Job summary
A vacancy has arisen in our Patient Services Department at 76 Wimpole Street for a Full Time Patient Services Manager.
This is a key patient-facing role and duties will include overseeing the day-to-day management of Patient Reception and Phlebotomy Services at The Doctors Laboratory, working alongside Sales and Service in responding to client needs, dealing with internal and external enquiries, budget planning and ensuring excellent staff performance and a high level of customer care for both patients and doctors. You will also be the Registered Manager for CQC registration and will be responsible for maintaining a safe, caring and effective service.
The ideal candidate will have experience of managing a high performing phlebotomy service within a CQC-regulated healthcare environment.
Main duties of the job
To ensure an efficient,
patient-centred service in meeting the needs of all clients and patients. To ensure procedures meet statutory,
regulatory and company guidelines and policies.
The post holder will be expected to take on the responsibility for
management of the premises at 75/76 Wimpole Street phlebotomy and out-patient premises.
The Doctors Laboratory (TDL) aims to provide outstanding care and the
postholder will take the lead in ensuring the CQC report reflects this. A key
indicator of success will be the attainment and retention of Good or
Outstanding CQC rating for the service.
About us
At TDL we offer a variety of excellent staff benefits including:
Training and development opportunities supporting professional development
Annual salary review- No banding restrictions:As we are a private company we are not restricted by salary bandings and so are able to negotiate appropriate salaries based on experience. This also means that annual salary reviews do not hit a band ceiling.
Discounted gym membership we have a corporate gym membership scheme with Better Gyms
Cash healthcare plan cash back on a variety of healthcare costs including dentist and opticians
Sick Pay Entitlement 5 paid days in the first year of employment, 20 days thereafter
Permanent Health Insurance and Death in Service Cover
Life Assurance providing salary continuation for long term illness (six months qualifying period)
Employee Assistance Programme supporting staff wellbeing
Season Ticket Loan Scheme interest free loan for the cost of annual travel ticket
Perkbox Access to additional staff perks and benefits such as high street discounts
Company Pension Scheme company and staff contributions which increase with service
Competitive annual leave allowance23 days
Flexible working hours we support and offer flexibility around shift patterns and working schedule
Job description
Job responsibilities
The
overall management of Patient Reception and Phlebotomy Services including the provision of leadership
and supervision of a team of phlebotomy and reception staff
and other staff as required.
To
work closely with the Customer Service Team to maintain and improve client and
patient services.
To lead and assist in the management of all patient safety
and quality issues related to the phlebotomy and out-patient services including, but not limited
to:
o
Ensuring
high levels of customer care for both patients and their referring doctors.
o
Maintaining and developing service quality objectives and their documentation and
reporting.
o
Ensuring safety practices, including infection prevention and
control in relation to the service are accurate, effective
and subjected to continuous quality
documented improvement within the quality system.
o
Ensuring patient feedback, compliments, complaints and incidents
are recorded and investigated with resulting
action plans formulated, agreed and followed through to completion.
o
Ensuring
all working practices within the service are in line with company policies and
procedures.
o
Ensuring
all duties carried out are in line with standards defined by the Care Quality
Commission (CQC) and/or other relevant regulatory bodies.
To
take responsibility for budget planning including but not limited to :
o
Providing
input to the budget process for the department aligned with organisational
strategy, tracking department spend against budget and ensuring that approvals
are with budget
o
Providing
updates on variances to senior management, adjusting as appropriate to ensure
department operates with the agreed budget overall
o
Identifying
opportunities for cost savings and efficiency improvements, providing input to
business cases and to recommend actions/plans
o
Collaborating
with other departments to align on budgets and resources effectively
To
ensure staff engagement including regular staff meetings with documentation and
follow up of actions.
To
oversee human resource aspects of the service, including staff recruitment and
retention, staff attendance, rostering, mentoring and development.
To
ensure Joint Annual Reviews are carried out for each staff member.
To
oversee all training within the service to set the standard for a competency-assured,
highly skilled workforce.
To
oversee the application of new training and procedures into the service as
required.
To
oversee the ordering of equipment and consumables and maintenance of the stock
control system and rotation.
To
take responsibility for ensuring the entire 75/76 Wimpole Street premises by working
alongside the Facilities Team, housekeeping and other departments within the company,
to ensure maintenance and repairs are carried out quickly and efficiently and
that the patient experience is of a standard expected in a private healthcare
facility.
To report on performance, quality and patient
experience regularly and to attend TDL Group committees and meetings as
required.
Job description
Job responsibilities
The
overall management of Patient Reception and Phlebotomy Services including the provision of leadership
and supervision of a team of phlebotomy and reception staff
and other staff as required.
To
work closely with the Customer Service Team to maintain and improve client and
patient services.
To lead and assist in the management of all patient safety
and quality issues related to the phlebotomy and out-patient services including, but not limited
to:
o
Ensuring
high levels of customer care for both patients and their referring doctors.
o
Maintaining and developing service quality objectives and their documentation and
reporting.
o
Ensuring safety practices, including infection prevention and
control in relation to the service are accurate, effective
and subjected to continuous quality
documented improvement within the quality system.
o
Ensuring patient feedback, compliments, complaints and incidents
are recorded and investigated with resulting
action plans formulated, agreed and followed through to completion.
o
Ensuring
all working practices within the service are in line with company policies and
procedures.
o
Ensuring
all duties carried out are in line with standards defined by the Care Quality
Commission (CQC) and/or other relevant regulatory bodies.
To
take responsibility for budget planning including but not limited to :
o
Providing
input to the budget process for the department aligned with organisational
strategy, tracking department spend against budget and ensuring that approvals
are with budget
o
Providing
updates on variances to senior management, adjusting as appropriate to ensure
department operates with the agreed budget overall
o
Identifying
opportunities for cost savings and efficiency improvements, providing input to
business cases and to recommend actions/plans
o
Collaborating
with other departments to align on budgets and resources effectively
To
ensure staff engagement including regular staff meetings with documentation and
follow up of actions.
To
oversee human resource aspects of the service, including staff recruitment and
retention, staff attendance, rostering, mentoring and development.
To
ensure Joint Annual Reviews are carried out for each staff member.
To
oversee all training within the service to set the standard for a competency-assured,
highly skilled workforce.
To
oversee the application of new training and procedures into the service as
required.
To
oversee the ordering of equipment and consumables and maintenance of the stock
control system and rotation.
To
take responsibility for ensuring the entire 75/76 Wimpole Street premises by working
alongside the Facilities Team, housekeeping and other departments within the company,
to ensure maintenance and repairs are carried out quickly and efficiently and
that the patient experience is of a standard expected in a private healthcare
facility.
To report on performance, quality and patient
experience regularly and to attend TDL Group committees and meetings as
required.
Person Specification
Experience
Essential
- Experience of working within a CQC-regulated healthcare environment
- Previous proven experience of Leadership Skills & Managing a team
- Two years minimum previous proven experience of phlebotomy team performance management
- Previous proven experience of budget management
- Previous proven experience of handling patient complaints
Qualifications
Essential
Person Specification
Experience
Essential
- Experience of working within a CQC-regulated healthcare environment
- Previous proven experience of Leadership Skills & Managing a team
- Two years minimum previous proven experience of phlebotomy team performance management
- Previous proven experience of budget management
- Previous proven experience of handling patient complaints
Qualifications
Essential
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).
