade information from management and clinical meetings to the team clearly and promptly
• Raise concerns directly, promptly and constructively

Training and Development

• Support the induction and training of new Care Navigators
• Monitor mandatory training compliance across the team and identify training needs
• Engage with your own appraisal and development, including Team Leader development programme

Health, Safety and Professional Responsibilities

• Ensure routine site safety checks are completed and logged, and act as a Fire Marshal
• Maintain confidentiality in line with GDPR and the Caldicott principles
• Follow safeguarding, infection control and health and safety policies
• Support the Christian ethos and values of the Practice

The Job description is not intended to be fully comprehensive description of the duties of the post-holder and may develop over time. Therefore, these duties will be subject to regular review and may be amended from time to time in consultation with the post-holder.

Job description Job responsibilities Please see the full job description and person specification attached as supporting document.Below is a summary of the key tasks.Team Leadership and SupervisionProvide visible, hands-on, day-to-day leadership and supervision to the Care Navigation team at Rhyddings SurgeryAct as the first point of contact for the team during the day for operational queries, guidance and decisionsHold daily team huddles, regular team meetings and one-to-one supervision with each Care NavigatorModel high standard of professionalism, confidentiality and compassionate patient careAddress minor performance issues informally and escalate ongoing support or formal concerns promptly to the Site ManagerHelp build a positive, united and supportive team cultureRotas, Cover and Daily WorkflowPrepare and maintain the Care Navigation rota, ensuring safe staffing at peak timesEnsure the Tuesday late clinic (until 8pm) is staffed, working it on a rota basisProcess annual leave requests and arrange short-notice cover, passing sickness notifications promptly to the Site ManagerAllocate individual task lists and ensure daily tasks (triage lists, 111/CCAS appointments, home visit request, prescription queries, document workflow) are completedEnsure the surgery is opened, secured and prepared each day, with clear handovers between shiftsHands-on Care NavigationWork as an active member of the team on the front desk, telephones and online requests particularly at busy timesUse care navigation pathways to direct patients to the most appropriate clinician, service or resourceBook appointments using Emis Web and handle prescription queries, home visits, test results and sensitive matters with careResponse to emergencies and act as the escalation point when patient interactions become difficultCare Navigation AdministrationCarry out the same administrative duties as the Care Navigation team and cover colleagues' task during absences, including:Processing reception emails, PATCHS online request and EMIS tasksPatient registrations, amendments and deduction, changes of address and changes of nameProxy access and NHS App access requestScanning, coding, filing and general administrationTelephone Cover at Peak Times (Surgery Connect)Ensure on-site Care Navigators are logged in and taking calls during peak times (8:00-10:00 am and and 5:00-6:30 pm), and take calls yourself.When the call queue wait exceeds 30 minutes, ensure all available staff on site move onto the telephones until the queue is brought downWork closely with the Connect Team Leader, who monitors the overall telephone service from the Connect hubEnsure staff can use Surgery Connect confidently and report any telephone faults promptlyConnect Hub and Cross-Site WorkingWork at the Connect Hub, Shadsworth Surgery, on a rota basis, handling telephone and online request ad supporting triage workflowsProvide cover across the Practice's sites when neededWork with the Connect Team Leader and other Team Leaders to keep processes and standards consistent across all sitesComplaints and Patient FeedbackDe-escalate concerns at first point of contact wherever possiblePass formal complaints promptly to the Site Manager and provide factual information when requestedSupport patient surveys, the Friends and Family Test and the Patient Participation GroupSystems, Quality and Service DevelopmentSupport modern general practice access, ensuring telephone, online and walk-in requests ate handled consistently and fairlyPromote NHS App and online services while supporting patients who cannot use digital routesEnsure appropriate signposting to the wider primary care team and local services, including Pharmacy First and NHS 111Support seasonal vaccination campaigns, recalls and new systems or processesCarry out regular audits, keep protocols up to date, contribute to monthly telephone review and complete IG spot checksFollow the Business Continuity Plan during service disruptionCommunication and ReportingHold regular structured catch-ups with the Site Manager and keep them informed of significant issuesCascade information from management and clinical meetings to the team clearly and promptlyRaise concerns directly, promptly and constructivelyTraining and DevelopmentSupport the induction and training of new Care NavigatorsMonitor mandatory training compliance across the team and identify training needsEngage with your own appraisal and development, including Team Leader development programmeHealth, Safety and Professional ResponsibilitiesEnsure routine site safety checks are completed and logged, and act as a Fire MarshalMaintain confidentiality in line with GDPR and the Caldicott principlesFollow safeguarding, infection control and health and safety policiesSupport the Christian ethos and values of the PracticeThe Job description is not intended to be fully comprehensive description of the duties of the post-holder and may develop over time. Therefore, these duties will be subject to regular review and may be amended from time to time in consultation with the post-holder.

