Assistant Patient Services Manager

Job description

Job responsibilities

Key areas of job description

Organisational:

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

Managing the reception and GP rotas on S1 including weekly reviews and status reporting to the Patient Services Manager

Use the telephone software to profile call volumes and staffing levels, working with staff to reduce variation in how they deal with calls and how the team functions overall on calls

Optimise patient care through embedding good working practices and raising opportunities to improve

Support the PSM to resolve patient complaints in a timely and considerate manner, ensuring implementation of NHS complaints process at all times

Work closely with the PSM provide support to the GPs and relevant clinicians depending on the area of work, including support for new GP registrars e.g. induction in the premises/people, organising SMART card activation

Support the delivery of practice targets/measures where the reception role or premises plays a part in achievement e.g. QoF

Work collaboratively and support both localities and the wider Affinity Care organisation

Line Manager:

Line management responsibility for the practices receptionists and Reception Team Leaders including induction, sickness absence management, return to work interviews, staff appraisals, performance management, training and development

To provide competent, strong and supportive leadership of the team

Improve the customer service function and help develop the role of the receptionist as a care navigator

Provision of training to members of the reception team

Development and maintenance of reception team rota including overseeing cover for holidays, sickness absences etc

Management of SMART cards

Premises

Oversee the general premises maintenance including responsibility for repairs to all facilities and managing the day-to-day health & safety aspects.

Oversee cleaning of premises, ensuring both practice and agency staff carry out their duties efficiently and effectively.

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

Teamwork

Work as an effective and responsible team member, supporting other members of clinical and non-clinical staff in a flexible and approachable manner.

Participate in team activities that create opportunities to improve patient care.

Ensure clear understanding and utilisation of services and referral mechanisms and policies to meet patient need.

Support

Ongoing support and development will be provided to the postholder by the Patient Services Manager, along with support online management and people management by the Head of Human Resources.

Person Specification

Qualifications

Essential

• GCSE Grade C and above in English Language and Mathematics

Desirable

• Educated to A Level standard or above

Experience

Essential

• Excellent verbal and written communication skills including the ability to communicate effectively with professionals at all levels
• Experience of managing and supervising teams

Desirable

• Proven experience of working in general practice
• Experience of using SystmOne or similar clinical system
• Experience of forward planning of service activity
• Experience of management of health services, facilities and resources

Skills and Knowledge

Essential

• Proficient in the use of Microsoft Office and the use of the internet, intranet and ability to update databases
• Able to follow and apply policies
• Excellent organising and prioritising skills
• Ability to deal with people tactfully and empathetically
• Knowledge, understanding and application of equal opportunities
• Ability to understand complex issues, problem solve and to develop practical workable solutions
• Ability to use own judgement, resourcefulness and common sense
• Ability to communicate information that requires tact and persuasive skills, or where there may be barriers to understanding; instil confidence in those being advised

Desirable

• Demonstrable ability to analyse and interpret data

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

Shipley Health Centre

Alexandra Road

Shipley

West Yorkshire

BD18 3EG

Employer's website

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