Job summary
We are looking for a Patient Services Manager to join our large primary care team in Stamford to help us ensure our patients receive excellent customer service and a smooth, efficient experience.
Supporting the overarching Lakeside Healthcare Group strategy, the Patient Services Manager is responsible for leading and managing an effective Patient Services function across Lakeside Healthcare Stamford. This really is an exciting role for someone driven to make sustainable changes and innovations to our patient services operations and service delivery as a whole.
Reporting to our Hub Manager and working closely with the Senior Management team, the Patient Services Manager is crucial in delivering the best services, leading improvement, and development programmes across the practice; and managing our high performing dedicated teams of Receptionist and Administrators who put care and compassion at the heart of everything they do. Our teams can experience tough situations, and this is where our Patient Services Manager really shines, as a role model and a leader guiding and supporting our colleagues to handle any situation whilst maintaining our core values and patient care delivered to the highest standard.
Main duties of the job
Ideally, we are looking for someone with a background within the NHS (Primary Care) but a strong people manager with change management experience / operations manager in a Healthcare setting and who can transfer these skills, we welcome you to apply.
You will;
Work
productively with staff ensuring effective and efficient operations day to day.
Motivate,
develop, and empower staff, leading by example.
Adopt
a problem-solving approach to identify solutions to challenges within the
service.
Be
visible and directive, ensuring consistent and timely decision-making.
Ensure that local
standards are delivered, monitored, and reported within the Operational and
Quality Governance framework, including CQC & Risk Management, and ensure
that operational performance is consistent with the expectations of the
Lakeside Healthcare Group.
Be
instrumental in assisting Lakeside Healthcare Stamford to achieve its service
development plans, performance targets and organisational strategy including
QOF and promoting the use of technology to interact with the practice
In
conjunction with the senior management team, ensure that there is an embedded
philosophy and practice of continuous improvement by encouraging innovation and
creativity, undertaking on-going assessment and review of the team and
associated practice processes and standards.
About us
LAKESIDE HEALTHCARE is changing the face
of primary care provision in England. We are bold, adventurous and ambitious
and determined to thrive in uncertain times. We are the largest true
partnership in the NHS and operate from various sites across the East
Midlands. We serve the healthcare needs of over 170,000 patients across
Northamptonshire, Lincolnshire & Cambridgeshire. Joining our team
presents an opportunity to be part of a large organisation that is changing
the way primary care is delivered today.
About
the Practice/Department/Team
Lakeside Stamford is a large GP
practice with 30000 patients, working across 2 sites. We have a varied
clinical team consisting of GPs, NPs, Nurses, HCAs, who are all supported by
our Patient Services Reception and Administration staff.
We have been through a huge
recruitment drive and created exciting new roles to deliver a first-class
patient service and to make us a great place to work. At Lakeside Stamford we really do care for
every patient who comes through our practice.
Job description
Job responsibilities
JOB SUMMARY:
Supporting the overarching Lakeside Healthcare Group strategy, the Patient Services Manager is responsible for leading and managing an effective Patient Services function across Lakeside Healthcare Stamford.
Reporting to the Hub Manager and in conjunction with the Senior Management team the Patient Services Manager plays a crucial role in delivering day-to-day services, leading service improvement and development programmes across Lakeside Healthcare Stamford.
Acting as a role model, the Patient Services Manager will deliver strong leadership and operational performance standards developing and supporting the patient services team in all aspects.
As a professional and experienced senior manager the post holder will also:-
- Work productively with staff ensuring effective and efficient operations day to day.
- Motivate, develop, and empower staff, leading by example.
- Adopt a problem-solving approach to identify solutions to challenges within the service.
- Be visible and directive, ensuring consistent and timely decision-making.
- Motivate, develop and empower staff, leading by example and ensuring that local standards are delivered, monitored and reported within the Operational and Quality Governance framework, including CQC & Risk Management, and ensure that operational performance is consistent with the expectations of the Lakeside Healthcare Group.
- Be instrumental in assisting Lakeside Healthcare Stamford to achieve its service development plans, performance targets and organisational strategy including QOF and promoting the use of technology to interact with the practice
- In conjunction with the senior management team, ensure that there is an embedded philosophy and practice of continuous improvement by encouraging innovation and creativity, undertaking on-going assessment and review of the team and associated practice processes and standards.
- Lead the Patient Services team ensuring consistent and timely decision-making in relation to operations.
Job responsibilities
Patient services
- Responsible for the overall patient facing service and experience.
- Taking a patient orientated approach ensure each patient is efficiently and adequately signposted to the correct part of our or other services. Overseeing the correct allocation of patients to the appropriate clinics.
