Assistant Patient Services Manager

Affinity Care

The closing date is 12 August 2022

Job summary

The post holder will support the Patient Services Manager across the locality practices to ensure efficient and effective service for patients.

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 postholder will manage the Team Leaders and Reception team encourage effective communication between patients, members of the primary health care team, and other associated healthcare agencies.

The post holder may be required to undertake some core receptionist duties

Main duties of the job

· Manage the front of house operations of the practice to ensure smooth, efficient operation of the practice including: reception, telephone hub, room availability, general administration, patient care and services

Managing the reception and GP rotas on S1 including weekly reviews status reporting to the Patient Services Manager

· Use the telephone software to profile call volumes and staffing levels, working with staff to reduce variation in how they deal with calls and how the team functions overall on calls

· Optimise patient care through embedding good working practices and raising opportunities to improve

· Resolution of patient complaints in a timely and considerate manner ensuring implementation of NHS complaints process at all times

· Minor Surgery clinic nurse rota, room bookings, provision of data to Finance Officer for invoicing and cross charging of nursing time

· Work closely with the PSM provide support to the GPs and relevant clinicians depending on the area of work, including support for new GP registrars e.g. induction in the premises/people, organising SMART card activation

· Supporting the delivery of practice targets/measures where the reception role or premises plays a part in achievement e.g. QoF

About us

We are Affinity Care Primary Care Network covering a population of over 64,000 patients over 6 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.

Benefits include:

  • 5 weeks annual leave (pro rata for part time hours)
  • Birthday Holiday
  • Well-being day
  • NHS pension

Date posted

27 July 2022

Pay scheme

Other

Salary

Depending on experience

Contract

Permanent

Working pattern

Part-time, Job share, Flexible working, Compressed hours

Reference number

A1863-22-9586

Job locations

Westcliffe Medical Practice

Westcliffe Rd

Shipley

West Yorkshire

BD18 3EE


Shipley Health Centre

Alexandra Road

Shipley

West Yorkshire

BD18 3EG


Haigh Hall Medical Centre

Haigh Hall Road

Bradford

West Yorkshire

BD109AZ


Job description

Job responsibilities

· Manage the front of house operations of the practice to ensure smooth, efficient operation of the practice including: reception, telephone hub, room availability, general administration, patient care and services

· Managing the reception and GP rotas on S1 including weekly reviews status reporting to the Patient Services Manager

· Use the telephone software to profile call volumes and staffing levels, working with staff to reduce variation in how they deal with calls and how the team functions overall on calls

· Optimise patient care through embedding good working practices and raising opportunities to improve

· Resolution of patient complaints in a timely and considerate manner ensuring implementation of NHS complaints process at all times

· Minor Surgery clinic nurse rota, room bookings, provision of data to Finance Officer for invoicing and cross charging of nursing time

· Work closely with the PSM provide support to the GPs and relevant clinicians depending on the area of work, including support for new GP registrars e.g. induction in the premises/people, organising SMART card activation

· Supporting the delivery of practice targets/measures where the reception role or premises plays a part in achievement e.g. QoF

· Work collaboratively and support both localities and the wider Affinity Care organisation

Line Manager:

· Line management responsibility for the practice’s receptionists and Reception Team Leaders including induction, sickness absence management, return to work interviews, staff appraisals, performance management, training and development

· To provide competent, strong and supportive leadership of the team

· Improve the customer service function and help develop the role of the receptionist as a signposter

· Provision of training to members of the reception team

· Development and maintenance of reception team rota including overseeing cover for holidays, sickness absences etc

· Liaise with the Finance Officer regarding the cross charging of staff hours when working at other practices

· Management of SMART cards

Premises

· Oversee the general premises maintenance including responsibility for repairs to all facilities and managing the day to day health & safety aspects.

· Oversee cleaning of premises, ensuring both practice and agency 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

Teamwork

· Work as an effective and responsible team member, supporting other members of clinical and non-clinical staff in a flexible and approachable manner.

· Participate in team activities that create opportunities to improve patient care.

· Ensure clear understanding and utilisation of services and referral mechanisms and policies to meet patient need.

Support

Ongoing support and development will be provided to the postholder by the Patient Services Manager, along with support on line management and people management by the Head of Human Resources.

Job description

Job responsibilities

· Manage the front of house operations of the practice to ensure smooth, efficient operation of the practice including: reception, telephone hub, room availability, general administration, patient care and services

· Managing the reception and GP rotas on S1 including weekly reviews status reporting to the Patient Services Manager

· Use the telephone software to profile call volumes and staffing levels, working with staff to reduce variation in how they deal with calls and how the team functions overall on calls

· Optimise patient care through embedding good working practices and raising opportunities to improve

· Resolution of patient complaints in a timely and considerate manner ensuring implementation of NHS complaints process at all times

· Minor Surgery clinic nurse rota, room bookings, provision of data to Finance Officer for invoicing and cross charging of nursing time

· Work closely with the PSM provide support to the GPs and relevant clinicians depending on the area of work, including support for new GP registrars e.g. induction in the premises/people, organising SMART card activation

· Supporting the delivery of practice targets/measures where the reception role or premises plays a part in achievement e.g. QoF

· Work collaboratively and support both localities and the wider Affinity Care organisation

Line Manager:

· Line management responsibility for the practice’s receptionists and Reception Team Leaders including induction, sickness absence management, return to work interviews, staff appraisals, performance management, training and development

· To provide competent, strong and supportive leadership of the team

· Improve the customer service function and help develop the role of the receptionist as a signposter

· Provision of training to members of the reception team

· Development and maintenance of reception team rota including overseeing cover for holidays, sickness absences etc

· Liaise with the Finance Officer regarding the cross charging of staff hours when working at other practices

· Management of SMART cards

Premises

· Oversee the general premises maintenance including responsibility for repairs to all facilities and managing the day to day health & safety aspects.

