Patient Support Team Manager

Integrated Care System; Scarborough; On-site; GBP 60,000 - 80,000; Part time

Job summary

A healthcare organization in Scarborough is seeking a dedicated Patient Support Team Manager. This pivotal role involves providing leadership to the Patient Support Team, ensuring effective service delivery and fostering a positive patient experience through efficient management and support. Applicants should have strong communication skills, experience in healthcare, and the ability to lead a team effectively.

Qualifications

• Experience in managing staff performance and attendance.
• Evidence of leadership and involvement in change management.
• Experience of working in a healthcare setting.

Responsibilities

• Provide leadership and management to reception and administrative staff.
• Ensure service delivery is efficient and effective.
• Promote continuous improvement within the team.

Skills

Excellent communication skills (written and oral)

Effective time management

Problem solving and analytical skills

Ability to manage and develop staff

Good interpersonal skills

Education

Educated to A-level/equivalent or higher

GCSE English (C or above) and at least three others

Management Qualification

Tools

Office

Outlook

Job description

We are looking for a dedicated and dynamic Patient Support Team Manager who is passionate about making a real difference in peoples lives. In this pivotal leadership role, you will provide strong, supportive guidance to our Patient Support Team helping to shape a positive patient experience.

We are seeking someone with a professional, adaptable approach and a positive, can-do attitude - someone who thrives in a team environment and leads by example.

You'll be part of a supportive team of clinical and non-clinical colleagues. If you are interested in applying for this exciting leadership role we would love to hear from you.

Main duties of the job

The main purpose of the Patient Support Team Manager:

To provide efficient and effective leadership of the Patient SupportTeams, ensuring all duties and processes are performed to an assured highstandard.

As a member of the Management Team, you will ensure the smooth dayto day running of the Practice, assisting the Operations Manager, General Manager andBusiness and Operations Officer, by filtering out unnecessary or less urgentmatters.

ThePatient Support Team Manager will be expected to drive up quality by workingwith the department deputy to identify areas for improvement and streamlining processes.You will also engage with other heads of department, external agencies, SMGclinicians, and the department teams in understanding areas where improvementscan be made.

As Patient Support Team Manager you will be responsible for the development andmaintenance of robust processes and systems within the Patient Support Teams,ensuring the safe, effective, timely and efficient delivery of services aredelivered by a well-trained and motivated team.

About us

We are a highly regarded training practice supporting GP's,Nurses, Pharmacists and many others at different stages of their careers. Basedat two surgeries to the North and South of Scarborough our teams support over 16,000patients.

You will be an essential part of our dynamic workforce,working alongside our teams of GP's, Nurse Practitioners, Practice Nurses,HCA's, Dispensers, Clinical Pharmacists, MSK Practitioners, Mental Healthworkers, Social Prescribing Link workers, Care co-ordinators, MedicalSecretaries, Coders and many more!

Job responsibilities

Part time / 30-36 hours per week (Monday to Friday)

Permanent Position

Salary dependant on experience

The following are the core responsibilities of the Patient SupportTeam Manager.

To oversee the smooth day-day running of the Patient Support Teamsand the services they provide, ensuring staff achieve their primary responsibilities.Referring to the Operations/General Manager or Partners for guidance asnecessary.

To provide leadership and managementin line with policy to all reception and administrative staff, supporting staffdevelopment, providing guidance and direction.

Ensure practice support teams are working efficiently in theirroles, identifying and implementing areas for change and improvement in asupportive manner.

Supporting the management team in thecompilation of practice reports and the practice development plan.

Developing, implementing, andembedding efficient office processes and procedures to adhere to extant legislation.

Acting as a focal point for thepractice managing requests from external organisations.

Managing all deliveries to thepractice, ensuring adherence to the cold chain policy as necessary.

Acting as building fire marshal,ensuring evacuation lists are current and that the visitors log is used appropriately.

Undertake project or audit work as required within the remit ofthe post.

To act as the patient support team services link between clinicalteam members (nurses, GPs) where problems may be identified, liaising withrelevant staff to identify resolution.

Attending meetings where relevant and required and taking minutesif necessary.

Supporting the roll out of projects and changes within processes.

Actively promote, engage and further the currentPatient Participation Group to enhance representation from the Practicepopulation. The post holder will support the Operations Manager (lead) with thisactivity.

