Job summary We have a fantastic opportunity for someone to join our team as a Deputy Patient Services Manager. You will support our dedicated reception team and lead by example to ensure our patients receive the best possible service from the Practice. We are a CQC outstanding rated practice who believes in delivering high quality primary care services through effective teamwork and constant learning. We are looking for staff who share the same teamworking ethics to join our team. This role is suitable for someone with previous primary care management experience, or someone looking for their first step up in to a management role as we are very willing to train and develop someone with the appropriate passion and drive for this role. If you are someone who likes a varied role and you are enthusiastic, caring and compassionate then apply now We can offer: A comprehensive induction Competitive Salary NHS Pension Support to guide your personal and professional development Excellent training opportunities Main duties of the job To support the patient services manager and the receptionist team by communicating with patients, visitors and practice staff to ensure surgeries run smoothly. You will work closely with the patient services manager to ensure workflow processes are safe and robust. About us We are a 10 partner practice located in Luton and Ampthill, across 4 sites, serving the needs of around 45,000 patients. We are looking for staff who share the same teamworking ethics to join our team.The successful candidate will be joining an innovative and proactive practice. We learn from the past but are always looking to the future. This is true for when we look for new staff as well, your skills and experience will be what make you suitable for this role but we are more interested in your ideas for the future. How you want to develop yourself and how that will improve our practice and the service we offer to our patients. Date posted 24 January 2025 Pay scheme Other Salary Depending on experience Equivalent to Band 4 or 5 - AFC depending on experience Contract Permanent Working pattern Full-time, Part-time Reference number A0676-25-0001 Job locations 9 Liverpool Road Luton LU1 1HH Lea Vale Medical Group 311 Whipperley Ring Luton LU1 5QY Bushmead Medical Centre 131 Bushmead Road Luton LU2 7YT Job description Job responsibilities Reception staff leadership Work in collaboration with senior staff to ensure workflow processes are safe and robust Work with the Patient Services Manager to ensure all staff rotas are covered throughout the week Lead by example in the navigation centres and front desks, depending on cover required The success of our practice is down to our amazing workforce. Every single new member of staff recruited must share our visions and values, these must then be fostered and developed whilst in our employment. It will be the role of the Deputy Patient Services Manager to support reception staff in their development plans and to deliver on progression objectives Patient appointments and advice (navigation) Become the champion and knowledgeable expert of our Klinik online consultation system, ensuring patient queries are appropriately navigated with relevant appointments or advice provided Training staff on the above Branch cover Provide front desk cover at our Bushmead, Whipperley or Oliver Street branch surgeries when required due to annual leave or sick leave Knowledge of all local, on-site, policies and procedures First line patient communication Support staff with any patient complaints on-site, positively educating patients on how and why practice systems work Admin process management Work with the Patient Services Manager to ensure reception staff are covering all aspects of navigation admin, including klinik, tasks, emails and messages Cover areas that are required PLEASE SEE JOB DESCRIPTION AND PERSON SPECIFICATION FOR FULL DETAILS Job description Job responsibilities Reception staff leadership Work in collaboration with senior staff to ensure workflow processes are safe and robust Work with the Patient Services Manager to ensure all staff rotas are covered throughout the week Lead by example in the navigation centres and front desks, depending on cover required The success of our practice is down to our amazing workforce. Every single new member of staff recruited must share our visions and values, these must then be fostered and developed whilst in our employment. It will be the role of the Deputy Patient Services Manager to support reception staff in their development plans and to deliver on progression objectives Patient appointments and advice (navigation) Become the champion and knowledgeable expert of our Klinik online consultation system, ensuring patient queries are appropriately navigated with relevant appointments or advice provided Training staff on the above Branch cover Provide front desk cover at our Bushmead, Whipperley or Oliver Street branch surgeries when required due to annual leave or sick leave Knowledge of all local, on-site, policies and procedures First line patient communication Support staff with any patient complaints on-site, positively educating patients on how and why practice systems work Admin process management Work with the Patient Services Manager to ensure reception staff are covering all aspects of navigation admin, including klinik, tasks, emails and messages Cover areas that are required PLEASE SEE JOB DESCRIPTION AND PERSON SPECIFICATION FOR FULL DETAILS Person Specification Skills and Abilities Essential Passion for developing self and colleagues Evidence of innovation in previous roles Strong communication skills with evidence of multi-layer communication in the past Multi-tasking Organisation skills Ability to exercise sound judgement when faced with conflicting pressures Experience Essential Primary care experience Line management experience Involvement in patient or customer services Teamworking environments Desirable Complaints management Qualifications Desirable Degree level or equivalent Person Specification Skills and Abilities Essential Passion for developing self and colleagues Evidence of innovation in previous roles Strong communication skills with evidence of multi-layer communication in the past Multi-tasking Organisation skills Ability to exercise sound judgement when faced with conflicting pressures Experience Essential Primary care experience Line management experience Involvement in patient or customer services Teamworking environments Desirable Complaints management Qualifications Desirable Degree level or equivalent 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. Employer details Employer name Lea Vale Medical Group Address 9 Liverpool Road Luton LU1 1HH Employer's website https://www.leavale.nhs.uk/ (Opens in a new tab)