Patient Services Manager

At the Spa Medical Centre we aim to provide the highest quality of care for our patients. We are friendly, professional and work collaboratively with our patients to achieve the best health outcomes.

The practice extends its ethos of caring to its staff and aspires to provide a nurturing and rewarding environment in which to work. Our vision is a Healthier Community built on learning, teamwork, compassion and outstanding care.

Patients are at the heart of what we do and we aim to be as accessible as possible, offering advance booking for routine appointments, as well as same day appointments for more urgent and acute medical problems.

In addition to our full range of general medical services we also provide a diverse range of Community Surgical Services to the rest of Wiltshire.

We are now looking to recruit a full time Patient Services Manager to join our team at Spa Medical Centre.To act as line manager for the Reception Team Lead and Admin Team Lead, including managing rotas, approving overtime and holidays to ensure the efficient deployment of staff.

The post holder will be expected to adopt a strategic approach to the development and management of patient services, also consider the improvement and introduction of new services to ensure the quality and efficiency of services are met, maintained and delivered.

You will be responsible for liaising with members of the management team to plan, prepare and implement new projects and service improvements in line with practice policy.

Job Responsibilities

Staffing:

· Carry out soft HR for the admin and reception teams which will include Induction of new staff, return to work meetings, probation reviews and appraisals. With support from the Operations Manager.

· Hold regular team meetings to ensure information is shared with the whole team and any issues are dealt with.

· Attend and engage in weekly Head of Department Meetings and Practice Meetings, disseminating appropriate information to admin and reception teams.

· Take an active role in planning, delivering and evaluating staff training needs with the Admin and Reception Team Leads. Through Team leads, ensure mandatory training is up to date.

· Attendance and involvement at Significant Event and Clinical meetings when required.

· Responsible for general management of the \’back office\’, ensuring that reception and administrative office areas are tidy, well organised and well stocked.

· Day to day support to Care Navigators and Administrators when managing difficult patient interactions

Rotas:

· Compile and manage GP, Nurse, Clinical and room rotas, adding clinics to SystmOne in a timely manner. Highlighting any operational concerns and escalating to the Operations Manager to arrange Locum Cover where needed.

· Liaise with the Nurse lead in compiling nurse rotas, to ensure appropriate clinics on the system.

· Liaise with the Surgical Lead Coordinator and allow for Surgical clinics within the rota.

· Compile Reception Rota and manage, with support from the Reception Team Lead, any \’on the day\’ changes to the rota systems for staff and patient appointments to ensure cover and resilience at all times.

Management:

· To ensure that existing Reception/Administrative systems are functioning efficiently. To monitor these systems and make suggestions for improvement.

· To monitor daily, assess and evaluate practice capacity and performance against patient demand and management targets. Make needed adjustments in light of these reviews.

· To disseminate information to the whole practice team in relation to patient services including appointment availability and any agreed system changes.

· Act as Carers Lead for the practice – processing carers requests, liaising with Carer Support and managing the carers register.

· Respond to patient concerns in a timely and considerate manner. Moving necessary complaints to the Operations Manager, ensuring adherence to the Complaints Policy, including timescales for responding and taking actions to reduce future complaints. With support from Operations manager.

· Collating and reporting contractual data requirements including Friends and Family results, DNA\’s.

· With support from the Reception Team Lead, act as Lead Coordinator and contact for the remote notes management company, ensuring timely delivery and collection of notes.

· Provide management support to the Operations and Practice Manager as the need arises.

General:

· Be familiar with the practice computer systems, both clinical and office systems.

· Develop an understanding of the practice IT system, and IT service desk.

· To have an understanding of QOF and the impact of managing appointments to achieve.

· To have an understanding of CQC compliance in so far as reception and administration is concerned.

Qualifications:

• Educated to A-level/equivalent or higher, or with relevant experience
• GCSE English (C or above) and at least three others

Experience:

• Experience of working with the general public
• Experience of administrative duties
• Experience of working in a healthcare setting
• Experience of leading/managing a team
• Experience of providing appraisal writing and staff development

Skills:

• Excellent communication skills (written and oral)
• Strong IT skills (generic)
• Clear, polite telephone manner
• Competent in the use of Office and Outlook
• SystmOne user skills
• Effective time management (planning and organising)

Other:

Flexibility to work outside of core office hours

Disclosure Barring Service (DBS) check

Maintain confidentiality at all times

Job Types: Full-time, Permanent

Pay: From £30,308.12 per year

Benefits:

• Company pension
• Employee discount
• On-site parking

Work Location: In person