Job responsibilities
JOB TITLE: Patient
Services Manager
REPORTING TO: Practice
Manager
HOURS: 37
hours per week over five days
Job Summary
Responsible for leading and managing
the patient facing administration teams and overseeing patient communication channels.
The role oversees the teams responsible for patient administration, our regular
patient communications through the website, social media and newsletter and
managing our complaints and compliments process, providing insight into trends
to better inform planning and service offering. The role also acts as the first
point of contact for IT issues within the practice, resolving or escalating as
needed.
The main responsibilities of the role
include but are not limited to the below:
Lead and manage administrative
teams including appraisals, performance management, training compliance, absence
management, recruitment, induction, managing probation periods and leave
planning.
Coordination of
the complaints process, ensuring complaints are logged and acknowledged. Work
with the complaints lead to ensure all complaints responded to accordingly.
Produce reports, identify trends and share insights.
First point of
contact for patient queries requiring management involvement.
Log compliments
and ensure shared with relevant staff.
Manage and
maintain the practice website (through our provider) ensuring accuracy and
compliance.
Oversee social
media channels, ensuring regular, relevant content.
Monitor online
reviews and take appropriate action.
Produce the
practice newsletter.
Promote and
support digital access routes for patients.
Support the
Patient Participation Group (PPG) in fulfilling their role.
Collate Friends
and Family feedback. Analyse comments, identify
trends and produce reports.
Ensure all
processes are in line with NHS, ICB and CQC requirements.
Ensure all
patient communications on (screens and notice boards) are up to date and
relevant.
Maintain and
update all SOPs and policies within areas of responsibility.
Act as the
practice IT lead: be first point of contact for staff, resolve issues where
possible, and attend IT meetings, reporting back to the management team.
Confidentiality:
While seeking treatment, patients
entrust us with, or allow us to gather, sensitive information in relation to
their health and other matters. They do so in confidence and have the right to
expect that staff will respect their privacy and act appropriately.
In the performance of the duties
outlined in this Job Description, the post-holder may have access to
confidential information relating to patients and their carers, Practice staff
and other healthcare workers. They may also have access to information relating
to the Practice as a business organisation. All such information from any
source is to be regarded as strictly confidential.
Information relating to patients,
carers, colleagues, other healthcare workers or the business of the Practice
may only be divulged to authorised persons in accordance with the Practice
policies and procedures relating to confidentiality and the protection of
personal and sensitive data.
To monitor service provision to ensure that
services are being delivered in line with contract.
Equality and Diversity:
The post-holder
will support the equality, diversity and rights of patients, carers and
colleagues, to include:
Acting in a way that recognises the
importance of peoples rights, interpreting them in a way that is consistent
with Practice procedures and policies, and current legislation.
Respecting the privacy, dignity,
needs and beliefs of patients, carers and colleagues.
Behaving in a manner which is
welcoming to and of the individual, is non-judgmental and respects their
circumstances, feelings priorities and rights.
Personal/Professional
Development:
The post-holder
will participate in any training programme implemented by the Practice as part
of this employment, such training to include:
Participation in an annual individual
performance review, including taking responsibility for maintaining a record of
own personal and/or professional development
Taking responsibility for own
development, learning and performance and demonstrating skills and activities
to others who are undertaking similar work.
Quality:
The post-holder will strive to
maintain quality within the Practice, and will:
Alert other team members to issues of
quality and risk
Assess own performance and take
accountability for own actions, either directly or under supervision
Contribute to the effectiveness of
the team by reflecting on own and team activities and making suggestions on
ways to improve and enhance the teams performance
Work effectively with individuals in
other agencies to meet patients needs
Effectively manage own time, workload
and resources.
Communication:
The post-holder
should recognise the importance of effective communication within the team and
will strive to:
Communicate effectively with other
team members
Communicate effectively with patients
and carers
Recognise peoples needs for
alternative methods of communication and respond accordingly.
Contribution to the
Implementation of Services:
The post-holder will:
Apply Practice policies, standards
and guidance
Discuss with other members of the
team how the policies, standards and guidelines will affect own work
Participate in audit where
appropriate.
Health and Safety:
It is the responsibility of all
employees to work with managers to achieve a safe environment, and to take
reasonable care of themselves and others.
Changes to this Job
Description:
The duties and responsibilities
outlined in this list are neither definitive nor restrictive and may change in
detail from time to time as the post develops to meet the changing needs of the
surgery.
You may be asked to complete
additional tasks or take on new tasks as deemed appropriate.
Pre-employment
checks will be completed on successful applicants
