Job summary
Mendip Vale Medical Group (MVMG) is a partner-led GP
practice providing high-quality, innovative care to approximately 85,000
patients across 10 sites in Bristol, North Somerset and South Gloucestershire.
We pride ourselves on our skilled, motivated workforce and our commitment to
delivering safe, effective and patient-centred services.
We are seeking an experienced and motivated Patient
Services Manager to join our friendly team at St Georges, working as part of a
job-share arrangement. In this role, you will support the existing Patient
Services Manager in leading and developing the patient services team, ensuring
patients are effectively navigated to the most appropriate care and support.
The successful candidate will play a key role in
maintaining high standards of patient experience, supporting operational
efficiency, and contributing to the safe delivery of care within a busy,
multi-site GP practice
Main duties of the job
Working in
conjunction with the Surgery Manager, the Patient Services
Manager
will provide day-to-day leadership, supervision and management of the Patient
Co-ordinator, Care Co-ordinator and administrative teams within their area of
responsibility.
The role will
lead on patient service initiatives and ensure practice policies and procedures
are consistently followed, enabling the surgery to achieve its patient-focused
aims and objectives within a safe, efficient, effective and financially
sustainable environment.
As Patient
Services Manager, you will motivate, support and inspire your team to deliver
the highest standards of customer service, ensuring a positive and professional
experience for all patients accessing the surgery.
Key
Working Relationships
The Patient
Services Manager will develop and maintain effective working relationships
with
Patients
and service users
Patient
Co-ordinators, Care Co-ordinators and administrative staff
Surgery
Managers and the Senior Management Team
GPs,
nurses and the wider practice team
Local
healthcare providers and partner organisations working with the surgery
About us
As a high-achieving and well-organised practice, we embrace
a Multi-Disciplinary Team approach to care provision.
Changes made from merging and working more effectively have
enabled us to make investment into our buildings, making our estate one of the
newest and brightest in the south west.
Job description
Job responsibilities
Working in conjunction with the Surgery Manager and wider
practice team you will support the delivery of safe, effective care of patients
through the appropriate leadership and management of the admin team within your
span of control.
You will be responsible for ensuring that all tasks are
completed in a profitable, efficient, safe and effective manner. The
post-holder will effectively communicate with practice employees, patients and
wider services / professionals.
Key Responsibilities
Lead the Patient Co-ordinator and
administrative teams to ensure patients are effectively navigated and
signposted to the most appropriate service or clinician, in line with
organisational, local and national protocols and guidelines.
Develop, motivate and coach team
members, ensuring up-to-date knowledge of systems, processes and pathways to
support delivery of performance targets and KPIs.
Monitor and utilise management
information, including complaints, compliments, significant events, patient
feedback and performance data, to improve team performance and enhance the
patient journey.
Manage staffing resources and daily
workload allocation to ensure service level agreements (SLAs) are met across
face-to-face, telephone and administrative functions, proactively responding to
fluctuations in patient demand.
Manage and resolve Stage 1 patient
complaints in line with practice policy.
Work collaboratively with other
Patient Services Managers to promote a transparent, supportive and
knowledge-sharing approach across all surgeries.
Implement and manage relevant
policies and procedures to support income maximisation and operational
efficiency within the surgery.
Ensure key employment and HR
policies are consistently implemented and adhered to.
Job description
Job responsibilities
Working in conjunction with the Surgery Manager and wider
practice team you will support the delivery of safe, effective care of patients
through the appropriate leadership and management of the admin team within your
span of control.
You will be responsible for ensuring that all tasks are
completed in a profitable, efficient, safe and effective manner. The
post-holder will effectively communicate with practice employees, patients and
wider services / professionals.
Key Responsibilities
Lead the Patient Co-ordinator and
administrative teams to ensure patients are effectively navigated and
signposted to the most appropriate service or clinician, in line with
organisational, local and national protocols and guidelines.
Develop, motivate and coach team
members, ensuring up-to-date knowledge of systems, processes and pathways to
support delivery of performance targets and KPIs.
Monitor and utilise management
information, including complaints, compliments, significant events, patient
feedback and performance data, to improve team performance and enhance the
patient journey.
Manage staffing resources and daily
workload allocation to ensure service level agreements (SLAs) are met across
face-to-face, telephone and administrative functions, proactively responding to
fluctuations in patient demand.
Manage and resolve Stage 1 patient
complaints in line with practice policy.
Work collaboratively with other
Patient Services Managers to promote a transparent, supportive and
knowledge-sharing approach across all surgeries.
Implement and manage relevant
policies and procedures to support income maximisation and operational
efficiency within the surgery.
Ensure key employment and HR
policies are consistently implemented and adhered to.
Person Specification
Skills and ability
Essential
- Understanding of the service delivery plan and an ability to implement within a team
- Ability to cope and manage rapid and sustained change
- Ability to represent the organisation at an operational level
- Ability to manage time and achieve deadlines.
- Excellent communication skills, both oral and written, with an ability to present information clearly and succinctly
- Ability to foster and maintain positive working relationships with a wide range of people
Qualifications
Essential
- NVQ3 or equivalent in Management or ILM qualification (or equivalent experience)
- Sound educational background (Min Maths & English GCSEs, grade C or above)
- Evidence of continued learning/personal development in relevant field
Experience
Essential
- Proven experience on managing a team of clerical staff
- Experience of working to targets and managing team performance
- Experience of working with a busy/demanding environment
- Experience of working in a customer service / patient facing environment
Person Specification
Skills and ability
Essential
- Understanding of the service delivery plan and an ability to implement within a team
- Ability to cope and manage rapid and sustained change
- Ability to represent the organisation at an operational level
- Ability to manage time and achieve deadlines.
- Excellent communication skills, both oral and written, with an ability to present information clearly and succinctly
- Ability to foster and maintain positive working relationships with a wide range of people
Qualifications
Essential
- NVQ3 or equivalent in Management or ILM qualification (or equivalent experience)
- Sound educational background (Min Maths & English GCSEs, grade C or above)
- Evidence of continued learning/personal development in relevant field
Experience
Essential
- Proven experience on managing a team of clerical staff
- Experience of working to targets and managing team performance
- Experience of working with a busy/demanding environment
- Experience of working in a customer service / patient facing environment
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.