Manage patient information availablewithin the Practice, in line with NHSE Contractual obligations.

Assist with the production, monitoring and improvement of practiceinformation via leaflets, website, Facebook or other media.

Assist with collation of information for the monitoring ofcomplaints relating to team members under post holders' direct supervision.

Provide a point of contact for patients wishing to make enquiriesor complaints referring to the Operations/General Manager wherenecessary/appropriate.

Champion continuous improvement,encouraging staff to participate and make suggestions for CI initiatives

Finance:

Monitor and manage all stock orders placed within each department,ensuring value for money and efficient usage.

Ensure rotas are used effectively to minimise the reliance onovertime.

Ensure overtime sheets are approved and passed to payroll in atimely manner.

Ensureinvoices are processed for payment and liaising with the management team asrequired.

HumanResources:

General support to staff within supervisory jurisdiction, ensuringquality is embedded within teams following changes that are made to services.

Ensuring systems and processes within teams are fit for purpose.

Acting as point of contact for practice staff queries, signpostingto other members of the management team where necessary.

Oversee the induction of new team members and undertakeprobationary reviews as required.

Oversight of patient support team rotas ensuring appropriate levelof cover for holidays and other staff absences.

Provide cover for staff within the patient support team for annualleave or sickness absence as required.

Point of contact for staff absences ensuring cover arrangementsare in place and communicating this to Operations/General Manager.

Updating the HR system/clinical systemto reflect leave and other approved absences.

Monitoring of staff workload and escalating issues identified withpotential solutions.

Coordination of the Patient Support Team meetings: agenda,minutes, and implementation of actions with input and assistance from othermembers of the management team.

Completing staff appraisals in line with policy.

Manage and arrange the training and CPD requirements of teammembers and update records where appropriate including the development ofcompetencies.

Identifying and delivering teamtraining where required.

Ensuring staff are up to date withmandatory training.

Provide basic IT training on the clinical system to staff asrequired identifying training needs of staff under post holders supervision.

Assisting in the recruitment of new staff where required providinginduction support.

To support the implementation of the disciplinary procedure whererequired in line with Practice policy.

To review, update and write all patient support team policies andprocedures hosted on the staff intranet as required or on at least an annual basis.

Monitor premises maintenance in line with the role and ensuremaintenance is undertaken by reputable and competitive contractors.

To oversee the Health, Safety and Regulatory aspectsof the premises functions and facilities.

To ensure compliance with any mandatory and regulatorytargets.

Informatics:

Oversee the reconciliation of GP links data by liaising with staffoperating the registration links on a daily basis.

Report any software or hardware issues as required to N3i via the portalor telephone number.

The closing date for applications is 25.08.2025. For an informal discussion about the role please contact Alice Leckenby, Operations Manager on 01723 375343 or email [e-mail]

Please note that due to the high level of applications we expect to receive, if you have not heard from us one week from the closing date then your application will have been unsuccessful.

Person Specification

Personal Qualities

• Polite and confident
• Flexible and cooperative
• Motivated
• Initiative and judgement (knowing when to ask for help)
• Forward thinker
• High levels of integrity and loyalty
• Sensitive and empathetic in distressing situations
• Ability to work under pressure

Experience

• Evidence of leadership and involvement in change management
• Experience in managing staff performance and attendance
• Experience of working with the general public
• Experience of administrative duties
• Experience of working in a healthcare setting
• Experience of leading/managing a team
• Broad knowledge of General Practice
• Experience of providing appraisal writing and staff development

Skills

• Excellent communication skills (written and oral)
• Clear, polite telephone manner
• Competent in the use of Office and Outlook
• Effective time management (planning and organising)
• Ability to work as a team member and autonomously
• Good interpersonal skills
• Problem solving and analytical skills
• Ability to manage and develop staff (rotas, appraisals etc)
• Ability to follow policy and procedure
• Capable of managing payments (invoices, cash etc)
• Ability to effectively manage stock, including ordering, rotation, disposal etc.

Other Requirements

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

Qualifications

• Educated to A-level/equivalent or higher or equivalent demonstrable experience
• GCSE English (C or above) and at least three others
• Formal training in relevant area, ie; ILM, CIPD, AMSPAR etc
• Management Qualification

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.