Patient Services Manager
Sloan Medical Centre
The closing date is 27 May 2024
Job summary
With a modern, purpose built premises and a growing list size of 14,100, our team includes 4 Partners and 6 Salaried GP's. We are a Training Practice for GP Registrars and Medical Students.
As members of a PCN we work collaboratively across our Network area. PCN roles include Pharmacists, Pharmacy Technician, Physiotherapists, Mental Health team and a Social Prescribers.
We offer a supportive work environment and are a very friendly team
Main duties of the job
Patient Services Manager (Reception Manager)
Assist in the supervision of the Patient Services team and reception waiting areas to ensure the smooth running of the medical centre. Give appropriate administrative support to the receptionist team, primary care team and guidance and support to patients in the use of our services.
To project a positive, friendly and enjoyable environment for patients and work colleagues
About us
We are looking to recruit a Patient Services Manager to take responsibility for our well established, busy team. This is an exciting opportunity for an ambitious person to join our friendly, progressive team based in a dynamic Medical Centre in Sheffield.
Job description
Job responsibilities
Reception Duties
- Maintaining and monitoring the practice appointments system
- Processing telephone requests for appointments, visits and telephone consultations and ensuring callers are directed to the appropriate healthcare professional
- Processing and distributing incoming and outgoing mail
- Taking messages and passing on information
- Filing and retrieving notes / paperwork
- Processing repeat prescriptions and pathology links in accordance with practice guidelines
- Computer data entry/data allocation and collation; processing and recording information in accordance with practice procedures
- Initiating contact with and responding to requests from patients, other team member and associated healthcare agencies and providers
- Providing clerical assistance to practice staff as required from time to time, including word/data processing, filing, photocopying, faxing and scannin
- Ensure that all office equipment is maintained in good repair including checking that equipment is stocked with paper and toners and replacing when required: reporting all faults and required repairs to the Practice Assistant Manager via fault reporting process
- Dealing with clinical and shredding waste
- Provision of refreshments for staff and visitors as required
- Arranging transport for patients where appropriate
Supervisory Duties (2 days each week)
- Manage the receptionist rota ensuring appropriate levels of cover are provided at all times.
- Ensure all employees are rotated equally to allow variety in their jobs
- Ordering, re-ordering and monitoring of stationery and NHS supplies when required
- Attend weekly management meetings
- Ensure leaflets and noticeboards are tidy, organised and up to date in both waiting rooms
- Manage the stationery cupboard and its stocking levels
- Assist in the updating of reception protocols and procedures
- Ensure the reception and front desk area are clean, tidy and organised at all times.
- Assist with receptionists annual appraisals
- Supervise all staff to ensure best practice and that all receptionists are following guidelines and procedures.
- Assist in the provision of induction training and ongoing review
- Ensure Practice policies are followed and accurate records are kept with particular reference to appointments, messages, visits, post, patient registration, repeat prescriptions, filing systems, births and deaths
- Liaise with other members of the primary health care team, outside agencies and Practice volunteers as required
- Ensure General Data Protection Regulation (GDPR) are maintained
- Regularly review the standard of work of the reception team both collectively and individually and discuss any problems/changes with the team
- Ensure reception overtime sheets are completed at the appropriate times and are accurate
- Monitor some areas of QOF and IIF
Patient services
- Deal with complaints on front desk in accordance with practice complaints procedure.
- Assist in the maintenance of computerised appointment systems for all services
- Ensure systems for data management are adequate on a daily basis
Information technology
- Have full understanding of appointment system
- Have a working knowledge of all necessary software and hardware
- Deal with IT problems in the first instance in reception
- Train staff in the use of any new systems
Building
- Have a clear understanding of telephone systems, daytime and out of hours
- Deal with maintenance issues as require
- Understand security systems Intruder & Fire alarms & CCTV cameras
Job description
Job responsibilities
Reception Duties
- Maintaining and monitoring the practice appointments system
- Processing telephone requests for appointments, visits and telephone consultations and ensuring callers are directed to the appropriate healthcare professional
- Processing and distributing incoming and outgoing mail
- Taking messages and passing on information
- Filing and retrieving notes / paperwork
- Processing repeat prescriptions and pathology links in accordance with practice guidelines
- Computer data entry/data allocation and collation; processing and recording information in accordance with practice procedures
- Initiating contact with and responding to requests from patients, other team member and associated healthcare agencies and providers
- Providing clerical assistance to practice staff as required from time to time, including word/data processing, filing, photocopying, faxing and scannin
- Ensure that all office equipment is maintained in good repair including checking that equipment is stocked with paper and toners and replacing when required: reporting all faults and required repairs to the Practice Assistant Manager via fault reporting process
- Dealing with clinical and shredding waste
- Provision of refreshments for staff and visitors as required
- Arranging transport for patients where appropriate
Supervisory Duties (2 days each week)
- Manage the receptionist rota ensuring appropriate levels of cover are provided at all times.
- Ensure all employees are rotated equally to allow variety in their jobs
- Ordering, re-ordering and monitoring of stationery and NHS supplies when required
- Attend weekly management meetings
- Ensure leaflets and noticeboards are tidy, organised and up to date in both waiting rooms
- Manage the stationery cupboard and its stocking levels
- Assist in the updating of reception protocols and procedures
- Ensure the reception and front desk area are clean, tidy and organised at all times.
- Assist with receptionists annual appraisals
- Supervise all staff to ensure best practice and that all receptionists are following guidelines and procedures.
- Assist in the provision of induction training and ongoing review
- Ensure Practice policies are followed and accurate records are kept with particular reference to appointments, messages, visits, post, patient registration, repeat prescriptions, filing systems, births and deaths
- Liaise with other members of the primary health care team, outside agencies and Practice volunteers as required
- Ensure General Data Protection Regulation (GDPR) are maintained
- Regularly review the standard of work of the reception team both collectively and individually and discuss any problems/changes with the team
- Ensure reception overtime sheets are completed at the appropriate times and are accurate
- Monitor some areas of QOF and IIF
Patient services
- Deal with complaints on front desk in accordance with practice complaints procedure.
- Assist in the maintenance of computerised appointment systems for all services
- Ensure systems for data management are adequate on a daily basis
Information technology
- Have full understanding of appointment system
- Have a working knowledge of all necessary software and hardware
- Deal with IT problems in the first instance in reception
- Train staff in the use of any new systems
Building
- Have a clear understanding of telephone systems, daytime and out of hours
- Deal with maintenance issues as require
- Understand security systems Intruder & Fire alarms & CCTV cameras
Person Specification
Experience
Essential
- Must have experience supervising a team
- Strong verbal communication skills
- To be able to demonstrate the ability to lead and motivate teams
- Demonstrable experience of delivering exceptional customer service
- Strong I.T skills including Excel and Word
- Working calmly under pressure and able to multi-task
- Experience of working directly with patients / customers to be the first point of contact
- Demonstrable experience of team working
- Strong organisational and time management skills
Desirable
- Primary Care or NHS experience
- Use of SystmOne
- Call centre experience either within or externally to the NHS
- Experience of rota planning
Person Specification
Experience
Essential
- Must have experience supervising a team
- Strong verbal communication skills
- To be able to demonstrate the ability to lead and motivate teams
- Demonstrable experience of delivering exceptional customer service
- Strong I.T skills including Excel and Word
- Working calmly under pressure and able to multi-task
- Experience of working directly with patients / customers to be the first point of contact
- Demonstrable experience of team working
- Strong organisational and time management skills
Desirable
- Primary Care or NHS experience
- Use of SystmOne
- Call centre experience either within or externally to the NHS
- Experience of rota planning
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.
