Patient Services Manager

Job Description

4 days a week: Circa 28-32hrs: 08.00 to 17.00

Occasional early start or out-of-hours attendance may be required.

SALARY: Negotiable based on experience

From circa £28,000 to £32,000 FTE pro-rata to hours

Job Summary:

Working as part of the management team to ensure the smooth running of the Patient services element of the Practice. Collaborating closely with other managers, supervisors, team leaders and clinical staff to ensure that the patient Services element of the practice runs efficiently and effectively for patients, Partners, and staff.

Key Responsibilities:

• Provide leadership, guidance, oversight, and support to Moss Healthcare’s Data Quality Team (Administration, Secretaries, Care Coordinators) & Reception Team.
• Support both teams in their day-to-day work ensuring all work is completed effectively, efficiently and to the highest standard.
• Support the identification and development of efficient, effective ways of working between the Reception & Admin teams to ensure the absolute best patient experience.
• Ensure that both teams work collaboratively and effectively with all other departments at Moss Healthcare.
• Take ownership and support the team in resolving any non-standard patient requests or pieces of work, ensuring that the latest guidance is understood and applied.
• Support the production of both Clinical rotas and staff rotas, leading the process when required (therefore a good understanding of Systm1 is essential).
• Support team workload: Have a "hands on" approach to the teams’ workload, getting involved in the completion of tasks as demand requires.

HR/ Personnel/ Staffing:

• Be the first line of enquiry for any Staff related issues with the teams, including holiday approval, sick absence cover.
• Provide induction training/ support for new staff.
• Maintain relevant staff training records ensuring that any new training requirements are identified and successfully implemented.
• Support and lead the staff appraisal process, organising dates and paperwork as required.
• Support staff recruitment as required in conjunction with the Operations Manager/ Business Manager.

Patients:

• Lead the practices Patient Participation Group (PPG) including attendance at quarterly PPG meetings (this may require occasional evening work).
• Be the first line of enquiry for any patient complaints and support the Operations Manager in the handling and resolution of any patient complaints that go beyond first contact.
• Ensure that patient information noticeboards and leaflets are up to date.
• Ensure that patient information on any social media & the practice web site is up to date.

Data, Claims & Information Technology

• Have a good grasp of Systm1 and other practice systems (e.g. TeamNet).
• Have a working knowledge of all software and hardware including the phone system.
• Understand the tasks that the Data Quality Team & Medical secretaries complete, including some of the following: Referrals, clinical coding, summarising, Patient record management, Data Quality, Claims, Reporting,
• Understand the tasks that the Reception team complete, including call handing and patient queries.

Other

• Undertake other tasks as required to assist the smooth running of the practice.
• Any other additional projects or tasks required depending on practice needs.

This Job Description is neither exhaustive nor exclusive and will be reviewed periodically in conjunction with the post holder. The post holder will be required to carry out any duties that may reasonably be requested by other senior members of the team including Partners.

In addition to the above the post holder would be expected to work

with the following practice policy framework: –

Job Type: Part-time

Pay: £28,000.00-£32,000.00 per year

Expected hours: 28 – 30 per week

Benefits:

• Company pension
• Employee discount
• Free flu jabs
• Private dental insurance
• Private medical insurance
• Sick pay

Schedule:

• Monday to Friday

Work Location: In person

Application deadline: 30/01/2025
Reference ID: PSM JAN25