Job summary
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
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
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
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
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
Person Specification
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
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
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
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.
