Job summary
Are you looking for a full-time management position in a supportive team within a happy and friendly working environment?
An exciting opportunity has arisen for a Patient Services Manager to join our friendly, supportive two site practice. This is a golden opportunity to be a key professional shaping a patient focused service, in a CQC Good rated practice.
You would be joining a management team and a wider practice team including five Partner GPs who all value collaborative working, support each other to provide high quality patient care and encourage getting the right work-life balance.
You would be working closely with and managing the reception team, which includes ARRS Care Coordinator staff. The ideal candidate will relish the challenge of working in general practice, communicating effectively with patients and colleagues, and working within a caring, forward-thinking organisation.
We are looking for an experienced manager who is confident, caring, and a resilient individual with excellent communication skills. It is essential that the new manager can ensure that the practice continues to run smoothly, working closely with both sites and exploring opportunities for collaborative working.
If you have the drive, motivation, and the commitment to fulfil the needs of our patients, we would like to hear from you. In exchange we offer an attractive employment package, access to NHS pension and opportunity for career development and progression.
Main duties of the job
To assist the Management Team in supporting key aspects of practice management operational tasks, ensuring the practice achieves its aims in a safe and effective working environment.
The Patient Services Managers primary focus will be the smooth running of main reception area and the operation of clinics and patient contacts, and line management of the Reception Team and Care Coordinators. The Patient Services Manager will be the point of contact for functions such as patient access, compliments, complaints and incidents, as well as governance, communications and supporting staff wellbeing and attending key meetings.
About us
Here at The Red House Surgery, we do everything we can to put our patients first. We have an incredibly diverse patient population and we are proud to be able to give back to all communities and cultures.
We are a team of GP partners, salaried GP's, Practice Nurses, Health Care Assistants, Clinical Pharmacist, First Contact Physio's, Physicians Associate, GP Assistants providing care to 22,500 patients.
Non-clinical staff include managers, a team of administrators and receptionists
We are a friendly, supportive team who pride ourselves on delivering outstanding patient care, as well as protecting the safety and well being of staff.
Our practice has been rated "good" by CQC. We take pride in delivering care to our patients and have a strong training and personal development ethos
We are an expanding and growing practice, and open to change and innovation
Job description
Job responsibilities
To assist Senior Management and GP Partners in supporting key aspects of practice management operational tasks, ensuring the practice achieves its aims in a safe and effective working environment.
The Patient Services Managers primary focus will be the smooth running of main reception area and the operation of clinics and patient contacts, and line management of the Reception Team and Care Coordinators. The Patient Services Manager will be the point of contact for functions such as patient access, compliments, complaints and incidents, as well as governance, communications and supporting staff wellbeing and attending key meetings.
To ensure Reception staff and Care Coordinators adhere to CQC requirements.
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:
GENERAL
To support the smooth running of day-to-day operations of the Practice at both sites
Work closely with Senior Management and GP Partners to ensure clinics and appointments are optimised and safe staffing levels are maintained
Maintain an overview of Patient Access and ensure the standard and quality of booking appointments are in accordance with Practice strategy
Manage the Reception Team and Care Coordinators to provide a high level of patient care and follow appropriate policies and procedures
Support Senior Management and GP Partners with Complaints, Significant/Learning Events, Patient Participation Group (PPG) and Access and follow up actions from these meetings.
Provide responses to informal/formal complaints, relevant/linked to Reception staff and Care Coordinators and initiate investigations. Document and where appropriate, share changes or learning from complaints/incidents with the wider Practice Team
Lead on responding to patient feedback on NHS Website and other feedback platforms, as well as administering patient surveys, including liaison with the patient group Chair
Chair non clinical staff meeting.
Ensure effective communication with non clinical team and the wider Practice Team
Support Senior Management and GP Partners in maintaining and reviewing/updating of practice policies and procedures
General administrative duties.
Creating and managing Non- Clinical staff holiday and sickness entitlement
Dealing with Patient Registration queries via PCSE.
To share the responsibility of maintaining/keeping up to date, the practice Intranet (TeamNet) and the practice Website.
HR
Carry out Reception staff, Admin and Care Coordinators Appraisals.
Support development and maintaining the practice induction and training schedules
Support and prepare practice communications on behalf of Senior Management and GP Partners.
Maintain compliance registers, supporting the managers in ensuring all regulatory checks are completed
Lead the Reception recruitment processes in drafting and preparing job descriptions and adverts, co-ordinating applications and organising interviews
Lead on the recruitment and training of casual staff in preparation for intro week
Lead and support during intro week to improve patient flows across the process
Keep abreast of changes in employment legislation in respect of the support function role and attend training relevant to the level of responsibility
Governance
Supporting the overall practice clinical governance framework in the co-ordination, response and handling of complaints and Learning Events.
Contribute to production and review of practice development plans and reports and policies
Monitoring and disseminating information on pertinent information to patients and staff
Lead and support patient engagement via the practice website and NHS App. Support, organise and attend patient group meetings. Take notes at PPG meetings, disseminate and carry out actions.
Organise and support key management meetings relevant to role
ORGANISATIONAL
Contribute and support the practice in preparation for any Care Quality Commission inspection or meeting.
This is not an exhaustive list of duties and responsibilities and in discussion with the manager the post holder may be required to undertake other duties relevant to the role. The job description will be reviewed regularly in the light of changing service requirements and any such changes will be discussed with the post holder
Job description
Job responsibilities
To assist Senior Management and GP Partners in supporting key aspects of practice management operational tasks, ensuring the practice achieves its aims in a safe and effective working environment.
