Job Description

Job Summary

We are looking for 2 highly motivated, professional individuals to be responsible for the efficient management and direction of the Patient Services Team, ensuring all administrative/reception duties are performed effectively and to the required standard, meeting the objectives of the practice.

You will work closely together but one role will have a focus on the Administration teams, while the other role will focus on the Patient Care Coordinators (reception) team.

The Patient Services Managers will also be responsible for management and oversight of Patient Engagement including managing the complaints process from patient liaison to ensuring that learning is fed back to the relevant teams, and monitoring complaint trends to feedback to the senior practice managers.

You will also support the management team in promoting ED&I, SHEF, quality and continuous improvement, confidentiality, collaborative working, service delivery, learning and development and carry out other duties as directed by the senior management team.

The Patient Services Manager(s) is/are responsible for:

Overseeing the practice's Administration teams or Patient Care Coordinator (reception) teams, ensuring staff achieve their primary responsibilities. Line managing all Administration Teams or Patient Care Coordinator (reception) team members, supporting staff development, providing guidance and direction, ensuring staff are up to date with mandatory training. Completing staff appraisals for members of the Administration Teams or Patient Care Coordinator (reception) teams. Identifying and delivering team training where required and appropriate. Compiling staff rotas for members of the Administration Teams or Patient Care Coordinator (reception) teams. Completing back to work interviews Coordinating the provision of Administration Teams or Patient Care Coordinator (reception) team staff ensuring sufficient cover is provided for periods of leave and other staff absences. Ensuring all new staff have a specific and tailored induction plan to meet individual and practice requirements. Undertake recruitment of Administration or Patient Care Coordinator (reception) staff. Ensure processes and procedures for the Administration Teams or Patient Care Coordinator (reception) teams are CQC compliant, and ensure suitable audit to ensure compliance. Be the first line in dealing with patient complaints, escalating them to other relevant line managers, senior managers and/or Partners as appropriate. Maintain a register of complaints, ensure feedback is made to relevant teams and provide feedback to senior practice management regarding complaint trends. Processing overtime and signing off monthly. Maintain and monitor patient communication systems, i.e. website, social media, newsletters. Management of patient feedback through processes such as Friends and Family, and practice specific, questionnaires.

Requirements

Proven experience in a healthcare setting Administration or reception experience, with leading/managing a team. Strong organisational skills with the ability to prioritise tasks effectively under pressure. Excellent communication skills, both written and verbal, with a compassionate approach towards patients. Knowledge of healthcare regulations, data protection laws, and confidentiality protocols. Proficiency in using MS Office applications and ideally SystmOne. Leadership qualities with the ability to motivate and develop team members. An AMSPAR or recognised qualification in leadership/management or related field is desirable but not essential. Ability to work flexible hours as required by the organisation's operational needs. This role is ideal for a dedicated professional eager to contribute positively to patient experiences while ensuring efficient administrative/reception operations within a dynamic healthcare environment.
If you have what it takes for these challenging roles and would enjoy the rewards they can bring, we would love to hear from you.

Job Types: Full-time, Permanent

Pay: 15.50 per hour

Expected hours: 37 per week

Work Location: In person