Patient Services Manager

Job description

Job responsibilities

To assist 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 and patient contacts, and line management of the Reception Team Leaders/Trainer and team. They will be point of contact for functions such as patient access, complements complaints and incidents, as well as governance, communications and 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 GP Rota Manager and Training/Access Co-ordinator 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 Reception Team Leaders to ensure Reception Team provide a high level of patient care and follow appropriate policies and procedures

Support the Lead for Complaints, Significant Events (SE), Patient Representation Group (PRG) and Access and follow up actions from these meetings

Provide responses to informal/formal complaints 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 Care Opinion & NHS UK and other feedback platforms, as well as administering patient surveys, including liaison with the patient group Chair

Attend Reception Team meetings with Reception Team Leaders when appropriate

Ensure effective communication with Reception Teams and the wider Practice Team

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

General administrative duties

HR

Appraise Reception Team Leaders & Trainer/Access Co-ordinator

Support Reception Team Leaders with Reception Appraisals

Liaise with Training/Access Co-ordinator regarding training developments

Support development and maintaining the practice induction and training schedules

Support and prepare practice communications on behalf of the operational management team

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 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 meeting

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.

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 with the general public
• Supervisory/management experience
• Customer or patient service complaints resolution (written and verbal)
• Worked in a team

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

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 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
• Willing to work flexible hours as necessary
• Diplomatic
• Non-smoking environment

Desirable

• SystmOne 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

Porter Brook Medical Centre

Address

9 Sunderland Street

Sheffield

S11 8HN

Employer's website

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