Patient Service Manager
Acklam Medical Centre
The closing date is 24 May 2024
Job summary
Acklam Medical Centre is looking
for a motivated, dynamic, and enthusiastic candidate to join the
management team as a Patient Service Manager.
We are a forward-thinking
practice based on a single site with a practice population of 11,200 striving
to provide excellent patient centred care.
General practice continues to
change, and you will be expected to assist with, and at times, project manage
new pathways/procedures, contract changes and service delivery modifications.
It is envisaged that this will be an evolving role with increased
responsibility over time, working more independently and deputising in the
absence of the Practice Manager.
Knowledge and experience of Primary
Care is desirable, though not essential and you will need an organised approach
to your work, strong IT skills, an ability to work flexibly and under pressure,
and be a problem solver.
In return you will enjoy a busy
and varied role in a supportive and friendly organisation.
Main duties of the job
Main responsibilities of the Patient Service Manager Role;
- To take responsibility for the management of the administration staff
- To ensure all financial claims are made in an effective and efficient manner
- To maintain Clinical Services and Appointments systems
- To ensure effective administration support
- To manage all aspects of patient information
- To ensure all complaints are dealt with in line with Practice Policy
- To provide appropriate assistance to the Practice Manager in all day-to-day activities and duties.
About us
Acklam
Medical Centre is aforward-thinking practice based on a single site with a
practice population of 11,200 striving to provide excellent patient centered care.
Job description
Job responsibilities
Staffing and People Management
- Evaluate, organise and oversee staff induction and training and ensure that all staff are adequately trained to fulfil their role
- Support the Practice Manager in planning and co-ordinating the recruitment, induction and training of new administrative staff.
- Prepare/assist in the preparation of weekly/monthly shift planning for Practice Administration & Nursing Staff
- Identify training and development needs for Practice staff.
- Ensure that all staff are legally and gainfully employed.
- Monitor skill-mix and deployment of staff
- Maintain up-to-date HR documentation (including job descriptions, employment contracts and employment policies)
- To monitor staff annual leave, sickness and absence and mitigate any impact to practice staffing rotas.
- Ensure all Practice staff are aware of the need for confidentiality, both of patient and Practice information.
Monitoring Practice Performance and Targets
- To read and be aware of all the Primary Care KPIs and relevant targets and contractual obligations, including;
- Enhanced Services
- Locally Commissioned Services
- QOF (Quality Outcomes Framework)
- GP Contract
- Medicines Management and additional Services.
- To be updated with specifications on an annual and ad hoc basis of all requirements.
- Monitor and evaluate performance of the Practice team against objectives; identify and manage change
- To plan and implement processes to achieve targets with GPs, Partners and Practice Manager
- Support and work with Partners, GPs, Nurses and administrative staff to achieve targets.
Organisational
- Convene meetings, prepare agendas, write minutes and ensure distribution of minutes as necessary
- Develop Practice protocols and procedures, review and update as required
- Ensure that Practice premises are properly maintained and cleaned and that adequate fire prevention and security systems are in place
- Ensure the procurement of Practice equipment, supplies and services within target budgets
Patient Services
- Ensure service development and delivery is in accordance with local and national guidelines
- Ensure that the Practice complies with NHS contractual obligations in relation to patient care
- Oversee and/or develop repeat prescribing systems
- Oversee and/or develop and manage an effective appointments systems
- Oversee and/or organise surgery timetables, duty rotas and holiday cover
- Develop and implement an effective complaints management system
- Liaise with patient groups/PALS
Job description
Job responsibilities
Staffing and People Management
- Evaluate, organise and oversee staff induction and training and ensure that all staff are adequately trained to fulfil their role
- Support the Practice Manager in planning and co-ordinating the recruitment, induction and training of new administrative staff.
- Prepare/assist in the preparation of weekly/monthly shift planning for Practice Administration & Nursing Staff
- Identify training and development needs for Practice staff.
- Ensure that all staff are legally and gainfully employed.
- Monitor skill-mix and deployment of staff
- Maintain up-to-date HR documentation (including job descriptions, employment contracts and employment policies)
- To monitor staff annual leave, sickness and absence and mitigate any impact to practice staffing rotas.
- Ensure all Practice staff are aware of the need for confidentiality, both of patient and Practice information.
Monitoring Practice Performance and Targets
- To read and be aware of all the Primary Care KPIs and relevant targets and contractual obligations, including;
- Enhanced Services
- Locally Commissioned Services
- QOF (Quality Outcomes Framework)
- GP Contract
- Medicines Management and additional Services.
- To be updated with specifications on an annual and ad hoc basis of all requirements.
- Monitor and evaluate performance of the Practice team against objectives; identify and manage change
- To plan and implement processes to achieve targets with GPs, Partners and Practice Manager
- Support and work with Partners, GPs, Nurses and administrative staff to achieve targets.
Organisational
- Convene meetings, prepare agendas, write minutes and ensure distribution of minutes as necessary
- Develop Practice protocols and procedures, review and update as required
- Ensure that Practice premises are properly maintained and cleaned and that adequate fire prevention and security systems are in place
- Ensure the procurement of Practice equipment, supplies and services within target budgets
Patient Services
- Ensure service development and delivery is in accordance with local and national guidelines
- Ensure that the Practice complies with NHS contractual obligations in relation to patient care
- Oversee and/or develop repeat prescribing systems
- Oversee and/or develop and manage an effective appointments systems
- Oversee and/or organise surgery timetables, duty rotas and holiday cover
- Develop and implement an effective complaints management system
- Liaise with patient groups/PALS
Person Specification
Qualifications
Essential
- GCSE grade A to C in English and Maths
Desirable
- Business Administration Qualification
- Management & Leadership Qualification
Experience
Essential
- NHS Experience
- Customer Facing / Front of House Experience
- Management / Leadership Experience
Desirable
- Experience of working within Primary Care
- Experience of working within a General Practice
- Experience of working with SystmOne
Person Specification
Qualifications
Essential
- GCSE grade A to C in English and Maths
Desirable
- Business Administration Qualification
- Management & Leadership Qualification
Experience
Essential
- NHS Experience
- Customer Facing / Front of House Experience
- Management / Leadership Experience
Desirable
- Experience of working within Primary Care
- Experience of working within a General Practice
- Experience of working with SystmOne
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.
