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Patient Services Manager

NHSSheffield, England, United Kingdom

13 days ago

Job type

Full-time

Job description

With a modern, purpose built premises and a growing list size of 14,000, our team includes 4 Partners and 8 Salaried GP's. We are a Training Practice for GP Registrars and Medical Students.

As members of a PCN we work collaboratively across our Network area. PCN roles include Pharmacists, Pharmacy Technician, Mental Health team and a Social Prescribers.

We offer a supportive work environment and are a very friendly team.

5 weeks annual leave plus bank holidays

The hours are 37 per week

Monday 1pm - 6pm

Tuesday 8am - 6pm

Thursday 8am - 6.30pm

Friday - 8am - 3.30pm

Main duties of the job

Assist in the supervision of the Patient Services team and reception waiting areas to ensure the smooth running of the medical centre. Give appropriate administrative support to the receptionist team, primary care team and guidance and support to patients in the use of our services.

To project a positive, friendly and enjoyable environment for patients and work colleagues

About us

We are looking to recruit a Patient Services Manager to take responsibility for our well established, busy team. This is an exciting opportunity for an ambitious person to join our friendly, progressive team based in a dynamic Medical Centre in Sheffield.

Job responsibilities

Reception Duties

Maintaining and monitoring the practice appointments system
Processing telephone requests for appointments, visits and telephone consultations and ensuring callers are directed to the appropriate healthcare professional
Processing and distributing incoming and outgoing mail
Taking messages and passing on information
Filing and retrieving notes / paperwork
Processing repeat prescriptions and pathology links in accordance with practice guidelines
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 member and associated healthcare agencies and providers
Providing clerical assistance to practice staff as required from time to time, including word / data processing, filing, photocopying, faxing and scannin
Ensure that all office equipment is maintained in good repair including checking that equipment is stocked with paper and toners and replacing when required : reporting all faults and required repairs to the Practice Assistant Manager via fault reporting process
Dealing with clinical and shredding waste
Provision of refreshments for staff and visitors as required
Arranging transport for patients where appropriate

Supervisory Duties (2 days each week)

Manage the receptionist rota ensuring appropriate levels of cover are provided at all times.

Ensure all employees are rotated equally to allow variety in their jobs

Ordering, re-ordering and monitoring of stationery and NHS supplies when required

Attend weekly management meetings

Ensure leaflets and noticeboards are tidy, organised and up to date in both waiting rooms

Manage the stationery cupboard and its stocking levels

Assist in the updating of reception protocols and procedures

Ensure the reception and front desk area are clean, tidy and organised at all times.

Assist with receptionists annual appraisals

Supervise all staff to ensure best practice and that all receptionists are following guidelines and procedures.

Assist in the provision of induction training and ongoing review

Ensure Practice policies are followed and accurate records are kept with particular reference to appointments, messages, visits, post, patient registration, repeat prescriptions, filing systems, births and deaths

Liaise with other members of the primary health care team, outside agencies and Practice volunteers as required

Ensure General Data Protection Regulation (GDPR) are maintained

Regularly review the standard of work of the reception team both collectively and individually and discuss any problems / changes with the team

Ensure reception overtime sheets are completed at the appropriate times and are accurate

Monitor some areas of QOF and IIF

Patient services

Deal with complaints on front desk in accordance with practice complaints procedure.

Assist in the maintenance of computerised appointment systems for all services

Ensure systems for data management are adequate on a daily basis

Information technology

Have full understanding of appointment system

Have a working knowledge of all necessary software and hardware

Deal with IT problems in the first instance in reception

Train staff in the use of any new systems

Building

Have a clear understanding of telephone systems, daytime and out of hours

Deal with maintenance issues as require

Understand security systems Intruder & Fire alarms & CCTV cameras

Person Specification

Experience

Must have experience supervising a team

To be able to demonstrate the ability to lead and motivate teams

Demonstrable experience of delivering exceptional customer service

Strong I.T skills including Excel and Word

Working calmly under pressure and able to multi-task

Experience of working directly with patients / customers to be the first point of contact

Demonstrable experience of team working

Strong organisational and time management skills

Primary Care or NHS experience

Use of SystmOne

Call centre experience either within or externally to the NHS

Experience of rota planning

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.

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Service Manager • Sheffield, England, United Kingdom