Patient Services Manager

We currentlyhave an exciting opportunity within the practice for a Patient Services Manager. The role is a new role, with the opportunityfor the successful candidate to make the role their own. This will include oversite of a number ofteams and the opportunity to shape patient communications and help improvepatient satisfaction.

Please include in your application why you feel you meet the person specification for this role. You can do this through your application or by emailing a covering letter to in addition to your application through NHS jobs.

Main duties of the job

Main duties of the job - please see job description for full details

Lead and manage administrative teams, including all associated tasks.

Coordination of patient communications including complaints, compliments and patient feedback. Ensuring managed within guidelines and sharing insight.

Manage and oversee the Practices online presence.

IT lead for the practice.

About us

TrowbridgeHealth Centre has approximately 110 staff and is a happy place to work. Thereis a strong team spirit throughout the organisation. We work together to produce the mostefficient processes possible, and every individual is encouraged to be the bestthat they can.

Job responsibilities

REPORTING TO: PracticeManager

HOURS: 37hours per week over five days

Job Summary

Responsible for leading and managingthe patient facing administration teams and overseeing patient communication channels.The role oversees the teams responsible for patient administration, our regularpatient communications through the website, social media and newsletter andmanaging our complaints and compliments process, providing insight into trendsto better inform planning and service offering. The role also acts as the firstpoint of contact for IT issues within the practice, resolving or escalating asneeded.

The main responsibilities of the roleinclude but are not limited to the below:

Lead and manage administrativeteams including appraisals, performance management, training compliance, absencemanagement, recruitment, induction, managing probation periods and leaveplanning.

Coordination ofthe complaints process, ensuring complaints are logged and acknowledged. Workwith the complaints lead to ensure all complaints responded to accordingly.Produce reports, identify trends and share insights.

First point ofcontact for patient queries requiring management involvement.

Log complimentsand ensure shared with relevant staff.

Manage andmaintain the practice website (through our provider) ensuring accuracy andcompliance.

Monitor onlinereviews and take appropriate action.

Produce thepractice newsletter.

Promote andsupport digital access routes for patients.

Support thePatient Participation Group (PPG) in fulfilling their role.

Collate Friendsand Family feedback. Analyse comments, identifytrends and produce reports.

Ensure allprocesses are in line with NHS, ICB and CQC requirements.

Ensure allpatient communications on (screens and notice boards) are up to date andrelevant.

Maintain andupdate all SOPs and policies within areas of responsibility.

Act as thepractice IT lead: be first point of contact for staff, resolve issues wherepossible, and attend IT meetings, reporting back to the management team.

Confidentiality:

While seeking treatment, patientsentrust us with, or allow us to gather, sensitive information in relation totheir health and other matters. They do so in confidence and have the right toexpect that staff will respect their privacy and act appropriately.

In the performance of the dutiesoutlined in this Job Description, the post-holder may have access toconfidential information relating to patients and their carers, Practice staffand other healthcare workers. They may also have access to information relatingto the Practice as a business organisation. All such information from anysource is to be regarded as strictly confidential.

Information relating to patients,carers, colleagues, other healthcare workers or the business of the Practicemay only be divulged to authorised persons in accordance with the Practicepolicies and procedures relating to confidentiality and the protection ofpersonal and sensitive data.

To monitor service provision to ensure thatservices are being delivered in line with contract.

Equality and Diversity:

The post-holderwill support the equality, diversity and rights of patients, carers andcolleagues, to include:

Acting in a way that recognises theimportance of peoples rights, interpreting them in a way that is consistentwith Practice procedures and policies, and current legislation.

Respecting the privacy, dignity,needs and beliefs of patients, carers and colleagues.

Behaving in a manner which iswelcoming to and of the individual, is non-judgmental and respects theircircumstances, feelings priorities and rights.

Personal/ProfessionalDevelopment:

The post-holderwill participate in any training programme implemented by the Practice as partof this employment, such training to include:

Participation in an annual individualperformance review, including taking responsibility for maintaining a record ofown personal and/or professional development

Taking responsibility for owndevelopment, learning and performance and demonstrating skills and activitiesto others who are undertaking similar work.

Quality:

The post-holder will strive tomaintain quality within the Practice, and will:

Alert other team members to issues ofquality and risk

Assess own performance and takeaccountability for own actions, either directly or under supervision

Contribute to the effectiveness ofthe team by reflecting on own and team activities and making suggestions onways to improve and enhance the teams performance

Work effectively with individuals inother agencies to meet patients needs

Effectively manage own time, workloadand resources.

Communication:

The post-holdershould recognise the importance of effective communication within the team andwill strive to:

Communicate effectively with otherteam members

Communicate effectively with patientsand carers

Recognise peoples needs foralternative methods of communication and respond accordingly.

Contribution to theImplementation of Services:

The post-holder will:

Apply Practice policies, standardsand guidance

Discuss with other members of theteam how the policies, standards and guidelines will affect own work

Participate in audit whereappropriate.

Health and Safety:

It is the responsibility of allemployees to work with managers to achieve a safe environment, and to takereasonable care of themselves and others.

Changes to this JobDescription:

The duties and responsibilitiesoutlined in this list are neither definitive nor restrictive and may change indetail from time to time as the post develops to meet the changing needs of thesurgery.

You may be asked to completeadditional tasks or take on new tasks as deemed appropriate.

Pre-employmentchecks will be completed on successful applicants

Person Specification Personal attributes

• Personal attributes
• -Ability to work as part of a team or independently.
• -Excellent communication skills (written, verbal and telephone)
• -Strong team management skills.
• -Strong leadership qualities.
• -Flexible, adaptable and solutions focused.
• -Ability to work under pressure.
• -Ability to follow set processes and procedures.
• -Ability to use own initiative when required.
• -High levels of integrity, discretion and confidentiality.
• -Able to handle sensitive situations with empathy and professionalism.
• -Willingness to learn and attend training as required for the role.
• -Self-motivated and proactive.

Qualifications

• GCSE grade C/4 or above in English

Experience

• Experience of dealing with the public, in person, on the phone and via written correspondence.
• Experience of dealing with complaints.
• Strong IT skills including Microsoft Office and ability to learn new systems.
• Line Management experience of a team for at least two years.
• Experience of working in Primary Care or a patient facing role.
• Knowledge of IT systems used in primary care including SystmOne.
• Experience of managing websites and/or social media.

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.