Patient Services Supervisor

Job description

Job responsibilities

Southernhay House Surgery

Job Description

Job Summary

To ensure daily Patient Services tasks are completed and delegated effectively with help of the PSM.

Deputise for the PSM in her absence and with the support of other members of the management team as required

To provide thorough training to all Patient Services Advisors undertaking new specialities.

To develop and update practice protocols/policies relevant to the functions of the Patient Services Team to ensure they are current in both the Protocol Folder and an electronic copy.

To ensure all external bulletins are dealt with by circulating important information to fellow staff members ensuring they are up to date with most recent guidelines

To demonstrate a confident approach to resolving issues within the role.

To Support the PSM in maintaining the clinical appointments system

To liaise with the PSM to ensure tasks are completed within the allotted timeframe.

To provide a source of contact for patients and act as a main point of communication between patients, doctors and other medical staff.

To provide support and services to all members of the Practice team across two sites.

To ensure the smooth & efficient flow of work in the office.

Main Duties and Responsibilities

To utilise, maintain and manage the e-Referral system in line with national and local protocols.

To co-ordinate & undertake the teams functions in accordance with practice protocols.

Book patient appointments with GPs or other Health Professionals using the practice appointments system and in accordance with practice guidelines.

Explain practice arrangements to new patients who register with the practice both on a permanent or temporary basis.

Respond to all queries and requests for assistance from patients and other visitors.

Enter requests for home visits onto Visit screen, detailing all relevant information and inform the Duty Doctor where necessary.

Accept and action messages for Clinicians, using the Clinical System as appropriate.

Advise patients of appropriate charges for private services, accept payment and issue receipts.

Issue Repeat Prescriptions.

To receive incoming and initiate outgoing telephone calls and emails in order to facilitate timely and appropriate communications with others, taking messages and dealing with enquiries.

Ensure accurate data is recorded on the patients computer records and that paper notes are kept in chronological order as per protocol.

Assisting with audit in line with the GP contract.

Make thorough use of the Clinical System and other IT as appropriate.

Maintain stock levels in consulting rooms.

Open, distribute and dispatch mail.

Open and secure premise.

To cover for members of the Patient Services Team during periods of sickness and annual leave.

Deal with incoming and outgoing patient medical records in a timely manner, contacting the relevant organisations for urgent or missing items.

To oversee efficient audio, copy typing and word processing service for GPs, Practice Manager and Health Professionals as required. This includes the typing of letters, reports, patient referrals, minutes, memorandums etc. in an accurate and timely manner.

Fully utilise the e-Referral system in accordance with national and local procedures, providing patients with information as appropriate and liaising with Health Professionals as required.

To ensure the following administrative functions are achieved within set timescales and in line with national and local guidelines:

o Medical Insurance/Local Authority/Medical Reports

o Maximise GP Contract outcomes including QOF & Enhanced Services using online tools and support e.g. Insight Solutions.

o Cytology

o Postnatal & baby checks

o Immunisations

o Drug Monitoring

o Recalls

o Run monthly searches as required for all chronic disease areas

o Assisting with audit in line with the GP contract

o Miscellaneous searches as and when required

o Maintain Carers Register

o Deal with incoming/outgoing patient records

o GP Links

o Registrations

o Scanning

o Coding

To assist with the gathering of statistics and information when required including completion of excel spread sheets.

To attend meetings and take minutes as required.

Make thorough use of the Clinical System and other IT software as appropriate.

Open and secure premises as required.

Confidentiality

In the performance of the duties outlined in this Job Description, the post-holder may have access to confidential information relating to patients and their carers, practice staff and other healthcare workers. They may also have access to information relating to the practice as a business organisation. All such information from any source is to be regarded as strictly confidential

Information relating to patients, carers, colleagues, other healthcare workers or the business of the practice may only be divulged to authorised persons in accordance with the practice policies and procedures relating to confidentiality and the protection of personal and sensitive data.

Health & Safety

The post-holder will assist in promoting and maintaining their own and others health, safety and security as defined in the practice Health & Safety Policy, to include:

o Using personal security systems within the workplace according to practice guidelines

o Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks

o Making effective use of training to update knowledge and skills

o Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazard

o To be aware of fire regulations and procedures, and to attend fire lectures annually

o Reporting potential risks identified.

Equality and Diversity

The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:

o Acting in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with practice procedures and policies, and current legislation

o Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues

o Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.

Personal/Professional Development

The post-holder will participate in any training programme implemented by the practice as part of this employment, such training to include:

o Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development

o Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work.

Quality

The post-holder will strive to maintain quality within the practice, and will:

o Alert other team members to issues of quality and risk

o Assess own performance and take accountability for own actions, either directly or under supervision

o Work effectively with individuals in other agencies to meet patients needs

o Effectively manage own time, workload and resources.

Communication

The post-holder should recognise the importance of effective communication within the team and will strive to:

o Communicate effectively with patients, carers and other team members

o To attend practice meetings as required

o Recognise peoples needs for alternative methods of communication and respond accordingly.

This job description will be subject to review in the light of changing circumstances and may include other duties and responsibilities as determined by the partners and practice manager in consultation with the job holder

Person Specification

Qualifications

Essential

• English & Maths GCSE or Equivalent

Experience

Essential

• Previous experience in a customer-facing role.
• Previous experience in a role where many tasks require accurate completion in a short space of time.
• Previous experience of supervising a small team

Desirable

• Knowledge of Primary Care & the role of GPs.
• Medical Terminology

Skills & Qualities

Essential

• Competent use of IT
• Competent use of Word & Excel & common software & hardware issues
• Organisation
• Ability to communicate at all levels
• Prioritisation
• Achieving deadlines
• Attention to detail
• Able to work autonomously
• An ability to use own judgement, resourcefulness, common sense
• Enthusiasm with energy & drive
• Honest, caring, sympathetic & fair
• Good sense of humour
• Flexibility
• Team Player
• Understanding of the need for confidentiality
• Positive & cheerful disposition
• Adaptability to working environment
• Confident, calm & polite under pressure
• Inquisitive
• Problem Solver

Desirable

• Intermediate to advanced knowledge of other aspects of Microsoft Office

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

Southernhay House Surgery

Address

30 Barnfield Road

Exeter

EX1 1RX

Employer's website

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