Patient Support Team Manager

Job description

Job responsibilities

Patient Support Team Manager

Part time / 30-36 hours per week (Monday to Friday)

Permanent Position

Salary dependant on experience

The following are the core responsibilities of the Patient Support Team Manager.

Patient Support:

To oversee the smooth day-day running of the Patient Support Teams and the services they provide, ensuring staff achieve their primary responsibilities. Referring to the Operations/General Manager or Partners for guidance as necessary.

To provide leadership and management in line with policy to all reception and administrative staff, supporting staff development, providing guidance and direction.

Ensure practice support teams are working efficiently in their roles, identifying and implementing areas for change and improvement in a supportive manner.

Supporting the management team in the compilation of practice reports and the practice development plan.

Developing, implementing, and embedding efficient office processes and procedures to adhere to extant legislation.

Acting as a focal point for the practice managing requests from external organisations.

Managing all deliveries to the practice, ensuring adherence to the cold chain policy as necessary.

Acting as building fire marshal, ensuring evacuation lists are current and that the visitors log is used appropriately.

Undertake project or audit work as required within the remit of the post.

To act as the patient support team services link between clinical team members (nurses, GPs) where problems may be identified, liaising with relevant staff to identify resolution.

Attending meetings where relevant and required and taking minutes if necessary.

Supporting the roll out of projects and changes within processes.

Actively promote, engage and further the current Patient Participation Group to enhance representation from the Practice population. The post holder will support the Operations Manager (lead) with this activity.

Manage patient information available within the Practice, in line with NHSE Contractual obligations.

Assist with the production, monitoring and improvement of practice information via leaflets, website, Facebook or other media.

Assist with collation of information for the monitoring of complaints relating to team members under post holders' direct supervision.

Provide a point of contact for patients wishing to make enquiries or complaints referring to the Operations/General Manager where necessary/appropriate.

Champion continuous improvement, encouraging staff to participate and make suggestions for CI initiatives

Finance:

Monitor and manage all stock orders placed within each department, ensuring value for money and efficient usage.

Ensure rotas are used effectively to minimise the reliance on overtime.

Ensure overtime sheets are approved and passed to payroll in a timely manner.

Ensure invoices are processed for payment and liaising with the management team as required.

Human Resources:

General support to staff within supervisory jurisdiction, ensuring quality is embedded within teams following changes that are made to services.

Ensuring systems and processes within teams are fit for purpose.

Acting as point of contact for practice staff queries, signposting to other members of the management team where necessary.

Oversee the induction of new team members and undertake probationary reviews as required.

Oversight of patient support team rotas ensuring appropriate level of cover for holidays and other staff absences.

Provide cover for staff within the patient support team for annual leave or sickness absence as required.

Point of contact for staff absences ensuring cover arrangements are in place and communicating this to Operations/General Manager.

Updating the HR system/clinical system to reflect leave and other approved absences.

Monitoring of staff workload and escalating issues identified with potential solutions.

Coordination of the Patient Support Team meetings: agenda, minutes, and implementation of actions with input and assistance from other members of the management team.

Completing staff appraisals in line with policy.

Manage and arrange the training and CPD requirements of team members and update records where appropriate including the development of competencies.

Identifying and delivering team training where required.

Ensuring staff are up to date with mandatory training.

Provide basic IT training on the clinical system to staff as required identifying training needs of staff under post holders supervision.

Assisting in the recruitment of new staff where required providing induction support.

To support the implementation of the disciplinary procedure where required in line with Practice policy.

To review, update and write all patient support team policies and procedures hosted on the staff intranet as required or on at least an annual basis.

Premises & Equipment:

Monitor premises maintenance in line with the role and ensure maintenance is undertaken by reputable and competitive contractors.

To oversee the Health, Safety and Regulatory aspects of the premises functions and facilities.

To ensure compliance with any mandatory and regulatory targets.

Informatics:

Oversee the reconciliation of GP links data by liaising with staff operating the registration links on a daily basis.

Report any software or hardware issues as required to N3i via the portal or telephone number.

The closing date for applications is 25.08.2025. For an informal discussion about the role please contact Alice Leckenby, Operations Manager on 01723 375343 or email a.leckenby@nhs.net

Please note that due to the high level of applications we expect to receive, if you have not heard from us one week from the closing date then your application will have been unsuccessful.

Person Specification

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

Experience

Essential

• Evidence of leadership and involvement in change management
• Experience in managing staff performance and attendance
• Experience of working with the general public
• Experience of administrative duties
• Experience of working in a healthcare setting
• Experience of leading/managing a team

Desirable

• Broad knowledge of General Practice
• 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
• 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 manage and develop staff (rotas, appraisals etc)
• Ability to follow policy and procedure

Desirable

• SystmOne user skills
• Capable of managing payments (invoices, cash etc)
• Ability to effectively manage stock, including ordering, rotation, disposal etc.

Other Requirements

Essential

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

Qualifications

Essential

• Educated to A-level/equivalent or higher or equivalent demonstrable experience
• GCSE English (C or above) and at least three others

Desirable

• Formal training in relevant area, ie; ILM, CIPD, AMSPAR etc
• Management Qualification

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

Scarborough Medical Group

Address

463a Scalby Road

Scarborough

YO12 6UB

Employer's website

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