Job summary
As the Patient
Services Manager you will be the face of our practice, ensuring smooth
day-to-day operations of the Patient Care Advisor (PCA) team and fostering
positive patient engagement, improving workflow efficiency, and maintaining a
professional and welcoming environment for all.
Responsibilities
will include managing the PCA team, patient engagement, team leadership,
communication, administration oversight, performance monitoring, and technology
utilisation.
Previous team
leadership and customer service experience is essential.
The right
candidate must be an excellent communicator, will need exceptional
interpersonal skills, and be able to work in a fast-paced healthcare
environment.
Main duties of the job
To lead, manage and
develop the Patient Care Advisor (PCA) team to deliver high quality front desk
operations to over 16,000 patients, provide support to colleagues, and enhance
patient experience. To implement agreed policies effectively and introduce new
services to enhance operational efficiency and improve the quality of care
delivered to patients.
About us
This is a clinically forward-thinking, GMS (General Medical
Services) 6 Partner NHS GP Practice in rural Oxfordshire. The practice is very
well established and highly respected; and continues to explore innovative ways
to deliver comprehensive, integrated healthcare.
With a clear vision to deliver high quality care, the
practice has core values which were developed by the whole health care team,
with each doctor carrying a list and a triaging access system that aims to
balance access with continuity. Good communication, compassion, and continuity
of care remain at the heart of practice activities.
In summary, the practice ethos is progressive, innovative,
supportive and caring with a happy family feel within the team. Well-being and
work life balance is very important to the Partners and there is a strong
belief in investment of staff for self-development and retention, which aids
overall morale. There is also a strong focus on ensuring effective and
efficient running of the Practice as a business.
Job description
Job responsibilities
Patient Care Advisor Team
- Manage and lead a team of Patient Care Advisors on two sites
- Review, update and maintain PCA/Care Navigator policies and protocols
- Work together with the HR Manager to oversee the management of any HR issues, recruitment, and training, keeping DPM and PM
- Identify training and skills shortages within the team, organise and engage team in training to fill skill gaps
- Manage the rotas, sickness and annual leave requests ensuring any staff gaps are filled
- Carry out annual appraisals, perform return to work interviews and exit interviews
- Review and deal with patient complaints and refer to Practice Manager anything out of remit. Ensure all PCAs are adequately trained to handle complaints sensitively
- Evaluate, select, and implement appropriate IT systems to optimise team workflows and enhance service delivery. Ensure all team members receive comprehensive training
- Manage telephone workflow. Collaborate with other managers to develop and manager website content, ensuring accurate and engaging information is consistently delivered
- Keep PCA team informed about Practice matters, attend other team meetings, liaise with PCA clinical lead
Patients
- Ensure a welcoming and efficient reception service for patients, staff and visitors
- Ensure new patient registration processes are followed by the team and make suggestions for improvement if applicable
- Take responsibility for patient communication on website, social media, newsletter, noticeboards, waiting room screens, and manage patient correspondence email list
- Develop strategies to enhance patient satisfaction and implement initiatives to improve the patient journey
- Ensure the team adheres to safeguarding policies
Health and Safety
- Responsible for reception and waiting room areas including Health and Safety compliance
- Ensure that reception and waiting room areas are kept clean and tidy
- Assist in promoting and maintaining health and safety, and security as per the H&S policy
- Assist with the updating of the practice business continuity plan
Confidentiality
- Adhere to strict confidentiality policies
- Ensure the PCA team maintain the highest standards of patient privacy and date protection
Other
- Monitor and report on reception performance metrics, identifying areas for improvement
- Complete weekly workload dashboard
- Attend monthly manager meetings
- Any other reasonable duties necessary
The post-holder will support the equality, diversity and rights of patients, carers and colleagues.
Job description
Job responsibilities
Patient Care Advisor Team
- Manage and lead a team of Patient Care Advisors on two sites
- Review, update and maintain PCA/Care Navigator policies and protocols
- Work together with the HR Manager to oversee the management of any HR issues, recruitment, and training, keeping DPM and PM
- Identify training and skills shortages within the team, organise and engage team in training to fill skill gaps
- Manage the rotas, sickness and annual leave requests ensuring any staff gaps are filled
- Carry out annual appraisals, perform return to work interviews and exit interviews
- Review and deal with patient complaints and refer to Practice Manager anything out of remit. Ensure all PCAs are adequately trained to handle complaints sensitively
- Evaluate, select, and implement appropriate IT systems to optimise team workflows and enhance service delivery. Ensure all team members receive comprehensive training
- Manage telephone workflow. Collaborate with other managers to develop and manager website content, ensuring accurate and engaging information is consistently delivered
- Keep PCA team informed about Practice matters, attend other team meetings, liaise with PCA clinical lead
Patients
- Ensure a welcoming and efficient reception service for patients, staff and visitors
- Ensure new patient registration processes are followed by the team and make suggestions for improvement if applicable
- Take responsibility for patient communication on website, social media, newsletter, noticeboards, waiting room screens, and manage patient correspondence email list
- Develop strategies to enhance patient satisfaction and implement initiatives to improve the patient journey
- Ensure the team adheres to safeguarding policies
Health and Safety
- Responsible for reception and waiting room areas including Health and Safety compliance
- Ensure that reception and waiting room areas are kept clean and tidy
- Assist in promoting and maintaining health and safety, and security as per the H&S policy
- Assist with the updating of the practice business continuity plan
Confidentiality
- Adhere to strict confidentiality policies
- Ensure the PCA team maintain the highest standards of patient privacy and date protection
Other
- Monitor and report on reception performance metrics, identifying areas for improvement
- Complete weekly workload dashboard
- Attend monthly manager meetings
- Any other reasonable duties necessary
The post-holder will support the equality, diversity and rights of patients, carers and colleagues.
Person Specification
Experience
Essential
- - Excellent computer skills including email, word and excel
- - Customer care experience
- - Strong leadership / Team leading experience
- - Dealing with complaints effectively both verbally and in writing
- - Experience of working effectively under pressure and meeting deadlines to manage and prioritise a varied and busy workload
- - Excellent interpersonal and communication skills
- - An excellent command of written English and the ability to draft correspondence
- - Strong IT skills
- - Ability to work cooperatively as part of a team
- - Attention to detail
- - A proactive work ethic with a can-do attitude
- - Ability to work independently and to demonstrate initiative with a willingness to resolve situations, as well as knowing when to refer issues to others
- - Excellent telephone manner
- - Flexible and positive attitude
- - Smart appearance
Qualifications
Essential
- Good standard of general education
Person Specification
Experience
Essential
- - Excellent computer skills including email, word and excel
- - Customer care experience
- - Strong leadership / Team leading experience
- - Dealing with complaints effectively both verbally and in writing
- - Experience of working effectively under pressure and meeting deadlines to manage and prioritise a varied and busy workload
- - Excellent interpersonal and communication skills
- - An excellent command of written English and the ability to draft correspondence
- - Strong IT skills
- - Ability to work cooperatively as part of a team
- - Attention to detail
- - A proactive work ethic with a can-do attitude
- - Ability to work independently and to demonstrate initiative with a willingness to resolve situations, as well as knowing when to refer issues to others
- - Excellent telephone manner
- - Flexible and positive attitude
- - Smart appearance
Qualifications
Essential
- Good standard of general education
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.
