We are looking for a Patient Services Manager to join our team. This is a new role which has become necessary due to increases in demand on our services and patient numbers.
You would be responsible for all non-clinical patient-facing processes. We are seeking someone to oversee the Patient Services (Reception) Team, acting as the first point of contact for patient queries and on-the-spot complaints.
About You:
* Experience managing teams in a healthcare or customer service environment
* Excellent interpersonal and communication skills
* Strong organisational and IT skills, with experience using clinical systems (desirable)
* Ability to handle sensitive information with discretion
* A proactive problem-solver, able to work calmly under pressure
* Experience dealing with medication requests (desirable)
* Committed to personal development and supporting team growth
Main duties of the job
* Manage the patient appointment and triage booking systems
* Handle patient registrations, amendments, and deductions
* Act as first point of contact for patient complaints
* Lead, manage, and develop the Patient Services Team, including inductions, rotas, HR record-keeping, and performance management
* Oversee patient communication channels, including Accurx, telephone systems, and reception services
* Identify improvements and support within the team
* Ensure IT systems and practice processes run efficiently
* Liaise with external agencies regarding building and operational issues
* Promote confidentiality, equality, and health & safety standards
About us
We are a friendly, forward-thinking practice in Rhosllanerchrugog, near Wrexham, Oswestry, and Chester. We are an inclusive employer committed to excellent patient care. Our team includes GP Partners, salaried GPs, nurses, HCA & Phlebotomist, Deputy Practice Manager, and reception/admin staff. Our location in a shared Health Board building facilitates excellent communication with other health services.
Benefits include NHS pension, on-site parking, a competitive salary, and a supportive team environment.
Job responsibilities
* Manage appointment system, monitor availability, and ensure proper booking
* Maintain the appointment system and perform ad hoc changes
* Handle patient complaints per Practice procedures
* Manage patient registrations and updates, ensuring accurate records
* Address internal and external queries regarding registrations
* Monitor team workflow and ensure timely task completion
* Manage contacts via Accurx in line with policy
* Manage medication requests efficiently
Staff Management
* Provide leadership for the Patient Services Team
* Conduct inductions, performance management, and training
* Ensure adherence to practice policies
* Maintain HR records and staff rotas
* Coordinate with Practice Manager on staffing and organization
* Liaise with primary healthcare team and external agencies
Additional responsibilities
* Understand clinical system aspects related to appointments and registrations
* Maintain knowledge of all practice software and hardware
* Understand security systems, including alarms and CCTV
* Perform fire warden duties
* Coordinate with BCU Estates on building issues
* Ensure communication systems operate smoothly
* Produce and maintain procedures manual
* Manage paperwork, including mail handling
Person Specification
Qualifications
* GCSE grade A to C in English and Maths
Experience
* Minimum 2 years in a reception or management role in healthcare or customer service
* HR experience
* Care and compassion
* Strong organisational and multitasking skills
* Experience in a GP practice
* Team management experience
* Prescription management experience
* Welsh language skills (desirable)
Disclosure and Barring Service Check
This post requires a DBS check due to the Rehabilitation of Offenders Act (Exceptions Order) 1975.
Salary ranges from £28,000 to £32,000 FTE, depending on experience.
#J-18808-Ljbffr