Job responsibilities
Job
Description Patient Services
Manager
37 hours per week
Reports
to Managing
Partner
Primary Responsibilities
Performance indicators
Ensure that all reception staff
are trained and fully understand and implement current practice guidelines/protocols/systems
All receptionists to be asked
to read and sign that they have understood the guidelines/protocols
A random sample of
understanding of protocols will be undertaken quarterly. The results will be
fed back to the Practice manager no later than the month
Oversee the Reception service
ensuring that staff adheres to practice guidelines at all times.
This will be measured via audit
and team feedback on a quarterly basis by presenting findings along with any
actions in a report the month after the quarter end deadlines to be agreed
Develop, implement and embed efficient
reception processes and procedures which adhere to current guidelines
Champion continuous
improvement, encouraging staff to participate and make suggestions for
quality improvement initiatives
Implement a 2 way communication
forum to develop feedback mechanism to ensure that staff views are listened
to - complete a 6 monthly staff
satisfaction survey via survey monkeys
Demonstrate change and
improvement
Implement 1 service improvement
project annually
Demonstrate effective
leadership skills
Evidenced by completing a 360 degree appraisal with staff annually
to be discussed in annual appraisal
Must be able to diffuse
potentially difficult situation in a safe manner
Evidenced by completing a 360 degree appraisal with staff annually
to be discussed in annual appraisal
Act as a role model,
demonstrating and promoting the standards expected by the practice creating
the positive dynamic energy and enthusiasm for the service demonstrating
excellent customer service skills.
Evidenced by completing a 360
degree appraisal with staff annually to be discussed in annual appraisal
Evidence 2 incidences at
appraisal where excellent customer service skill have been demonstrated
Have an active role with the
lead GP in developing an appointment system for all services the practice
offers
Implement 1 service improvement
project annually
Attend meetings as and when
required
Ensure that all reception tasks
are completed on a daily, weekly and monthly basis.
Ensure that Reception staff are
deployed effectively and resources are quickly deployed to meet call demand
using the live data
Develop KPIs to measure
activity
Ensure that all receptionists
are treated fairly and consistently
Evidenced by Completing a 360 degree appraisal with staff annually
to be discussed in annual appraisal
Ensure that holiday requests
and sickness absence is managed effectively to ensure that practice has
adequate reception cover to ensure a quality service at all times
Evidenced by no staff shortages
on shift and ensuing organisation of rotas to ensure that reception has adequate
cover at all times by effective planning.
Ensure that that all reception
sickness/absences are monitored with adhering to practice protocols.
Maintain a sickness absence
record that meets the deadlines and can be discussed at appraisal manage
sickness effectively and ensure sickness records are maintained
Ensure that there are
appropriate processes in place for Reception recruitment and selection following
current HR guidance
Update and review training and
Induction for all new staff ensuring that they adhere to practice guidelines.
Maintain a training log for all
staff - Reception attrition rates to
be monitored
Ensure that all reception staff
are up to date with their e-learning
An audit of training to be run
in February, to ensure that mandatory training is 100%
Ensure monthly Reception
meetings are held and key issues escalated also attended by a Partner.
Minutes and actions of the
meetings to be shared with the Partners the week after the meeting has taken
place
Ensure effective line management
of the Reception team by supporting staff development, providing guidance, direction
and coaching in a positive professional way which reflects the practices
values.
Evidenced by career progression
of Receptionists
Ensure the monitoring of call
quality to ensure that patients are communicated with in a polite manner
adhering to practice guidelines/protocols ensure that poor call quality
issues are addressed
Quarterly audits to be produced
and recommendations/feedback.
Audit the telephone calls,
answered and unanswered, individual call rates on a weekly/ monthly basis and
take any appropriate action
Give all Reception staff access
to their call rates on a quarterly basis - Partners to be given the findings
the following month following the quarter end
Performance issues to be
addressed
Manage the relationship with
the telephone company to report any issues/problems and ensure that KPIs are
being adhered to
Effective relationship management
Provide response to reception
complaints and initial guidance and advice to patients who wish to complain
further following the NHS complaints procedures. Write up all reception
complaints as significant events following practice guidance and share the
learning at significant events meetings
Attend a complaints management
course maintain a log of all complaints handled and outcomes and feedback
as necessary
Ensure deliveries to the
Practice to the Practice are made correctly and by arrival at Reception
ensure staff are aware of the cold chain policy as necessary
Evidenced by staff training
Attend Patient Participation
group
Play a key role in the wider
management team by cross functional working.
Ensure an effective performance
management system is in place to address performance issues and to identify
training and development needs sign off as necessary
Annual summary of issues, and
training needs identification report
Ensure participation in audit/
surveys /and reports as and when required
Build a strong relationship
with the Patient group - escalate
issues and recommend actions for improvement
Attendance at every Patient Group Meeting
.
IM&T and Data
To
work to ensure all reception systems are operational.
Have
a good understanding of systmOne
Information Governance
To
ensure that the PMP approach to information handling is communicated to all
staff and made available to the public.
To
support the Caldicott Guardian, Safe Guarding, Information
Governance leads and/or the management team as required to
coordinate the activities of staff given data protection, confidentiality,
information quality, records management and Freedom of Information
Responsibilities.
Support
the management team to ensure correct
governance processes are adhered to in the handling and management of patient
data
Site management
To
report any faults or problems concerning the maintenance of the site(s)
buildings and equipment or any associated contracts/leases to the management
team
Health and Safety
Take
responsibility for ensuring that the Health and Safety within practice locations
is adhered to at all times.
Support
the identify risks involved in work activities and develop processes and
training that reduce or eliminate risk.
Ensure
and check that all H&S policies and procedures are disseminated and followed
by all staff
Ensure
workplace and workstation risk assessments are carried out and recorded at local level.
T
Effective actionto minimizeor eradicate risks
identified, and escalate these where effective action cannot be taken or organizedat a local level.
HEALTH AND SAFETY AT WORK
Attention is drawn to the responsibility of
employees to take reasonable care for the health and safety of themselves and
other people who may be affected by their actions at work.
EQUAL OPPORTUNITIES
PMP will not tolerate discrimination relating to race, gender, social
class, age, religion, sexual orientation, appearance, disability or medical
condition
SMOKING
PMP actively discourages smoking and there is strictly no smoking on Practice
premises or grounds
CONFIDENTIALITY
Your attention is drawn to the confidential nature of information collected
within the National Health Service. The unauthorizeduse or disclosure of
patient or other personal information is regarded as gross misconduct and will
be subject to the statutory Disciplinary Procedure and could result in a
prosecution of an offence or action for civil damages under the Data Protection
Act 1998 or under GDPR.
JOB DESCRIPTION
This job description will be subject to discussion and review and changes
in the job description may be made, by agreement, at any time.
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