Patients Services Unit (PSU) Supervisor

NHS; Slough; On-site; GBP 35,000 - 45,000; Full time

Job summary

A leading healthcare provider in Slough is seeking a Patients Services Unit Supervisor to lead the team effectively. The role involves managing daily operations, supervising staff, and ensuring quality patient interactions. Candidates should have substantial experience in supervisory roles within primary care and excellent leadership skills. A supportive work environment and competitive compensation package are offered.

Benefits

Competitive salary

Supportive work environment

Professional development opportunities

Qualifications

• 5 years supervisory experience in Primary Care Environment.
• Ability to work under pressure and manage tasks effectively.
• Experience in leading a team in high customer care environments.

Responsibilities

• Supervise and manage Patients Services team for effective performance.
• Maintain operational efficiency to support exemplary care.
• Handle patient complaints and manage team communications.

Skills

Interpersonal skills

Leadership qualities

Customer care

Problem-solving

Teamwork

Education

Level 3 qualification in management

Risk assessment & Health and Safety qualification

Job description

Would you like to join our friendly and resoluteteam of clinicians and non-clinicians at a large NHS general practice based in Slough, Berkshire?

We are looking for a motivated and experienced Patients Services Unit(PSU) Supervisor to join our team. We offer a competitive salary and benefitspackage, as well as the opportunity to work in a supportive and collaborativeenvironment with a diverse committed workforce from different ethnicbackgrounds ensuring the quality of our services to our patients are to a highstandard.

The primary responsibilities of thisposition include supervising, managing, and leading all Patients Services Unitsstaff, as well as ensuring the smooth and successful running of the department. The Patient Services Unit is the first point of contact for all our patients,supporting their diverse needs within the service capacity set by the Partners. You will work across all four of our sites, collaborating closely with clinicians and supporting patients through effective navigation and problem solving. You will have the opportunity to use state-of-the art technology to manage patients interactions and administrative processes, delivering right first-time responses underpinned by a strong services ethos. You will also be required to liaise with various premises contractors to arrange access to the sites for maintenance and governance activities. Further details can be found in the attached Job Description and Person Specification.

Main duties of the job

• Responsible for the robust recruitment, induction, training, appraisals, and development of the Patients Services team.
• Managing the teams rota ensuring daily tasks and absences are covered.
• Manage and motivate the Patients Service team to achieve performance goals within a team-based environment and deliver an efficient service to our patients.
• Maintain operational efficiency of the PSU team to facilitate exemplary clinical care.
• Provide support in other areas when members of the management team are absent.
• Responsible for the maintenance of all the Practices properties, i.e., booking of regulatory compliance providers (water testing, PAT testing), and booking contractors for building repairs.

About us

Farnham Road Medical Group (FRMG) started as one Practice with two sitesand has grown over the years into an outstanding group of three training GPpractices that are approved by Health Education England. With four clinical sitesbased in Slough, we now have a team of over 100 people looking after 38,730patients. The practice is committed to innovation in providing high-qualityhealth care for our patients and a protected working and learning environmentfor our staff. Our team includes pharmacists, nurses, physician associates,paramedics, MSK practitioners, Mental Health Practitioners, managers, socialprescribers, and care coordinators as well as GPs and a large Patient Servicesteam. This resolute team provides an evolving healthcare and medical service to meet the varying needs of our patients and, in turn, provides what we believeis a sustainable model of modern General Practice. We have expanded ourexpertise and have transformed how we provide medical services to try to ensurewe meet the demands of Sloughs diverse population.

We have an overarching vision of Caring for patients and looking afterour staff and providing services that tailor to their needs, which we striveto achieve through brilliant leadership, mentoring, teamwork, communication,problem sharing and solving, support, integrity, fun, training, education, andcontinued development.

Job responsibilities

• Recruitment, Training and Development of the Patient Services team
  • Reviewing training needs and sourcing appropriate training
  • Induction of new staff
  • Managing training programmes for PSU staff
  • CV screening and interviewing
• Line management of the Patient Services team (supported by HR where appropriate)
  • Day-to-day resolution of issues and point of contact for questions.
  • Absence management
  • Appraisals and feedback
  • Communication of information to the team and collection of feedback from the team
• Maintain operational efficiency of the PSU team to facilitate exemplary clinical care
  • Monitor inbound telephone call volume and adjust staffing to meet peaks and troughs.
  • Create quarterly rota and share with line manager and team lead.
  • Monitor and report on admin and call activities.
  • Manage rota to assist with any maintenance work arising in buildings.
• Staff rota and working
  • Allocation of staff to tasks to ensure PSU meets its objectives.
  • Preparation and maintenance of staff rota
  • Ensure there is sufficient staff to provide the required level of service for example adjusting cover for holiday and sickness.
  • Provide staff to complete required functions in other areas, e.g. fire alarm checks, water temperature monitoring, ordering of supplies.
• Handle Patient complaints, queries and concerns at source.
• Provide support in other areas when members of the management team are absent.
• Provide help in resolving issues and problems affecting Practice operations as appropriate.
• Mutual support to colleagues.
• Communicate messages and information to the PS teams as agreed by the Executive Team.
• Answer patient calls, complete administration work and other PS tasks as directed and provide cover for absences.
• Correct and audit tasks of the PS team (as per PS job description).
• As well as the responsibilities listed the Patient Services Supervisor will operate as a member of the patient services team participating in the rota for reception, answering patient telephone calls and doing administrative work.
• Devising systems for the reporting and repairs of faults.
• Booking contractors for maintenance of sites.
• Oversight and booking of regulatory compliance providers for the sites (e.g. water testing, PAT).
• Maintaining contact details and bookings of contractors.
• Management of contractors as appropriate.

Person Specification

Qualifications

• Level 3 qualification or comparable management qualification with 5 years supervisory experience within a Primary Care Environment.
• A qualification describing risk assessment, compliance, and Health & Safety (H&S).

Experience

• Excellent interpersonal and communication skills
• Ability to work independently and as part of a team.
• Perform effectively under pressure.
• Demonstrate experience of running a team/ department in an environment demanding high levels of customer care, efficiency, and accuracy.
• Be highly motivated with excellent leadership qualities to achieve the practice objectives.
• Strong team player with experience of working in a multi-disciplinary environment.
• To have the necessary knowledge and skills to identify, evaluate, and mitigate workplace hazards, ensure adherence to legal requirements, and promote a robust safety culture.
• Understanding of the current health, social care and political agendas, and issues faced by the NHS and General Practice are desirable.

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.