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.
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