Patient Services Manager

Job description

Job responsibilities

Job Summary:

To act as line manager for the Reception Team Lead and Admin Team Lead, including managing rotas, approving overtime and holidays to ensure the efficient deployment of staff.

The post holder will be expected to adopt a strategic approach to the development and management of patient services, also consider the improvement and introduction of new services to ensure the quality and efficiency of services are met, maintained and delivered.

You will be responsible for liaising with members of the management team to plan, prepare and implement new projects and service improvements in line with practice policy.

Job Responsibilities

Staffing:Carry out soft HR for the admin and reception teams which will include Induction of new staff, return to work meetings, probation reviews and appraisals. With support from the Operations Manager.

Hold regular team meetings to ensure information is shared with the whole team and any issues are dealt with.

Attend and engage in weekly Head of Department Meetings and Practice Meetings, disseminating appropriate information to admin and reception teams.

Take an active role in planning, delivering and evaluating staff training needs with the Admin and Reception Team Leads. Through Team leads, ensure mandatory training is up to date.

Attendance and involvement at Significant Event and Clinical meetings when required.

Responsible for general management of the back office, ensuring that reception and administrative office areas are tidy, well organised and well stocked.

Day to day support to Care Navigators and Administrators when managing difficult patient interactions

Rotas:

Compile and manage GP, Nurse, Clinical and room rotas, adding clinics to SystmOne in a timely manner. Highlighting any operational concerns and escalating to the Operations Manager to arrange Locum Cover where needed.

Liaise with the Nurse lead in compiling nurse rotas, to ensure appropriate clinics on the system.

Liaise with the Surgical Lead Coordinator and allow for Surgical clinics within the rota.

Compile Reception Rota and manage, with support from the Reception Team Lead, any on the day changes to the rota systems for staff and patient appointments to ensure cover and resilience at all times.

Management:

To ensure that existing Reception/Administrative systems are functioning efficiently. To monitor these systems and make suggestions for improvement.

To monitor daily, assess and evaluate practice capacity and performance against patient demand and management targets. Make needed adjustments in light of these reviews.

To disseminate information to the whole practice team in relation to patient services including appointment availability and any agreed system changes.

Act as Carers Lead for the practice processing carers requests, liaising with Carer Support and managing the carers register.

Respond to patient concerns in a timely and considerate manner. Moving necessary complaints to the Operations Manager, ensuring adherence to the Complaints Policy, including timescales for responding and taking actions to reduce future complaints. With support from Operations manager.

Collating and reporting contractual data requirements including Friends and Family results, DNAs.

With support from the Reception Team Lead, act as Lead Coordinator and contact for the remote notes management company, ensuring timely delivery and collection of notes.

Provide management support to the Operations and Practice Manager as the need arises.

General:

Be familiar with the practice computer systems, both clinical and office systems.

Develop an understanding of the practice IT system, and IT service desk.

To have an understanding of QOF and the impact of managing appointments to achieve.

To have an understanding of CQC compliance in so far as reception and administration is concerned.

Generic responsibilities:

All staff at this organisation have a duty to conform to the following:

Equality, Diversity & Inclusion A good attitude and positive action towards Equality Diversity & Inclusion creates an environment where all individuals are able to achieve their full potential. Creating such an environment is important for three reasons: it improves operational effectiveness; it is morally the right thing to do and it is required by law.

Patients and their families have the right to be treated fairly and be routinely involved in decisions about their treatment and care. They can expect to be treated with dignity and respect and will not be discriminated against on any grounds including age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex or sexual orientation. Patients have a responsibility to treat other patients and our staff with dignity and respect.

Staff have the right to be treated fairly in recruitment and career progression. Staff can expect to work in an environment where diversity is valued and equality of opportunity is promoted. Staff will not be discriminated against on any grounds including age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex or sexual orientation. Staff have a responsibility to ensure that they treat our patients and their colleagues with dignity and respect.

