Job Description

We are looking for a friendly, efficient

Patient Services Assistant

to provide support to the Patient Services Manager and work with the Care Navigation team across a range of duties relating to the patient experience at our Partnership.

This role is for 30 hours per week working Monday - Friday.

Monday 12.30pm - 6.30pm
Tuesday 8am - 2pm
Wednesday 12.30pm - 6.30pm
Thursday 8am - 2pm
Friday 12.30pm - 6.30pm

Candidate(s) must be flexible with working pattern as working across two sites.

We will consider a job share for the right two candidates - Please specify if this is your preference when applying and if there are any of the days you cannot work.

We are looking for this role to start as soon as reasonably possible.

Job Summary

The Patient Services Assistant plays a key leadership role within the Patient Services and Care Navigator team, supporting the Patient Services Manager (PSM) in overseeing daily administrative operations and ensuring the smooth and efficient delivery of patient-facing services.

The Patient Services Assistant will supervise and lead a team of 30 Care Navigators across two sites and offer general assistance to the Practice team. They will be responsible for the day to day running of reception and ensure that the correct procedures and protocols are followed.

Key elements of this role include facilitating excellent communication between the Care Navigation team, the patients, and wider Partnership. Providing support to the PSM, prioritising workload and adapting to the changing processes and protocols. Leading by example by promoting the standards of professional behaviour expected by the Partnership and generating energy and enthusiasm within the team.

The main duties and responsibilities of this role include :

General

Supervise and guide the care navigation team on a daily basis Assist with the recruitment process if necessary Assist with performance reviews Lead on training and mentoring all new care navigators Oversee e-learning Devise and lay out training plan and implementation Maintaining all communication groups i.e. email/WhatsApp groups Ad hoc projects for the PSM relevant to the practice To disseminate information to care navigators in relation to patient services for example new processes, new team members, appointment availability, system changes, additional training Listen to team feedback and work with PSM to develop solutions Ensure opening and closing procedures are being followed in accordance with practice policy

Daily Duties

To be the first point of contact for the care navigation team's queries. Ensure that the care navigation team are advising patients how to make the best use of the service, using technology and self-service systems as appropriate Monitoring tasks/phone calls, tracking trends and delivering training and addressing any areas of concern when required Commence the day by reviewing appointment availability, supervising the rearrangement of clinics where necessary and communicating with the duty doctors, including Extended Access and Winter Illness (if appropriate). Updating duty doctors throughout the day on the availability of appointments Monitor telephone waiting times, appointment availability, task volume, moving Care Navigators effectively to cover demand, generic email inboxes, and advising the PSM and the other site accordingly. To be included as a care navigator at least once a week in the rota and fill any gaps where necessary for the remainder of the week To ensure notice boards/posters/leaflets/notices in the waiting areas are kept up to date and replenished. A regular rotation of appropriate displays should take place during the year To be the first point of contact for informal complaints received directly from the patient (in-person or via telephone) with a view to resolving and/or de-escalating issues to avoid formal complaint

Care Navigation Team

Assist with the recruitment process if necessary Assist with performance reviews Lead on training and mentoring all new care navigators Oversee e-learning Devise and lay out training plan and implementation Maintaining all communication groups i.e. email/WhatsApp groups Ad hoc projects for the PSM relevant to the practice To disseminate information to care navigators in relation to patient services for example new processes, new team members, appointment availability, system changes, additional training Listen to team feedback and work with PSM to develop solutions Ensure opening and closing procedures are being followed in accordance with practice policy

Administration

Plan and organise own time Ensure the room plan is checked, printed and displayed weekly Ensuring team rotas are completed at least 4 weeks in advance Creating and updating team rotas to ensure adequate staffing levels are maintained and arranging cover when needed Ensure that all care navigators are rotated within the rota to provide equal allocation of duties Update overtime spreadsheet with agreed cover shifts Highlight any potential rota shortfalls to the PSM weekly and any shifts that are unable to be covered Collate and submit the FFT data. Send emails to all individuals mentioned by name, detailing positive feedback. Discuss any trending negative feedback with PSM Create and maintain processes and 'how to' documents Collation of data for exec board meetings i.e Ardens manager, Surgery connect, AccuRx and EMIS Support with management of flu clinics Adhoc duties as required

Digital

Promote NHS App Champion Accurx tablet use Support and help with Envisage and Engage systems Administration of SMS templates Support and help with training for new IT systems

Experience required:

Essential

Experience of supervising a team Experience of Rota management Experience of staff training and inductions Good written and verbal communication Understanding of patient and staff confidentiality Adaptability and flexibility Effective problem solving and conflict resolution Ability to work independently and within a team

Desirable

Experience of working in a healthcare setting Experience with Emis Web NHS/primary care general practice experience

The Chislehurst Partnership

is a high performing, well established GP practice in Chislehurst, we are passionate about providing a friendly, supportive and caring medical service to our population.

Our patient list size of circa 25,000. We are a 9 Partner partnership with a team of Salaried GPs, Advanced Nurse Practitioners and a Nursing team. Our staff are friendly and hard-working and together we provide a high level of care to the local community. We are a well organised, progressive, forward-thinking Partnership. We are part of the Mottingham, Downham & Chislehurst (MDC) Primary Care Network and share across our practices a wide range of additional roles including, Clinical pharmacists, Physios, Physicians associates, Social Prescribers, a Mental Health Practitioner and Paramedic. The Practices are operating from two premises on Chislehurst high street.

Practice Addresses:

The Chislehurst Site - 42 High Street, BR7 5AQ

The Woodlands Site - 11 Red Hill, BR76DB

Job Types: Permanent, Part-time

Pay: 14.20 per hour

Expected hours: 30 per week

Work Location: In person