Job summary
The Heron Practice, is a dynamic,
multi-award-winning teaching Partnership,
serving patients in the community for more than 30 years, in the Woodberry
Wetlands region looking after circa 12,000 patients.
Located close to Manor House
underground station, offering a friendly and supportive working environment. We
are looking for PAs of all experience levels to join us on our mission to
provide accessible care to our patients.
Job Overview:
We are seeking a highly
organised and customer-focused individual to join our team as a Patient
Services Supervisor. As a Patient Services Supervisor you will play a crucial
role in providing excellent customer service and ensuring the smooth operation
of our healthcare facility.
You must have previous
experience working in Primary Care and preferably in a Supervisory capacity.
Familiarity with EMIS would be helpful.
Main duties of the job
The Supervisor role, manages the day to day work allocation and processing of the Patient Services Team. This will be in tandem with the other Supervisor, both of you working together to provide support across the full opening hours of the practice. It is a challenging, interesting and busy role, as no two days are the same.
You are responsible for maintaining staff rota's, as well as overseeing their day to day activities. Providing support and guidance in helping them to address the needs of the patient population.
About us
Along with four Partners, we have a management team, made up of an Operations Manager and Patient Services Manager and two Supervisors. Full complement of staff include Salaried Doctors, Clinical Pharmacist, Practice Nurses, Physician Associate, Health Care Assistants, Physiotherapists, Paramedic, Social Prescriber, Mental Health Practitioner and Reception/Secretarial/Admin staff round out our team. We are a teaching and training practice and believe very much in staff development and training.
Job description
Job responsibilities
Responsibilities:
- Responsible for the smooth and efficient running of all front line patient services.
- Responsible for ensuring adequate staffing levels are maintained and that suitable contingency plans are in place to cover for both planned and unplanned absences.
- Responsible for co-ordinating the patient services teams workload and ensuring all work is completed within required timescales both upstairs and downstairs staff.
- Responsible for allocating administrative tasks to self and staff and for ensuring these are carried out efficiently and in accordance with practice procedures, protocols and time-scales.
- Responsible for dealing with front line patient issues, concerns and complaints and for ensuring these are escalated to the Patient Services Manager as appropriate.
- Responsible for ensuring adequate supplies of stock, equipment and vaccines etc. are maintained and raising order requests as appropriate.
- Responsible for monitoring the practice email account and taking appropriate action as required.
- Responsible for monitoring the practice appointment system to ensure appointments are booked correctly and utilised efficiently.
- Responsible for raising repair order and maintenance requests with NHS Property Services as required and for ensuring these are completed in a timely manner.
- Responsible for ensuring all incidents, accidents, significant events are documented in accordance with practice procedures and that the Patient Services Manager is informed accordingly.
- Responsible for ensuring good housekeeping, health and safety and infection control standards are maintained throughout the practice and for reporting any issues or breaches to the Patient Services Manager immediately.
- Responsible for providing day-to-day support to staff and ensuring individual training and development needs are identified and met.
- Assist with/undertake annual staff development reviews as required.
- Assist the Operations Manager with the induction and training of new staff as required.
- Maintain appropriate records, undertake searches and audit and prepare reports/statistics as required.
- Assist with the practice call and recall systems as required.
- Assist the Operations Manager in creating and updating practice policies, procedures and protocols as required and ensure these are adhered to.
- Attend practice and other related meetings contracted hours when necessary.
- Continually assess and evaluate systems recommending changes and improvements to the Patient Services Manager as appropriate.
Job description
Job responsibilities
Responsibilities:
- Responsible for the smooth and efficient running of all front line patient services.
- Responsible for ensuring adequate staffing levels are maintained and that suitable contingency plans are in place to cover for both planned and unplanned absences.
- Responsible for co-ordinating the patient services teams workload and ensuring all work is completed within required timescales both upstairs and downstairs staff.
- Responsible for allocating administrative tasks to self and staff and for ensuring these are carried out efficiently and in accordance with practice procedures, protocols and time-scales.
