Job summary
Would you like to join our friendly and resolute
team of clinicians and non-clinicians at a large NHS general practice based in
Slough, Berkshire?
We are looking for a motivated and experienced Patients Services Unit Manager to
join our team. We offer a competitive salary and benefits package, as well as
the opportunity to work in a supportive and collaborative environment with a
diverse committed workforce from different ethnic backgrounds ensuring the
quality of our services to our patients are to a high standard.
The Patient Services team look after the reception,
telephone, and non-clinical administration work within the Practice. Your responsibilities will be supervising,
managing, and leading of all Patients Services Unit staff and the smooth and
successful running of the department. The
department is
the first
point of contact for all our patients, meeting their challenging demands within
the service capacity set by the Partnership. You will work across all four of our sites, working closely with
clinicians, navigating and problem solving for our patients.
You will have the opportunity to use state of the art technology to manage
patients interactions and administrative processes and deliver right
first-time responses to our patients with a high service ethos.
The job
description and Person Specification for the role are attached.
Main duties of the job
Responsible for the robust recruitment, induction, training, and development of the Patients Services team.
Manage and motivate the Patients Service team to achieve performance goals within a team-based environment and deliver an efficient service to our patients.
Manage and develop Patient Services Team Leads.
Maintain operational efficiency of the people and processes to facilitate exemplary clinical care.
Line management of the Patient Services team including (supported by HR where appropriate)
Day-today resolution of issues
Absence management
Appraisals and feedback
Participation in promotion and pay discussions
Disciplinaries & conflict resolution
Communication of information to the team and collection of feedback from the team
Staff rota and working
Allocation of staff to tasks to ensure PSU meets its objectives
Preparation and maintenance of staff rota
Ensure there is sufficient staff to provide the required level of service for example adjusting cover for holiday and sickness
Provide staff to complete required functions in other areas, e.g. fire alarm checks, water temperature monitoring, ordering of supplies
Handle patient complaints, queries and concerns at source.
About us
Farnham Road Medical Group (FRMG) started a small surgery and has grown over the years into an outstanding large training GP practice that is approved by NHS England Thames Valley GP School. With four clinical sites
based in Slough, we now have a team of over 100 people looking after 38,000
patients. The practice is committed to innovation in providing high-quality
health care for our patients and a protected working and learning environment
for our staff. Our team includes pharmacists, nurses, physician associates,
paramedics, MSK practitioners, Mental Health Practitioners, managers, social
prescribers, and care coordinators as well as GPs and a large Patient Services
team. This resolute team provides an evolving healthcare and medical service to
meet the varying needs of our patients and, in turn, provides what we believe
is a sustainable model of modern General Practice. We have expanded our
expertise and have transformed how we provide medical services to try to ensure
we meet the demands of Sloughs diverse population.
Our vision is simple: Putting Patients First and providing services that
tailor to their needs, which we strive to achieve through brilliant leadership,
mentoring, teamwork, communication, problem sharing and solving, support,
integrity, fun, training, education, and continued development.
Job description
Job responsibilities
- Recruitment, Training and Development of the Patient Services team.
Reviewing training needs and sourcing appropriate training.
Induction of new staff
Managing training programmes for PSU staff
CV screening and interviewing
- Line management of the Patient Services team including (supported by HR where appropriate)
Day-today resolution of issues
Absence management
Appraisals and feedback
Participation in promotion and pay discussions
Disciplinaries & conflict resolution
Communication of information to the team and collection of feedback from the team.
- Management and development of Patient Services Team Leads.
- Maintain operational efficiency of the people and processes to facilitate exemplary clinical care.
Maintain access for patients working within constraints of the clinical rota.
High quality interactions with all stakeholders.
High quality administration, right first time, productivity as per targets.
Monitor and report on activities.
Allocation of staff to tasks to ensure PSU meets its objectives
Preparation and maintenance of staff rota.
Ensure there is sufficient staff to provide the required level of service for example adjusting cover for holiday and sickness
Provide staff to complete required functions in other areas, e.g. fire alarm checks, water temperature monitoring, ordering of supplies
- Handle patient complaints, queries and concerns at source.
- Provide support in other areas when members of the management team are absent
- Provide help in resolving issues and problems affecting Practice operations as appropriate
- Mutual support to colleagues
- Management of contractors as appropriate
Job description
Job responsibilities
- Recruitment, Training and Development of the Patient Services team.
Reviewing training needs and sourcing appropriate training.
Induction of new staff
Managing training programmes for PSU staff
CV screening and interviewing
- Line management of the Patient Services team including (supported by HR where appropriate)
Day-today resolution of issues
Absence management
Appraisals and feedback
Participation in promotion and pay discussions
Disciplinaries & conflict resolution
Communication of information to the team and collection of feedback from the team.
- Management and development of Patient Services Team Leads.
- Maintain operational efficiency of the people and processes to facilitate exemplary clinical care.
Maintain access for patients working within constraints of the clinical rota.
High quality interactions with all stakeholders.
High quality administration, right first time, productivity as per targets.
Monitor and report on activities.
Allocation of staff to tasks to ensure PSU meets its objectives
Preparation and maintenance of staff rota.
Ensure there is sufficient staff to provide the required level of service for example adjusting cover for holiday and sickness
Provide staff to complete required functions in other areas, e.g. fire alarm checks, water temperature monitoring, ordering of supplies
- Handle patient complaints, queries and concerns at source.
- Provide support in other areas when members of the management team are absent
- Provide help in resolving issues and problems affecting Practice operations as appropriate
- Mutual support to colleagues
- Management of contractors as appropriate
Person Specification
Qualifications
Essential
- Level 3 qualification or comparable management qualification with 5 years supervisory experience within a Primary Care Environment.
Experience
Essential
- Excellent interpersonal and communication skills
- Ability to work independently and as part of a team.
- Perform effectively under pressure.
- Demonstrate experience of running a team/ department in an environment demanding high levels of customer care, efficiency, and accuracy.
- Be highly motivated with excellent leadership qualities to achieve the practice objectives.
- Strong team player with experience of working in a multi-disciplinary environment.
Desirable
- Understanding of the current health, social care and political agendas, and issues faced by the NHS and General Practice are desirable.
Person Specification
Qualifications
Essential
- Level 3 qualification or comparable management qualification with 5 years supervisory experience within a Primary Care Environment.
Experience
Essential
- Excellent interpersonal and communication skills
- Ability to work independently and as part of a team.
- Perform effectively under pressure.
- Demonstrate experience of running a team/ department in an environment demanding high levels of customer care, efficiency, and accuracy.
- Be highly motivated with excellent leadership qualities to achieve the practice objectives.
- Strong team player with experience of working in a multi-disciplinary environment.
Desirable
- Understanding of the current health, social care and political agendas, and issues faced by the NHS and General Practice are desirable.
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.
UK Registration
Applicants must have current UK professional registration. For further information please see
NHS Careers website (opens in a new window).
Additional information
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.
UK Registration
Applicants must have current UK professional registration. For further information please see
NHS Careers website (opens in a new window).
