Patient Services Manager

Location

Chesterton, Cambridgeshire | United Kingdom

Job description

To assist Senior Management and GP Partners in supporting key aspects of practice management operational tasks, ensuring the practice achieves its aims in a safe and effective working environment. The Patient Services Managers primary focus will be the smooth running of main reception area and the operation of clinics and patient contacts, and line management of the Reception Team and Care Coordinators. The Patient Services Manager will be the point of contact for functions such as patient access, compliments, complaints and incidents, as well as governance, communications and supporting staff wellbeing and attending key meetings. To ensure Reception staff and Care Coordinators adhere to CQC requirements. The following are the core responsibilities of the Patient Services Manager. There may be on occasion, a requirement to carry out other tasks; this will be dependent upon factors such as workload and staffing levels: GENERAL To support the smooth running of day-to-day operations of the Practice at both sites Work closely with Senior Management and GP Partners to ensure clinics and appointments are optimised and safe staffing levels are maintained Maintain an overview of Patient Access and ensure the standard and quality of booking appointments are in accordance with Practice strategy Manage the Reception Team and Care Coordinators to provide a high level of patient care and follow appropriate policies and procedures Support Senior Management and GP Partners with Complaints, Significant/Learning Events, Patient Participation Group (PPG) and Access and follow up actions from these meetings. Provide responses to informal/formal complaints, relevant/linked to Reception staff and Care Coordinators and initiate investigations. Document and where appropriate, share changes or learning from complaints/incidents with the wider Practice Team Lead on responding to patient feedback on NHS Website and other feedback platforms, as well as administering patient surveys, including liaison with the patient group Chair Chair non clinical staff meeting. Ensure effective communication with non clinical team and the wider Practice Team Support Senior Management and GP Partners in maintaining and reviewing/updating of practice policies and procedures General administrative duties. Creating and managing Non- Clinical staff holiday and sickness entitlement Dealing with Patient Registration queries via PCSE. To share the responsibility of maintaining/keeping up to date, the practice Intranet (TeamNet) and the practice Website. HR Carry out Reception staff, Admin and Care Coordinators Appraisals. Support development and maintaining the practice induction and training schedules Support and prepare practice communications on behalf of Senior Management and GP Partners. Maintain compliance registers, supporting the managers in ensuring all regulatory checks are completed Lead the Reception recruitment processes in drafting and preparing job descriptions and adverts, co-ordinating applications and organising interviews Lead on the recruitment and training of casual staff in preparation for intro week Lead and support during intro week to improve patient flows across the process Keep abreast of changes in employment legislation in respect of the support function role and attend training relevant to the level of responsibility Governance Supporting the overall practice clinical governance framework in the co-ordination, response and handling of complaints and Learning Events. Contribute to production and review of practice development plans and reports and policies Monitoring and disseminating information on pertinent information to patients and staff Lead and support patient engagement via the practice website and NHS App. Support, organise and attend patient group meetings. Take notes at PPG meetings, disseminate and carry out actions. Organise and support key management meetings relevant to role ORGANISATIONAL Contribute and support the practice in preparation for any Care Quality Commission inspection or meeting. This is not an exhaustive list of duties and responsibilities and in discussion with the manager the post holder may be required to undertake other duties relevant to the role. The job description will be reviewed regularly in the light of changing service requirements and any such changes will be discussed with the post holder

Job tags

Salary