- Work collaboratively with the senior management team, support the hub with service development plans, performance targets and strategy ensuring the patient remains at the heart of what we do.
- Manage and monitor all related processes to ensure delivery and compliance inline expected LHG standards.
- Ensure adequate staffing for the patient services utilising all departments to minimise negative impacts on patient experience at peak times.
- Manage the complaints process, utilising management support to minimise response times.
- Support staff to resolve disputes between patients and the Practice.
- Ensure the practice is presented to LHG standard across all sites, promoting a positive and welcoming surgery at all times.
- Ensure the practice is accessible to all members of the patient community in line with The Equality Act and participate in Equality Impact Assessments
- Lead and participate in audit where appropriate
- Ensure Practice policies are understood, followed and adhered to and that accurate records are kept with particular reference to: appointments, messages, visits, post, and patient registration, repeat prescriptions, filing systems, births and deaths
- Ensure the Friends and Family test is sent to patients and reported on a weekly basis.
- Engage with PPG including organisation and attendance at monthly meetings
Staff Management and Communication
- In conjunction with the senior management team, ensure that there is an embedded philosophy and practice of continuous improvement by encouraging innovation and creativity; undertaking on-going assessment and review of the team and associated practice processes and standards.
- To act as a role model, demonstrating and promoting the standards expected by the practice. Motivate and inspire the reception team, creating the energy and enthusiasm for the service and promoting good staff relations
- Lead the patient services team, QOF team, and line reports ensuring an efficient and professional manner is maintained, ensure all systems are working cohesively and effectively together and following LHG protocols and policies
- Ensure all staff are managed in line with all LHG HR policies.
- Provide guidance and direction to staff, including setting performance standards and monitoring performance. Direct on the job training.
- Working with the Senior Management team, where necessary, ensure that the teams are staffed effectively.
- Monitor, manage, and report performance of the team.
- Oversee the agenda, minute taking and circulation of non-clinical meetings where appropriate
- Organise meetings, implement actions and lead as appropriate
- Assist in the production of information for clinical/non-clinical audits.
- Deputise in the absence of the HUB Manager
Human resources
- Support recruitment activities where delegated.
- Be first point of contact for HR matters for Patient Services team.
- Using the Rota Master platform, ensure personnel records are maintained and compliant.
- Implement mandatory and personal development training.
- Line Management of Admin Manager, Reception and PCN teams
Information Technology
- Be a practice expert in all aspects of the clinical system, System1, Rota Master and Radar and be able to train other users, both clinical and non-clinical, in the best use of the systems.
- Have a working knowledge of all software and hardware
- Ensure phone manager is functional across all sites
- Maintain In Touch patient information system
- Deal with IT problems where necessary
- Train staff in use of all systems.
Building
- Have a clear understanding of telephone systems, daytime and out of hours
- Understand security systems alarms and cameras
- Ensure lock up procedures on all sites are understood and adhered to
- Ensure fire Protocols are adhered to and all staff are aware of their duties
Information
- Ensure communication systems are running smoothly, doctors and reception staff are kept fully informed of changes in procedures
- Assist with production and upkeep of Practice Procedures and Protocols
- Manage paperwork systems including post, internal and external
- Act as a central source of information
External Relationships
- Ensure efficient internal and external communication, being the primary point of contact for the practice for all patient and management related responsibilities.
- Keep abreast of developments within the NHS and Primary Care legislation which might impact the Practice or individual partners/GPs and offering options for consideration
The above list of duties if not exhaustive and may be varied from time to time under the direction of the Hub manger and Hub NED, dependent on current and evolving practice workload and staffing levels.
Job description
Job responsibilities
JOB SUMMARY:
Supporting the overarching Lakeside Healthcare Group strategy, the Patient Services Manager is responsible for leading and managing an effective Patient Services function across Lakeside Healthcare Stamford.
Reporting to the Hub Manager and in conjunction with the Senior Management team the Patient Services Manager plays a crucial role in delivering day-to-day services, leading service improvement and development programmes across Lakeside Healthcare Stamford.
Acting as a role model, the Patient Services Manager will deliver strong leadership and operational performance standards developing and supporting the patient services team in all aspects.
As a professional and experienced senior manager the post holder will also:-
- Work productively with staff ensuring effective and efficient operations day to day.
- Motivate, develop, and empower staff, leading by example.
- Adopt a problem-solving approach to identify solutions to challenges within the service.
- Be visible and directive, ensuring consistent and timely decision-making.
- Motivate, develop and empower staff, leading by example and ensuring that local standards are delivered, monitored and reported within the Operational and Quality Governance framework, including CQC & Risk Management, and ensure that operational performance is consistent with the expectations of the Lakeside Healthcare Group.