· Oversee cleaning of premises, ensuring both practice and agency 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

Teamwork

· Work as an effective and responsible team member, supporting other members of clinical and non-clinical staff in a flexible and approachable manner.

· Participate in team activities that create opportunities to improve patient care.

· Ensure clear understanding and utilisation of services and referral mechanisms and policies to meet patient need.

Support

Ongoing support and development will be provided to the postholder by the Patient Services Manager, along with support on line management and people management by the Head of Human Resources.

Person Specification

Experience

Essential

  • Proven experience of working in General Practice
  • Experience of using SystmOne or similar clinical system
  • Excellent verbal and written communication skills including the ability to communicate effectively with professionals at all levels

Desirable

  • Experience of forward planning of service activity
  • Experience of managing and supervising teams
  • Experience of management of health services, facilities and resources

Skills and Knowledge

Essential

  • Proficient in the use of Microsoft Office and the use of the internet, intranet and ability to update databases.
  • Ability to follow and apply policies
  • Excellent organising and prioritising skills
  • Ability to deal with people tactfully and empathetically
  • Knowledge, understanding and application of equal opportunities
  • Ability to understand complex issues, problem solve and to develop practical workable solutions
  • Ability to use own judgement, resourcefulness and common sense
  • Ability to communicate information that requires tact and persuasive skills, or where there may be barriers to understanding; instil confidence in those being advised.
  • Ability to work to scheduled timelines and prioritise own workload
  • Excellent team player and ability to work autonomously
  • Acceptance and adherence to the need for strict confidentiality

Desirable

  • Demonstrate ability to analyse and interpret data

Qualifications

Essential

  • GSCE Grade C/4 or above in English Language and Mathematics

Desirable

  • Educated to 'A' Level standard or above
  • Leadership Qualification

Other

Essential

  • The ability and confidence to act as a deputy for the Patient Services Manager
  • Willingness to develop new skills
  • Must be willing and able to travel between sites
  • Flexible with ability to multi-task and work in a fast paced environment
  • Ability to remain calm under pressure, exhibiting resilience
  • Enthusiastic, pro-active and self-motivated
  • Adaptable to change and varying roles/responsibilities
  • Strong work ethic with a mature and professional approach to work
Person Specification

Experience

Essential

  • Proven experience of working in General Practice
  • Experience of using SystmOne or similar clinical system
  • Excellent verbal and written communication skills including the ability to communicate effectively with professionals at all levels

Desirable

  • Experience of forward planning of service activity
  • Experience of managing and supervising teams
  • Experience of management of health services, facilities and resources

Skills and Knowledge

Essential

  • Proficient in the use of Microsoft Office and the use of the internet, intranet and ability to update databases.
  • Ability to follow and apply policies
  • Excellent organising and prioritising skills
  • Ability to deal with people tactfully and empathetically
  • Knowledge, understanding and application of equal opportunities
  • Ability to understand complex issues, problem solve and to develop practical workable solutions
  • Ability to use own judgement, resourcefulness and common sense
  • Ability to communicate information that requires tact and persuasive skills, or where there may be barriers to understanding; instil confidence in those being advised.
  • Ability to work to scheduled timelines and prioritise own workload
  • Excellent team player and ability to work autonomously
  • Acceptance and adherence to the need for strict confidentiality

Desirable

  • Demonstrate ability to analyse and interpret data

Qualifications

Essential

  • GSCE Grade C/4 or above in English Language and Mathematics

Desirable

  • Educated to 'A' Level standard or above
  • Leadership Qualification

Other

Essential

  • The ability and confidence to act as a deputy for the Patient Services Manager
  • Willingness to develop new skills
  • Must be willing and able to travel between sites
  • Flexible with ability to multi-task and work in a fast paced environment
  • Ability to remain calm under pressure, exhibiting resilience
  • Enthusiastic, pro-active and self-motivated
  • Adaptable to change and varying roles/responsibilities
  • Strong work ethic with a mature and professional approach to work

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.

Additional information

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

Affinity Care

Address

Westcliffe Medical Practice

Westcliffe Rd

Shipley

West Yorkshire

BD18 3EE


Employer's website

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

Employer details

Employer name

Affinity Care

Address

Westcliffe Medical Practice

Westcliffe Rd

Shipley

West Yorkshire

BD18 3EE


Employer's website

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

For questions about the job, contact:

Date posted

27 July 2022

Pay scheme

Other

Salary

Depending on experience

Contract

Permanent

Working pattern

Part-time, Job share, Flexible working, Compressed hours

Reference number

A1863-22-9586

Job locations

Westcliffe Medical Practice

Westcliffe Rd

Shipley

West Yorkshire

BD18 3EE


Shipley Health Centre

Alexandra Road

Shipley

West Yorkshire

BD18 3EG


Haigh Hall Medical Centre

Haigh Hall Road

Bradford

West Yorkshire

BD109AZ