- Responsible for dealing with front line patient issues, concerns and complaints and for ensuring these are escalated to the Patient Services Manager as appropriate.
- Responsible for ensuring adequate supplies of stock, equipment and vaccines etc. are maintained and raising order requests as appropriate.
- Responsible for monitoring the practice email account and taking appropriate action as required.
- Responsible for monitoring the practice appointment system to ensure appointments are booked correctly and utilised efficiently.
- Responsible for raising repair order and maintenance requests with NHS Property Services as required and for ensuring these are completed in a timely manner.
- Responsible for ensuring all incidents, accidents, significant events are documented in accordance with practice procedures and that the Patient Services Manager is informed accordingly.
- Responsible for ensuring good housekeeping, health and safety and infection control standards are maintained throughout the practice and for reporting any issues or breaches to the Patient Services Manager immediately.
- Responsible for providing day-to-day support to staff and ensuring individual training and development needs are identified and met.
- Assist with/undertake annual staff development reviews as required.
- Assist the Operations Manager with the induction and training of new staff as required.
- Maintain appropriate records, undertake searches and audit and prepare reports/statistics as required.
- Assist with the practice call and recall systems as required.
- Assist the Operations Manager in creating and updating practice policies, procedures and protocols as required and ensure these are adhered to.
- Attend practice and other related meetings contracted hours when necessary.
- Continually assess and evaluate systems recommending changes and improvements to the Patient Services Manager as appropriate.
Person Specification
Knowledge and skills
Essential
- Excellent communication, interpersonal and customer care skills
- Effective problem solver
- Excellent IT skills
- Excellent telephone manner
- Ability to maintain a high level of confidentiality
- Ability to work to tight timescales/deadlines and under pressure, whilst maintaining accuracy and attention to detail
- Work under pressure without direct supervision using own initiative and judgement. and determine own workload priorities
- Ability to listen and to
- deal tactfully and empathetically with people
- Evidence of team working
- Flexible working attitude
- An awareness of and commitment to Equal Opportunities
Desirable
- Good knowledge and ability to use a major clinical system (eg. EMIS Web)
- Ability to understand and learn new software and administrative procedures
- Competent with use of Microsoft Office software including Word, Excel and Outlook at intermediate level
- Experience of dealing with people who are distressed or anxious
Qualifications
Essential
- GCSE Grade A - C in English and Maths
- Good standard of education
Desirable
- Educated to Diploma/NVQ level or equivalent
- Evidence of continuing personal and professional development
Experience
Essential
- Experience of working in a people focused environment providing front line services
- Experience of working in an environment where change is frequent and constant
- Good understanding of computers and IT systems
Desirable
- Experience of working in a NHS environment; preferably a GP practice
- Previous people management or supervisory experience
Person Specification
Knowledge and skills
Essential
- Excellent communication, interpersonal and customer care skills
- Effective problem solver
- Excellent IT skills
- Excellent telephone manner
- Ability to maintain a high level of confidentiality
- Ability to work to tight timescales/deadlines and under pressure, whilst maintaining accuracy and attention to detail
- Work under pressure without direct supervision using own initiative and judgement. and determine own workload priorities
- Ability to listen and to
- deal tactfully and empathetically with people
- Evidence of team working
- Flexible working attitude
- An awareness of and commitment to Equal Opportunities
Desirable
- Good knowledge and ability to use a major clinical system (eg. EMIS Web)
- Ability to understand and learn new software and administrative procedures
- Competent with use of Microsoft Office software including Word, Excel and Outlook at intermediate level
- Experience of dealing with people who are distressed or anxious
Qualifications
Essential
- GCSE Grade A - C in English and Maths
- Good standard of education
Desirable
- Educated to Diploma/NVQ level or equivalent
- Evidence of continuing personal and professional development
Experience
Essential
- Experience of working in a people focused environment providing front line services
- Experience of working in an environment where change is frequent and constant
- Good understanding of computers and IT systems
Desirable
- Experience of working in a NHS environment; preferably a GP practice
- Previous people management or supervisory experience
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.