Patient Services Officer/Reception Team Leader in Halesowen

This is a patient facing role and applicants must have proven customer service skills and recognise the importance of empathy and compassion when communicating with patients. The role involves assisting the patient in accessing health care services at the practice, care navigation and signposting. The post holder will have previous experience of managing a team, preferably in a healthcare setting. Hours of work will be: Tuesday - 1.00pm-6.30pm, Thursday - 1.00pm-6.30pm, Friday - 8.00am-2.00pm. Total 30 hours per week.

Main duties of the job

• To supervise, develop and orchestrate the Patient Services team.
• To contribute to the planning, duties and functions of the team and department.
• To embed a professional ethos, providing excellent levels of patient care in an environment of empathy at all times.

Job responsibilities

• To ensure adequate staffing levels; organise holiday/sick cover in line with agreed policy, with an awareness of budgetary constraints.
• Co-ordinate leave requests.
• Be first point of contact for absence reporting for team members and co-ordinate return to work for staff within the team, with the support of the Practice Manager.
• Oversee the induction, training and on-going review for team members and assist in the induction process of all new joiners to the practice (clinical and non-clinical).
• Co-ordinate annual appraisals for Patient Services team staff.
• Ensure practice policies are followed and accurate records are kept.
• Delegation of tasks within the Patient Services team.
• Liaise with management team concerning staffing and organisation of work.
• Liaise with other members of the primary health care team, outside agencies and practice volunteers as required.
• Assist with complaint investigation in accordance with practice complaints procedure and evaluate suggestions.
• Understand the range of services on offer, how to use them effectively and guiding patients through their interactions within the practice.
• Maintaining constant awareness and anticipating the needs of patients, clinicians and colleagues and taking action to support those needs.
• To review the effectiveness of the appointment system and respond to any changes which may impact on the capacity to meet patient demands in conjunction with the Practice Manager and Assistant Practice Manager.
• To assist in changes required in the instance of the unplanned absence of a clinician.
• To co-ordinate systems associated with the transfer of incoming and outgoing patient records (GP Links and Primary Care Support England Portal).
• To ensure the effective and efficient registration of new patients and management of all registration queries in accordance with practice policy.
• To co-ordinate access to online patient services in accordance with practice policy.
• To be responsible for and co-ordinate the timely administration of repeat prescription requests undertaken within the department.
• To be responsible for the co-ordination of the practice email account and text messaging appointment reminding service.
• Provide cover for other roles within the department and undertake reception duties.
• Ensure the timely and accurate handling of messages, and ensuring that unresolved or urgent matters are prioritised.
• Ensure all documentation is complete and up to date to avoid delays for patients or outside agencies.
• To oversee the maintenance of NHS stationery supplies to ensure the practice remains adequately stocked at all times.
• Co-ordinate the efficient processing of all post and courier collections.
• Manage the various appointment systems in line with agreed policies.
• Continually assess and evaluate systems recommending changes and improvements to the Practice Manager.
• Attend practice meetings to represent the Patient Services department.
• To supervise any audits associated with the Patient Services department.
• To ensure patient noticeboards and literature associated with the Patient Services Team and waiting rooms are regularly reviewed and kept up to date.
• To have a thorough knowledge of all practice procedures.
• To work in accordance with written protocols.
• Have a full understanding of appointment system.
• Have a working knowledge of all software and hardware used within the department.
• Train staff in use of systems.
• Have a clear understanding of telephone systems, daytime and out of hours.
• Be responsible for ensuring the patient areas of the practice are kept clean and tidy at all times and be responsive to reasonable remedial duties to this effect.
• To supervise the inspection of ground floor washroom facilities.
• To have a sound understanding of all security systems for the practice to include the alarms and cameras and facilitate the regular inspection of such systems to assist the practice manager.
• To be available to respond to out of hours requests in relation to maintenance visits and site access in conjunction with the Practice Manager and Assistant Practice Manager.
• Co-ordinate other agencies using the building to support the Practice Manager when required.
• Ensure communication systems are running smoothly, doctors and patient services staff are kept fully informed of changes in procedures.
• Assist in the production and review of practice policies and procedures.
• Manage paperwork systems including post, internal and external in relation to the patient services team.
• Act as a central source of information.

Person Specification

• Friendly and approachable manner with good people skills, showing care and assertiveness when appropriate.
• Ability to communicate clearly and effectively, both verbally and written.
• Ability to work well as a team member.
• Clear handwriting and message taking skills. Good standard of grammar and spelling in English language.
• Good administrative and organisational skills with the ability to prioritise work.
• Ability to cope with occasional exposure to challenging behaviour, distressing circumstances or emotional events.
• Ability to multi-task and maintain a stress-free environment.

Qualifications

• Recognised supervisory or management qualification (eg ILM Level 2/3).
• 5 GCSE's at grade 4 or equivalent including Maths and English.
• Recognised Microsoft Office Qualification or relevant experience.
• AMPSAR Health Administration Level 2 or equivalent.
• AMSPAR Level 3 Diploma for Medical Secretaries, Health Administration or equivalent.

Experience

• Demonstrate judgement, resourcefulness, common sense and empathy when dealing with patients.
• Experience of Information Governance and confidentiality protocols.
• Experience in a supervisory role.
• Previous NHS experience in similar role.
• Experience of supervising/managing staff.
• Experience of giving feedback or training to improve staff performance.
• Knowledge of health and safety legislation and risk management.
• Understand the importance of infection control.
• Experience in capacity/demand management.

Specialist Knowledge and Other

• Excellent keyboard and computer skills.
• Excellent communication (oral and written) and interpersonal skills.
• Good time management.
• An understanding, acceptance and adherence to the need for strict confidentiality.
• A demonstrable commitment to professional development.
• Ability to use own judgement, resourcefulness and common sense.
• Confident, reliable and self-reliant.
• Positive attitude to change and a pro-active approach but also pragmatic and realistic.
• Ability to work as part of an integrated multi-skilled team.
• Basic knowledge of Microsoft Office.
• Sound knowledge of EmisWeb.
• Basic understanding of local and national NHS/GP practice.
• Sound knowledge of Docman and Accurx.

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.