Job summary
An exciting opportunity has arisen for an accomplished, experienced, and highly motivated manager, with a passion for patients to join our team.
The successful candidate will demonstrate and deliver strong leadership and operational performance standards developing and supporting the patient services team in all aspects. The post holder will play a crucial role in delivering day-to-day services, leading service improvement and development programmes across the surgery.
Candidates must be conscientious, pragmatic, and eloquent, with the passion, integrity and initiative to motivate, develop and empower staff and drive top quality services for our patients.
Essential Criteria
- Proven customer service experience a Healthcare Setting
- Significant and demonstrable experience in a staff management position
- Excellent interpersonal, verbal and written communication skills
- solutions-focussed approach
- Able to work as part of a team, to promote a good team spirit and to be sensitive and assertive as appropriate.
Main duties of the job
- Working as part of the Senior Leadership Team, the Patient Services Manager is responsible for the overall patient facing service and experience, ensuring a patient orientated approach is taken in all decision making and service delivery.
- 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 site and Lakeside Healthcare.
- Be instrumental in assisting the 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.
About us
Lakeside Healthcare is a new type of NHS General Practice which builds upon and celebrates all that is great about traditional primary care services by investing in people, facilities and equipment, to provide services which are more accessible, more convenient and more diverse within the local community.
About the Practice
New Queen Street and Stanground Surgeries are located in Peterborough, Cambridgeshire. This is a modern, forward thinking and cohesive eight Partner GP practice, offering compassionate personalised care and patient services to a list size of c.190000. Supporting the partners is a multi-disciplinary clinical team of nursing and associated health care providers and a large patient services team delivering reception, administration and care coordination roles.
There is a strong team ethos within the practice, which is described as nonhierarchical, supportive, friendly, approachable and caring. It is very important to the partners that this is maintained and developed. The practice believes in investing in development and training for its workforce and encourages professional growth.
Being part of Lakeside Healthcare means that as Patient Services Manager you have the support of in-house specialist skills from our People, Finance, Communications and Executive teams as well as an inbuilt peer support network Patient Services Managers across our organisation.
Working with us will enable you to have a voice in how we deliver primary care services.
Job description
Job responsibilities
JOB SUMMARY:
Supporting the overarching Lakeside Healthcare strategy, the Patient Services Manager is responsible for leading and managing an effective Patient Services function across New Queen Street and Stanground Surgery.
Reporting to the Practice 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 New Queen Street and Stanground.
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.
- 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 site and Lakeside Healthcare.
- Be instrumental in assisting the 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 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 in line with expected LH 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 LH standard across all sites, always promoting a positive and welcoming surgery.
- 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 Reception Team Lead, Admin Lead, Management Support.
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 systems are functional across all sites.
- Maintain patient information systems.
- 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 Manager and NED, dependent on current and evolving practice workload and staffing levels.
Job description
Job responsibilities
JOB SUMMARY:
Supporting the overarching Lakeside Healthcare strategy, the Patient Services Manager is responsible for leading and managing an effective Patient Services function across New Queen Street and Stanground Surgery.
Reporting to the Practice 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 New Queen Street and Stanground.
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.
- 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 site and Lakeside Healthcare.
- Be instrumental in assisting the 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 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 in line with expected LH 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 LH standard across all sites, always promoting a positive and welcoming surgery.
- 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 Reception Team Lead, Admin Lead, Management Support.
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 systems are functional across all sites.
- Maintain patient information systems.
- 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 Manager and NED, dependent on current and evolving practice workload and staffing levels.
Person Specification
Qualifications
Essential
- A-Level (A-C) or equivalent qualifications
- Degree level education or similar experience
Desirable
- Management- Customer Service qualification
- AMSPAR Qualification
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 in dealing with HR issues within your team.
- Experience of handling confidential information and data
- A minimum of three years experience in a customer facing environment
Desirable
- Using Systm One (Clinical database)
- Experience of working within Primary Care for a minimum of three years
- Complaints management and handling.
- Demand / capacity / utilisation experience.
- Rota management
Person Specification
Qualifications
Essential
- A-Level (A-C) or equivalent qualifications
- Degree level education or similar experience
Desirable
- Management- Customer Service qualification
- AMSPAR Qualification
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 in dealing with HR issues within your team.
- Experience of handling confidential information and data
- A minimum of three years experience in a customer facing environment
Desirable
- Using Systm One (Clinical database)
- Experience of working within Primary Care for a minimum of three years
- Complaints management and handling.
- Demand / capacity / utilisation experience.
- Rota management
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.
