Patient Services Manager

Job description

Job responsibilities

To join the Operational Management Team in supporting key aspects of practice management operational tasks, ensuring the practice achieves its aims in a safe and effective working environment.

ThePatient Services Managersprimary focus will be the smooth operation of clinics, patient access and contacts, as well as line management of the Reception Team Leaders/Trainer and reception team. They will be the main point of contact for access complements, complaints, and incidents. In addition to shared responsibility of governance, communications, supporting staff wellbeing and attending key meetings.

The following are the core responsibilities of the Patient Services Manager. There may be on occasion, a requirement to carry out other tasks; this will be dependent upon factors such as workload and staffing levels:

GENERAL

To support the smooth running of day-to-day operations of the Practice at both sites.

Management responsibility for the enhanced access function.

Work closely with the GP Rota Manager and Training/Access Co-ordinator/Patient Care Co-ordinator to ensure clinics and appointments are optimised and safe staffing levels are maintained.

Monitoring and interpreting of appointment data (e.g. Gpad) in conjunction with the capacity and access elements of the GP contract.

Maintain an overview of Patient Access and ensure the standard and quality of booking appointments are in accordance with Practice strategy

Manage Reception Team Leaders to ensure Reception Team provide a high level of patient care and follow appropriate policies and procedures

Support the clinical Lead for Complaints, Significant Events (SE), Patient Representation Group (PRG) and Access and follow up actions from these meetings.

Lead on complaints for access.

Provide responses to informal/formal access complaints and investigations. Document and where appropriate, share changes or learning from access complaints/incidents with the wider Practice Team

Lead on responding to patient feedback on Care Opinion & NHS UK and other feedback platforms, as well as administering patient surveys. Liaison with the patient group Chair

Attend Reception Team meetings with Reception Team Leaders when appropriate

Ensure effective communication with Reception Teams and the wider Practice Team

Support the Operational Management Team in maintaining and reviewing/updating of practice policies and procedures

Lead and support university branch intro week to improve patient flows across the process, including vaccination campaigns.

HR

Appraise Reception Team Leaders & Trainer/Access Co-ordinator/ Patient Care Co-ordinator.

Support Reception Team Leaders with Reception Appraisals

Liaise with Training/Access Co-ordinator regarding training developments

Support development and maintaining the practice induction and training schedules

Support and prepare practice communications as part of the operational management team

Lead the Reception recruitment processes in drafting and preparing job descriptions and adverts, co-ordinating applications, and interviews

Lead on the recruitment and training of casual staff in preparation for intro week

Keep abreast of changes in employment legislation in respect of the support function role and attend training relevant to the level of responsibility

Governance

Supporting the overall practice clinical governance framework in the co-ordination, response and handling of complaints and SEA

Contribute to production and review of practice development plans and reports and policies

Monitoring and disseminating information on pertinent information to patients and staff

Lead and support patient engagement via the website, feedback links and social media apps and support and organise patient group meetings

Organise and support key management meetings relevant to role

ORGANISATIONAL

Contribute and support the practice in preparation for any Care Quality Commission inspection or meeting.

This is not an exhaustive list of duties and responsibilities and in discussion with the manager the post holder may be required to undertake other duties which fall within the Banding of the post. The job description will be reviewed regularly in the light of changing service requirements and any such changes will be discussed with the post holder

Person Specification

Qualifications

Essential

• *Good standard of education with excellent literacy & numeracy skills
• *Experience of and success at communicating clearly
• *Experience of working in teams and able to promote a team spirit of working
• *Experience of working with the general public
• *Supervisory/management experience
• *Customer or patient service complaints resolution (written and verbal)
• *Worked in a team
• *Excellent communication (oral and written) and inter-personal skills
• *Strong IT skills
• *Ability to prioritise and work to deadlines in a fast-paced environment
• *Proven problem solving and analytical skills
• *Ability to maintain a positive work environment
• *Be proactive and use own initiative- work to deadlines
• *Able to support, minute and chair practice meetings with admin staff and clinical staff
• *Able to manage change
• *Able to understand and manage conflict resolution
• *Personable and approachable
• *Sensible and able to use own initiative
• *Self-motivated and confident and able to work with minimal direction
• *Ability to work under pressure
• *Sensitive and empathetic
• *Hardworking, reliable and resourceful
• *Diplomatic

Desirable

• *Experience of working in a healthcare setting
• *Experience of working in primary care
• *SystmOne user
• *HR/Employment Law qualification

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

Porter Brook Medical Centre

Address

9 Sunderland Street

Sheffield

S11 8HN

Employer's website

https://www.porterbrookmedicalcentre.co.uk (Opens in a new tab)