Job summary
Brackley Medical Centre is looking for
a capable, efficient and highly motivated Patient Services Manager to join our
busy practice to provide high quality, safe and personalised care in a forward
thinking GP practice. The role is for 35.5 hours per week.
We have a great opportunity for the
right person to develop and shape the Patient Services Team as our surgery
introduces new processes and systems in line with NHS England
requirements. This could be a leadership
opportunity for an experienced receptionist or care navigator who is looking
for the next step in their career.
Main duties of the job
The Patient Services Manager will apply their knowledge and experience to
lead the Receptionists, Patient Navigators and Medicines Management teams to
ensure that we provide a responsive and caring service for our patients and
carers. They will be responsible for all
aspects of planning and training for their team, including rotas, HR and
training.
They will also be required to provide all aspects of general leadership
and management alongside the GP partners and management team to provide good
quality patient care.
About us
We are a semi-rural GP teaching practice in Brackley, with a dedicated
team of 6 partners, 5 salaried GPs in addition to an experienced Nursing Team
and separate Urgent Care Unit for a 16400 patient population. As part of the Brackley & Towcester PCN
we have a wide range of additional practitioners - First Contact Physios, Clinical
Pharmacists, Health & Wellbeing Coaches, Social Prescribers, Mental Health
Practitioner and Care Co-ordinators and an excellent Frailty team.
We are a high achieving practice year on year for QOF and achieved an overall
rating of Good in our last CQC inspection in 2022 with a rating of outstanding
for Responsiveness.
Our surgery is open from 0800-1830 hrs Monday to Friday with GPEA
1830-2000 hrs Monday and Tuesday and 0815-1215 hrs on Saturdays.
Our core values are that we are committed to providing high quality care
to all users of our services. We aim to
be considerate and responsive and provide an uplifting work environment. In
2020 we moved to a purpose built location providing first class clinical rooms with
excellent staff facilities, cafe and free parking.
Job description
Job responsibilities
Job Responsibilities
- Provide leadership and act as a role
model for all Patient Services staff; demonstrating and promoting the standards
expected by the practice, supporting, motivating and promoting good staff
relations.
- Overseeing the patient services
provided by the practice, ensuring staff achieve their primary
responsibilities.
- Line management of all patient
services staff, supporting staff development, providing guidance and direction,
ensuring staff are up to date with mandatory training.
- Management of clinics on a daily
basis ensuring appointments are booked appropriately, working with the Rota
Administrator to identify any flaws in capacity and look for methods to rectify
these issues.
- Responsible for the efficient
operation of the reception team, monitoring length and quality of patient
interactions and identify improvement and coaching opportunities.
- Review and update all patient
services procedures and communicate as required.
- Ensure the team understand and adhere
to all practice Policies and Standards and staff are aware of all H&S,
ED&I and GDPR.
- Lead change in line with NHS
England/ICB/CQC and practice requirements.
- Planning and production of all
patient services staff rotas to ensure adequate levels are adhered taking into
account leave and training; including GPEA hours.
- Provide exceptional customer service,
oversee customer enquiries and respond to all non-clinical complaints.
- Continually assess and evaluate
systems and processes, recommending changes and improvements to the Practice
Business Manager as appropriate.
- Manage all aspects of reception in
relation to a multi-occupied building (Community Hospital, external
Occupational Health, NHFT Physiotherapy and Administrative Teams and
Bridgewater Suite clients).
- Responsible for all aspects of line
management, supporting staff development, providing guidance and direction,
ensuring staff are up to date with mandatory training and all aspects of HR
including completion of annual appraisals and training needs analysis.
- Manage all short notice clinician
absence, cancelling or rearranging appointments using the most effective and
agreed processes.
- Fire Marshal.
- Maintain a clean and organised office
environment.
- Induction and training of all new
Patient Services staff to agreed standards.
- To liaise with and assist the
Practice Business Manager as and when required.
- May be required to cover roles in the
Patient Services Team if a shortage of staff.
- Completing annual staff appraisals.
Job description
Job responsibilities
Job Responsibilities
- Provide leadership and act as a role
model for all Patient Services staff; demonstrating and promoting the standards
expected by the practice, supporting, motivating and promoting good staff
relations.
- Overseeing the patient services
provided by the practice, ensuring staff achieve their primary
responsibilities.
- Line management of all patient
services staff, supporting staff development, providing guidance and direction,
ensuring staff are up to date with mandatory training.
- Management of clinics on a daily
basis ensuring appointments are booked appropriately, working with the Rota
Administrator to identify any flaws in capacity and look for methods to rectify
these issues.
- Responsible for the efficient
operation of the reception team, monitoring length and quality of patient
interactions and identify improvement and coaching opportunities.
- Review and update all patient
services procedures and communicate as required.
- Ensure the team understand and adhere
to all practice Policies and Standards and staff are aware of all H&S,
ED&I and GDPR.
- Lead change in line with NHS
England/ICB/CQC and practice requirements.
- Planning and production of all
patient services staff rotas to ensure adequate levels are adhered taking into
account leave and training; including GPEA hours.
- Provide exceptional customer service,
oversee customer enquiries and respond to all non-clinical complaints.
- Continually assess and evaluate
systems and processes, recommending changes and improvements to the Practice
Business Manager as appropriate.
- Manage all aspects of reception in
relation to a multi-occupied building (Community Hospital, external
Occupational Health, NHFT Physiotherapy and Administrative Teams and
Bridgewater Suite clients).
- Responsible for all aspects of line
management, supporting staff development, providing guidance and direction,
ensuring staff are up to date with mandatory training and all aspects of HR
including completion of annual appraisals and training needs analysis.
- Manage all short notice clinician
absence, cancelling or rearranging appointments using the most effective and
agreed processes.
- Fire Marshal.
- Maintain a clean and organised office
environment.
- Induction and training of all new
Patient Services staff to agreed standards.
- To liaise with and assist the
Practice Business Manager as and when required.
- May be required to cover roles in the
Patient Services Team if a shortage of staff.
- Completing annual staff appraisals.
Person Specification
Qualifications
Essential
- - GCSE English (C or above) and at least three others (or equivalent
- qualification)
Desirable
- - Leadership and/or Management qualification
Experience
Essential
- - Management or leadership experience
- - Confident and capable in the use of Microsoft Office Suite and Outlook
- and the use of clinical systems (ideally SystmOne)
- - Customer service (face to face and telephone) experience
- - Capable administrator
Desirable
- - Reception and/or care navigation experience within general practice or
- healthcare setting
- - Positive experience of leading teams through change
Person Specification
Qualifications
Essential
- - GCSE English (C or above) and at least three others (or equivalent
- qualification)
Desirable
- - Leadership and/or Management qualification
Experience
Essential
- - Management or leadership experience
- - Confident and capable in the use of Microsoft Office Suite and Outlook
- and the use of clinical systems (ideally SystmOne)
- - Customer service (face to face and telephone) experience
- - Capable administrator
Desirable
- - Reception and/or care navigation experience within general practice or
- healthcare setting
- - Positive experience of leading teams through change
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.
