Patient Services Manager

Job description

Job responsibilities

Line management responsibility for the practices non-clinical employees including attendance management and performance management.

Manage the front of house operations of the practice to ensure smooth, efficient operation of the practice including: reception, room availability, general administration, patient care and services.

Manage the rota systems for patient appointments.

Responsible for the general premises maintenance including managing the day-to-day health & safety aspects and undertaking risk assessments.

Ensure practice premises are maintained to a high standard of cleanliness, working with contracted cleaning staff.

Ensure the practice meets all access to appointment standards together with developing and implementing systems and practices to achieve higher than the standard access requirements and provide exemplar access for patients.

Operational responsibility for planning, directing and co-ordinatingservices.

Responsible for improving the performance, productivity and efficiency of services.

Ensure efficient running of daily lists leading to the achievement of operational targets

Ensuring staff work to systems and processes that enable achievement of DES, LES and QoF as relevant.

Responsible for keeping the NHS Choice web-site up to date with the relevant practice and patient information

Management of patient complaints in a timely and considerate manner, ensuring implementation of NHS complaints process at all times

Provision of support to the practice staff on all day-to-day activities of the practice

Work closely with and provide support to the Partners, GPs and relevant clinicians depending on the area of work

Provision of support and development for all practice staff, ensuring compliance with IG Tookit and GDPR

Oversee the day to day security of premises paying particular attention to both staff and patient safety

People Management:

Line management of the administrative team, including induction, sickness absence management, return to work interviews, staff appraisals, performance management, training and development.

Provide leadership and support to the administrative team to enable effective team work.

Engage and motivate team members so that they understand and work to achieve objectives and feel that their role makes a positive contribution to the practices successes.

Development and delivery of training for whole of the reception function across all elements.

Day to day support to receptionists when managing difficult patient interactions.

Monitor capacity versus activity to ensure staffing levels are managed efficiently.

Work collaboratively with the HR department in the recruitment and selection process of staff.

Oversee and undertake annual appraisals for the administrative team, formulating development/training plans to progress and advance their competencies, ensuring they have the relevant skills, experience and knowledge as required.

Monitor and evaluate performance of administrative team members who may be struggling, including development of appropriate support and training programmes.

Liaise with the HR Department advising of flexible working requests, changes to hours on a monthly basis and termination data.

Patient Access/Support

Development of policy and protocols for patient access, e-consult, appointment bookings.

Responding to patient enquires, including complaints.

Adhere to incident reporting policy and procedures, ensuring incidents and complaints are recorded appropriately and processes for resolution are implemented.

Respond to complaints, ensuring adherence to the Complaints Policy, including timescales for responding, and take actions to reduce future complaints.

Ensure action plans are developed and actions met for any outcomes of investigation of incidents/complaints.

This role is currently under review and may evolve into a more extensive role or develop a different focus.

Person Specification

Personal qualities

Essential

• Ability to develop and maintain collaborative working relationships
• Ability to remain calm and professional at all times
• Reliable and dependable self-motivator
• Demonstrate ability to maintain personal professional boundaries
• Demonstrate good work/ life balance
• Able to be flexible and work according to the needs of the service

Skills

Essential

• Excellent leadership skills
• Demonstrable interpersonal skills to work with clinical and management colleagues at all levels across a range of organisations
• Excellent communication and negotiating skills
• Ability to analyse problems and to develop practical workable solutions to address them
• Ability to prioritise and deliver agreed objectives within tight deadlines and resources
• Good information analysis skills and IT literacy (MS Office)
• Ability to work independently, using own initiative
• Ability to lead, motivate, delegate and to be a team player
• Articulate with highly developed communication skills, with the ability to network and build relationships at all levels,

Qualifications

Essential

• GCSE A to C in English and Maths

Experience

Essential

• Leadership training and / or extensive experience - this is absolutely essential
• Experience of change management
• Able to facilitate and implement policy, guidelines and projects from initiation to completion

Desirable

• Experience of management of health services, facilities and resources
• Experience of working within the requirements of CQC
• System One experience (although we can train on this)
• Experience in building and facilities management

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

Affinity Care

Address

Westcliffe Medical Practice

Westcliffe Rd

Shipley

West Yorkshire

BD18 3EE

Employer's website

https://shipleymedicalpractice.nhs.uk/ (Opens in a new tab)