Patient Services Team Manager

Job description

Job responsibilities

To join the Operational 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 operation of clinics, patient access and contacts and all administrative services. In addition to shared responsibility of governance, communications, supporting staff wellbeing and attending key meetings.

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 the senior administrator and Access Lead GP to ensure clinics and appointments are optimised and safe staffing levels are maintained.

Monitoring and interpreting of appointment and telephone data (e.g. Gpad) in conjunction with the capacity and access elements of the GP contract.

Maintain an overview of patient access and ensure the standard and quality of booking appointments are high and accurate at all times thus ensuring patients are seen by the right clinician at the right time.

Manage Senior Receptionist and Senior Administrator to ensure Reception, admin and coding teams provide a high standard of patient care and follow appropriate policies and procedures.

Work with the Quality and Patient Experience manager to resolve complaints relating to access and ensure any training issues are addressed.

Lead on responding to patient feedback on NHS Choices and other feedback platforms, as well as administering patient surveys.

Chair reception, admin and coding meetings with support from senior receptionist and senior administrator.

Attend department leads meetings with other managers.

Ensure effective communication with Reception, admin and coding teams and the wider Practice team.

Support the Operational Management Team in maintaining and reviewing/updating of practice policies and procedures

DIGITAL TRANSFORMATION

Work with teams to understand current challenges to effective service delivery and identify solutions, including existing best practice within the PCN.

Drive the planning and prioritisation of changes that will improve delivery of care and improve patient and staff experience.

Ensure all change is ultimately focussed on improving services for patients.

Build relationships with teams to develop consensus for improvements and to ensure staff are fully engaged throughout the process of selection, implementation and deployment of change.

Develop and manage an overall transformation plan for the practice, including identifying interdependencies, managing risks, considering the potential impacts on the wider organisation, and determining resource requirements

Link with the ICS and other partners to gain buy-in for transformation and to support alignment with broader strategy and improvement approaches.

Provide hands-on capacity and support to teams in implementing and sustaining agreed changes.

Support staff to identify and participate in relevant training and/or professional development opportunities that will support achievement of agreed improvements.

Support staff and patients to effectively use existing and new technology systems and products to enable improvement

HR

Appraise reception, admin and coding teams.

Support development and maintaining the practice induction and training schedules

Support and prepare practice communications as part of the operational management team

Lead the reception, admin and coding recruitment processes in drafting and preparing job descriptions and adverts, co-ordinating applications, and interviews

Lead on the recruitment and training of casual staff when required.

Keep abreast of changes in employment legislation 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 SEA

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 website, feedback links and social media apps and support and organise patient group meetings

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. 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

Qualifications

Essential

• *Good standard of education with excellent literacy & numeracy skills

Desirable

• *HR/Employment Law qualification

Experience

Essential

• *Experience of and success at communicating clearly
• *Experience of working in general practice
• *Experience of working in teams and able to promote a team spirit of working
• *Experience of working with the general public
• *Supervisory/management experience
• *Customer or patient service complaints resolution (written and verbal)
• *Worked in a team
• *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 with admin staff and clinical staff
• *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
• *Diplomatic

Desirable

• *EMIS user

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

Oxford Terrace and Rawling Road Medical Group

Address

1 Oxford Terrace

Gateshead

NE8 1RQ

Employer's website

http://www.otmg.co.uk/ (Opens in a new tab)