Job Description

Job summary

Mendip Vale Medical Group (MVMG) is a partner-led GP practice providing high-quality, innovative care to approximately 85,000 patients across 10 sites in Bristol, North Somerset and South Gloucestershire. We pride ourselves on our skilled, motivated workforce and our commitment to delivering safe, effective and patient-centred services.

We are seeking an experienced and motivated Patient Services Manager to join our friendly team at St George's, working as part of a job-share arrangement. In this role, you will support the existing Patient Services Manager in leading and developing the patient services team, ensuring patients are effectively navigated to the most appropriate care and support.

The successful candidate will play a key role in maintaining high standards of patient experience, supporting operational efficiency, and contributing to the safe delivery of care within a busy, multi-site GP practice

Main duties of the job

Working in conjunction with the Surgery Manager, the

Patient Services Manager

will provide day-to-day leadership, supervision and management of the Patient Co-ordinator, Care Co-ordinator and administrative teams within their area of responsibility.

The role will lead on patient service initiatives and ensure practice policies and procedures are consistently followed, enabling the surgery to achieve its patient-focused aims and objectives within a safe, efficient, effective and financially sustainable environment.

As Patient Services Manager, you will motivate, support and inspire your team to deliver the highest standards of customer service, ensuring a positive and professional experience for all patients accessing the surgery.

Key Working Relationships:

The Patient Services Manager will develop and maintain effective working relationships with:

Patients and service users

Patient Co-ordinators, Care Co-ordinators and administrative staff

Surgery Managers and the Senior Management Team

GPs, nurses and the wider practice team

Local healthcare providers and partner organisations working with the surgery

Overview of your organisation

As a high-achieving and well-organised practice, we embrace a Multi-Disciplinary Team approach to care provision.

Changes made from merging and working more effectively have enabled us to make investment into our buildings, making our estate one of the newest and brightest in the south west.

Job description

Working in conjunction with the Surgery Manager and wider practice team you will support the delivery of safe, effective care of patients through the appropriate leadership and management of the admin team within your span of control.

You will be responsible for ensuring that all tasks are completed in a profitable, efficient, safe and effective manner. The post-holder will effectively communicate with practice employees, patients and wider services / professionals.

Key Responsibilities:

Lead the Patient Co-ordinator and administrative teams to ensure patients are effectively navigated and signposted to the most appropriate service or clinician, in line with organisational, local and national protocols and guidelines.

Develop, motivate and coach team members, ensuring up-to-date knowledge of systems, processes and pathways to support delivery of performance targets and KPIs.

Monitor and utilise management information, including complaints, compliments, significant events, patient feedback and performance data, to improve team performance and enhance the patient journey.

Manage staffing resources and daily workload allocation to ensure service level agreements (SLAs) are met across face-to-face, telephone and administrative functions, proactively responding to fluctuations in patient demand.

Manage and resolve Stage 1 patient complaints in line with practice policy.

Work collaboratively with other Patient Services Managers to promote a transparent, supportive and knowledge-sharing approach across all surgeries.

Implement and manage relevant policies and procedures to support income maximisation and operational efficiency within the surgery.

Ensure key employment and HR policies are consistently implemented and adhered to.

Experience

Proven experience on managing a team of clerical staff

Experience of working to targets and managing team performance

Experience of working with a busy/demanding environment

Experience of working in a customer service / patient facing environment

Qualifications

NVQ3 or equivalent in Management or ILM qualification (or equivalent experience)

Sound educational background (Min Maths & English GCSE's, grade C or above)

Evidence of continued learning/personal development in relevant field

Skills and ability

Understanding of the service delivery plan and an ability to implement within a team

Ability to cope and manage rapid and sustained change

Ability to represent the organisation at an operational level

Ability to manage time and achieve deadlines.

Excellent communication skills, both oral and written, with an ability to present information clearly and succinctly

Ability to foster and maintain positive working relationships with a wide range of people

Job Type: Part-time

Pay: 26,984.00-30,699.00 per year

Expected hours: 20 per week

Benefits:

Company pension Cycle to work scheme Sick pay Store discount
Work Location: In person