Job summary
Job OverviewWe are seeking a dedicated and experienced Patient Services Team Leader to support the Deputy/Patient Service Managers with the day-to-day management of the Patient Service teams, patient advisors and care navigators. Motivating and managing staff, optimising efficiency and overall performance, ensuring the practice achieves its long-term strategic objectives in a safe and effective working environment. This role is pivotal in ensuring that our patients receive exceptional care and support. The ideal candidate will possess strong administrative and office skills, demonstrating the ability to lead a team effectively while maintaining a focus on patient satisfaction.
Please note this role will require travel and work across all six primary care network locations across Plymouth.
Main duties of the job
Core Duties
- The post-holder will be responsible, alongside two other team leaders, for helping to line manage the patient advisor team, overseen by the deputy patient services manager.
- Assist and support the patient advisor team with any issues or queries that arise as part of completing their daily responsibilities and provide cover if necessary.
About us
Who are we?
We are a GP Practice Network, providing care to over 30,000 patients across six locations in Plymouth. We are a forward-thinking team that always aspire to fresh thinking and innovation for new or improved ways to delivering the best healthcare for our patients.
We have approximately 140 employees in diverse roles of different roles including GPs, Pharmacists, Paramedics, Physiotherapists, Advanced Nurse Practitioners, Advanced Clinical Practitioners, Pharmacy Technicians, Practice Nurses, Healthcare Assistants, Phlebotomists Receptionist, Administrators and many more! We recognise that staff our best asset and work hard to provide a supportive and inclusive culture where staff can thrive. Wherever you work with Pathfields, you will always have the opportunity to bring new ideas to continuously improve our service to patients.
Job description
Job responsibilities
Primary responsibilities
- Identify and provide additional training where necessary.
- Be responsible for processing all annual leave requests in a timely manner for the team and keep accurate records.
- Complete audits and reports to monitor performance of the patient advisor team and highlight problems.
- Deal with complex patient queries both face to face and over the telephone.
- Deal with patient complaints, escalating only where necessary.
- Deal with IT issues as they arise, seeking assistance with more complex issues as appropriate.
- Help to oversee the timely processing of medical records of deducted patients.
- Ensure all staff are working within the requirements of information sharing and data governance regulations.
- Liaise with the management team to ensure appropriate policies and procedures are in place and updated as appropriate.
- Arrange probationary reviews and monthly 1-1's with patient advisors to ensure adequate training and support is provided.
- Assess own performance and take responsibility for own actions, either directly or under supervision.
- Work alongside the deputy patient services manager and other team leaders to develop and improve the patient advisor team performance.
- Comply with the requirements of the Care Quality Commission and other regulatory bodies.
- Work with the wider management team to take responsibility for maintaining a tidy and clean working environment at all 6 sites.
- To undertake any other duties commensurate with the post and to react to statutory, legislative and NHS policy within the scope of the role.
- To be accountable for Health and Safety on site, by delegating effectively and monitoring the activities of those responsible for Fire, COSHH, Incident Control, Security etc.
- To adhere to the practice policy on equality and diversity and ensure that all colleagues, patients and members of the public are treated with dignity and respect.
- To always observe confidentiality of patient and practice information and adhere to the practice policies in relation to data and information.
- To provide pastoral care to staff and colleagues as and when required.
Job description
Job responsibilities
Primary responsibilities
- Identify and provide additional training where necessary.
- Be responsible for processing all annual leave requests in a timely manner for the team and keep accurate records.
- Complete audits and reports to monitor performance of the patient advisor team and highlight problems.
- Deal with complex patient queries both face to face and over the telephone.
- Deal with patient complaints, escalating only where necessary.
- Deal with IT issues as they arise, seeking assistance with more complex issues as appropriate.
- Help to oversee the timely processing of medical records of deducted patients.
- Ensure all staff are working within the requirements of information sharing and data governance regulations.
- Liaise with the management team to ensure appropriate policies and procedures are in place and updated as appropriate.
- Arrange probationary reviews and monthly 1-1's with patient advisors to ensure adequate training and support is provided.
- Assess own performance and take responsibility for own actions, either directly or under supervision.
- Work alongside the deputy patient services manager and other team leaders to develop and improve the patient advisor team performance.
- Comply with the requirements of the Care Quality Commission and other regulatory bodies.
- Work with the wider management team to take responsibility for maintaining a tidy and clean working environment at all 6 sites.
- To undertake any other duties commensurate with the post and to react to statutory, legislative and NHS policy within the scope of the role.
- To be accountable for Health and Safety on site, by delegating effectively and monitoring the activities of those responsible for Fire, COSHH, Incident Control, Security etc.
- To adhere to the practice policy on equality and diversity and ensure that all colleagues, patients and members of the public are treated with dignity and respect.
- To always observe confidentiality of patient and practice information and adhere to the practice policies in relation to data and information.
- To provide pastoral care to staff and colleagues as and when required.
Person Specification
Experience
Essential
- Proven experience in an administrative or office role within a healthcare setting is preferred.
- Strong leadership skills with the ability to motivate and inspire a team.
- Be able to work in a team and autonomously.
- Excellent communication skills, both verbal and written, with a focus on patient outcomes.
- Proficient in using office software applications and electronic health IT systems.
- Ability to manage multiple tasks efficiently while maintaining attention to detail.
- A compassionate approach towards patients, demonstrating empathy and understanding at all times.
- Ability to identify and resolve problems and issues with positive solutions.
- Experience of working in healthcare setting would be advantageous.
Person Specification
Experience
Essential
- Proven experience in an administrative or office role within a healthcare setting is preferred.
- Strong leadership skills with the ability to motivate and inspire a team.
- Be able to work in a team and autonomously.
- Excellent communication skills, both verbal and written, with a focus on patient outcomes.
- Proficient in using office software applications and electronic health IT systems.
- Ability to manage multiple tasks efficiently while maintaining attention to detail.
- A compassionate approach towards patients, demonstrating empathy and understanding at all times.
- Ability to identify and resolve problems and issues with positive solutions.
- Experience of working in healthcare setting would be advantageous.
