Job summary The Patient Services Manager is responsible for the day-to-day management of the clinical and non-clinical capacity ensuring the service is appropriately staffed at all times. You will be responsible for urgent, non-urgent rotas as well as care to frail/elderly. You will provide navigation and co-ordination of care and support across the sites. You will be responsible for the non-clinical rotas to ensure we are staffed at key times to conduct timely roles. You will work closely with the Patient Services Managers and Officers, Operational Team and the Leadership Team. Patient Services Manager will be responsible to ensure and promote a positive, fair, innovative and safe working environment for staff at all levels. You would think quickly to troubleshoot if required to resolve any issues. Patient Services Manager will support the Operations Team to develop positive and effective working relationships and communication between Contact Centre and Sites and between BIGA Teams. Main duties of the job Please See attached Job Description of the over view of the role. Some of the main duties will be Lead and develop a culture where safe and high-quality patient care is consistently delivered. Responsible for the delivery of urgent, non-urgent care service, including frail/elderly throughout the organisation. Work with Patient Services Team Leaders to ensure clinical and care navigation staffing are always rostered appropriately across all sites including EA. Work with Senior Leadership Team to develop and sustain capacity and capability within the Acute Care Team as well as Long Term Conditions and Care Home. Act to manage and direct services to ensure patient care is delivered to a consistently high standard. Build and maintain effective relationships with clinical staff, managers, and the Executive team to successfully develop clinical services utilising the most up to date practice methodologies. Co-ordinate team workload initiating or delegating duties to the clinical team. Plan, co-ordinate and evaluate the care delivery, acting as an interface between non-urgent and urgent care to ensure patients are treated by the most appropriate clinician at the appropriate time. About us SHP Vision Statement: To provide person-centred care at the heart of the community. Mission Statement: Solihull Healthcare Partnership aims to be the provider of choice in delivering holistic care to our neighbourhood. H onest - We practice and encourage open and honest communication, acting with integrity in all that we do. E xcellence - We strive to achieve the highest standards in the care we deliver and enable our team to create an environment that encourages excellence. A ccountable - We take personal and collective responsibility for our actions and the way we deliver care. R espectful - We engage with our team, our patients and our community with respect, providing kind and compassionate person-centred care. T ransformational - We are committed to continually improving our standards, working with the community, being responsive and adapting to the changing needs of the neighbourhood Please note that all applicants must have the right to work in the UK. A full UK driving license is essential. The role may be subject to DBS checks. Date posted 06 February 2025 Pay scheme Other Salary £36,575.50 to £39,799.50 a year Contract Permanent Working pattern Full-time, Flexible working Reference number A0040-25-0008 Job locations Shirley Medical Centre 8 Union Road Shirley B90 3DT Job description Job responsibilities To organise and attend meetings with clinical and non-clinical team members to review service delivery, provide updates and information and enable the sharing of good practice and development of good working relationships, etc. Ensure that all services and practices comply with Care Quality Commission, ICB, legislative and all other key quality and service requirements and standards. Support the Operational Team in the implementation of the aims and objectives at site level in relation to patient services. Support the Operational Team as required in overseeing the business estates strategy at site level You must be passionate about building a strong team to always deliver a high quality of service. Co-ordinating our customer-facing and behind the scenes operations, you will ensure patients enjoy a great experience every day. You will have delegated responsibility for the management of identified personnel, resources and projects, and will ensure those resources are managed efficiently and effectively, adjusting plans and moving resources as and when necessary. You will be part of the practice management team. As well as patients, you will be contributing regularly to the wider team, not only in staff meetings but also in supporting the management team in public relations, being the practice representative at patient participation group meetings. You will be responsible for dealing with concerns and complaints under supervision from the Head of Operations or Management Team where necessary You will be able to manage your own workload, being an efficient supervisor and organiser. You will be accountable to the managing partners by reporting to and working with the Head of Operations. This role also ensures health and safety guidelines are adhered to and that building maintenance and building issues are supported. Solihull Healthcare Partnership is passionate about our patients and our team. We will work with you to help you grow in your role and take your career in the direction you want to go. We will help you be the best you can be. Undertake all other duties identified as considered commensurate with your role as it develops or evolves with time. Job description Job responsibilities To organise and attend meetings with clinical and non-clinical team members to review service delivery, provide updates and information and enable the sharing of good practice and development of good working relationships, etc. Ensure that all services and practices comply with Care Quality Commission, ICB, legislative and all other key quality and service requirements and standards. Support the Operational Team in the implementation of the aims and objectives at site level in relation to patient services. Support the Operational Team as required in overseeing the business estates strategy at site level You must be passionate about building a strong team to always deliver a high quality of service. Co-ordinating our customer-facing and behind the scenes operations, you will ensure patients enjoy a great experience every day. You will have delegated responsibility for the management of identified personnel, resources and projects, and will ensure those resources are managed efficiently and effectively, adjusting plans and moving resources as and when necessary. You will be part of the practice management team. As well as patients, you will be contributing regularly to the wider team, not only in staff meetings but also in supporting the management team in public relations, being the practice representative at patient participation group meetings. You will be responsible for dealing with concerns and complaints under supervision from the Head of Operations or Management Team where necessary You will be able to manage your own workload, being an efficient supervisor and organiser. You will be accountable to the managing partners by reporting to and working with the Head of Operations. This role also ensures health and safety guidelines are adhered to and that building maintenance and building issues are supported. Solihull Healthcare Partnership is passionate about our patients and our team. We will work with you to help you grow in your role and take your career in the direction you want to go. We will help you be the best you can be. Undertake all other duties identified as considered commensurate with your role as it develops or evolves with time. Person Specification Experience Essential A minimum of 2 years operational management experience in a NHS/private healthcare setting Significant experience of managing teams and line management Experience in service redesign and project management Understanding of the role of NHS bodies such as ICBs, Acute providers, CQC, Monitor, NHS England and NHS Improvement MS Word/Outlook/Excel, EMIS and DOCMAN and other software packages Excellent organisational skills Tactful and diplomatic Desirable Experience of presenting complex data/information to staff at all levels and persuading people to make changes based on this information Experience of developing policies, pathways, and standard operating procedures Experience and understanding of governance systems and processes including CQC compliance Ability to produce error free and well-presented reports demonstrating a high level of accuracy Qualifications Essential Evidence of continuous professional development Desirable Educated to degree level in relevant subject or equivalent level of experience of working at a similar level in specialist area Person Specification Experience Essential A minimum of 2 years operational management experience in a NHS/private healthcare setting Significant experience of managing teams and line management Experience in service redesign and project management Understanding of the role of NHS bodies such as ICBs, Acute providers, CQC, Monitor, NHS England and NHS Improvement MS Word/Outlook/Excel, EMIS and DOCMAN and other software packages Excellent organisational skills Tactful and diplomatic Desirable Experience of presenting complex data/information to staff at all levels and persuading people to make changes based on this information Experience of developing policies, pathways, and standard operating procedures Experience and understanding of governance systems and processes including CQC compliance Ability to produce error free and well-presented reports demonstrating a high level of accuracy Qualifications Essential Evidence of continuous professional development Desirable Educated to degree level in relevant subject or equivalent level of experience of working at a similar level in specialist area 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 Solihull Healthcare Partnership Address Shirley Medical Centre 8 Union Road Shirley B90 3DT Employer's website https://solihullhealthcarepartnership.nhs.uk/ (Opens in a new tab)