Job summary
As a Member Services Project Managerat Trust Primary Care Ltd, you will play a pivotal role in ensuring the implementationand delivery of high-quality services to our 16-member General Practices acrossBradford. You will be responsible for overseeing all aspects of member services,ensuring a seamless experience for our members while maintaining compliancewith NHS regulations and standards. The Project Manager for Member Services willlead service design and delivery projects, providing guidance, support, andtraining to ensure exceptional service delivery and successful implementation.
Main duties of the job
1. Service Development and Implementation
2. Compliance and Quality Assurance
3. Stakeholder Engagement
4. Training and Development
About us
TrustPrimary Care Ltd (TPC) is a federation of 16 local GP practices located in andaround Bradford. Our aim is to shape the future of primary care, delivering thehighest quality healthcare services to the people of the city, providing localaccess points for a developing range of core and non-core services.
Our NHSis changing. At TPC, we are working together to meet the challenges ofproviding high quality primary care services alongside this evolving carelandscape. Each member practice retains total independence whilst collaboratingin the further development of local primary care services. The objective is toput our patients at the heart of everything we do, maximising availableresources and skills to ensure we provide a relevant and responsive servicedesigned around what people really need. TPC is all about sustaining excellencein primary care in the long-term to the benefit of all our user groups.
TPC isnow further developing its organisational infra structure and responding to newservice development and member support further supportour members, we have created a new Project Manager role to work with them todevelop and deliver services that will improve their efficiencies andcompliance.
Job description
Job responsibilities
Key Responsibilities:
1. Service Development and Implementation
Collaborate with cross-functional teams to identify opportunities for service improvement and develop innovative solutions to enhance the member experience.
Lead the development and implementation of organisational service initiatives, ensuring alignment with NHS regulations, policies, and standards.
Monitor the effectiveness of new initiatives through data analysis and feedback mechanisms, adjusting as necessary to optimise outcomes.
Develop and implement services to enhance member satisfaction and retention.
Oversee the day-to-day operations of member services, ensuring timely and accurate response to member inquiries, complaints, and feedback.
Monitor service levels and key performance indicators (KPIs) to identify areas for improvement and implement action plans accordingly.
2. Compliance and Quality Assurance
Ensure compliance with NHS regulations, policies, and standards related to member services.
Implement quality assurance processes to maintain high standards of service delivery and data accuracy.
Conduct regular audits and reviews to identify gaps and opportunities for improvement.
3. Stakeholder Engagement
Build and maintain positive relationships with member stakeholders, including clinical teams, administrative staff, and senior management.
Collaborate with other departments to streamline processes and improve the overall member experience.
Represent the member services department in meetings, committees, and working groups as required.
4. Training and Development
Develop and deliver training programs for member staff to enhance their skills, knowledge, and understanding of the newly developed and implemented services.
Stay abreast of changes in NHS regulations and policies, providing updates and guidance to the team as necessary.
Confidentiality
Employees entrust us with, or allow us to gather, sensitive information in relation to their employment and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately. In the performance of the duties outlined in this job description, the post-holder may have access to confidential information relating to patients and their carers, TPC staff and other healthcare workers. They may also have access to information relating to TPC as a business organisation. All such information from any source is to be regarded as strictly confidential.
Information relating to patients, carers, colleagues, other healthcare workers or the business of collaborating organisations may only be divulged to authorised persons in accordance with TPCs policies and procedures relating to confidentiality and the protection of personal and sensitive data.
Health & safety
The post-holder will implement and lead on the full range of promotion and management of their own and others health, safety and security as defined in TPCs health & safety policy, health & safety manual, and infection control policy and published procedures. This will include (but will not be limited to):
1. Ensure they adhere to their individual responsibilities for infection control and health and safety.
2. Maintain an up-to-date knowledge of health and safety and infection control statutory and best practice guidelines.
3. Using personal security systems within the workplace according to TPC guidelines.
4. Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks across the business.
5. Making effective use of training to update knowledge and skills.
6. Using appropriate infection control procedures, maintaining work areas in a tidy and safe way free from hazards, and initiation of remedial/corrective action where needed.
7. Actively identifying, reporting, and correction of health and safety hazards and infection hazards immediately when recognised.
8. Keeping own work areas and general/patient areas generally clean, identifying issues and hazards/risks in relation to other work areas within the business, and assuming responsibility in the maintenance of general standards of cleanliness across the organisation.
9. Undertaking periodic infection control training (minimum annually).
10. Routine management of own team/team areas, and maintenance of workspace standards.
11. Demonstrate due regard for safeguarding and promoting the welfare of children.
Equality and diversity
The post-holder will support the equality, diversity and rights of patients, carers, and colleagues, to include:
12. Acting in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with TPC procedures and policies, and current legislation.
13. Respecting the privacy, dignity, needs and beliefs of patients, carers, and colleagues.
14. Behaving in a manner that is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings, priorities, and rights.
Personal/professional development
The post-holder will participate in any training programme implemented by TPC as part of this employment, such training, and responsibilities to include:
To be responsible for the self-development of skills and competencies through participation in training and development activities and maintain up to date technical and professional knowledge relevant to the post.
To undertake any identified training and development related to the post and undertake statutory and mandatory training as deemed appropriate by TPC.
15. Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development.
16. Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work.
Quality
The post-holder will strive to maintain quality within TPC, and will:
17. Alert other team members to issues of quality and risk.
18. Assess own performance and take accountability for own actions, either directly or under supervision.
19. Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the teams performance.
20. Work effectively with individuals in other agencies to meet patients needs.
21. Effectively manage own time, workload, and resources.
Communication
The post-holder should recognise the importance of effective communication within the team and will strive to:
22. Communicate effectively with other team members.
23. Communicate effectively with patients and carers.
24. Recognise peoples needs for alternative methods of communication and respond accordingly.
Development
The post-holder will engage and participate in any opportunities arising within the development and expansion of the organisation.
Flexibility
This job description is not intended to be exhaustive. The post-holder will be expected to adopt a flexible attitude towards the duties outlined which may be subject to amendment at any time in line with the needs of the organisation. The post holder may be required to fulfil other duties, as agreed with their line managers, to meet the needs of the organisation. This will involve travel to other sites within the organisation.
Qualifications and Experience
25. Desirable to hold a bachelors degree in healthcare administration, business administration, or related field.
26. Previous experience in a managerial or supervisory role within a general practice, healthcare, or customer service setting.
27. In-depth knowledge of NHS regulations, policies, and procedures related to general practice activities pertaining to development of member services.
28. Strong leadership, communication, and interpersonal skills.
29. Proven ability to manage and prioritise tasks and meet deadlines in a fast-paced environment.
30. Excellent problem-solving skills and attention to detail.
31. Proficiency in Microsoft Office Suite and ability to work with software solutions, GP TeamNet.