Patient Services Manager

SWALLOWNEST HEALTH CENTRE

This job is now closed

Job summary

Due to retirement, an opportunity has arisen for an enthusiastic and highly motivated individual to join our forward thinking practice and assist in helping to make a difference.

The role is primarily to provide supervision to the Practice Reception (Patient Service Advisors). The post holder will work closely with, and under the direction of the Practice Manager.

The successful candidate must be able to work on their own initiative and have some managerial/supervisory experience, along with strong IT skills. You must be organised and confident, have a friendly and approachable manner and be able to work under pressure.

Experience of working within a GP surgery and knowledge of SystmOne, our clinical database is desirable, but not essential.

We are looking to recruit a full time Team Leader (37.5 hours per week working Monday to Friday).

It is important that you apply ASAP, as the deadline may end sooner than advertised.

Applications are only accepted via NHS Jobs.

Interview dates TBC.

Main duties of the job

The role is primarily line managing the practice reception (Patient Service Advisors) in carrying out day to day activities.

The post holder will work closely with (and under the direction of) the Practice Manager to provide the continual improvement of standards across a wide range of clinical and administrative activity.

Must be able to work under own initiative and also as a team. Strong IT skills, including being organised, and also being confident. Must have a friendly and approachable manner and be able to prioritise whilst working under pressure.

About us

Swallownest Health Centre has a practice population of 16,500 patients, across one site. We have 5 GP Partners, 8 salaried GPs, 3 part time Advanced Nurse Practitioners, 8 part time Practice Nurses, 3 Healthcare Assistants as well as a full team of administrative staff.

We are part of a very strong Primary Care Network (Rother Valley South), and as such have employed additional shared staff to improve our services. These consist of Pharmacists, Physician Associates, Social Prescribing Link Workers and a Mental Health Worker.

Swallownest Health Centre is an equal opportunities employer, and will not discriminate on the grounds of disability, sex, sexual orientation, race, religion, or age. The successful candidate would need to show a professional attitude and demeanour including courteous integration with team members and Managers.

Date posted

06 April 2021

Pay scheme

Other

Salary

Depending on experience

Contract

Permanent

Working pattern

Full-time

Reference number

A1028-21-5914

Job locations

Worksop Road

Swallownest

Sheffield

S26 4WD

Job description

Job responsibilities

Main duties and Responsibilities:

To provide day-to-day support, leadership, first line management and guidance for the practice reception team (Patient Service Advisors), ensuring an efficient and professional manner is maintained, and to provide cover to the reception team if and when needed.

Organising, completing, applying and maintaining the reception and clinical rotas, (taking into account clinical room planning) including any adjustments of both reception and clinical staff.

Assist with efficient rota for Extended Access including quarterly reporting in accordance with agreed deadlines.

To be a point of contact for patient queries and concerns. Dealing with initial patient complaints relating to front desk/reception services.

Assist GP Registrars and medical students in rota preparation, the latter to allow sufficient variety of experience of Primary Care.

To manage and authorise holiday and leave requests for the reception team and maintain accurate electronic records.

To assist in accurately recording staff absence.

Be responsible for the overview of reception Training, making sure all statutory and mandatory training is up to date, and electronic records are accurately maintained.

Undertake all reception team annual appraisals.

Ensure all reception duties are completed to the highest standard.

Manage and deal with day to day needs, difficulties and requirements of the partners and other clinical staff.

To provide up to date communications between patients, doctors and other staff.

Support the Practice Manager in the recruitment and induction of all new reception staff.

The ability to use initiative and to work proactively and reactively to manage issues and problems to gain a good solution or a positive outcome.

Possess good computer skills including Microsoft Office (Excel/Word/Publisher).

Exhibit safe, professional decision-making and high level of care for patients within the Practice.

Support the Practice Manager in the reviewing and updating of practice policies and procedures.

Work with the Practice Manager and other members of the practice to identify areas for improvement and assist in change management where appropriate.

Be proactive in ensuring the promotion, monitoring and documentation of performance and quality outcomes targets within the practice (including QOF), using IT systems and software.

To maintain and manage the call and recall system for patients efficiently using technology at hand including text messaging service, whilst being mindful not to digitally exclude. Ensure that all non-attenders are followed up.

Support the Practice Manager in the running of elements and/or services within the practice e.g. compliance with CQC, Health and Safety audits etc.

Attend regular Meetings as and when required.

To undertake specific assigned tasks, project support, or development work which may arise during changes to the NHS as delegated by the Practice Manager with only broad procedural guidelines and often without any direct supervision to ensure that an efficient quality outcome is provided.

Responding to and resolving all local IT issues where appropriate liaising with the CCG IT support/or others to resolve hardware and software issues.

Willing to undergo training which relates to the job.

Managing and maintaining smartcard access for all staff and locums.

Housekeeping of clinical system e.g. locums/staff who have left.

Ensure the effective use of clinical systems, IT programmes and other systems used throughout the practice.

Training of staff on practice IT systems as necessary.

To promote Equality and Diversity and Health and Safety in themselves.

Attend Patient Participation Group (PPG) meetings where appropriate, deputising for the Practice Manager.

Assist in maintaining effective communication both within the practice and with relevant outside organisations.

Liaising with internal/external contacts to improve services for patients and communicate updates and outcomes effectively.

Create/maintain team Standard Operating Protocols (SOPS) for training purposes and to ensure business continuity.

Be knowledgeable about Rotherham services available to patients and be proactive in encouraging staff to be proactive also.

Be proactive and encourage the team to be proactive in care navigating patients to appropriate services.

Assisting in organising training events

Pleasant, articulate and respectful of all staff at all times.

Patient and understanding.

Ability to follow instructions and procedures.

Work accurately and methodically.

Working with all types of people.

Ability to recommend new ideas for overall efficiencies of service and assist in streamlining processes.