Patient Services Manager

Job description

Job responsibilities

Supporting the overarching Lakeside Healthcare strategy, the Patient Services Manager is responsible for leading and managing an effective Patient Services function at our New Queen Street and Stanground surgeries.

Reporting to the Practice Manager the Patient Services Manager plays a crucial role in delivering day-to-day services, leading service improvement and development programmes across the site.

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.

Be instrumental in assisting New Queen Street Surgery to achieve its service development plans, performance targets and organisational strategy including QOF and promoting the use of technology to interact with the practice.

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 practice 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 in line with expected LH standards.

Ensure adequate staffing for the patient services using 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 LH 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 LH protocols and policies.

Ensure all staff are managed in line with all LH 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 Practice Manager.

Human Resources

Support recruitment activities where delegated.

Be the first point of contact for HR matters for the 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 Practice manger and NED, dependent on current and evolving practice workload and staffing levels.

Person Specification

Qualifications

Essential

• Degree level education or similar experience

Desirable

• Management- Customer Service qualification
• AMSPAR Qualification
• Minimum of 5 GCSEs including English and Maths at Grade C or above or equivalent

Experience

Essential

• Proven Customer Service Skills
• Experience of working within NHS or similar fast paced environment
• Experience in managing a large team including training and
• development of team members
• Experience of handling confidential information and data
• A minimum of three years experience in a customer facing environment
• Experience in dealing with HR issues within your team

Desirable

• Using System One (Clinical database)
• Experience of working within Primary Care for a minimum of three years

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

Lakeside Healthcare Group

Address

The New Queen Street Surgery

Syers Lane

Whittlesey

Peterborough

PE7 1AT

Employer's website

https://www.lakesidehealthcaregroup.co.uk (Opens in a new tab)