Patient Services Manager

Ringmead Medical Practice

Information:

This job is now closed

Job overview

We are seeking a self-motivated, enthusiastic, flexible and proactive individual to join our busy and supportive practice in Berkshire to manage our Patient Services Team.

If you are forward-thinking, highly organised and capable, with previous management experience and have strong IT skills (MS office/learning new systems etc) you could be just the person we are looking for.

Strong customer service skills are also required with the ability to adapt these to a busy NHS setting. Previous experience of working in General Practice would be an advantage.

The hours of work would be 37.5 over five days. We are open 0800 - 1830 Monday to Friday and hours may vary in accordance with the needs of the practice.

Main duties of the job

Job Summary:

You will be a member of the Senior Management Team responsible for the efficient management and direction of the Patient Services (reception) team, ensuring all reception functions are carried out in accordance with agreed procedures, protocols and time-scales, reporting to the Practice Manager as necessary. Additionally, to support the Practice Manager or other specified staff with specific administrative, financial or quality related tasks.

Please see attached JD

About us

These are challenging times and you will be a key member of the Senior Management Team supporting the Practice Manager and Partners as we steer the practice through the next steps in primary care, whilst keeping our staff and patients safe

You will be responsible for the Patient Services (Reception) Team who work across the three sites in Bracknell and Crowthorne. You will act as a role model to the team; supporting, motivating and promoting good staff relations.

Please see attached JD

Job description

Job responsibilities

Duties and Responsibilities:

  • Lead and manage the Patient Services (reception) team whilst remaining a focused and functional member of the team
  • Undertake regular line management supervision, mid and end of year appraisal reviews with staff
  • Monitor staff performance against core competences and specific goals using KPIs
  • Provide support and additional training / mentoring services to staff who are under-performing / less confident in role
  • To assist with recruitment of new reception/admin staff as required.
  • Ensure adequate staffing levels, approving annual and other leave in line with agreed policy.
  • Produce reception staff monthly and BASE rota in a timely manner
  • If needed, provide hands on support to all reception staff and carry out any duties of a Patient Services Advisor
  • To act as a role model, demonstrating and promoting the standards expected by the practice and creating the energy and enthusiasm for the service.
  • Ensure all practice protocols and standard operating procedures are understood and adhered to.
  • Deal with more complex enquiries from patients
  • With support from the Practice Manager, act as Practice Non-Clinical Complaints Officer and support GP Partner Lead for Complaints with clinical complaints.
  • Continually assess and evaluate systems, recommending changes and improvements to the Practice Manager as appropriate.
  • Liaison with Phone provider to ensure calls are monitored, audited, set up reviewed and two way feedback/trouble shooting continues.
  • Attend and contribute to the regular team leader meetings with the Practice Manager and Partners.
  • Lead on customer service for the practice including updating website with patient notifications.
  • Act as First Point of Contact for clinical staff re workload issues, errors, documentation processing or other admin functions
  • Along with the reception supervisors, monitor and co-ordinate workload of the team, organising and distributing duties as required to maximise the efficiency of the team
  • To provide cover and assist with as-required reception rota changes and updates
  • Induction and training of all new staff within the Patient Services Team to agreed standards
  • In conjunction with the Practice Manager, Identify and deliver team training where required
  • Act as building fire marshall, ensuring evacuation lists are current and that the visitors log is used appropriately
  • Monitor and promote the use of the Friends and Family Test
  • Attend as practice representative when required to the regular Patient Participation Group Meetings
  • The role will require you to demonstrate leadership and management skills as at times you may be the only member of the Senior Management Team on site

Person Specification

Knowledge and skills

Essential

  • Computer literate (Microsoft Excel & Word skills required) and has ability to learn new software and admin proceduresE
  • Strong appreciation of customer service skills, Customer & solutions focusedE
  • Ability to act as a role model, demonstrating and promoting the standards expected by the practice and creating the energy and enthusiasm for the serviceD
  • Able to negotiateE
  • Awareness of diversity issues and able to work in a positive, non-discriminatory wayE

Qualifications

Essential

  • Education and trainingEducated to A level standard or equivalentE

Desirable

  • Formal qualification in business or software applications e.g. RSAD
  • European Computer driving licence or equivalentD

Experience

Essential

  • ExperienceExperience of working in a complex administrative office environment E
  • Experience of working as part of a teamE

Desirable

  • Experience of answering telephone calls in high volumeD
  • Working in public reception environmentD
  • Working in Primary Care D

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

Ringmead Medical Practice

Address

Birch Hill Medical Centre

Leppington

Bracknell

Berkshire

RG12 7WW


Employer's website

https://www.ringmeadmedicalpractice.org.uk/

Date posted

20 May 2021

Pay scheme

Other

Salary

£28,275 to £35,100 a year

Contract

Permanent

Working pattern

Full-time, Flexible working

Reference number

A3062-21-0728

Job locations

Birch Hill Medical Centre

Leppington

Bracknell

Berkshire

RG12 7WW


Great Hollands Square

Bracknell

Berkshire

RG12 8WY


54 Heath Hill Road South

Crowthorne

Berkshire

RG45 7BN


Leppington

Bracknell

Berkshire

RG12 7WW


Supporting documents

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Steph Thorns

steph.thorns@nhs.net

01344206080

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Email:

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Telephone:

0300 330 1013

Outside UK:

+44 300 330 1013

Opening times:

Monday to Friday: 8am to 6pm

Saturday: 9am to 3pm

Closed Bank Holidays including Easter Sunday, Christmas Day, Boxing Day and New Year's Day.