Job summary
An exciting opportunity has arisen to join Forrest Medical Centre as the Service Delivery Lead to assist in the effective and timely delivery of patient care. We are looking for an experienced candidate who can work closely with the senior management team and manage a team of patient advisors and GP assistants. Our patient advisors are at the heart of the surgery and support patients to access the right care with the most appropriate clinician. The post holder will supervise the patient advisors to manage patients requests and medical needs.
As a team we are on a continuous journey to learn and improve our functions and processes, we welcome an individual who is able to come on this journey with us and is willing to develop and learn new skills, whilst demonstrating the ability to work autonomously with a can-do attitude.
This is a full time position for 37.5 hours per week.
We will be interviewing on Friday 12th January.
Main duties of the job
Work closely with the practice manager and operations manager as part of the management team to deliver a range of duties and responsibilities, to support the day to day running of the practice.
About us
We have a friendly team at Forrest Medical Centre whom are all committed to providing a high standard of service and clinical care to our patients. We have approx. 11,500 patients registered currently and are a high achieving QOF practice. We are proud of our GMST Training status and actively encourage learning throughout both our non-clinical and clinical team members. We are a well-established, forward thinking, dynamic team with an excellent reputation locally and we enjoy the luxury of our purpose built facilities within our surgery in Canley. We are part of the Go West PCN with 5 other surgeries in the area. More information about us can be found on our website (www.fmcgp.co.uk) PLEASE NOTE - IF YOU ARE A PATIENT OF FORREST MEDICAL CENTRE AND ARE SUCCESSFUL WITH THE ROLE, YOU WILL NEED TO FIND ANOTHER SURGERY TO BE REGISTERED AT.
Job description
Job responsibilities
Managing patient advisors and ensure the smooth running of the reception team.
Line management responsibilities for the patient advisor and GP assistant teams, along with supporting the staffs training needs by developing protocols and delivering training.
Manage weekly staffing rotas for patient advisors and GP assistants and manage staffing cover for planning and unplanned leave.
Ensure effective running of the office and all tasks completed and delivered as stipulated in specifications and protocols.
Undertake annual staff appraisals.
Manage and respond to patient queries and complaints.
Manage IGPR/SAR insurance requests and ensure they are actioned in a timely manger
Manage the practice social media accounts and ensure website is up to date
Manage and review all administrative and reception policies and procedure are up to date.
Act as the first point of contact for external organisations such as the local police, solicitors, DVLA amongst other agencies.
Work with EMIS the practices clinical system to manage the day-to-day work load.
Manage/delegate incoming mail, posts, deliveries, and supplies. Along with managing all deliveries to the practice and ensuring adherence to the cold chain policy as necessary.
Deputise for operational manager and practice manager during periods of absence.
Patient feedback lead
Finance claims
Job description
Job responsibilities
Managing patient advisors and ensure the smooth running of the reception team.
Line management responsibilities for the patient advisor and GP assistant teams, along with supporting the staffs training needs by developing protocols and delivering training.
Manage weekly staffing rotas for patient advisors and GP assistants and manage staffing cover for planning and unplanned leave.
Ensure effective running of the office and all tasks completed and delivered as stipulated in specifications and protocols.
Undertake annual staff appraisals.
Manage and respond to patient queries and complaints.
Manage IGPR/SAR insurance requests and ensure they are actioned in a timely manger
Manage the practice social media accounts and ensure website is up to date
Manage and review all administrative and reception policies and procedure are up to date.
Act as the first point of contact for external organisations such as the local police, solicitors, DVLA amongst other agencies.
Work with EMIS the practices clinical system to manage the day-to-day work load.
Manage/delegate incoming mail, posts, deliveries, and supplies. Along with managing all deliveries to the practice and ensuring adherence to the cold chain policy as necessary.
Deputise for operational manager and practice manager during periods of absence.
Patient feedback lead
Finance claims
Person Specification
Experience
Essential
- Excellent IT skills (Microsoft programme)
- Effective communicator
- Excellent problem solving skills
- Minimum of 2 years experience in a team lead role.
Desirable
- Experience in general practice.
- Working with Emis, Docman
Qualifications
Essential
- Customer Service
- GCSE grades A - C
Desirable
- Degree
- Management qualifications. i.e Prince 2, agile, CIPD
Personal specification
Essential
- Previous management experience
- Ability to work autonomously and initiate self directed work
- Comprehensive skills in dealing with people.
- A team player
- Demonstrate an interest for working in general practice
Person Specification
Experience
Essential
- Excellent IT skills (Microsoft programme)
- Effective communicator
- Excellent problem solving skills
- Minimum of 2 years experience in a team lead role.
Desirable
- Experience in general practice.
- Working with Emis, Docman
Qualifications
Essential
- Customer Service
- GCSE grades A - C
Desirable
- Degree
- Management qualifications. i.e Prince 2, agile, CIPD
Personal specification
Essential
- Previous management experience
- Ability to work autonomously and initiate self directed work
- Comprehensive skills in dealing with people.
- A team player
- Demonstrate an interest for working in general practice
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.
