Mendip Vale Medical Group are looking for an experienced or aspiring team leader / manager to join our team to support the delivery of safe and effective care to our patients.
Working in conjunction with the Surgery Manager, you will provide day-to-day supervision and management of the Patient Co-ordinator / Admin staff within your span of control. Your role will also be to lead patient initiatives and to ensure that the practice policies and procedures are followed to enable the Surgery to meet its agreed patient-focused aims and objectives within a profitable, efficient, safe, and effective working environment.
As the Patient Services Manager, you will motivate and inspire your team to deliver the highest standards of customer service within your surgery.
The Patient Services Manager will develop good working relationships with:
1. Surgery Managers and the Senior Management Team
2. GP, nurses, and other surgery staff
3. Other local healthcare providers who work with the Surgery
Main duties of the job
The Patient Services Manager is responsible for delivering effective patient care by leading the Patient Co-ordinator and Administrative teams to navigate and signpost patients' care to the most appropriate service/clinician, in line with organisational, local, and national protocols and guidelines.
You will be expected to monitor and review Management Information (MI) (complaints reports, compliments, significant events, patient survey results, performance KPIs) to underpin the competence of the Patient Co-ordinator and Administrative teams, as well as identifying and embedding areas of development to improve team performance and enhance the patient journey.
You will be required to effectively plan and manage staff resources via suitable rota planning and have the ability and willingness to proactively manage patient/workflow demand within an operational capacity during agreed and peak periods, working closely with other Patient Services Managers to facilitate a collaborative, transparent, and knowledge-sharing environment between all Surgeries.
About us
You will be working with a friendly and knowledgeable team, working in conjunction with the Partners and a Surgery Manager on-site to provide day-to-day supervision and management of the Patient Co-ordinator and Admin team and operational service delivery. As a high-achieving and well-organised practice, we embrace a Multi-Disciplinary Team approach to care provision.
The Mendip Vale team works together across several sites in North Somerset, Bristol, and South Glos, looking after around 80,000 patients. Changes made from merging and working more effectively have enabled us to make investments into our buildings, making our estate one of the newest and brightest in the South West.
Job responsibilities
Working in conjunction with the Surgery Manager, you will provide day-to-day supervision and management of the Patient Co-ordinator / Admin / Dispensary staff within your span of control. Your role will also be to lead patient initiatives and to ensure that the practice policies and procedures are followed to enable the Surgery to meet its agreed patient-focused aims and objectives within a profitable, efficient, safe, and effective working environment. As the Patient Services Manager, you will motivate and inspire your team to deliver the highest standards of customer service within your surgery.
Key Responsibilities:
1. To deliver effective patient care by leading the Patient Co-ordinator and administrative teams to navigate and signpost patients' care to the most appropriate service/clinician, in line with organisational, local, and national protocols and guidelines.
2. Develop, motivate, and coach team members to maintain up-to-date knowledge of systems and processes in order to deliver administrative and organisational KPIs.
3. Use key Management Information (MI) (complaints reports, compliments, significant events, patient survey results, performance KPIs) to improve team performance and enhance the patient journey.
4. Effectively plan and manage staff resources via suitable rota planning, with an ability and willingness to proactively manage patient/workflow demand within an operational capacity during agreed and peak periods.
5. Responsible for implementing and managing stage 1 complaints.
6. To work closely with other Patient Services Managers to facilitate a collaborative, transparent, and knowledge-sharing environment between all Surgeries.
7. To manage all relevant policies and procedures to maximise income across the Surgery.
Other Responsibilities:
1. To support the delivery of performance targets and KPIs and ensure these are understood by your team within the Surgery.
2. To manage staff resources and daily work allocation of the team to ensure SLAs are delivered in a timely manner for all face-to-face, telephone, and administrative tasks.
3. To ensure all key employment policies are implemented.
4. To carry out staff appraisals for direct line reports under the supervision of the Surgery Manager and support personal development plans to ensure that training and development opportunities are made available for their teams within the post holder's span of control.
5. To ensure regular communication updates are understood by the staff in the Surgery.
6. To investigate complaints, concerns, and incidents with clinical and admin team members, working with the Surgery Manager to resolve them in an effective and timely way.
7. To understand the organisations governance and risk policies and procedures within the Surgery, bringing to the attention of the Surgery Manager any areas of concern.
8. To have an awareness of Surgery integration within the wider organisation and the delivery of services underpinned by organisational ethos and values.
9. To support the delivery of change to both the service and the structure of the Surgery.
10. To undertake any other duties commensurate with the post holder's role as agreed with the Practice Management team.
11. Attending training and events organised by the Surgery or other agencies, where appropriate.
Person Specification
Qualifications
* NVQ3 or equivalent in Management or ILM qualification (or equivalent experience).
* Sound educational background (Min Maths & English GCSEs, grade C or above).
* Evidence of continued learning/personal development in relevant field.
* Education to Masters level or equivalent experience.
Experience
* Understanding of the service delivery plan and an ability to implement within a team.
* Ability to cope and manage rapid and sustained change.
* Ability to represent the organisation at an operational level.
* Ability to manage time and achieve deadlines.
* Excellent communication skills, both oral and written, with an ability to present information clearly and succinctly.
* Ability to foster and maintain positive working relationships with a wide range of people.
* Ability to review data and reports, translating them into a service delivery plan.
Other Requirements
* Patient-focused and compassionate about the delivery of safe and effective care.
* Ability to demonstrate commitment to Mendip Vale's ethos and values.
* Positive attitude, self-motivated, and able to motivate others.
* Credibility with clinicians and managers able to gain respect, trust, and cooperation quickly.
* Resilient and flexible to meet service needs.
* Self-aware and diplomatic.
* Ability to work across sites and travel to attend meetings/training/support in other locations in the interests of MVMG as required.
* Ability to attend meetings outside core hours as required.
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.
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