Job summary
With a modern, purpose built premises and a growing list size of 14,100, our team includes 4 Partners and 6 Salaried GP's. We are a Training Practice for GP Registrars and Medical Students.
As members of a PCN we work collaboratively across our Network area. PCN roles include Pharmacists, Pharmacy Technician, Physiotherapists, Mental Health team and a Social Prescribers.
We offer a supportive work environment and are a very friendly team
Main duties of the job
Patient Services Manager (Reception Manager)
Assist in the supervision of the Patient Services team and reception waiting areas to ensure the smooth running of the medical centre. Give appropriate administrative support to the receptionist team, primary care team and guidance and support to patients in the use of our services.
To project a positive, friendly and enjoyable environment for patients and work colleagues
About us
We are looking to recruit a Patient Services Manager to take responsibility for our well established, busy team. This is an exciting opportunity for an ambitious person to join our friendly, progressive team based in a dynamic Medical Centre in Sheffield.
Job description
Job responsibilities
Reception Duties
1. Maintaining and monitoring the practice appointments system
2. Processing telephone requests for appointments, visits and telephone consultations and ensuring callers are directed to the appropriate healthcare professional
3. Processing and distributing incoming and outgoing mail
4. Taking messages and passing on information
5. Filing and retrieving notes / paperwork
6. Processing repeat prescriptions and pathology links in accordance with practice guidelines
7. Computer data entry/data allocation and collation; processing and recording information in accordance with practice procedures
8. Initiating contact with and responding to requests from patients, other team member and associated healthcare agencies and providers
9. Providing clerical assistance to practice staff as required from time to time, including word/data processing, filing, photocopying, faxing and scannin
10. Ensure that all office equipment is maintained in good repair including checking that equipment is stocked with paper and toners and replacing when required: reporting all faults and required repairs to the Practice Assistant Manager via fault reporting process
11. Dealing with clinical and shredding waste
12. Provision of refreshments for staff and visitors as required
13. Arranging transport for patients where appropriate
Supervisory Duties (2 days each week)
14. Manage the receptionist rota ensuring appropriate levels of cover are provided at all times.
15. Ensure all employees are rotated equally to allow variety in their jobs
16. Ordering, re-ordering and monitoring of stationery and NHS supplies when required
17. Attend weekly management meetings
18. Ensure leaflets and noticeboards are tidy, organised and up to date in both waiting rooms
19. Manage the stationery cupboard and its stocking levels
20. Assist in the updating of reception protocols and procedures
21. Ensure the reception and front desk area are clean, tidy and organised at all times.
22. Assist with receptionists annual appraisals
23. Supervise all staff to ensure best practice and that all receptionists are following guidelines and procedures.
24. Assist in the provision of induction training and ongoing review
25. Ensure Practice policies are followed and accurate records are kept with particular reference to appointments, messages, visits, post, patient registration, repeat prescriptions, filing systems, births and deaths
26. Liaise with other members of the primary health care team, outside agencies and Practice volunteers as required
27. Ensure General Data Protection Regulation (GDPR) are maintained
28. Regularly review the standard of work of the reception team both collectively and individually and discuss any problems/changes with the team
29. Ensure reception overtime sheets are completed at the appropriate times and are accurate
30. Monitor some areas of QOF and IIF
Patient services
31. Deal with complaints on front desk in accordance with practice complaints procedure.
32. Assist in the maintenance of computerised appointment systems for all services
33. Ensure systems for data management are adequate on a daily basis
Information technology
34. Have full understanding of appointment system
35. Have a working knowledge of all necessary software and hardware
36. Deal with IT problems in the first instance in reception
37. Train staff in the use of any new systems
Building
38. Have a clear understanding of telephone systems, daytime and out of hours
39. Deal with maintenance issues as require
40. Understand security systems Intruder & Fire alarms & CCTV cameras
Person Specification
Experience
Essential
41. Must have experience supervising a team
42. Strong verbal communication skills
43. To be able to demonstrate the ability to lead and motivate teams
44. Demonstrable experience of delivering exceptional customer service
45. Strong skills including Excel and Word
46. Working calmly under pressure and able to multi-task
47. Experience of working directly with patients / customers to be the first point of contact
48. Demonstrable experience of team working
49. Strong organisational and time management skills
Desirable
50. Primary Care or NHS experience
51. Use of SystmOne
52. Call centre experience either within or externally to the NHS
53. Experience of rota planning