Patient Services Manager

Job description

Job responsibilities

Role Purpose:

In close collaboration with the Operations Manager, to ensure the smooth day to day running of all practice sites

To manage the delivery of an efficient HH-wide reception service

As part of the Management Team, to provide effective operational management and contribute towards all aspects of service and practice development

To ensure that reception staff based at different sites are organised to provide cover for one another and to work effectively as one team

Leadership:

As part of the Management Team, take responsibility for the delivery of excellent patient-focused services , setting out clear plans and goals

Represent Holderness Health consistently and professionally, developing a network of contacts with other health organisations and attending meetings to represent the practice as required

Contribute to the development of projects as required by the business needs of the practice

Duty & Operational Management

To act as duty manager for all sites on a rotational basis alongside the Operations Manager to respond to issues which arise on a day to day basis and require management-level support, action or decision-making

To provide cover for the Patient Services Manager during holidays and other absence, ensuring that day to day practice operations continue to run smoothly

Patient Services & Engagement

To design and implement effective systems for delivering high quality reception and call-handling services

Ensure that data protection and good information governance processes are maintained within the reception team

Regularly interact with patients on all sites to understand current issues and ensure that our services remain focused on patient needs and experience

Lead on patient engagement and consultation activities including the establishment and running of the new HH Patient Participation Group

Ensure that the practice complies with contractual requirements in relation to patient engagement

Monitor patient satisfaction and take action in response to feedback

Managing People

Provide line management for the reception team including one to ones, appraisals, performance management, management of sickness absence, authorising leave etc.

Identify and address reception staff training needs

Conduct site-specific inductions for all new staff

Plan and manage reception team meetings, ensure minutes are kept and circulated and that follow-up actions are completed

Ensure all reception team members are aware of and comply with HH policies and procedures

In collaboration with the HR team, undertake recruitment for vacancies within the reception team

Rota Management & Appointment Planning

To oversee the planning and implementation of staff rotas including GP rotas

To ensure the effective usage and management of the patient appointment book

Complaints

Record, manage and report on complaints

Act as the practice complaints lead, responding promptly to all complaints, investigating appropriately, taking remedial action as required and escalating where appropriate

Policies & Procedures

Write, review and update operational policies, procedures and guidelines relating to the reception function and day to day running of the practice

Assist in the development and maintenance and, when required, implementation of an effective business continuity/disaster recovery plan

Communication:

Clearly communicate the organisations goals and values internally and externally

Provide regular information and updates to staff on operational and patient-related issues e.g. via website updates, newsletter etc.

Financial & Business Information:

Manage budgets within own area of responsibility

Collect, collate and report on a range of operational data and key performance indicators

Quality & Good Practice

Maintain knowledge of CQC inspection regime and Key Lines of Enquiry

Ensure team compliance with required standards, highlighting areas for improvement and making changes where appropriate

Ensure that your team, including new team members, understand and adhere to data quality guidelines

Ensure that Holderness Health complies with all legal, regulatory and contractual requirements in relation to operational services

Keep up to date with good practice and innovation within general practice and the wider healthcare environment, applying learning within Holderness Health

Reporting:

Prepare reports and collate information for meetings as required

Gather and collate required information for statutory, regulatory or contractual reporting/monitoring as required

This job description is intended to provide an outline of the key tasks and responsibilities only. There may be other duties required of the post-holder commensurate with the position. This description will be open to regular review and may be amended to take into account development within the Practice. All members of staff should be prepared to take on additional duties or relinquish existing duties in order to maintain the efficient running of the Practice.

This job description is intended as a basic guide to the scope and responsibilities of the post and is not exhaustive. It will be subject to regular review and amendment as necessary in consultation with the post holder.

Person Specification

Experience

Essential

• Experience of supervising staff
• Experience of managing change
• Experience of working in a busy and demanding environment
• Experience of delivering high quality customer or patient care
• Experience of general administration processes
• Knowledge of the principles of confidentiality

Desirable

• Previous management role
• Previously worked in general practice / NHS environment
• Experience of using a clinical system ie SystmOne

Qualifications

Essential

• Good standard of general education (NVQ Level 2 or equivalent
• GCSE English Language C/5 or above.

Desirable

• NVQ Level 3 or equivalent
• Management Degree

Additional Criteria

Essential

• Computer literate
• Excellent communication skills, written and verbal
• Able to manage own workload
• Able to work in a shared job role
• Able to build and sustain relationships at all levels
• Empathy towards patients
• A can do attitude
• Flexibility to work across sites

Desirable

• An understanding and knowledge of the workings of the NHS Knowledge of one or more of the following areas: community services, palliative care, learning difficulties, dementia, care homes, mental health, long-term health conditions, frailty

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

Holderness Health

Address

Church View Surgery

5 Market Hill House

Hedon

HU12 8JE

Employer's website

https://www.holdernesshealth.nhs.uk/ (Opens in a new tab)