Assistant Patient Services Manager

NHS; Baildon; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading healthcare provider in Baildon is looking for an Assistant Patient Services Manager. This role involves managing patient services across multiple sites, ensuring excellent patient experience and effective communication among healthcare staff. Applicants should have strong supervisory experience, excellent organizational skills, and proficiency in clinical systems. The position offers 5 weeks of annual leave, a birthday holiday, and opportunities for career progression in an innovative team environment.

Benefits

5 weeks annual leave

Birthday Holiday

Access to Simply Health provision

Qualifications

• Ability to understand complex issues and problem solve.
• Experience of managing and supervising teams.
• Demonstrable ability to analyze and interpret data.

Responsibilities

• Manage the front of house operations of the practice.
• Compile Reception and GP rotas.
• Support the PSM to resolve patient complaints.

Skills

Excellent verbal and written communication skills

Proficient in Microsoft Office

Excellent organizing and prioritizing skills

Ability to deal with people tactfully and empathetically

Education

GCSE Grade C and above in English Language and Mathematics

Educated to A Level standard or above

Tools

SystmOne or similar clinical system

Job description

This exciting role is based at a busy GP practice in Shipley which is part of a bigger organisation known as Affinity Care. We are an innovative organisation who strive to improve patient services whilst providing a great place to work for our team. This role covers 3 sites.

This role is key in ensuring that patients are provided with the best possible service.

Focus for the successful candidate is on thepatient experience, from their welcome at reception, the waitingroom environment, access to appointments and services, to the overall care and consideration shown. TheAssistant Patient Services Manager will manage the Team Leaders and Reception team encourage effectivecommunication between patients, members of the primary health care team, andother associated healthcare agencies.

Main duties of the job

Providing an excellent patient experience

Managing Reception - front of house and telephones

Compiling Reception and GP rotas

Maximising the use of the telephone and IT system available

Organisational planning and implementation

About us

We are Affinity Care Primary Care Network covering a population of over 64,000 patients over 7 GP practices and 8 sites, all in the Bradford area. Our ethos is to provide patient focused care based on the model of GP-led family orientated general practice tailored to local population needs. Our practices are highly accredited training practices, level 3 research ready sites within an embedded ethos of our learning organisation.

We are a friendly enthusiastic and hard working team with opportunities for career progression and will provide support and development for anyone demonstrating capability, enthusiasm, commitment and strong work ethic.

Benefits include:

• 5 weeks annual leave (pro rata for part time hours)
• Birthday Holiday
• Access to Simply Health provision

Working hours

Monday 8am - 6pm

Thursday 10am - 6pm

With 30 minutes unpaid break per day

Job responsibilities

Key areas of job description

Organisational:

Manage the front of house operations of the practiceto ensure smooth, efficient operation of the practice including: reception, telephonehub, room availability, general administration, patient care and services

Managingthe reception and GP rotas on S1 including weekly reviews and status reportingto the Patient Services Manager

Usethe telephone software to profile call volumes and staffing levels, workingwith staff to reduce variation in how they deal with calls and how the teamfunctions overall on calls

Optimisepatient care through embedding good working practices and raising opportunitiesto improve

Support the PSM to resolve patient complaints in atimely and considerate manner, ensuring implementation of NHS complaintsprocess at all times

Work closely with the PSM provide support to the GPsand relevant clinicians depending on the area of work, including support fornew GP registrars e.g. induction in the premises/people, organising SMART cardactivation

Supportthe delivery of practice targets/measures where the reception role or premisesplays a part in achievement e.g. QoF

Workcollaboratively and support both localities and the wider Affinity Careorganisation

Line Manager:

Line management responsibility for the practices receptionistsand Reception Team Leaders including induction, sickness absence management, return to workinterviews, staff appraisals, performance management, training and development

Toprovide competent, strong and supportive leadership of the team

Improvethe customer service function and help develop the role of the receptionist asa care navigator

Provisionof training to members of the reception team

Developmentand maintenance of reception team rota including overseeing cover for holidays,sickness absences etc

Managementof SMART cards

Oversee the general premises maintenance includingresponsibility for repairs to all facilities and managing the day-to-day health& safety aspects.

Oversee cleaning of premises, ensuring both practice and agency staffcarry out their duties efficiently and effectively.

Overseethe day-to-day security of premises paying particular attention to both staffand patient safety

Teamwork

Workas an effective and responsible team member, supporting other members ofclinical and non-clinical staff in a flexible and approachable manner.

Participatein team activities that create opportunities to improve patient care.

Ensureclear understanding and utilisation of services and referral mechanisms andpolicies to meet patient need.

Support

Ongoingsupport and development will be provided to the postholder by the PatientServices Manager, along with support online management and people management bythe Head of Human Resources.

Qualifications

• GCSE Grade C and above in English Language and Mathematics
• Educated to A Level standard or above

Experience

• Excellent verbal and written communication skills including the ability to communicate effectively with professionals at all levels
• Experience of managing and supervising teams
• Experience of using SystmOne or similar clinical system
• Experience of forward planning of service activity
• Experience of management of health services, facilities and resources

Skills and Knowledge

• Proficient in the use of Microsoft Office and the use of the internet, intranet and ability to update databases
• Able to follow and apply policies
• Excellent organising and prioritising skills
• Ability to deal with people tactfully and empathetically
• Knowledge, understanding and application of equal opportunities
• Ability to understand complex issues, problem solve and to develop practical workable solutions
• Ability to use own judgement, resourcefulness and common sense
• Ability to communicate information that requires tact and persuasive skills, or where there may be barriers to understanding; instil confidence in those being advised
• Demonstrable ability to analyse and interpret data

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.