Patient Services Manager

NHS; City Of London; On-site; GBP 73,000; Full time

Job summary

A leading healthcare provider in London is looking for a full-time Patient Services Manager to oversee the management of Patient Reception and Phlebotomy Services. The successful candidate will ensure excellent patient care while maintaining compliance with CQC standards. You should have experience in managing phlebotomy services and team leadership skills. The role offers competitive salary up to £72,800 per annum depending on experience.

Benefits

Training and development opportunities

Annual salary review

Discounted gym membership

Cash healthcare plan

Sick Pay Entitlement

Permanent Health Insurance

Life Assurance

Employee Assistance Programme

Season Ticket Loan Scheme

Perkbox access

Company Pension Scheme

Competitive annual leave allowance

Flexible working hours

Qualifications

• Experience of managing a high performing phlebotomy service.
• Proven leadership skills in a team management role.
• Experience in budget planning and management.

Responsibilities

• Overseeing the day-to-day management of Patient Reception and Phlebotomy Services.
• Managing patient safety and quality issues related to services.
• Budget planning and ensuring adherence to company guidelines.

Skills

Leadership Skills

Managing a team

Handling patient complaints

Education

Experience in a CQC-regulated healthcare environment

Budget management

Phlebotomy team performance management

Job description

A vacancy has arisen in our Patient Services Department at 76 Wimpole Street for a Full Time Patient Services Manager.

This is a key patient-facing role and duties will include overseeing the day-to-day management of Patient Reception and Phlebotomy Services at The Doctors Laboratory, working alongside Sales and Service in responding to client needs, dealing with internal and external enquiries, budget planning and ensuring excellent staff performance and a high level of customer care for both patients and doctors. You will also be the Registered Manager for CQC registration and will be responsible for maintaining a safe, caring and effective service.

The ideal candidate will have experience of managing a high performing phlebotomy service within a CQC-regulated healthcare environment.

Main duties of the job

To ensure an efficient,patient-centred service in meeting the needs of all clients and patients. To ensure procedures meet statutory,regulatory and company guidelines and policies.

The post holder will be expected to take on the responsibility formanagement of the premises at 75/76 Wimpole Street phlebotomy and out-patient premises.The Doctors Laboratory (TDL) aims to provide outstanding care and thepostholder will take the lead in ensuring the CQC report reflects this. A keyindicator of success will be the attainment and retention of Good orOutstanding CQC rating for the service.

About us

At TDL we offer a variety of excellent staff benefits including:

Training and development opportunities supporting professional development

Annual salary review- No banding restrictions:As we are a private company we are not restricted by salary bandings and so are able to negotiate appropriate salaries based on experience. This also means that annual salary reviews do not hit a band ceiling.

Discounted gym membership we have a corporate gym membership scheme with Better Gyms

Cash healthcare plan cash back on a variety of healthcare costs including dentist and opticians

Sick Pay Entitlement 5 paid days in the first year of employment, 20 days thereafter

Permanent Health Insurance and Death in Service Cover

Life Assurance providing salary continuation for long term illness (six months qualifying period)

Employee Assistance Programme supporting staff wellbeing

Season Ticket Loan Scheme interest free loan for the cost of annual travel ticket

Perkbox Access to additional staff perks and benefits such as high street discounts

Company Pension Scheme company and staff contributions which increase with service

Competitive annual leave allowance23 days

Flexible working hours we support and offer flexibility around shift patterns and working schedule

Job responsibilities

Theoverall management of Patient Reception and Phlebotomy Services including the provision of leadershipand supervision of a team of phlebotomy and reception staffand other staff as required.

Towork closely with the Customer Service Team to maintain and improve client andpatient services.

To lead and assist in the management of all patient safetyand quality issues related to the phlebotomy and out-patient services including, but not limitedto:

oEnsuringhigh levels of customer care for both patients and their referring doctors.

oMaintaining and developing service quality objectives and their documentation andreporting.

oEnsuring safety practices, including infection prevention andcontrol in relation to the service are accurate, effectiveand subjected to continuous qualitydocumented improvement within the quality system.

oEnsuring patient feedback, compliments, complaints and incidentsare recorded and investigated with resultingaction plans formulated, agreed and followed through to completion.

oEnsuringall working practices within the service are in line with company policies andprocedures.

oEnsuringall duties carried out are in line with standards defined by the Care QualityCommission (CQC) and/or other relevant regulatory bodies.

Totake responsibility for budget planning including but not limited to :

oProvidinginput to the budget process for the department aligned with organisationalstrategy, tracking department spend against budget and ensuring that approvalsare with budget

oProvidingupdates on variances to senior management, adjusting as appropriate to ensuredepartment operates with the agreed budget overall

oIdentifyingopportunities for cost savings and efficiency improvements, providing input tobusiness cases and to recommend actions/plans

oCollaboratingwith other departments to align on budgets and resources effectively

Toensure staff engagement including regular staff meetings with documentation andfollow up of actions.

Tooversee human resource aspects of the service, including staff recruitment andretention, staff attendance, rostering, mentoring and development.

Toensure Joint Annual Reviews are carried out for each staff member.

Tooversee all training within the service to set the standard for a competency-assured,highly skilled workforce.

Tooversee the application of new training and procedures into the service asrequired.

Tooversee the ordering of equipment and consumables and maintenance of the stockcontrol system and rotation.

Totake responsibility for ensuring the entire 75/76 Wimpole Street premises by workingalongside the Facilities Team, housekeeping and other departments within the company,to ensure maintenance and repairs are carried out quickly and efficiently andthat the patient experience is of a standard expected in a private healthcarefacility.

To report on performance, quality and patientexperience regularly and to attend TDL Group committees and meetings asrequired.

Person Specification

Experience

• Experience of working within a CQC-regulated healthcare environment
• Previous proven experience of Leadership Skills & Managing a team
• Two years minimum previous proven experience of phlebotomy team performance management
• Previous proven experience of budget management
• Previous proven experience of handling patient complaints

Qualifications

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.

Depending on experienceUp to £72,800 per annum DOE