Job summary
Hours of Work: 30-37.5 hours per week, 5 days (Monday to Friday) 7.45am start time or 7pm finish time.
Interview Date: Friday 2nd August 2024
Eve Hill Medical Practice is looking for a dynamic Patient Services Team Leader. The ideal candidate will have a passion for providing the high quality customer service for our patients. They will have strong IT skills, as we are fully computerised Practice. The post holder will have good organisational skills, ability to prioritise and able to motivator others. The successful candidate will be proactive in their approach to work and problem solving.
It is essential that the post holder will work flexibly to cover shifts during surgery opening hours. Salary dependent upon qualifications and experience.
Main duties of the job
The post of Patient Services Team Leader will supervise the day to day running of the reception area and the Practice Patient Service Team, a team of currently 5 Patient Services Advisors. The post holder will be responsible for ensuring that all daily tasks required of team are completed. They will monitor telephone response metrics and make adjustments to improve these where necessary. They will promote and support care navigation to ensure patients are actively signposted to appropriate services/professionals. This role requires a person who is committed to providing excellent quality care to our patients, but who also understands the need to maximising the efficiency and development within the practice. It is important that the post holder is able to adapt to an ever changing environment.
The post holder will undertake appraisals and regular reviews with their team. While leadership experience is desirable. Training opportunities to develop leadership skills will be available.
About us
Eve Hill Medical Practice is a well-established busy family medical practice in the heart of Dudley in the Black Country, rated outstanding by CQC in March 2016.
Eve Hill cares for approximately 8,700 patients who often have high levels of deprivation and ill-health, and we have a tradition of excellence in service provision and care for our patients, as well as commitment to giving our patients access to the best service possible.
The practice consists of five GPs, Practice Manager, a nursing team and fourteen reception and support staff. We are a training practice for the Black Country Vocational Training Scheme and usually have at least one registrar in training. We also provide placements for final year medical students from the University of Birmingham.
Job description
Job responsibilities
Please see the attached job description and personal specification for the role of Patient Services Team Leader.
Job description
Job responsibilities
Please see the attached job description and personal specification for the role of Patient Services Team Leader.
Person Specification
Experience
Essential
- Considerable experience of delivering an excellent service to customers in a pressurised environment
- Understanding of and commitment to meeting the needs of diverse customers in a flexible way
- Able to understand and anticipate the needs of customers in order to continuously improve the service
- Experience working under strict protocols and pathways.
Desirable
- Experience of working within a health services environment
- Experience of supervising/leading others
- Demonstrable experience of implementation of changes in working practices
- Experience of motivating and building commitment in the team.
Knowledge and skills
Essential
- Good numerical and statistical understanding to utilise meaningful performance indicators for the service
- Able to write well in a range of styles
- High level of computer skills and ability to use Microsoft Word and Excel.
Desirable
- Experience of using EMIS Web/AccuRx/Docman
Qualifications
Essential
- Evidence of continuous professional development.
- Leadership Qualification or willing to undertake
Desirable
- AMASPAR Level 2 in Medical Terminology or willingness to obtain
- NVQ III in relevant subject or equivalent
Personal Attributes
Essential
- Ability to relate to people and build effective working relationships within and across teams
- Ability to confidently manage own workload and enjoys working to tight deadlines, within a changing environment and thriving under pressure
- Able to plan, organise and prioritise to meet the operational objectives of the practice
- Able to train others to undertake duties and use of IT.
- Can do attitude and willingness to learn and undertake a variety of tasks.
- Understanding of confidentiality and what is required in order to maintain it.
- Able to work accurately and with attention to detail
- Ability to apply tact and sensitivity when dealing with patients and the public
- Ability to work flexibly to cover during absence.
- Have an excellent attendance record and time keeping skills
- Smart and presentable
Desirable
- Proven ability to lead and build positive learning cultures which support, motivate and develop others, actively recognising achievement and addressing underperformance
Person Specification
Experience
Essential
- Considerable experience of delivering an excellent service to customers in a pressurised environment
- Understanding of and commitment to meeting the needs of diverse customers in a flexible way
- Able to understand and anticipate the needs of customers in order to continuously improve the service
- Experience working under strict protocols and pathways.
Desirable
- Experience of working within a health services environment
- Experience of supervising/leading others
- Demonstrable experience of implementation of changes in working practices
- Experience of motivating and building commitment in the team.
Knowledge and skills
Essential
- Good numerical and statistical understanding to utilise meaningful performance indicators for the service
- Able to write well in a range of styles
- High level of computer skills and ability to use Microsoft Word and Excel.
Desirable
- Experience of using EMIS Web/AccuRx/Docman
Qualifications
Essential
- Evidence of continuous professional development.
- Leadership Qualification or willing to undertake
Desirable
- AMASPAR Level 2 in Medical Terminology or willingness to obtain
- NVQ III in relevant subject or equivalent
Personal Attributes
Essential
- Ability to relate to people and build effective working relationships within and across teams
- Ability to confidently manage own workload and enjoys working to tight deadlines, within a changing environment and thriving under pressure
- Able to plan, organise and prioritise to meet the operational objectives of the practice
- Able to train others to undertake duties and use of IT.
- Can do attitude and willingness to learn and undertake a variety of tasks.
- Understanding of confidentiality and what is required in order to maintain it.
- Able to work accurately and with attention to detail
- Ability to apply tact and sensitivity when dealing with patients and the public
- Ability to work flexibly to cover during absence.
- Have an excellent attendance record and time keeping skills
- Smart and presentable
Desirable
- Proven ability to lead and build positive learning cultures which support, motivate and develop others, actively recognising achievement and addressing underperformance
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.