Safety, Health, Environment and Fire

This organisation is committed to supporting and promoting opportunities for staff to maintain their health, wellbeing and safety.

The post holder is to manage and assess risk within the areas of responsibility, ensuring adequate measures are in place to protect staff and patients and monitor work areas and practices to ensure they are safe and free from hazards and conform to health, safety and security legislation, policies, procedures and guidelines.

All personnel have a duty to take reasonable care of health and safety at work for themselves, their team and others, and to cooperate with employers to ensure compliance with health and safety requirements.

All personnel are to comply with the:

Health and Safety at Work Act 1974,

Environmental Protection Act 1990,

Environment Act 1995,

Fire Precautions (workplace) Regulations 1999

Coronavirus Act 2020

Other statutory legislation which may be brought to the post holders attention.

Confidentiality

This organisation is committed to maintaining an outstanding confidential service. Patients entrust and permit us to collect and retain sensitive

information relating to their health and other matters pertaining to their care. They do so in confidence and have a right to expect that all staff will always respect their privacy and maintain confidentiality.

It is essential, if the legal requirements are to be met and the trust of our patients is to be retained, that all staff protect patient information and provide a confidential service.

Quality and Continuous Improvement

To preserve and improve the quality of our output, all personnel are required to think not only of what they do, but of how they achieve it. By continually re-examining our processes, we will be able to develop and improve the overall effectiveness of the way we work. The responsibility for this rests with everyone working within the practice to look for opportunities to improve quality and share good practice and to discuss, highlight and work with the team to create opportunities to improve patient care.

At this organisation, we continually strive to improve work processes that deliver healthcare with improved results across all areas of our service provision. We promote a culture of continuous improvement where everyone counts and staff are permitted to make suggestions and contributions to improve our service delivery and enhance patient care.

Staff should interpret national strategies and policies into local implementation strategies that are aligned to the values and culture of general practice.

All staff are to contribute to investigations and root cause analyses whilst participating in serious incident investigations and multidisciplinary case reviews.

Induction

We will provide a full induction programme and management will support you throughout the process.

Learning and development

The effective use of training and development is fundamental in ensuring that all staff are equipped with the appropriate skills, knowledge, attitude and competences to perform their role. All staff will be required to partake in and complete mandatory training as directed. It is an expectation for the post holder to assess their own learning needs and undertake learning as appropriate

The post holder will undertake mentorship for team members, and disseminate learning and information gained to other team members, to share good practice and inform others about current and future developments (e.g., courses and conferences).

Please refer to the full job description.

Person Specification

Experience

Essential

• Experience of working with the general public
• Experience of administrative duties
• Experience of working in a healthcare setting
• Experience of leading/managing a team
• Experience of providing appraisal writing and staff development

Skills

Essential

• Excellent communication skills (written and oral)
• Strong IT skills (generic)
• Clear, polite telephone manner
• Competent in the use of Office and Outlook
• SystmOne user skills
• Effective time management (planning and organising)
• Ability to work as a team member and autonomously
• Good interpersonal skills
• Problem solving and analytical skills
• Ability to follow policy and procedure

Qualifications

Essential

• Educated to A Level/equivalent or higher, or with relevant experience
• GCSE English (C or above) and at least 3 others

Desirable

• NVQ Level 3 in Health and Social Care
• Leadership and/or management qualification

Other Requirements

Essential

• Flexibility to work outside of core office hours
• Disclosure Barring Service (DBS) check
• Maintain confidentiality at all times

Personal Qualities

Essential

• Polite and confident
• Flexible and cooperative
• Motivated
• Initiative and judgement (knowing when to ask for help)
• Forward thinker
• High levels of integrity and loyalty
• Sensitive and empathetic in distressing situations
• Ability to work under pressure

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

Spa Medical Centre

Address

Snowberry Lane

Melksham

Wiltshire

SN12 6UN

Employer's website

https://www.spamedicalcentre.co.uk/ (Opens in a new tab)