Patient Services (Reception) Manager

Integrated Care System; Biddulph; On-site; GBP 28,000 - 36,000; Full time

Job summary

Join a well-established GMS practice as a Patient Services Manager, leading a dedicated team in delivering exceptional care to over 10,800 patients. This hands-on leadership role includes managing administrative operations, providing support to patients, and ensuring high-quality care in a dynamic healthcare environment.

Qualifications

• Experience in healthcare setting, managing a team, and administrative duties.
• Flexible and co-operative individual with strong communication skills.
• Forward thinker with high integrity and sensitivity in distressing situations.

Responsibilities

• Leading the Patient Services Team to ensure efficient front-of-house experience.
• Managing staff appraisals and ensuring mandatory training is up to date.
• Overseeing patient appointments and managing the reception area.

Skills

Communication

IT Skills

Time management

Interpersonal skills

Education

GCSE English and Maths (C or above)

A level/equivalent or higher with relevant experience

AMSPAR Qualification

NVQ Level 2 in Health and Social Care

Tools

EMIS

Docman

Job description

We are excited to offer a fantastic opportunity for aproactive, enthusiastic, and motivated individual to join our team as PatientServices (Reception) Manager.

This brand new role is ideal for someone with experience asa Reception Manager or Care Navigator, who thrives in a dynamic environment andis passionate about delivering outstanding patient care.

The post is for 37 hours per week, worked over 5 days,shifts between 7.45 am and 6.30 pm.

Main duties of the job

You will be at the heart of our patient facing team, leading and managing our Patient Services Team to ensure a smooth, efficient, and friendly front of house experience. This is a hands on leadership role, combining day-to-day management with direct patient interaction.

You will

• Provide effective leadership and support to the patient services team
• Ensure high standards of patient service and administrative efficiency
• Work closely with the management team to meet practice objectives
• Carry out essential reception duties and support during peak periods
• A people focused leader with a passion for patient care
• The ability to remain calm and professional in a busy environment

About us

We are a long established, well organised GMS practice located in the beautiful Staffordshire Moorlands, serving a population of approximately10,800 patients. Based in a purpose built Primary Care Centre with private parking, we pride ourselves on being a supportive and welcoming team, committed to delivering high quality care to our community.

Our team includes:

• 2 Advanced Nurse Practitioners, a Diabetic Nurse Specialist, 4 Practice Nurses, a Practice Matron, and a Clinical Pharmacist
• 2 Health Care Support Workers and a Paramedic Practitioner
• An extensive administrative team including Clinical Co-ordinators

We are a teaching and training practice, supporting foundation doctors and GP trainees, and are proud to be a Keele Research Practice with high QOF/QIF achievement. Rated Good by the CQC, we use EMIS Web and Docman 10 (training available).

Job responsibilities

Overseeing the administration and support operations of thepatient services team, ensuring staff achieve their primary responsibilities

Line managing patient services team, supporting staffdevelopment, providing guidance and direction, ensuring staff are up to datewith mandatory training

Completing staff appraisals as required

Identifying and delivering team training where required

Compiling staff rotas and co-ordinating the provision oftemporary administrative and reception staff, ensuring sufficient cover isprovided for periods of leave and other staff absences

Reviewing and updating reception policies and procedures asrequired

Supporting the management team in the compilation ofpractice reports and the practice development plan

Developing, implementing and embedding efficient officeprocesses and procedures to adhere to extant legislation

Providing initial guidance and advice to patients who wishto verbally complain

Managing all deliveries to the practice, ensuring adherenceto the cold chain policy as necessary

Providing IT support and problem solving for staff in thebuilding

Oversee the coordination of patient appointments,follow-ups, and care navigation

Oversight and management of Practice Emails coming into the surgery, ensuring that they are dealt with by the most appropriate person within the required timeframe

Monitor the practice appointment system

Oversee the team to process face to face, telephone and e-requests for appointments

Ensure that incoming phone calls are answered in a timely manner, with calls transferred or dealt with appropriately

Ensuring that requests for prescriptions are dealt with in line with practice policies and procedures.

Carry out system searches as requested

Monitor and maintain the reception area and notice boards

Person Specification

Experience

• Experience of working with the general public
• Experience of administrative duties
• Experience of working in a healthcare setting
• Experience of leading/managing a team
• Experience of providing appraisal writing and staff development
• Polite and confident
• Flexible and co-operative
• Motivated
• Initiative and judgement (knowing when to ask for help)
• Forward thinker
• High levels of integrity and loyalty
• Sensitive and empathetic in distressing situation
• Ability to work under pressure

Skills

• Excellent communication skills (written and oral)
• Strong IT Skills
• Good telephone manner
• Effective time management
• Ability to work as a team member and autonomously
• Good interpersonal skills
• Ability to follow policy and procedure
• EMIS and Docman user skills

Qualifications

• GCSE English and Maths (C or above)
• Educated to A level/equivalent or higher with relevant experience.
• AMSPAR Qualification
• NVQ Level 2 in Health and Social Care

Other requirements

• Flexibility to work outside of core office hours
• Maintain confidentiality at all times

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.