Job summary
This is an exciting opportunity to join the Management team at Holmes Chapel which consist of a Practice Business Manager, Operations Manager, Deputy Practice Manager, Nurse Lead and Dispensary Manager.
The role is varied but centres around ensuring the delivery of Patient satisfaction by responding to patient queries and complaints in a positive and timely manner providing a resolution and satisfactory response.
In addition there is a wide range of general administrative duties supporting the Management team including Significant Events, administration of policy and procedures, general administration and contacting patients regarding QOF as well as a range of varied duties
Main duties of the job
We are ideally looking for someone from a General Practice background with good IT skills, as well as preferably knowledge of clinical systems such as EMIS, Docman, Accurx.
Overall though this role is the champion of patient satisfaction in the Practice and the candidate must have excellent people skills, being able to problem solve and respond with timely solutions and deliver outstanding patient service.
Additionally strong interpersonal skills, confidentiality and a well organised and structured approach are needed as this role supports the Management team with a wide variety of tasks
About us
We have a team of 6 partners, 2 Salaried GP's, 3 Advanced Nurse Practitioners, 2 Practice Nurses, 2 HCA's, as well as GP Trainees. We have a large very supportive non-clinical team and a patient list size of around 13000. We are a large, forward thinking training practice based in the centre of Holmes Chapel.
Our practice has been rated as Good by CQC. We take pride in delivering quality care to our patients and have a strong training and personal development ethos.
We are part of CHOC PCN; we have clinical pharmacists, paramedics, , MHP's, FCP's and Social Prescribers in place and look forward to developing local services further to meet the needs of our patient population.
We are a friendly supportive team who pride ourselves on delivering outstanding patient care. We have regular monthly team meetings, and a voice in the practice. We welcome new ideas that help team to deliver excellent patient care. We are an expanding and growing practice open to change and innovation.
Job description
Job responsibilities
This role reports into the Practice Business Manager and is part of the wider Practice Management team.
The key part of the role is ensuring outstanding patient satisfaction across the Practice by
Managing all patient queries and concerns that have not been resolved by the Reception team.
Responding to patients on the phone and in writing and investigating their queries
Composing letters to respond to complaints and liaising with both clinical and non clinical staff across the practice to resolve
Logging complaints with NHS Services, the ICB and medical indemnity providers if required
Attendance at PPG meetings along with Practice Business Manager where needed
Logging of Significant Events and preparing for Significant event meetings and recording of outcomes
Maintaining complaints log and ensuring that the Practice CQC log is up to date.
Administration of policy and procedures and logging on and updating the system
Support the Management team with administration around QOF responding to patients and administration required for QOF and some coding if required
Liaising with local Patient groups and representing the practice
Ordering of some supplies, stationary as required
Advising on training completion and administration of the training portal
Preparing for PLT by advising patients and distributing the agenda and preparing notices
General administration to support the Management team as a whole as required
Taking minutes for meetings and distributing accordingly.
Job description
Job responsibilities
This role reports into the Practice Business Manager and is part of the wider Practice Management team.
The key part of the role is ensuring outstanding patient satisfaction across the Practice by
Managing all patient queries and concerns that have not been resolved by the Reception team.
Responding to patients on the phone and in writing and investigating their queries
Composing letters to respond to complaints and liaising with both clinical and non clinical staff across the practice to resolve
Logging complaints with NHS Services, the ICB and medical indemnity providers if required
Attendance at PPG meetings along with Practice Business Manager where needed
Logging of Significant Events and preparing for Significant event meetings and recording of outcomes
Maintaining complaints log and ensuring that the Practice CQC log is up to date.
Administration of policy and procedures and logging on and updating the system
Support the Management team with administration around QOF responding to patients and administration required for QOF and some coding if required
Liaising with local Patient groups and representing the practice
Ordering of some supplies, stationary as required
Advising on training completion and administration of the training portal
Preparing for PLT by advising patients and distributing the agenda and preparing notices
General administration to support the Management team as a whole as required
Taking minutes for meetings and distributing accordingly.
Person Specification
Experience
Essential
- Experience of working in a customer facing role
- Strong communication skills both verbally and written
- Able to problem solve in a timely and structured manner
- Positive telephone manner
- Experience of Microsoft packages Excel, Word etc
- Working to deadlines in a busy working environment
- Experience of working as part of a large team
- Strong Interpersonal skills
Desirable
- Experience of working in Primary Care
- Knowledge of Clinical systems such as EMIS, Docman, Accurx
- Some knowledge of NHS complaint procedures
- Experience of Reception and Admin processes
Qualifications
Essential
Person Specification
Experience
Essential
- Experience of working in a customer facing role
- Strong communication skills both verbally and written
- Able to problem solve in a timely and structured manner
- Positive telephone manner
- Experience of Microsoft packages Excel, Word etc
- Working to deadlines in a busy working environment
- Experience of working as part of a large team
- Strong Interpersonal skills
Desirable
- Experience of working in Primary Care
- Knowledge of Clinical systems such as EMIS, Docman, Accurx
- Some knowledge of NHS complaint procedures
- Experience of Reception and Admin processes
Qualifications
Essential
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.
