Job summary
Alyn Family Doctors is looking
for a new supervisor/team leader for its Patient Advisor and Administration team.
Following the retirement of a long-serving member of staff, we are looking for
someone to join our group of leaders.
Hours are available for up to 36 hours per week, but we welcome applications from people who would like to work flexibly and on fewer hours.
Our Patient Advisor and Administration team is the backbone of the
practice and keeps everything running smoothly. Its a large and friendly team,
ensuring that patients journeys through our services are smooth and efficient.
It will be pressured at times, but also very rewarding.
The supervisors/team leaders are key
in ensuring that the team works efficiently and effectively. You will be
joining in the work of the team, but also responsible for the teams organisation,
HR and additional duties. There are three other members of the leadership team
in post presently, who undertake additional duties such as rota co-ordination,
line management support, patient engagement work, social media, invoicing and
more specialist tasks such as managing recall schedules for chronic diseases.
For this post, we are particularly interested in candidates with line management
and training experience for teams.
Main duties of the job
The Patient Advisor team creates
a positive, friendly and caring patient experience, responsible for both the
traditional reception role of welcoming and signposting patients to appropriate
healthcare professionals and administering the busy back-office work of
prescriptions, scanning and coding the correspondence, and providing task-based
support to the clinicians and management.
This is a fast-paced role in a
busy and demanding environment. We need our staff to be flexible, resilient,
well organised, and able to problem-solve and multi-task whilst maintaining a
friendly and approachable manner. It will be your job to ensure the members of the team act accordingly.
As a supervisor/team leader, you
will be the first point of call for the Patient Advisors and to receive enquiries
from patients and members of the public. You will be a key member of the team
which co-ordinates the rotas, arranges cover as appropriate, trains new members
of the team, and performs line management duties including appraisals and additional higher
administrative tasks.
An important part of the role is
acting as a bridge between the team and higher management. You will be
consulted on changes to procedures in the practice that may be required for new
IT or new ways of working and your expertise and advice will be highly respected.
You will be expected to introduce changes to the team and ensure that all
members are appropriately trained.
About us
We are a long-established group of family doctors working in
partnership in the villages of Llay and Rossett. The practice has approximately
12,700 patients on its list, served by a team of 7 GP partners and 1
non-clinical partner and a team of associated healthcare professionals.
The administration team is the engine room of the practice
and keeps everything running smoothly. There are fourteen members of the team,
working a variety of shift patterns. We pride ourselves on maintaining a
friendly work environment. Its very busy, and can be pressured, but theres
always tea and biscuits on hand and often cake! Staff run a book swap club and
regular staff socials and events. We think its genuinely a nice place to work
where you will feel supported and respected.
The environment is very busy, and we expect staff to work
hard, but theres a real sense of shared ownership and teamwork. You will be
part of the huge bureaucratic machine that is the NHS, which can be
frustrating, but immensely rewarding when you can help navigate a patient
through it.
Job description
Job responsibilities
Job Summary & Purpose
This is a fast-paced role in a busy and demanding environment. We need our staff to be resilient, well-organised, able to problem solve and multi-task in a self-motivated manner, whilst maintaining a friendly and approachable demeanour.
Our Patient Services Team works across our surgeries to:
1. Create a positive, friendly and caring patient experience;
2. Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a personable, efficient and effective manner;
3. Undertake a variety of administrative duties to assist in the smooth running of the Practice, including the provision of clerical support to all members of the clinical and non-clinical team;
4. Facilitate effective communication between patients, team members and other healthcare agencies;
5. Maintain a thorough knowledge of Practice procedures and processes;
6. Ensure GDPR requirements are followed; and,
7. Ensure accuracy when recording details onto patient records.
A flexible approach to the needs of the service we are providing is required.
Main duties and responsibilities of the Supervisors/Team Leaders:
- Line management of the Patient Advisor team
- Rota co-ordination for the team
- Training new members of the team and promulgating new procedures and protocols as they arise
- Consulting on proposed changes to the practice
- Processing requests for appointments, visits and consultations clearly, politely and efficiently
- Signposting patients to appropriate healthcare professionals and services
- Dealing with all telephone and email queries from patients and acting as liaison with doctors and other staff as necessary
- Allocate appointments sensibly, using initiative where appropriate
- Registering new patients and explaining practice procedures
- Processing repeat prescription requests
- Updating the patient record system using agreed codes
- Ensuring the reception area and waiting areas are tidy and clean during surgery hours
- Scanning and filing of correspondence into patients records
- Dealing with incoming emails, letters and electronic triage requests
- Tasks from GPs and senior management
Job description
Job responsibilities
Job Summary & Purpose
This is a fast-paced role in a busy and demanding environment. We need our staff to be resilient, well-organised, able to problem solve and multi-task in a self-motivated manner, whilst maintaining a friendly and approachable demeanour.
Our Patient Services Team works across our surgeries to:
1. Create a positive, friendly and caring patient experience;
2. Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a personable, efficient and effective manner;
3. Undertake a variety of administrative duties to assist in the smooth running of the Practice, including the provision of clerical support to all members of the clinical and non-clinical team;
4. Facilitate effective communication between patients, team members and other healthcare agencies;
5. Maintain a thorough knowledge of Practice procedures and processes;
6. Ensure GDPR requirements are followed; and,
7. Ensure accuracy when recording details onto patient records.
A flexible approach to the needs of the service we are providing is required.
Main duties and responsibilities of the Supervisors/Team Leaders:
- Line management of the Patient Advisor team
- Rota co-ordination for the team
- Training new members of the team and promulgating new procedures and protocols as they arise
- Consulting on proposed changes to the practice
- Processing requests for appointments, visits and consultations clearly, politely and efficiently
- Signposting patients to appropriate healthcare professionals and services
- Dealing with all telephone and email queries from patients and acting as liaison with doctors and other staff as necessary
- Allocate appointments sensibly, using initiative where appropriate
- Registering new patients and explaining practice procedures
- Processing repeat prescription requests
- Updating the patient record system using agreed codes
- Ensuring the reception area and waiting areas are tidy and clean during surgery hours
- Scanning and filing of correspondence into patients records
- Dealing with incoming emails, letters and electronic triage requests
- Tasks from GPs and senior management
Person Specification
Skills
Desirable
Qualifications
Essential
- Good standard of written English, e.g. GCSE English at grade C or equivalent
Desirable
- ECDL or equivalent training/experience in using basic Microsoft Office applications
Experience
Essential
- Excellent communication and interpersonal skills
- Proven experience in managing a team
- Experience of providing excellent customer service
- Thorough and able to maintain a high standard of accuracy and quality
- Calm under pressure
- A flexible approach to the needs of the service
Desirable
- Experience dealing with people in distress
- Experience of working in primary care
- Experience of EMIS clinical system
Person Specification
Skills
Desirable
Qualifications
Essential
- Good standard of written English, e.g. GCSE English at grade C or equivalent
Desirable
- ECDL or equivalent training/experience in using basic Microsoft Office applications
Experience
Essential
- Excellent communication and interpersonal skills
- Proven experience in managing a team
- Experience of providing excellent customer service
- Thorough and able to maintain a high standard of accuracy and quality
- Calm under pressure
- A flexible approach to the needs of the service
Desirable
- Experience dealing with people in distress
- Experience of working in primary care
- Experience of EMIS clinical system
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.
