Patient Service Manager
The closing date is 24 September 2021
Focus for the postholder is on the patient experience, from their welcome at reception, the waiting room environment, access to appointments and services, to the overall care and consideration shown. The post holder will have wide ranging responsibilities and fundamental to this role is the requirement to continually develop and improve front of house systems and operations to provide an exemplar service to patients. The postholder will encourage effective communication between patients, members of the primary health care team, and other associated healthcare agencies.
Excellent leadership and support to the practice teams are crucial and the post holder will facilitate access and pathways for staff development and progress.
Main duties of the job
Responsible for the smooth running of the reception/front of house function and staff; improving systems and processes and leading the team to improve access and the patient experience
Manage the front of house operations of the practice to ensure smooth, efficient operation of the practice including: reception, room availability, general administration, patient care and services
Managing the rota systems for patient appointments
Ensuring all systems are patient focused and staff understand the customer service aspect of service delivery
Day to day support to receptionists when managing difficult patient interactions
Manage the transformation of the receptionist role to become skilled Care Navigators meeting a high standard of customer service standards
Develop and implement training packages, competencies frameworks and review processes to ensure continued improvement.
We are Affinity Care Primary Care Network covering a population of over 64,000 patients over 7 GP practices and 8 sites, all in the Bradford area. Our ethos is to provide patient focused care based on the model of GP-led family orientated general practice tailored to local population needs. Our practices are highly accredited training practices, level 3 research ready sites within an embedded ethos of our learning organisation.
We are a friendly enthusiastic and hard working team with opportunities for career progression and will provide support and development for anyone demonstrating capability, enthusiasm, commitment and strong work ethic.
- 5 weeks annual leave (pro rata for part time hours)
- Birthday Holiday
- Well-being day
- NHS pension
Work collaboratively and support Patient Champions and PPG activity, including organising and attending appropriate meetings
Continuous review and development of policy and protocols for patient access, e-consult, appointment bookings
Responding to patient enquires, complaints receiving face to face, telephone, footfall, social media
Respond to complaints, ensuring adherence to the Complaints Policy including timescales for responding and take actions to reduce future complaints
Adhere to incident reporting policy and procedures, ensuring incidents and complaints are recorded appropriately and processes for resolution are implemented
Ensure action plans are developed and actions met for any outcomes of investigation of incidents/ complaints
Line management that includes induction, sickness absence management, return to work interviews, staff appraisals, performance management, training and development
Engage and motivate team members so that they understand and work to achieve objectives and feel that their role makes a positive contribution to the practices successes.
Development and delivery of PLT sessions for the reception function
Monitor capacity versus activity to ensure staffing levels are managed efficiently
Work collaboratively with the HR department in the recruitment and selection and induction process of staff
Oversee and undertake annual appraisals, formulating development/training plans to progress and advance their competencies, ensuring they have the relevant skills, experience and knowledge as required
Monitor and evaluate performance of administrative/reception team members who may be struggling, including development of appropriate support and training programmes
Liaise with the HR Department advising of flexible working requests, changes to hours on a monthly basis and termination data
Operational responsibility for planning, directing and coordinating all services
Responsible for improving the performance, productivity and efficiency of the services
Responsible for keeping the NHS Choice web-site up to date with the relevant practice and patient information
Management of patient complaints in a timely and considerate manner, ensuring implementation of NHS complaints process at all times
Provision of support to the practice staff on all day to day activities of the practice
Undertake effective resolution of problems in all areas of the role, that involves following a process of evaluation, identifying cause, consultation and communication and determining the appropriate outcome and resolution
Ensuring awareness of and adherence to standing operating procedures enabling the patient and staff safety and in order to achieve business performance measures.
Be aware of all performance measures as relevant to the access function and ensure this is cascaded within the team and systems and processes are such to help meet these measures, aiming for high performance on Affinity Care dashboard
Ensure the practice meets all access to appointment standards together with developing and implementing systems and practices to achieve higher than the standard access requirements and provide exemplar access for patients
Ensure efficient running of daily lists leading to the achievement of operational targets
Ensuring staff work to systems and processes that enable achievement of DES, LES and QoF as relevant
PSM Wider Team
Form part of a wider PSM network across Affinity Care enabling sharing of good practice with the two other Hub PSMs as well as close liaison with PSMs leading the Nursing function, the Data Quality Team and Pharmacy Team to ensure coordinated efforts and cohesion between all teams.
Manage effective use of our estate in terms of room usage and capacity management
Responsible for the general premises maintenance including managing the day to day health & safety aspects and undertaking risk assessments
Ensure action points that result from any Health & Safety and Fire risk assessments are attended to efficiently and expediently
Responsible for the general premises maintenance including responsibility for organising repairs to all facilities and managing the day to day health & safety aspects.
Oversee cleaning of premises, ensuring housekeeping staff carry out their duties efficiently and effectively
Oversee the day to day security of premises paying particular attention to both staff and patient safety
Ensure there is a designated Health and Safety Lead, First Aider and Fire Warden at all times
Responsibility for Information Processes
Understand and follow the requirements of the General Data Protection Regulations (GDPR) and to refer on any queries as appropriate.
Adhere to the Affinity Cares policies for data protection, maintaining confidentiality of information at all times
Ensure the management of personal files, both electronic and paper, are accurate, with information being updated in a timely manner and available for audit purposes
Take the necessary precautions when transmitting information
Follow organisational policy regarding the use of email and computer tasks as the main internal method of non-verbal communication and the use of the intranet and the internet as the main source of internal and external information
Equality, Diversity and Inclusivity
Act in ways that recognise the importance of peoples rights, interpreting them in a way that is consistent with Affinity Cares values and procedures.
Respect the privacy, dignity and beliefs of employees and stakeholders. They must be treated equally, irrespective of gender, ethnic origin, age, disability, sexual orientation, religion, etc.
Affinity Care is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff and volunteers to share this commitment. Staff should ensure that they are aware of the organisations policy and procedures for safeguarding and discharge their responsibilities for safeguarding effectively. It is individual staff members responsibility to maintain competences with regards to levels of safeguarding training commensurate with individual roles. Staff should report any safeguarding concerns to appropriate agencies in line with the safeguarding policy.
Health, safety and security
Wear at all times the appropriate Personal Protection Equipment and clothing at all times in accordance with the Infection Prevention and Control Standard Operating Procedure.
Apply appropriate infection-control measures and maintain work areas that they are clean, safe and free from hazards reporting of any potential risks identified including:
Following of hand washing protocols
Universal hygiene procedures
Cleaning of work surfaces
Assist colleagues in adopting sound infection control measures
Use the personal security systems within the workplace according to Practice guidelines.
Assess risk within the areas of responsibility, ensuring adequate measures are in place to protect staff and patients.
Follow Health and Safety Policies and guidelines, including fire procedures and those pertaining to clinical areas of risk. Use safe working procedures and report incidents using the incident reporting system.
Monitor work areas and practices to ensure they are safe and free from hazards and conform to health, safety and security legislation, policies, procedures and guidelines.
You will be required to work at other premises owned or associated to the practice. This will be subject to reasonable request in terms of travel compared your routine site of work. You may also be asked from time to time to be flexible in your working hours as per the needs of the practice.
You will be required to:
Give good and regular attendance
Maintain a tidy and organised work area
Any other duty as requested commensurate with the role, including covering for absent colleagues.
This job description is subject to periodic review and amendment in consultation with the post-holder in the light of changing circumstances. As the organisation grows and develops it is highly likely that this role will develop too and the postholder may be required to undertake additional duties/responsibilities.
Skills and Knowledge
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.
For help with your application, contact:
09 September 2021