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
(PSU) Supervisor 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 primary responsibilities of this
position include supervising, managing, and leading all Patients Services Units
staff, as well as ensuring the smooth and successful running of the department.
The Patient Services Unit is the first point of contact for all our patients,
supporting their diverse needs within the service capacity set by the Partners.
You will work across all four of our sites, collaborating closely with
clinicians and supporting patients through effective navigation and problem
solving. You will have the opportunity to use state-of-the art technology to
manage patients interactions and administrative processes, delivering right
first-time responses underpinned by a strong services ethos. You will also be
required to liaise with various premises contractors to arrange access to the
sites for maintenance and governance activities. Further details can be found
in the attached Job Description and Person Specification.
Main duties of the job
Responsible for the robust recruitment, induction, training, appraisals,
and development of the Patients Services team.
Managing the teams rota ensuring daily tasks and absences are covered.
Manage and motivate the Patients Service team to achieve performance
goals within a team-based environment and deliver an efficient service to our
patients.
Maintain operational efficiency of the PSU team to facilitate exemplary
clinical care.
Provide support in other areas when members of the management team are
absent.
Responsible for the maintenance of all the Practices properties, i.e.,
booking of regulatory compliance providers (water testing, PAT testing), and
booking contractors for building repairs.
About us
Farnham Road Medical Group (FRMG) started as one Practice with two sites
and has grown over the years into an outstanding group of three training GP
practices that are approved by Health Education England. With four clinical sites
based in Slough, we now have a team of over 100 people looking after 38,730
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.
We have an overarching vision of Caring for patients and looking after
our staff 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
o Reviewing training needs and sourcing appropriate training
o Induction of new staff
o Managing training programmes for PSU staff
o CV screening and interviewing
- Line management of the Patient Services team including (supported by HR where appropriate)
o Day-to-day resolution of issues and point of contact for questions.
o Absence management
o Appraisals and feedback
o Conflict resolution
o Communication of information to the team and collection of feedback from the team
- Maintain operational efficiency of the PSU team to facilitate exemplary clinical care.
o Monitor inbound telephone call volume and adjust staffing to meet peaks and troughs.
o Create quarterly rota and share with line manager and team lead.
o Monitor and report on admin and call activities.
o Manage rota to assist with any maintenance work arising in buildings.
o Allocation of staff to tasks to ensure PSU meets its objectives.
o Preparation and maintenance of staff rota
o Ensure there is sufficient staff to provide the required level of service for example adjusting cover for holiday and sickness.
o Provide staff to complete required functions in other areas, e.g. fire alarm checks, water temperature monitoring, ordering of supplies.
o 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
Communicate messages and information to the PS teams as agreed by the Executive Team.
Answer patient calls, complete administration work and other PS tasks as directed and provide cover for absences.
Correct and audit tasks of the PS team (as per PS job description)
As well as the responsibilities listed the Patient Services Supervisor will operate as a member of the patient services team participating in the rota for reception, answering patient telephone calls and doing administrative work. We think it is important that time is spent in this way to ensure that the day-to-day needs of the team are understood. The Patient Services Supervisor has an important role to play in assisting members of the Patient Services team with questions and queries.
- Devising systems for the reporting and repairs of faults
- Booking contractors for maintenance of sites
- Oversight and booking of regulatory compliance providers for the sites (e.g. water testing, PAT)
- Maintaining contact details and bookings of contractors
- Management of contractors as appropriate
Job description
Job responsibilities
- Recruitment, Training and Development of the Patient Services team
o Reviewing training needs and sourcing appropriate training
o Induction of new staff
o Managing training programmes for PSU staff
o CV screening and interviewing
- Line management of the Patient Services team including (supported by HR where appropriate)
o Day-to-day resolution of issues and point of contact for questions.
o Absence management
o Appraisals and feedback
o Conflict resolution
o Communication of information to the team and collection of feedback from the team
- Maintain operational efficiency of the PSU team to facilitate exemplary clinical care.
o Monitor inbound telephone call volume and adjust staffing to meet peaks and troughs.
o Create quarterly rota and share with line manager and team lead.
o Monitor and report on admin and call activities.
o Manage rota to assist with any maintenance work arising in buildings.
o Allocation of staff to tasks to ensure PSU meets its objectives.
o Preparation and maintenance of staff rota
o Ensure there is sufficient staff to provide the required level of service for example adjusting cover for holiday and sickness.
o Provide staff to complete required functions in other areas, e.g. fire alarm checks, water temperature monitoring, ordering of supplies.
o 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
Communicate messages and information to the PS teams as agreed by the Executive Team.
Answer patient calls, complete administration work and other PS tasks as directed and provide cover for absences.
Correct and audit tasks of the PS team (as per PS job description)
As well as the responsibilities listed the Patient Services Supervisor will operate as a member of the patient services team participating in the rota for reception, answering patient telephone calls and doing administrative work. We think it is important that time is spent in this way to ensure that the day-to-day needs of the team are understood. The Patient Services Supervisor has an important role to play in assisting members of the Patient Services team with questions and queries.
- Devising systems for the reporting and repairs of faults
- Booking contractors for maintenance of sites
- Oversight and booking of regulatory compliance providers for the sites (e.g. water testing, PAT)
- Maintaining contact details and bookings of contractors
- 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.
- A qualification describing risk assessment, compliance, and Health & Safety (H&S)
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.
- To have the necessary knowledge and skills to identify, evaluate, and mitigate workplace hazards, ensure adherence to legal requirements, and promote a robust safety culture.
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.
- A qualification describing risk assessment, compliance, and Health & Safety (H&S)
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.
- To have the necessary knowledge and skills to identify, evaluate, and mitigate workplace hazards, ensure adherence to legal requirements, and promote a robust safety culture.
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).