- Be instrumental in assisting Lakeside Healthcare Stamford to achieve its service development plans, performance targets and organisational strategy including QOF and promoting the use of technology to interact with the practice
- In conjunction with the senior management team, ensure that there is an embedded philosophy and practice of continuous improvement by encouraging innovation and creativity, undertaking on-going assessment and review of the team and associated practice processes and standards.
- Lead the Patient Services team ensuring consistent and timely decision-making in relation to operations.
Job responsibilities
Patient services
- Responsible for the overall patient facing service and experience.
- Taking a patient orientated approach ensure each patient is efficiently and adequately signposted to the correct part of our or other services. Overseeing the correct allocation of patients to the appropriate clinics.
- Work collaboratively with the senior management team, support the hub with service development plans, performance targets and strategy ensuring the patient remains at the heart of what we do.
- Manage and monitor all related processes to ensure delivery and compliance inline expected LHG standards.
- Ensure adequate staffing for the patient services utilising all departments to minimise negative impacts on patient experience at peak times.
- Manage the complaints process, utilising management support to minimise response times.
- Support staff to resolve disputes between patients and the Practice.
- Ensure the practice is presented to LHG standard across all sites, promoting a positive and welcoming surgery at all times.
- Ensure the practice is accessible to all members of the patient community in line with The Equality Act and participate in Equality Impact Assessments
- Lead and participate in audit where appropriate
- Ensure Practice policies are understood, followed and adhered to and that accurate records are kept with particular reference to: appointments, messages, visits, post, and patient registration, repeat prescriptions, filing systems, births and deaths
- Ensure the Friends and Family test is sent to patients and reported on a weekly basis.
- Engage with PPG including organisation and attendance at monthly meetings
Staff Management and Communication
- In conjunction with the senior management team, ensure that there is an embedded philosophy and practice of continuous improvement by encouraging innovation and creativity; undertaking on-going assessment and review of the team and associated practice processes and standards.
- To act as a role model, demonstrating and promoting the standards expected by the practice. Motivate and inspire the reception team, creating the energy and enthusiasm for the service and promoting good staff relations
- Lead the patient services team, QOF team, and line reports ensuring an efficient and professional manner is maintained, ensure all systems are working cohesively and effectively together and following LHG protocols and policies
- Ensure all staff are managed in line with all LHG HR policies.
- Provide guidance and direction to staff, including setting performance standards and monitoring performance. Direct on the job training.
- Working with the Senior Management team, where necessary, ensure that the teams are staffed effectively.
- Monitor, manage, and report performance of the team.
- Oversee the agenda, minute taking and circulation of non-clinical meetings where appropriate
- Organise meetings, implement actions and lead as appropriate
- Assist in the production of information for clinical/non-clinical audits.
- Deputise in the absence of the HUB Manager
Human resources
- Support recruitment activities where delegated.
- Be first point of contact for HR matters for Patient Services team.
- Using the Rota Master platform, ensure personnel records are maintained and compliant.
- Implement mandatory and personal development training.
- Line Management of Admin Manager, Reception and PCN teams
Information Technology
- Be a practice expert in all aspects of the clinical system, System1, Rota Master and Radar and be able to train other users, both clinical and non-clinical, in the best use of the systems.
- Have a working knowledge of all software and hardware
- Ensure phone manager is functional across all sites
- Maintain In Touch patient information system
- Deal with IT problems where necessary
- Train staff in use of all systems.
Building
- Have a clear understanding of telephone systems, daytime and out of hours
- Understand security systems alarms and cameras
- Ensure lock up procedures on all sites are understood and adhered to
- Ensure fire Protocols are adhered to and all staff are aware of their duties
Information
- Ensure communication systems are running smoothly, doctors and reception staff are kept fully informed of changes in procedures
- Assist with production and upkeep of Practice Procedures and Protocols
- Manage paperwork systems including post, internal and external
- Act as a central source of information
External Relationships
- Ensure efficient internal and external communication, being the primary point of contact for the practice for all patient and management related responsibilities.
- Keep abreast of developments within the NHS and Primary Care legislation which might impact the Practice or individual partners/GPs and offering options for consideration
The above list of duties if not exhaustive and may be varied from time to time under the direction of the Hub manger and Hub NED, dependent on current and evolving practice workload and staffing levels.
Person Specification
Qualifications
Desirable
- Management- Customer Service qualification
- AMSPAR Qualification
Person Specification
Qualifications
Desirable
- Management- Customer Service qualification
- AMSPAR Qualification
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.