The Patient Services Managers primary focus will be the smooth running of main reception area and the operation of clinics and patient contacts, and line management of the Reception Team and Care Coordinators. The Patient Services Manager will be the point of contact for functions such as patient access, compliments, complaints and incidents, as well as governance, communications and supporting staff wellbeing and attending key meetings.
To ensure Reception staff and Care Coordinators adhere to CQC requirements.
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:
GENERAL
To support the smooth running of day-to-day operations of the Practice at both sites
Work closely with Senior Management and GP Partners to ensure clinics and appointments are optimised and safe staffing levels are maintained
Maintain an overview of Patient Access and ensure the standard and quality of booking appointments are in accordance with Practice strategy
Manage the Reception Team and Care Coordinators to provide a high level of patient care and follow appropriate policies and procedures
Support Senior Management and GP Partners with Complaints, Significant/Learning Events, Patient Participation Group (PPG) and Access and follow up actions from these meetings.
Provide responses to informal/formal complaints, relevant/linked to Reception staff and Care Coordinators and initiate investigations. Document and where appropriate, share changes or learning from complaints/incidents with the wider Practice Team
Lead on responding to patient feedback on NHS Website and other feedback platforms, as well as administering patient surveys, including liaison with the patient group Chair
Chair non clinical staff meeting.
Ensure effective communication with non clinical team and the wider Practice Team
Support Senior Management and GP Partners in maintaining and reviewing/updating of practice policies and procedures
General administrative duties.
Creating and managing Non- Clinical staff holiday and sickness entitlement
Dealing with Patient Registration queries via PCSE.
To share the responsibility of maintaining/keeping up to date, the practice Intranet (TeamNet) and the practice Website.
HR
Carry out Reception staff, Admin and Care Coordinators Appraisals.
Support development and maintaining the practice induction and training schedules
Support and prepare practice communications on behalf of Senior Management and GP Partners.
Maintain compliance registers, supporting the managers in ensuring all regulatory checks are completed
Lead the Reception recruitment processes in drafting and preparing job descriptions and adverts, co-ordinating applications and organising interviews
Lead on the recruitment and training of casual staff in preparation for intro week
Lead and support during intro week to improve patient flows across the process
Keep abreast of changes in employment legislation in respect of the support function role and attend training relevant to the level of responsibility
Governance
Supporting the overall practice clinical governance framework in the co-ordination, response and handling of complaints and Learning Events.
Contribute to production and review of practice development plans and reports and policies
Monitoring and disseminating information on pertinent information to patients and staff
Lead and support patient engagement via the practice website and NHS App. Support, organise and attend patient group meetings. Take notes at PPG meetings, disseminate and carry out actions.
Organise and support key management meetings relevant to role
ORGANISATIONAL
Contribute and support the practice in preparation for any Care Quality Commission inspection or meeting.
This is not an exhaustive list of duties and responsibilities and in discussion with the manager the post holder may be required to undertake other duties relevant to the role. The job description will be reviewed regularly in the light of changing service requirements and any such changes will be discussed with the post holder
Person Specification
Experience
Essential
- Experience of and success at communicating clearly
- Experience of working with the general public
- Supervisory/management experience
- Customer or patient service complaints resolution (written and verbal)
- Worked in a team
- Experience of managing, leading and supervising teams
Desirable
- Experience of working in teams and able to promote a team spirit of working
- Experience of working in a healthcare setting
- Experience of working in primary care
- Experience of working within the requirements of CQC
Qualifications
Essential
- Good standard of education with excellent literacy & numeracy skills
Desirable
- HR/Employment Law qualification
Skills, Personal Qualities and Other
Essential
- Excellent communication (oral and written) and inter-personal skills
- Strong IT skills
- Ability to prioritise and work to deadlines in a fast-paced environment
- Proven problem solving and analytical skills
- Ability to maintain a positive work environment
- Be proactive and use own initiative- work to deadlines
- Able to support, minute and chair practice meetings
- Able to manage change
- Able to understand and manage conflict resolution
- Personable and approachable
- Sensible and able to use own initiative
- Self-motivated and confident and able to work with minimal direction
- Ability to work under pressure
- Sensitive and empathetic
- Hardworking, reliable and resourceful
- Willing to work flexible hours as necessary
- Diplomatic
- Non-smoking environment
Desirable
Person Specification
Experience
Essential
- Experience of and success at communicating clearly
- Experience of working with the general public
- Supervisory/management experience
- Customer or patient service complaints resolution (written and verbal)
- Worked in a team
- Experience of managing, leading and supervising teams
Desirable
- Experience of working in teams and able to promote a team spirit of working
- Experience of working in a healthcare setting
- Experience of working in primary care
- Experience of working within the requirements of CQC
Qualifications
Essential
- Good standard of education with excellent literacy & numeracy skills
Desirable
- HR/Employment Law qualification
Skills, Personal Qualities and Other
Essential
- Excellent communication (oral and written) and inter-personal skills
- Strong IT skills
- Ability to prioritise and work to deadlines in a fast-paced environment
- Proven problem solving and analytical skills
- Ability to maintain a positive work environment
- Be proactive and use own initiative- work to deadlines
- Able to support, minute and chair practice meetings
- Able to manage change
- Able to understand and manage conflict resolution
- Personable and approachable
- Sensible and able to use own initiative
- Self-motivated and confident and able to work with minimal direction
- Ability to work under pressure
- Sensitive and empathetic
- Hardworking, reliable and resourceful
- Willing to work flexible hours as necessary
- Diplomatic
- Non-smoking environment
Desirable