Job summary
As Patient Services Manager, you will be responsible for the efficient management and direction of
the reception and administrative teams, ensuring that all duties are performed
effectively, efficiently and to the required standard whilst helping to meet
the overall objectives of the practice.
You will support the leadership team in promoting Equality, Diversity &
Inclusion (ED&I), quality and continuous improvement, confidentiality,
collaborative working, service delivery, learning and development and carry out
other duties as directed by the leadership team.
There may be occasions where direct reception support is
required. It is anticipated that the
need for this cover and based on effective management of rotas and holiday booking
will be minimal.
Main duties of the job
The Patient Services Manager is
responsible for leading the reception and administrative teams within the
practice, ensuring staff achieve their primary responsibilities through the effective
and supportive line management of all team
members, which will include appraisal management and supporting effective staff
development by providing guidance and direction and ensuring staff are up to
date with mandatory training.
Working closely with your teams, you
will identify training needs and deliver effective short and long-term
training plans where required, without the need for senior leadership team
intervention.
You should have experience of
managing protocols, ensuring compliance and that a high level of efficiency can
be achieved, whilst also ensuring that patient safety remains at the heart of
everything that we do.
As the Patient Services Manager you
will be expected to communicate with both staff and patients alike, and on
occasion might be required to present information to both groups. You should have confident communication skills
and at all times have the ability to remain open to feedback. Management of complaints through the use of
investigative skills to establish the root cause will be expected.
Within this role you will be expected
to assist with audit and compliance work that relate to your team and you
should expect to chat with compliance inspectors when visiting the surgery.
Rest assured, you will be well
supported in this role.
About us
Close to the South Downs National Park and West Sussex beaches,Avisford Medical Group are
a GP Surgery providing NHS services to approximately 12,000 patients in a
rapidly growing area. We operate from
two equally sized buildings that are just 2 miles apart.
We would like to offer to the successful candidate a friendly
and supportive working environment that will enable you to develop your skills
and share your knowledge, with a team that are willing to share and learn.
As most people will understand, the NHS can be a challenging
environment in which to work but is ultimately very rewarding.
Job description
Job responsibilities
The core responsibilities of the role are those specified before,
but are more formally set out below:
- Leading the reception
and administrative operations within the practice, ensuring staff achieve their
primary responsibilities
- Line managing
all reception and administrative staff (including appraisal management),
supporting effective staff development, providing guidance and direction and ensuring
staff are up to date with mandatory training
- Identifying training
needs and delivering effective short and long-term training plans where
required, without the need for senior leadership team intervention
- Recruitment
of reception and administrative team members, with support of the senior
leadership team
- Compiling reception
team rotas for effective resourcing
- Annually reviewing,
updating (where required) and embedding all reception protocols as required,
ensuring compliance with legislation changes.
Protocols should ensure that a high level of efficiency can be achieved,
whilst ensuring that patient safety remains at the heart of everything that we
do. Dissemination of information is key
to ensuring success and understanding
- Supporting
the senior leadership team in the compilation of practice reports and adherence
to the practice development plan
- Providing
initial guidance and advice to patients who wish to complain. Understanding if concerns raised are
complaints or questions
- Monitoring
and promoting the use of the Friends and Family Test and I want great care for
patient feedback, disseminate feedback in line with Practice Business Manager
expectations
- Being the
first point of contact and surgery liaison for the Patient Participation
Group. Meeting attendance, newsletter
and regular communication are expected
- Monitoring team
protocol adherence through effective auditing.
Review and respond to quality breaches as part of continuous staff
training and development, in line with senior leadership team expectations
- Maintaining
an open door for staff communication in line with senior leadership team
expectations.
-
Leading compliance for CQC related activities
for both reception and administrative areas.
This will involve direct communication with CQC inspectors when they visit
and assess the surgery
Job description
Job responsibilities
The core responsibilities of the role are those specified before,
but are more formally set out below:
- Leading the reception
and administrative operations within the practice, ensuring staff achieve their
primary responsibilities
- Line managing
all reception and administrative staff (including appraisal management),
supporting effective staff development, providing guidance and direction and ensuring
staff are up to date with mandatory training
- Identifying training
needs and delivering effective short and long-term training plans where
required, without the need for senior leadership team intervention
- Recruitment
of reception and administrative team members, with support of the senior
leadership team
- Compiling reception
team rotas for effective resourcing
- Annually reviewing,
updating (where required) and embedding all reception protocols as required,
ensuring compliance with legislation changes.
Protocols should ensure that a high level of efficiency can be achieved,
whilst ensuring that patient safety remains at the heart of everything that we
do. Dissemination of information is key
to ensuring success and understanding
- Supporting
the senior leadership team in the compilation of practice reports and adherence
to the practice development plan
- Providing
initial guidance and advice to patients who wish to complain. Understanding if concerns raised are
complaints or questions
- Monitoring
and promoting the use of the Friends and Family Test and I want great care for
patient feedback, disseminate feedback in line with Practice Business Manager
expectations
- Being the
first point of contact and surgery liaison for the Patient Participation
Group. Meeting attendance, newsletter
and regular communication are expected
- Monitoring team
protocol adherence through effective auditing.
Review and respond to quality breaches as part of continuous staff
training and development, in line with senior leadership team expectations
- Maintaining
an open door for staff communication in line with senior leadership team
expectations.
-
Leading compliance for CQC related activities
for both reception and administrative areas.
This will involve direct communication with CQC inspectors when they visit
and assess the surgery
Person Specification
Qualifications
Essential
- GCSE grade A to C in English and Maths
Desirable
- Educated to A-level/equivalent or higher and with relevant experience
Experience
Essential
- Experience of working with the general public
- Experience of leading and managing teams
- Experience of working within a healthcare setting
Desirable
- Experience of audit and compliance work
- Experience of appraisal management and development planning
Person Specification
Qualifications
Essential
- GCSE grade A to C in English and Maths
Desirable
- Educated to A-level/equivalent or higher and with relevant experience
Experience
Essential
- Experience of working with the general public
- Experience of leading and managing teams
- Experience of working within a healthcare setting
Desirable
- Experience of audit and compliance work
- Experience of appraisal management and development 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.
