To be responsible for the efficient management and direction of the Patient Advisor and Care Navigation teams, ensuring all duties are performed effectively and to the required standard, meeting the objectives of the practice. Support the management team in promoting ED&I, SHEF, Quality & CI, Confidentiality, Collaborative Working, Service Delivery, Learning and Development and carry out other duties as directed by the management team. Key Responsibilities: The following are the core responsibilities of the Deputy Patient Service Manager. There may be on occasion, a requirement to carry out other tasks; this will be dependent upon factors such as workload and staffing levels: Overseeing the reception services of the practice, ensuring staff achieve their primary responsibilities Ensuring compliance with CQC regulations and standards Direct line management of the following staff: Patient Advisor, Care Navigators and Team Leaders Supporting staff development, providing guidance and direction, ensuring staff are up to date with mandatory training Completing staff appraisals as required Overseeing reception staff rotas Implementing effective systems for the resolution of disciplinary and grievance issues, maintaining an overview of staff welfare Coordinating the reviewing and updating of all relevant practice policies and procedures Leading change and continuous improvement initiatives Coordinating and leading the compilation of practice reports and the practice development plan (PDP) Developing, implementing and embedding an effective communication strategy (internal and external) Actively encouraging and promoting the use of patient online services Liaising at external meetings as required Supporting the management of the Patient Participation Group The management of the premises, including health and safety aspects such as risk assessments and mandatory training Ensuring staff have the appropriate level of training to enable them to carry out their individual roles and responsibilities effectively Coordinate the provision of temporary reception staff ensuring sufficient cover is provided for periods of leave and other staff absences Develop, implement and embed efficient reception processes and procedures. Maintain an effective appointment system for all services Coordinate the provision of temporary reception staff ensuring sufficient cover is provided for periods of leave and other staff absences Manage all deliveries to the practice, ensuring adherence to the cold chain policy as necessary Support the Patient Service Manager in ensuring Health and Safety compliance throughout all sites is being adhered to Partake in audit as directed by the audit lead Act as building fire Marshall, ensuring evacuation lists are current and that the visitors log is used appropriately General To undertake any other duties commensurate with the post and to react to statutory, legislative and NHS policy within the scope of the role. To ensure Health and Safety compliance in line with current legislation. To be accountable for Health and Safety on site, by delegating effectively and monitoring the activities of those responsible for Fire, COSHH, Incident Control, Security etc. To adhere to the practice policy on equality and diversity and ensure that all colleagues, patients and members of the public are treated with dignity and respect. To observe confidentiality of patient and practice information at all times and adhere to the practice policies in relation to data and information. This job description is not exhaustive and other duties may be assigned. Key Skills: Excellent communication skills (written and oral) Clear, polite and telephone manner Strong IT skills Competent in the use of Office and Outlook Systmone clinical system user skills (desirable) Effective time management (Planning & Organising) Ability to work as a team member and autonomously Good interpersonal skills Problem solving & analytical skills Ability to follow policy and procedure Ability to work under pressure with a calm composure Sensitive and empathetic in distressing situations High levels of integrity and loyalty