Patient Care Advisor Team Lead

Heart of Lincoln Medical Group (HLMG)

This job is now closed

Job summary

Looking for a new rewarding opportunity in a progressive and developing organisation?

Come and join the Heart of Lincoln Medical Group , a group of practices that are growing and developing their services. We are looking to recruit staff that have a real passion and drive to deliver high quality patient centred primary care services to our diverse, multicultural population in the centre of Lincoln.

Main duties of the job

To work in a patient facing role as part of the Patient Care Advisor (PCA) team supervising a team of the Patient Care Advisors with responsibility for ensuring positive patient experience and improving the effectiveness of the service.

About us

Heart of Lincoln Medical Group is a group of GP Practices across Lincoln comprising of Portland Medical Practice - along with a branch site Newland, Newark Road Surgery and University of Lincoln Health Services.

Date posted

12 October 2023

Pay scheme

Other

Salary

£25,350 a year

Contract

Permanent

Working pattern

Full-time

Reference number

A0720-23-0006

Job locations

Campus Way

Lincoln

LN6 7GA

Job description

Job responsibilities

Coordinate and supervise the PCA team to ensure all work is completed effectively and safely and all patient contact (telephone, online or face to face) is managed with care and in line with set targets.

Work within the PCA team to provide guidance or information, book appointments or signpost patients to alternative services, as appropriate.

Ensure all allocated administrative tasks, for example, new patient registrations and repeat prescriptions, are managed safely, efficiently and effectively in line with standard operating processes and agreed timelines.

Ensure exemplary customer skills are in place across the whole team.

Train team to quickly build rapport with all patients so that they feel confident to provide information required to ensure they are appropriately directed.

To support the team in dealing with difficult patients

Work with Patient Services Manager and other members of the management team (including other PCA Team Leads) to develop new standard operating policies and procedures for any service re-design and train PCA team accordingly.

Manage both planned and unplanned absence in line with the Heart of Lincoln Medical Group policies and procedures using our HR system and ensure adequate staffing levels are maintained to deliver the service

Undertake return to work interviews following unplanned absence and ensure process and policies are followed

Undertake annual appraisals, training and development plans and objective setting for team members

Undertake regular team meetings and monthly reviews of individual and team performance with plans for improvement if required

Support any recruitment in conjunction with other PCA Team Lead colleagues.

Undertake induction training for all new team members and provide hands-on training and monitor performance during probation period.

Ensure all team members undertake their mandatory and statutory training in line with Group policies and procedures.

Proactively manage patients in difficult situations, within the scope of capability, to minimise complaints and improve patient experience and train PCA team to handle these difficult situations themselves.

Provide support to the Patient Services Manager in complaints administration.

Ensure high standards are maintained across the site and office environment. Troubleshoot and resolve any day-to-day site issues.

Work collaboratively across the practices to improve systems, processes and service efficiency and cover for each other as required.