Patient Services Manager

Job description

Job responsibilities

The following are the core responsibilities of the Patient Services Manager. There may be, on occasion, a requirement to carry out other tasks; this will be dependent upon factors such as workload and staffing levels.

The Patient Services Manager is responsible for:

a. Overseeing the administration and support operations of the practice, ensuring the Patient Services team achieve their primary responsibilities, including use of Care Navigation software

b. Line managing all Patient Services team, supporting staff development, providing guidance and direction, ensuring staff are up to date with mandatory training

c. Completing Patient Services team appraisals as required alongside the Practice Manager

d. Identifying and delivering Patient Services team training where required

e. Compiling Patient Services team rotas ensuring sufficient cover is provided for periods of leave and other absences

f. Reviewing and updating all administrative and reception policies and procedures as required alongside the Operations Manager

g. Supporting the management team in the compilation of practice reports and the practice development plan

h. Ensure regular monitoring of medical admin team work outputs and hold regular one to ones with team to share info as appropriate

i. Developing, implementing and embedding efficient office processes and procedures to adhere to extant legislation

j. Acting as a focal point for the practice in managing requests from external organisations such as the local police, solicitors, DVLA and other agencies and ensuring the correct processes are followed for managing SARS/Medical reports requests

k. Updating the appointment system to reflect leave and other approved absences

l. Providing initial guidance and advice to patients who wish to complain with support from Practice Manager as required

m. Schedule and take minutes for the Patient Participation Group meetings

n. Managing all deliveries to the practice, ensuring adherence to the cold chain policy as necessary

o. Acting as building fire marshal, ensuring evacuation lists are current and that the visitors log is used appropriately

p. Taking responsibility for ensuring noticeboards are updated regularly with appropriate information

Secondary responsibilities

In addition to the primary responsibilities, the Patient Services Manager may be requested to:

a. Deputise for the operations manager during periods of absence

b. Partake in audit as directed by the audit lead

c. Ensure systems in place for patient recalls for medication/condition monitoring, with support from Operations Manager

d. Coordinate and produce meeting agendas and record the minutes of meetings

e. Support the practice manager in the maintenance of the practice website and social media accounts

f. Monitor and promote the use of the Friends and Family Test

g. Champion continuous improvement, encouraging staff to participate and make suggestions

h. Assist with QOF targets

Person Specification

Qualifications

Essential

• Good Standard of general education with excellent literacy and numeracy skills

Desirable

• Educated to degree level in healthcare or business
• Leadership and/or Management qualification

Experience

Essential

• Experience within Primary Care or relevant environment
• Experience of working in a fast paced, high volume office environment
• Experience leading/managing a team
• Experience in dealing with external organisations

Desirable

• Experience of working with EMIS or other clinical software

Skills and Aptitudes

Essential

• Excellent leadership skills,
• Strong organisational and time management skills,
• An ability to prioritise workloads accordingly to the needs of the business,
• An ability to work under and take direction from the wider management team,
• A knowledge, experience or evidence of process driven organisation,
• Flexibility to respond to sudden demands,
• Ability to work autonomously and initiate/self-direct own workload and that of a team,
• Evidence of the ability to grasp new concepts and developing implementation plans to embed these concepts,
• Approachable, compassionate with the ability to listen and empathise,
• Good sense of humour,
• Ability to use own judgement, resourcefulness and common sense,
• Ability to multi-task effectively,
• A commitment to diversity and equality throughout the Practice.

Desirable

• Experience of managing staff appraisal processes.

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

Caen Medical Centre

Address

Caen Medical Centre

Braunton

North Devon

EX33 1LR

Employer's website

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