This Patient Services Manager post leads the Care Navigation Team at The Chislehurst Partnership, the first point of contact for patients across both sites. The role manages 30 Care Navigators with two Patient Services Assistants, covering rotas, recruitment, appraisals, absence and daily service delivery. It is a full-time, Monday to Friday post, with patient feedback, complaints and NHS App promotion sitting alongside team management. Prior experience of supervising a healthcare, customer service or administrative team is essential.
What the job involves
- Lead and manage the Care Navigation Team, including rotas, staffing levels and cover
- Recruit, train, mentor and appraise staff, and hold 1-1s and probation reviews
- Manage absence, including return to work meetings
- Oversee patient feedback, FFT submissions and complaints handling
- Record and manage all complaints and responses, and lead quarterly complaints reviews
- Submit the annual KO41b return
- Oversee online access and NHS App promotion, and review patient access pathways
- Monitor workload across reception, telephone and online requests
- Work with the Patient Participation Group and attend its meetings
- Ensure practice policies and protocols are followed and help prepare new ones
- Ensure confidentiality, information security and information governance standards are met
- Review accessibility for patients in the practice and through IT and telephone systems
Qualifications
- GCSE English and Mathematics or equivalent
Experience
- Managing or supervising a team in a healthcare, customer service or administrative setting
- Staff recruitment, training, performance management and development
- Managing rotas and staffing levels
- Handling patient complaints, feedback and service improvement initiatives
- Working with confidential information and maintaining information governance standards
Skills & knowledge
- Proficiency in Microsoft Office applications and clinical operating systems
Nice to have
- Management or leadership qualification
- Experience in a GP practice, NHS or primary care setting
- Experience using EMIS Web, Accurx, NHS App administration or other NHS digital systems
- Experience working with Patient Participation Groups
- Experience leading quality improvement or service redesign projects
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Contact Details:
The Methodist Church in Britain Recruitment Team
