Support Manager -Patient Experience and Quality
| Posting date: | 19 September 2025 |
|---|---|
| Salary: | £31,620.17 to £36,312.84 per year |
| Additional salary information: | £31620.17 - £36312.84 a year |
| Hours: | Full time |
| Closing date: | 03 October 2025 |
| Location: | Sheffield, S7 1NF |
| Company: | NHS Jobs |
| Job type: | Permanent |
| Job reference: | A3466-25-0071 |
Summary
Main duties and responsibilities Leadership and Performance Develop strong cohesive working between teams and across sites. Work with the Support Managers, to ensure that staff at all sites are working appropriately with our centralised data and secretarial functions Work collaboratively as a key member of the group practice team, helping to develop and promote a positive working culture, encouraging staff participation and involvement in developing and improving their own contribution towards the success of the surgeries and the organisation. Initiate, develop and maintain excellent third-party relationships with sub-contractor providers, (e.g. Darnall Well-Being, Zest, Social Services, Citizens Advice) to grow, maintain and support service and performance delivery. Set targets and monitoring standards for secretarial and data team tasks Provide effective line management and leadership of the secretaries and data team across several sites. Ensure that direct reports have clear objectives and good appraisal and development arrangements. HR Facilitate the work of the secretarial and data team and supervise staff performance to ensure provision of an efficient service for clinicians and patients. Liaise with PCS HR support teams for guidance with HR issues and hold them accountable for providing support to the practice in a timely and efficient way. Line management of the two teams working to this postholder Adhere to non-clinical staffing budgets. Accountability for ensuring all staff fully understand the sickness reporting procedures. Maintain HR filing systems ensuring all personnel files are CQC compliant. To complete and maintain relevant documentation pertaining to all staff ensuring timely notification to the HR and payroll departments. Responsible for ensuring collation of mandatory training of the associated staff teams Identify the level of performance and capability of all non-clinical team members and facilitate opportunities for further development (including talent recognition, setting SMART objectives and effective feedback across all levels of performance). Have oversight and responsibility to re-deploy secretaries across sites within resources to cover unforeseen sickness and absence to ensure practices are safe to operate. Lead the recruitment, induction, ongoing personal/professional development and retention of direct line reports, aiming to achieve a sustained and highly competent administrative team. Patient Engagement The postholder will be the main contact point for patients who have more challenges engaging with the practices (LD, SMI etc..) and patients who have issues with the practice (grumbles/complaints) First line co-ordination of initial complaints working with the clinical lead. The postholder will be expected to contact complainants and diffuse the simple complaints. Complete administrative audits as part of QI and reporting systems i.e checking the quality of letters/ recall processes etc.. Undertaking searches, recall and arrange and booking clinics for our most vulnerable patients including but not limited to those with Learning disabilities (LD), Serious mental illness (SMI) health checks Manage the PCN booking of patients into the primary care mental health bookable slots from a waiting list Communicate with the HoPC and Support Managers on the status and progression of issues Occasional exposure to highly emotional issues e.g. addressing death, or dealing with personal issues Take part in significant event analysis/critical incident appraisal. Analysis data and to identify course of action within boundaries, and investing issues such as complaints, Significant events and HR matters Develops patient health promotion activities and identifies how best to engage with patients en masse to improve health screening uptake. Undertake associated duties in adverse conditions as operational circumstances require. Requirement to support the delivery the flu Vaccination and covid campaigns alongside the Nursing Lead To manage diabetic eye screening returns for the centre (checking diagnosis codes are on records) Requirement to travel around Sheffield occasionally Customer Service Present a positive image of the directorate internally and externally. Work closely with other members of the team in providing a high quality front of house service to patients, responding swiftly to escalated queries and complaints. Act as Investigating Manager for non-clinical complaints assigned by the HoPC. Focused on patients best interests, patient centred. Attendance at Meetings Operations Meetings Leading data and secretarial team meetings Personal Development Ensure continuing personal and professional development Ensure engagement with appraisal and regular review of personal development goals including participation in at least biannual multisource feedback Ensure compliance with mandatory training