Person Specification

Qualifications

Essential

• 5 GCSE passes (including Mathematics and English Language) or equivalent

Desirable

• NVQ Level 2/3 in Customer Service, Business Administration or Team Leader
• AMSPAR qualifications (Reception/Secretarial)
• Leadership or management qualification (e.g. ILM Level 3)
• Evidence of recent self-directed learning

Other Requirements

Essential

• Willingness to undergo an DBS check

Desirable

• Full, current UK driving licence and access to a vehicle for cross-site working

Knowledge

Essential

• Understanding of the importance of confidentiality, GDPR, safeguarding and information governance
• Familiarity with local services and the local healthcare environment

Desirable

• Understanding of General Practice operations and care navigation pathways
• Awareness of the wider primary care teams (e.g. clinical pharmacists, social prescribers, Pharmacy First)
• Awareness of employment law and health safety legislations

Personal Attributes

Essential

• Reliable, honest and trustworthy, with a strong personal commitment to integrity
• Professional demeanour, smart appearance and articulate manner
• Methodical and detail-focused, taking pride in the accuracy and quality of work
• Team player, self-motivated and able to work with minimal supervision
• Warm, empathetic and patient-centred, treating every individual with dignity and respect
• Open to feedback and committed to continuous learning
• Raises concerns openly, promptly and constructively

Desirable

• A positive, can-do attitude with a willingness to go above and beyond when needed
• An interest in community health and wellbeing

Skills

Essential

• Leadership skills, including the ability to motivate, coach and develop others
• Confidence in giving clear, constructive feedback
• Excellent verbal and written communication, including conflict resolution
• Confident user of IT with the ability to learn new systems quickly
• Ability to produce, analyse and interpret data (e.g. call statistics, appointment data)
• Effective time management - able to plan, prioritise and meet deadlines
• Sound judgement and confident decision-making under pressure
• Tact, diplomacy, problem solving and attention to detail
• Able to support and contribute to the Christian ethos an organisational values of the Practice

Desirable

• Ability to develop and measure standards of service delivery
• Good working knowledge of Excel and Teams

Experience

Essential

• Experience o supervising, leading or mentoring a team in any sector (e.g. customer service, retail, hospitality, contact centre, Healthcare)
• Experience in a busy customer-facing or customer service environment
• Experience in of managing high volumes of telephone or customer demand, including peak periods
• Experience of organising rotas or shifts and managing competing priorities under pressure
• Experience of handling complaints and difficult situations calmly and professionally

Desirable

• Experience in reception, care navigation or administration or a healthcare setting
• At least 6 months experience working in a Cornerstone Practice Surgery
• Experience of patient registrations and general practice administration
• Experience using Surgery Connect
• Experience using Emis Web, online consultation tools (e.g. PATCHS)
• Experience of delivering induction or training to staff
• Experience of introduction a new process or service improvement

Person Specification Qualifications Essential 5 GCSE passes (including Mathematics and English Language) or equivalent Desirable NVQ Level 2/3 in Customer Service, Business Administration or Team Leader AMSPAR qualifications (Reception/Secretarial) Leadership or management qualification (e.g. ILM Level 3) Evidence of recent self-directed learning Other Requirements Essential Willingness to undergo an DBS check Desirable Full, current UK driving licence and access to a vehicle for cross-site working Knowledge Essential Understanding of the importance of confidentiality, GDPR, safeguarding and information governance Familiarity with local services and the local healthcare environment Desirable Understanding of General Practice operations and care navigation pathways Awareness of the wider primary care teams (e.g. clinical pharmacists, social prescribers, Pharmacy First) Awareness of employment law and health safety legislations Personal Attributes Essential Reliable, honest and trustworthy, with a strong personal commitment to integrity Professional demeanour, smart appearance and articulate manner Methodical and detail-focused, taking pride in the accuracy and quality of work Team player, self-motivated and able to work with minimal supervision Warm, empathetic and patient-centred, treating every individual with dignity and respect Open to feedback and committed to continuous learning Raises concerns openly, promptly and constructively Desirable A positive, can-do attitude with a willingness to go above and beyond when needed An interest in community health and wellbeing Skills Essential Leadership skills, including the ability to motivate, coach and develop others Confidence in giving clear, constructive feedback Excellent verbal and written communication, including conflict resolution Confident user of IT with the ability to learn new systems quickly Ability to produce, analyse and interpret data (e.g. call statistics, appointment data) Effective time management - able to plan, prioritise and meet deadlines Sound judgement and confident decision-making under pressure Tact, diplomacy, problem solving and attention to detail Able to support and contribute to the Christian ethos an organisational values of the Practice Desirable Ability to develop and measure standards of service delivery Good working knowledge of Excel and Teams Experience Essential Experience o supervising, leading or mentoring a team in any sector (e.g. customer service, retail, hospitality, contact centre, Healthcare) Experience in a busy customer-facing or customer service environment Experience in of managing high volumes of telephone or customer demand, including peak periods Experience of organising rotas or shifts and managing competing priorities under pressure Experience of handling complaints and difficult situations calmly and professionally Desirable Experience in reception, care navigation or administration or a healthcare setting At least 6 months experience working in a Cornerstone Practice Surgery Experience of patient registrations and general practice administration Experience using Surgery Connect Experience using Emis Web, online consultation tools (e.g. PATCHS) Experience of delivering induction or training to staff Experience of introduction a new process or service improvement

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

Cornerstone

Address

The Cornerstone Practice

Rhyddings Surgery

71 Union Road

Accrington

Lancashire

BB5 3DD

United Kingdom

Employer's website

https://www.cornerstonepractice.com/ (Opens in a new tab)

Employer details

Employer name

Cornerstone

Address

The Cornerstone Practice

Rhyddings Surgery

71 Union Road

Accrington

Lancashire

BB5 3DD

United Kingdom

Employer's website

https://www.cornerstonepractice.com/ (Opens in a new tab)