Patient Services ManagerNHS

Job summary

We are a large GP Practice with 18,000 patients over 2 sites, seeking an experienced GP surgery Patient Services / Reception Manager to join our friendly team at our surgery in Wimborne, Dorset.

The successful candidate will have excellent managerial, interpersonal and communication skills along with strong HR and IT skills; and be a great team-leader with a can-do attitude. Excellent telephone and administration skills and the ability to work under pressure whilst leading and supporting our team are essential. NHS or medical/healthcare experience essential. They will be responsible for leading around 20 reception staff (including Care Navigators and Personal Assistants) carrying out appraisals, training and development and holding regular 1:1 and team meetings. The post reports into our Strategy and Performance Manager and will work closely with them in focussing on staff development, process improvements and patient access

Main duties of the job

HR TRAINING and DEVELOPMENT DUTIES

Support, train, develop and line-manage all Care Navigators, Personal Assistants, Secretaries and Branch Site Senior Administrator. This will include: appraisals, return to work interviews, holiday and sickness authorisations, and ensuring IT records and personnel files are up to date. Also dealing with performance management issues if arising.

Lead on delivering training for new and existing reception staff, including carrying out training either in 1 to 1s or groups, updating training records and ensuring compliance with mandatory training and training matrix

Support the Strategy and Performance Manager with the recruitment of reception staff

MANAGEMENT DUTIES

Maintain a daily visible, accessible presence in reception, and be a day-to-day point of contact for queries

Work with the other managers to ensure senior coverorcontact pointfor both admin and clinical staff in reception

Hold or delegate daily daily, weekly and monthly briefings with reception staff

Work closely with the Strategy and Performance Manager to understand and embed new processes and IT development; as well as pro-active monitoring and management of longer-term clinical gaps or seasonal impacts etc

Deputise for the Strategy and Performance Manager

OPERATIONAL DUTIES

Work closely on a daily basis with senior reception staff to ensure other duties are carried out as per attached job description.

Job description

Main duties of the job

HR TRAINING and DEVELOPMENT DUTIES

Support, train, develop and line-manage all Care Navigators, Personal Assistants, Secretaries and Branch Site Senior Administrator. This will include: appraisals, return to work interviews, holiday and sickness authorisations, and ensuring IT records and personnel files are up to date. Also dealing with performance management issues if arising.

Lead on delivering training for new and existing reception staff, including carrying out training either in 1 to 1s or groups, updating training records and ensuring compliance with mandatory training and training matrix

Support the Strategy and Performance Manager with the recruitment of reception staff

MANAGEMENT DUTIES

Maintain a daily visible, accessible presence in reception, and be a day-to-day point of contact for queries

Work with the other managers to ensure senior coverorcontact pointfor both admin and clinical staff in reception

Hold or delegate daily daily, weekly and monthly briefings with reception staff

Work closely with the Strategy and Performance Manager to understand and embed new processes and IT development; as well as pro-active monitoring and management of longer-term clinical gaps or seasonal impacts etc

Deputise for the Strategy and Performance Manager

OPERATIONAL DUTIES

Work closely on a daily basis with senior reception staff to ensure other duties are carried out as per attached job description.

About us

The surgery has high levels of patient satisfaction and a pleasant working environment. We have modernised our patient IT systems with a new phone system and improved online access methods