Job summary
The
Manor Practice is seeking an experienced, enthusiastic, and well-motivated
Patient Services Manager to join our friendly team.
Main duties of the job
As Patient Services Manager, you will responsible for the
day-to-day supervision of reception and associated functions within a general
practice setting. You will be responsible for ensuring tasks are carried out in accordance with agreed
procedures, protocols and time-scales, reporting to the Practice Manager as
necessary.
You will be instrumental in assisting the management team with staffing rotas, desk allocation, telephone and appointment utilization data and the HR requirements of the reception team.
You will be asked to input ideas on how to improve the services delivered, using both feedback from patients and your own experience.
You will assist the Practice in selecting and implementing an online consultation service.
You will be the main point of contact for complaints, escalating to the Practice Manager where necessary.
You will lead an annual patient survey
You will arrange meetings and liaise with the PPG.
About us
The Manor Practice is a busy training GP Surgery with 5 GP
Partners and 5 salaried GP's, overseeing the GMS services to 17,500 patients
within Sutton Coldfield
We are based at 2 sites, Ashfurlong Medical Practice and James Preston Health Centre.
The practice likes to promote a family feel amongst the staff, where all views are welcome and all voices are heard.
Staff are supported to perform their roles to the best of their abilities, with additional coaching provided as needed.
The atmosphere is very friendly and any applicant would be expected to promote open and honest conversation through the staff.
Job description
Job responsibilities
- Overseeing the reception services of the
practice at both sites, ensuring staff achieve their primary
responsibilities
- Line managing all reception staff, supporting
staff development, providing guidance and direction, ensuring staff are up
to date with mandatory training
- Ensuring all tasks and prescription requests
are completed on a daily basis
- Completing staff appraisals for all reception staff
- Identify and deliver team training where
required
- Compiling reception staff rotas, in collaboration with the reception lead
- Undertake return to work interviews with
reception staff and monitor sickness absence
- Reviewing and updating reception
procedures as required to ensure unified working at both sites
- Support the management team in the compilation
of practice reports and the practice development plan
- Develop, implement and embed efficient
reception processes and procedures to adhere to extant legislation
- Maintain an effective appointment system for
all services
- Act as a focal point for communication,
advising reception and administrative staff on methods of communication
and best practice
- Coordinate the provision of temporary
reception staff ensuring sufficient cover is provided for periods of leave
and other staff absences
- Assist with appropriate recruitment
- Manage all verbal and written complaints in line with the practice policy, escalating to the Practice Manager as necessary
- Coordinate and produce reception meeting agendas and record the minutes of
meetings as required
- Support the Practice Manager in the maintenance of the practice
website and social media accounts
- Monitor and promote the use of the Friends and Family Test by patients
- Champion continuous improvement, encouraging staff to participate
and make suggestions for initiatives
- Schedule and take minutes for the Patient Participation Group
Meetings when needed
- Assist in the organization of weekend clinics
- Lead the team in assisting patient recalls, if patients need to be contacted by phone
- Manage and support staff throughout the implementation of new systems and processes
Job description
Job responsibilities
- Overseeing the reception services of the
practice at both sites, ensuring staff achieve their primary
responsibilities
- Line managing all reception staff, supporting
staff development, providing guidance and direction, ensuring staff are up
to date with mandatory training
- Ensuring all tasks and prescription requests
are completed on a daily basis
- Completing staff appraisals for all reception staff
- Identify and deliver team training where
required
- Compiling reception staff rotas, in collaboration with the reception lead
- Undertake return to work interviews with
reception staff and monitor sickness absence
- Reviewing and updating reception
procedures as required to ensure unified working at both sites
- Support the management team in the compilation
of practice reports and the practice development plan
- Develop, implement and embed efficient
reception processes and procedures to adhere to extant legislation
- Maintain an effective appointment system for
all services
- Act as a focal point for communication,
advising reception and administrative staff on methods of communication
and best practice
- Coordinate the provision of temporary
reception staff ensuring sufficient cover is provided for periods of leave
and other staff absences
- Assist with appropriate recruitment
- Manage all verbal and written complaints in line with the practice policy, escalating to the Practice Manager as necessary
- Coordinate and produce reception meeting agendas and record the minutes of
meetings as required
- Support the Practice Manager in the maintenance of the practice
website and social media accounts
- Monitor and promote the use of the Friends and Family Test by patients
- Champion continuous improvement, encouraging staff to participate
and make suggestions for initiatives
- Schedule and take minutes for the Patient Participation Group
Meetings when needed
- Assist in the organization of weekend clinics
- Lead the team in assisting patient recalls, if patients need to be contacted by phone
- Manage and support staff throughout the implementation of new systems and processes
Person Specification
Qualifications
Essential
- GCSE C or above in English and Maths (or equivilant)
Experience
Essential
- Experience of leading / managing a team
- Ability to work under pressure
- Excellent communication skills (written and oral)
- Strong IT skills (generic)
- Clear, polite telephone manner
- EMIS user skills
- Effective time management (Planning & Organising)
- Ability to work as a team member and autonomously
- Good interpersonal skills
- Ability to follow policy and procedure
- Flexible and cooperative
Desirable
- Experience of working in general practice
- Experience of reception duties
- Experience of dealing with complaints
- Competent in the use of Office and Outlook
- Problem solving & analytical skills
- Motivated
- Initiative and judgement (knowing when to ask for help)
- Forward thinker
- High levels of integrity and loyalty
- Sensitive and empathetic in distressing situations
- Flexibility to work outside of core office hours
- Disclosure Barring Service (DBS) check
- Maintains confidentiality at all times for both patients and staff
Person Specification
Qualifications
Essential
- GCSE C or above in English and Maths (or equivilant)
Experience
Essential
- Experience of leading / managing a team
- Ability to work under pressure
- Excellent communication skills (written and oral)
- Strong IT skills (generic)
- Clear, polite telephone manner
- EMIS user skills
- Effective time management (Planning & Organising)
- Ability to work as a team member and autonomously
- Good interpersonal skills
- Ability to follow policy and procedure
- Flexible and cooperative
Desirable
- Experience of working in general practice
- Experience of reception duties
- Experience of dealing with complaints
- Competent in the use of Office and Outlook
- Problem solving & analytical skills
- Motivated
- Initiative and judgement (knowing when to ask for help)
- Forward thinker
- High levels of integrity and loyalty
- Sensitive and empathetic in distressing situations
- Flexibility to work outside of core office hours
- Disclosure Barring Service (DBS) check
- Maintains confidentiality at all times for both patients and staff
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
