Patient Services Manager

Job summary

Montpelier Health is recruiting for a forward-thinking, dynamic Patient Services Manager to join our established management team, supporting the Practice Manager to deliver an excellent patient experience.

Main duties of the job

The Patient Services Manager reports directly to the Practice Manager and is responsible for supporting them in ensuring the smooth daily running of the patient-facing services through robust, patient-care focused management

To be responsible for the leadership and management of the Health Navigation team

To work with the Practice Manager to ensure that the Practice complies with a range of regulatory and statutory requirements

The Patient Services Manager will have responsibility for developing and implementing all policies and procedures in relation to the PPG and Complaints service

Respond in a timely fashion to all complaints received into the practice and manage the accurate and detailed recording of each complaint, acknowledgement and practice response

To work with the management team to optimise the efficiency of the patient journey whilst maintaining excellent quality of care

The Patient Services Manager will oversee CQC-related work, specific to their role

About us

Montpelier is diverse, Montpelier is inclusive, Montpelier is collaborative, Montpelier is compassionate.

If you have a passion for delivering outstanding service to a diverse, inner-city population, then look no further than Montpelier Health, where inclusivity is encouraged and celebrated.

We believe that working collaboratively is key to offering the best possible service and you will always have a voice in being able to shape change at Montpelier. Compassionate, front line primary care is what we offer, with an ability to really make a difference and Partners who are visible, present, lead from the front and will listen to you.

If you believe in our values as much as we do, then reach out to Montpelier Health and take us up on this exciting opportunity.

Job descriptionJob responsibilities

Job Responsibilities

Information, Performance and Quality Management

Prepare staff rotas for up to four weeks in advance, liaising with the Lead Health Navigators and/or Operations Manager in the event of any staffing problems

Undertake annual appraisals for all team members to ensure they are engaged and supported to enable them to perform their roles appropriately

Undertake annual appraisals for all team members to ensure they are engaged and supported to enable them to perform their roles appropriately

Monitoring staff performance and providing support and guidance to ensure expected levels are reached, taking appropriate action in line with the practice disciplinary procedure as necessary

Forming part of the Lead Health Navigator rota where appropriate, to ensure supervision coverage on early/late shifts Monday-Friday

Management of all absence within the department, including maintaining accurate records, holding Return to Work interviews and ensuring the workload is managed effectively

Facilitate regular departmental meetings to ensure all members of the department are updated on changes across the health centre and have an opportunity to participate in open discussions

Ensure all key tasks within the Reception Department are completed, and all relevant timescales are achieved:

• Phone calls, eConsults and emails coming into the health centre are managed effectively and within designated timeframes
• Patients and visitors arriving at the front desk are dealt with in a timely, efficient and courteous manner at all times.
• Appropriate prescription requests are dealt with in accordance with the Prescribing protocol, and all other prescription queries & requests are redirected to the Meds Management & Prescriptions Team effectively
• Act as the first point of contact for any reception-based complaints, ensuring the Reception team is supported when dealing with dissatisfied patients and complex queries. Escalating to the Operations Manager when/if the complaint cannot be resolved

Ensure appropriate use of CPCS referrals and note rejections, identifying areas for improvement and escalating invalid rejections to Clinical Pharmacist Lead

Draft and update protocols relevant to Reception functions

To provide any reports and data to the Practice Manager and Partners upon request

To complete any ad-hoc projects set by the Practice Manager and Partners upon request

Manage the Patient Participation Group, with responsibility for all communication, meetings and minute-taking

Responsibility for the Complaint Handling process, demonstrating an attitude which respects and values patients and their relatives and carers, whilst providing advice to complainants to facilitate their use of complaint procedures

Organisational

To work with the Practice Manager to develop operational practice protocols and procedures, and to ensure that these are reviewed and updated on a regular basis

To support the Practice Manager in preparing for any external inspections of the practice

To be involved with the development of policies to meet CQC regulations

To oversee the maintenance and updating of operational policies and procedures

To work closely with the Practice Manager to meet quality indicators and targets

To ensure that each component element of service provision is aligned to meet patient demand

To support and investigate significant events as appropriate for Health Navigation staff or significant events that affect workflow

To coordinate leave requests to ensure consistency of approach and to maintain service provision for the operational team

In conjunction with the Practice Manager, to encourage all staff to be flexible when cover requests are made and ensure cover is arranged in an equal and fair manner

Person SpecificationQualificationsEssential

• Good standard of general education to degree or by experience.

Desirable

• Qualification in Management or Supervisory management
• Continuous professional development

SkillsEssential

• Good numeracy skills
• Able to understand and anticipate the needs of customers and identify solutions to meet the practice objective of continuous improvement in the service
• Excellent communication skills, including the ability to listen, to discuss and to inform clearly; ability to record in writing both clearly and accurately; ability to produce reports
• Intelligent, clear thinking and analytical
• Able to take an overview, prioritise effectively and plan strategically
• Ability to make decisions, use own initiative and be innovative.
• Self-motivated, reliable and dedicated
• Ability to work under pressure
• Well organised with good time management skills, leadership and delegation skills
• Ability to relate to people and build effective working relationships within and across teams
• Flexible working attitude
• Able to work as part of a team, to promote good team spirit and to be sensitive and assertive as appropriate
• Able to manage conflict

Desirable

• Ability to keep informed
• Able to provide support and cross cover at most levels

ExperienceEssential

• Previous experience in a similar job role
• Previous supervisory or management
• experience
• Training staff
• Previous NHS Experience

Desirable

• Previous experience in a General Practice
• Experience in using clinical systems such as EMIS

Knowledge and experienceEssential

• Experience of working in the NHS
• Excellent management and IT skills
• Experience of personnel issues including recruitment, training and supervision
• Experience of clerical and administrative work including setting up new systems and managing change
• Considerable experience of delivering an excellent service to customers in a pressurised environment
• Understanding of QoF, GDPR (IG) and CQC standards

Desirable

• Experience in working in primary care
• Good knowledge of Clinical systems such as EMIS - ability to train other members of staff on this

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.

Pay: £35,000.00-£40,000.00 per year

Benefits:

• Company pension
• Cycle to work scheme
• Enhanced maternity leave
• Enhanced paternity leave
• On-site parking
• Sick pay

Ability to commute/relocate:

• Bristol BS6 5PT: reliably commute or be willing to relocate with an employer-provided relocation package (preferred)

Work Location: In person