Patient Services Manager
| Posting date: | 11 April 2025 |
|---|---|
| Salary: | £15.07 to £16.43 per hour |
| Additional salary information: | £15.07 - £16.43 an hour |
| Hours: | Full time |
| Closing date: | 02 May 2025 |
| Location: | Hedon, HU12 8JE |
| Company: | NHS Jobs |
| Job type: | Permanent |
| Job reference: | A1637-PSTMgr-Apr2025 |
Summary
Role Purpose: In close collaboration with the Operations Manager, to ensure the smooth day to day running of all practice sites To manage the delivery of an efficient HH-wide reception service As part of the Management Team, to provide effective operational management and contribute towards all aspects of service and practice development To ensure that reception staff based at different sites are organised to provide cover for one another and to work effectively as one team Leadership: As part of the Management Team, take responsibility for the delivery of excellent patient-focused services , setting out clear plans and goals Represent Holderness Health consistently and professionally, developing a network of contacts with other health organisations and attending meetings to represent the practice as required Contribute to the development of projects as required by the business needs of the practice Duty & Operational Management To act as duty manager for all sites on a rotational basis alongside the Operations Manager to respond to issues which arise on a day to day basis and require management-level support, action or decision-making To provide cover for the Patient Services Manager during holidays and other absence, ensuring that day to day practice operations continue to run smoothly Patient Services & Engagement To design and implement effective systems for delivering high quality reception and call-handling services Ensure that data protection and good information governance processes are maintained within the reception team Regularly interact with patients on all sites to understand current issues and ensure that our services remain focused on patient needs and experience Lead on patient engagement and consultation activities including the establishment and running of the new HH Patient Participation Group Ensure that the practice complies with contractual requirements in relation to patient engagement Monitor patient satisfaction and take action in response to feedback Managing People Provide line management for the reception team including one to ones, appraisals, performance management, management of sickness absence, authorising leave etc. Identify and address reception staff training needs Conduct site-specific inductions for all new staff Plan and manage reception team meetings, ensure minutes are kept and circulated and that follow-up actions are completed Ensure all reception team members are aware of and comply with HH policies and procedures In collaboration with the HR team, undertake recruitment for vacancies within the reception team Rota Management & Appointment Planning To oversee the planning and implementation of staff rotas including GP rotas To ensure the effective usage and management of the patient appointment book Complaints Record, manage and report on complaints Act as the practice complaints lead, responding promptly to all complaints, investigating appropriately, taking remedial action as required and escalating where appropriate Policies & Procedures Write, review and update operational policies, procedures and guidelines relating to the reception function and day to day running of the practice Assist in the development and maintenance and, when required, implementation of an effective business continuity/disaster recovery plan Communication: Clearly communicate the organisations goals and values internally and externally Provide regular information and updates to staff on operational and patient-related issues e.g. via website updates, newsletter etc. Financial & Business Information: Manage budgets within own area of responsibility Collect, collate and report on a range of operational data and key performance indicators Quality & Good Practice Maintain knowledge of CQC inspection regime and Key Lines of Enquiry Ensure team compliance with required standards, highlighting areas for improvement and making changes where appropriate Ensure that your team, including new team members, understand and adhere to data quality guidelines Ensure that Holderness Health complies with all legal, regulatory and contractual requirements in relation to operational services Keep up to date with good practice and innovation within general practice and the wider healthcare environment, applying learning within Holderness Health Reporting: Prepare reports and collate information for meetings as required Gather and collate required information for statutory, regulatory or contractual reporting/monitoring as required This job description is intended to provide an outline of the key tasks and responsibilities only. There may be other duties required of the post-holder commensurate with the position. This description will be open to regular review and may be amended to take into account development within the Practice. All members of staff should be prepared to take on additional duties or relinquish existing duties in order to maintain the efficient running of the Practice. This job description is intended as a basic guide to the scope and responsibilities of the post and is not exhaustive. It will be subject to regular review and amendment as necessary in consultation with the post holder.