Patient Services Team Leader
Job Description
Job summary
Haxby Group is offering an excellent opportunity for a reliable and flexible individual to join our Patient Services Team in York as a Team Leader.
You will be a team player, willing to learn and looking for a fresh and rewarding challenge. You will receive ongoing personal development and training opportunities in our high achieving and supportive environment.
For more information about Haxby Group and this opportunity, please visit our website and social media links.
Main duties of the job
You will work under the indirect supervision of the Local Medical Director and undertake tasks and duties delegated by General Management following policy and procedures. You will support General Management in the provision of patient care at all practice sites or establishments. You will manage the patient service team and tasks ensuring to provide a caring, quality service to patients in all aspects of their relationship with the practice.
You must work at all times within your own competence and use your own judgement, knowledge and common sense in your day to day activities.
About us
We are a leading primary care organisation that delivers high quality care from GP practices in York, Hull and Scarborough. Innovative and committed, we are at the forefront of developments within our field. We are well organised and deliver high quality care with a range of friendly and supportive staff.
Selection for Interview process
If you are applying through NHS Jobs, you will notice you are asked if you would like a guaranteed interview as part of the Two Tick disability scheme. Whilst this is an admirable government initiative, please be aware we are not signed up to this scheme. This is a question on the NHS jobs application form which is outside of our own control. Our own process ensures we consider candidates on the merit of their application only and we do not ask any questions regarding a disability as part of our selection process.
Job responsibilities
Duties and Responsibilities:
The duties and responsibilities to be undertaken may include any or all of the items in the following list. Duties may be varied from time to time under the direction of the General Manager, dependent on current and evolving workload and staffing levels:
- Responsible for opening up/locking-up of Practice premises and maintaining security in accordance with Practice protocols.
- Maintain and monitor the Practice appointments system, identifying areas of concern when required.
- Oversee the processing of personal requests for appointments, visits and telephone consultations and ensure patients are directed to the appropriate healthcare professional.
- Answer internal and external telephone calls when required.
- Oversee the processing and distribution of incoming (and outgoing) mail.
- Ensure messages and information is passed on appropriately and accurately.
- Assist with filing and retrieving paperwork when necessary.
- Manage the processing of repeat prescriptions in accordance with Practice guidelines.
- Responsible for routine site maintenance and Health and Safety.
- Computer data entry/data allocation and collation; processing and recording information in accordance with Practice procedures.
- Initiating contact with and responding to requests from patients, other team members and associated healthcare agencies and providers.
- Ensure staff are following in house guidelines when dealing with samples.
- Proactively provide leadership and assistance to Practice and Trust staff as required.
- Oversee the ordering, re-ordering and monitoring of stationery and other supplies.
- Ensure staff are following appropriate guidelines when dealing with clinical waste.
- Ensure the reception area, notice-boards and leaflet dispensers tidy and free from obstructions and clutter.
- Maintain hygiene control measures.
- Manage and assist with front-desk administration and cash handling required for non-NHS work such as patients private insurance and medical reports.
- Recognise and work within own competence and in accordance with your job description.
- Undertake additional tasks as required within your general role as Patient Service Team Leader.
Management duties and responsibilities:
- Deputise for and support the General Management as required.
- Manage Health & Safety and educate staff.
- Participate in meetings as required.
- Monitor staff timetables to ensure adequate cover.
- Provide managerial supervision, support and professional leadership.
- Have a full understanding of the clinical appointment system.
- Oversee Information and Management Technology within your scope.
- Oversee maintenance of site and equipment taking remedial action to resolve any problems.
- Undertake annual staff appraisals and personal development plans for your team.
- Apply policies, standards and guidance.
- Participate in the recruitment and selection and induction process.
- Monitor staff records in line with protocol.
- Liaise with the management team regards staffing and organisation of work.
Person Specification
Competencies/Qualities/Attributes
Essential
- An interest in primary care.
- Good communication (written and verbal).
- Work well under pressure.
- Able to work as a team member.
- Able to work unsupervised.
- Able to use own initiative.
- Be self motivated.
- Able to listen and empathise.
- Hard working and willing.
- Flexible and adaptable, able to work according to changing need.
- Enthusiastic
- Commitment to personal development
Physical Requirements
Essential
- Able to undertake the requirements of the post.
Desirable
- Reliable.
- Flexible.
- Excellent attendance record.
Knowledge/Qualifications/Skills
Essential
- Experience in supervising the work of other staff.
- Excellent customer service skills.
- Good administrative and organisational skills.
- Ability to meet targets and deadlines.
- Ability to work to high standards of accuracy.
- Computer literate with knowledge of Excel and Word.
- Good keyboard skills.
- Excellent telephony skills.
- Understand and observe strict confidentiality.
Desirable
- Customer service qualification.
- Team leading or management qualification.
- Staff planning and rota management.
- Knowledge of SystmOne software.
- Skilled in office machinery use. Experience in working with the general public.
Other
Essential
- Able to work at the desired times.
- Flexibility of hours for cover.
- Good sickness record.
Desirable
- Car driver/clean licence.
Employer details
Employer name
Haxby Group
Address
Haxby & Wigginton Health Centre
2 The Village
York
YO32 2LL
