South Leicestershire Medical Group

Deputy Patient Services Manager

Information:

This job is now closed

Job summary

Permanent contract (3-month probationary period)

37.5 hours

Flexible between the hours of 8am-6.30pm

South Leicestershire Medical Group have an exciting opportunity within the Patient Services department. You will be at the heart of the medical group, speaking to patients on a daily basis and working alongside the Patient Services Manager.

You will be responsible for elements of the Patients Services team, working in a fast paced environment, you need to be resilient and a forward-thinking individual, that shares our values and passion for delivering and maintaining the high standards required to provide services for our patients.

Main duties of the job

The post holder will act along side the Patient Services Manager overseeing the reception services within the medical group, ensuring staff achieve their primary responsibilities and deliver day to day services to our patients.

- Line managing all reception staff, supporting staff development, providing guidance and direction, ensuring staff are up to date with training in the absence of the Patient Services Manager.

- Helping with rotas.

- Act as a focal point for communications, 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 period of leave and other staff absences.

- Provide initial guidance and advice to patients who wish to complain.

About us

South Leicestershire Medical Group is a dynamic, progressive and supportive place to work and are proud of our clinical care and innovation. We currently have a diverse clinical team supported by a progressive administrative structure, caring for a total of 25,000 patients over 6 sites in South Leicestershire, covering Market Harborough, Fleckney and Great Glen.

Details

Date posted

15 February 2024

Pay scheme

Other

Salary

Depending on experience

Contract

Permanent

Working pattern

Full-time

Reference number

A3364-24-0005

Job locations

Kibworth Medical Centre

Smeeton Road

Kibworth Beauchamp

Leicester

LE8 0LG


Job description

Job responsibilities

The Deputy Patient Services Manager will be expected to develop, organise and manage the day-to-day delivery of services to our patients. You will work in collaboration with the Patient Services Manager in managing the Team of Patient Services Advisors and ensuring their development.

You will be responsible for: -

The smooth running of the reception/front of house function and staff; improving systems and processes and leading the team to improve access and the patient experience.

Assisting with the management of the Patient Services Team rotas.

Ensuring all systems are patient focused and staff understand the customer service aspect of service delivery.

Day to day support to Patients Services Advisors when managing difficult patient interactions.

Manage the transformation of the Patients Services Advisor role to become skilled Care Navigators meeting a high standard of customer service standards.

Excellent leadership and support to the Patient Services and Practice Teams are crucial!

Job description

Job responsibilities

The Deputy Patient Services Manager will be expected to develop, organise and manage the day-to-day delivery of services to our patients. You will work in collaboration with the Patient Services Manager in managing the Team of Patient Services Advisors and ensuring their development.

You will be responsible for: -

The smooth running of the reception/front of house function and staff; improving systems and processes and leading the team to improve access and the patient experience.

Assisting with the management of the Patient Services Team rotas.

Ensuring all systems are patient focused and staff understand the customer service aspect of service delivery.

Day to day support to Patients Services Advisors when managing difficult patient interactions.

Manage the transformation of the Patients Services Advisor role to become skilled Care Navigators meeting a high standard of customer service standards.

Excellent leadership and support to the Patient Services and Practice Teams are crucial!

Person Specification

Experience

Essential

  • - Experience of working with the general public
  • - Experience of administrative duties
  • - Experience of working in a health care setting.
  • - Experience of leading / managing a team.
  • - Experience of having difficult conversations and dealing with complaints.

Desirable

  • - Leadership and management qualification
  • - SystmOne experience
Person Specification

Experience

Essential

  • - Experience of working with the general public
  • - Experience of administrative duties
  • - Experience of working in a health care setting.
  • - Experience of leading / managing a team.
  • - Experience of having difficult conversations and dealing with complaints.

Desirable

  • - Leadership and management qualification
  • - SystmOne experience

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

South Leicestershire Medical Group

Address

Kibworth Medical Centre

Smeeton Road

Kibworth Beauchamp

Leicester

LE8 0LG


Employer's website

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

Employer details

Employer name

South Leicestershire Medical Group

Address

Kibworth Medical Centre

Smeeton Road

Kibworth Beauchamp

Leicester

LE8 0LG


Employer's website

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

Employer contact details

For questions about the job, contact:

HR Lead

Sam Marlow

sam.marlow@nhs.net

Details

Date posted

15 February 2024

Pay scheme

Other

Salary

Depending on experience

Contract

Permanent

Working pattern

Full-time

Reference number

A3364-24-0005

Job locations

Kibworth Medical Centre

Smeeton Road

Kibworth Beauchamp

Leicester

LE8 0LG


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