Patient Services Manager

Job responsibilities

Working in conjunction with the Surgery Manager you will provide day to day supervision and management of the Patient Co-ordinator / Admin / Dispensary staff within your span of control. Your role will also be to lead patient initiatives and to ensure that the practice policies and procedures are followed to enable the Surgery to meet its agreed patient focused aims and objectives within a profitable, efficient, safe and effective working environment. As the Patient Services Manager you will motivate and inspire your team, to deliver the highest standards of customer service within your surgery.

The Patient Services Manager will develop good working relationships with:

• Patients

• Patient Co-ordinator / Care Co-ordinators / Admin staff

• Surgery Managers and the Senior Management Team

• GP, nurses and other surgery staff

• Other local healthcare providers who work with the Surgery

Key Responsibilities:

• To deliver effective patient care by leading the Patient Co-ordinator and administrative teams to navigate and sign post patients care to most appropriate service / clinician, in line with organisational, local and national protocols and guidelines.

• Develop, motivate, and coach team members to maintain up to date knowledge of systems and processes in order to deliver administrative and organisational KPIs,

• Use key Management Information (MI) (complaints reports, compliments, significant events, patient survey results, performance KPIs) to improve team performance & enhance the patient journey.

• Effectively plan and manage staff resource via suitable rota planning, with an ability and willingness to proactively manage patient / workflow demand within an operational capacity during agreed and peak periods.

• Responsible for implementing and managing stage 1 complaints.

• To work closely with other Patient Services Managersto facilitate a collaborative, transparent, and knowledge-sharing environment between all Surgeries.

• To manage all relevant policies and procedures to maximise income across the Surgery.

Other Responsibilities:

• To support delivery of the performance targets and KPIs and ensure these are understood by your team within the Surgery.

• To manage staff resources and daily work allocation of the team to ensure SLAs are delivered in a timely manner for all face to face, telephone and administrative tasks.

• To ensure all key employment policies are implemented.

• To carry out staff appraisals for direct line reports under the supervision of the Surgery Manager and support personal development plans to ensure that training and development opportunities are made available for their teams within the post holders span of control.

• To ensure regular communication updates are understood by the staff in the Surgery.

• To investigate complaints, concerns, and incidents with clinical and admin team members, working with the Surgery Manager to resolve them in effective and timely way.

• To understand the organisations governance and risk policies and procedures within the Surgery, bringing to the attention of the Surgery Manager any areas of concern.

• To have an awareness of Surgery integration within the wider organisation and the delivery of services underpinned by organisational ethos and values.

• To support the delivery of change to both the service and the structure of the Surgery.

• To undertake any other duties commensurate with the post holders role as agreed with the Practice Management team.

• Attending training and events organised by the Surgery or other agencies, where appropriate.

Communication

• Able to utilise a variety of communication methods to disseminate information to large numbers of people.

• Aware of the need to adapt communication style and content to reflect different type of people when making contact.

• Ability to receive sensitive or contentious information and process appropriately.

• Promote positivity and effective working relationships with the team, other health care providers and other key health care providers and other key partners to support an integrated approach to high quality patient care.

Confidentiality

• While seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately.

• Whilst performing the duties outlined in this Job Description, the post-holder may have access to confidential information relating to patients and their carers, surgery staff and other healthcare workers. They may also have access to information relating to the Surgery as a business organisation. All such information from any source is to be regarded as strictly confidential.

• Information relating to patients, careers, colleagues, other healthcare workers or the business of the Surgery may only be divulged to authorised persons in accordance with the Surgery policies and procedures relating to confidentiality and the protection of personal and sensitive data.

Health & Safety

• Maintain the standards required for the health, safety and security knowledge & understanding as defined in the Surgery Health & Safety Policy.

• Use personal security systems within the workplace ...