Patient Liaison Manager
Job Description
Job summary
Cowley Road Medical Practice is located in East Oxford. A bustling and vibrant practice with a diverse demographic and friendly multi-disciplinary team.
An exciting opportunity has arisen for an accomplished Patient Liaison Manager to join our team. The successful candidate will have hands-on responsibility for all patient led activity within the practice.
You will also have the vision, willingness and drive to adapt and support leading the practice forward.
The successful candidate will have excellent communication and interpersonal skills to maintain team spirit with a focus on providing the best patient care.
Previous management experience, leadership skills, competency in office IT and effective communication skills at all levels are essential. NHS management experience may also be considered an advantage.
Main duties of the job
Provide leadership and management skills to support the non-clinical team in providing an outstanding service.
Play a key role for ensuring the practice provides excellent patient care and complies with all regulatory requirements.
About us
Cowley Road Medical Practice is a vibrant, forward-thinking GP practice that places the care of both our patients and staff at the core of everything we do. Our close-knit team fosters a warm, friendly, and compassionate environment, creating a space where everyone feels valued. Serving a diverse community of over 12,000 patients, our dedicated GPs, nurses, pharmacist, healthcare assistants (HCAs) and administrative staff work together to provide outstanding care. Every day, our team goes above and beyond to support and improve the health and well-being of the community were proud to serve.
Job responsibilities
Management, Planning and Organisational
- Monitor and evaluate the non-clinical practice team, supporting them with training and development
- Manage and produce the non-clinical rotas
- Support the management and production of the clinical rotas
- Contribute to practice strategy, formulate objectives and develop ideas for future practice development
- Work with the Practice Manager and Senior Management team to continuously develop and improve the service
- Contribute to the development, updating and implementation of practice protocols and policies
- Contribute to the maintenance of practice premises working alongside the Practice Manager and Estates company
HR and Performance
- Oversee the recruitment and retention of the non-clinical reception and administration team
- Carry out 1-2-1s and Appraisals with the Non-Clinical team
- Monitor skill-mix and deployment of the non-clinical reception and administration team
- Contribute to the achievement of practice targets such as QOF & IIF.
- Develop and contribute to change and continuous improvement initiatives
- Support with development ideas for future practice development
- Provide a monthly performance report to the Practice manager and Senior Management Team
Patient care
- Ensure that the practice team complies with NHS Contractual obligations in relation to patient care
- Routinely monitor and assess practice performance against patient access and demand management
- Contribute to the management of patient complaints, including investigation and response Ensure service development and delivery is in accordance with local and national guidelines
- Oversee engagement with patient participation group and attend meetings
- Ensuring the waiting room is sharing appropriate information to patients
- Strive to ensure the practice delivers excellent patient care
Information Management and Technology
- Ensure that the non clinical teams follow processes and procedures in progressing patients on the clinical system
- Support the Senior Management team to oversee Practice IT & IG implementation plans
- Ensure the practice adhere to data security, maintenance and disaster recovery plans in place
Person Specification
Skills and Knowledge
Essential
- Excellent written and verbal communication skills, with the ability to tailor messages to diverse patient groups.
- Empathy and professionalism when dealing with patients, family members, and other stakeholders.
- Ability to manage sensitive and difficult situations with tact and diplomacy.
- Highly organised with the ability to manage multiple tasks and priorities in a busy healthcare environment.
- Strong attention to detail in managing patient records and ensuring confidentiality.
- Proactive approach to identifying and addressing patient concerns, ensuring swift resolutions.
- Awareness of diverse patient populations and ability to work sensitively with patients from varied backgrounds.
Desirable
- Experience in analysing patient feedback and implementing strategies to improve services.
- Competent in using healthcare management software, and general office software (e.g., Microsoft Office).
Experience
Essential
- Experience of working within a GP Practice.
- Experience managing patient complaints or queries, with a proven track record of resolving issues effectively and professionally.
- Demonstrable experience of leading or managing teams and coordinating patient services.
- Ability to work collaboratively with multidisciplinary teams, including clinicians, administrative staff, and management.
- Strong background in customer service with the ability to manage and exceed patient expectations.
Desirable
- Experience in developing patient feedback systems to improve service delivery.
Qualifications
Essential
- A Levels or Equivalent Qualifications
Desirable
- Degree Level Qualification in Healthcare, business administration, or a related field
- Evidence of ongoing professional development and training relevant to patient care or healthcare management
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.
Employer details
Employer name
Cowley Road Medical Practice
Address
East Oxford Health Centre
Manzil Way
Oxford
Oxfordshire
OX4 1XD
Employer's website
https://www.cowleyroadmedicalpractice.org.uk/ (Opens in a new tab)
