Job summary Would you like to join our friendly and resolute team of clinicians and non-clinicians at a large NHS general practice based in Slough, Berkshire? We are looking for a motivated and experienced Patients Services Unit Manager to join our team. We offer a competitive salary and benefits package, as well as the opportunity to work in a supportive and collaborative environment with a diverse committed workforce from different ethnic backgrounds ensuring the quality of our services to our patients are to a high standard. The Patient Services team look after the reception, telephone, and non-clinical administration work within the Practice. Your responsibilities will be supervising, managing, and leading of all Patients Services Unit staff and the smooth and successful running of the department. The department is the first point of contact for all our patients, meeting their challenging demands within the service capacity set by the Partnership. You will work across all four of our sites, working closely with clinicians, navigating and problem solving for our patients. You will have the opportunity to use state of the art technology to manage patients interactions and administrative processes and deliver right first-time responses to our patients with a high service ethos. The job description and Person Specification for the role are attached. Main duties of the job Responsible for the robust recruitment, induction, training, and development of the Patients Services team. Manage and motivate the Patients Service team to achieve performance goals within a team-based environment and deliver an efficient service to our patients. Manage and develop Patient Services Team Leads. Maintain operational efficiency of the people and processes to facilitate exemplary clinical care. Line management of the Patient Services team including (supported by HR where appropriate) Day-today resolution of issues Absence management Appraisals and feedback Participation in promotion and pay discussions Disciplinaries & conflict resolution Communication of information to the team and collection of feedback from the team Staff rota and working Allocation of staff to tasks to ensure PSU meets its objectives Preparation and maintenance of staff rota Ensure there is sufficient staff to provide the required level of service for example adjusting cover for holiday and sickness Provide staff to complete required functions in other areas, e.g. fire alarm checks, water temperature monitoring, ordering of supplies Handle patient complaints, queries and concerns at source. About us Farnham Road Medical Group (FRMG) started a small surgery and has grown over the years into an outstanding large training GP practice that is approved by NHS England Thames Valley GP School. With four clinical sites based in Slough, we now have a team of over 100 people looking after 38,000 patients. The practice is committed to innovation in providing high-quality health care for our patients and a protected working and learning environment for our staff. Our team includes pharmacists, nurses, physician associates, paramedics, MSK practitioners, Mental Health Practitioners, managers, social prescribers, and care coordinators as well as GPs and a large Patient Services team. This resolute team provides an evolving healthcare and medical service to meet the varying needs of our patients and, in turn, provides what we believe is a sustainable model of modern General Practice. We have expanded our expertise and have transformed how we provide medical services to try to ensure we meet the demands of Sloughs diverse population. Our vision is simple: Putting Patients First and providing services that tailor to their needs, which we strive to achieve through brilliant leadership, mentoring, teamwork, communication, problem sharing and solving, support, integrity, fun, training, education, and continued development. Date posted 21 October 2024 Pay scheme Other Salary Depending on experience Contract Permanent Working pattern Full-time Reference number A3559-24-0024 Job locations 301 Farnham Road Slough SL2 1HD Doctors Surgery 242 Wexham Road Slough SL2 5JP Britwell Centre Wentworth Avenue Slough BERKSHIRE SL2 2DT Weekes Drive Surgery 100 Weekes Drive Slough SL1 2YP Job description Job responsibilities Recruitment, Training and Development of the Patient Services team. Reviewing training needs and sourcing appropriate training. Induction of new staff Managing training programmes for PSU staff CV screening and interviewing Line management of the Patient Services team including (supported by HR where appropriate) Day-today resolution of issues Absence management Appraisals and feedback Participation in promotion and pay discussions Disciplinaries & conflict resolution Communication of information to the team and collection of feedback from the team. Management and development of Patient Services Team Leads. Maintain operational efficiency of the people and processes to facilitate exemplary clinical care. Maintain access for patients working within constraints of the clinical rota. High quality interactions with all stakeholders. High quality administration, right first time, productivity as per targets. Monitor and report on activities. Staff rota and working Allocation of staff to tasks to ensure PSU meets its objectives Preparation and maintenance of staff rota. Ensure there is sufficient staff to provide the required level of service for example adjusting cover for holiday and sickness Provide staff to complete required functions in other areas, e.g. fire alarm checks, water temperature monitoring, ordering of supplies Handle patient complaints, queries and concerns at source. Provide support in other areas when members of the management team are absent Provide help in resolving issues and problems affecting Practice operations as appropriate Mutual support to colleagues Management of contractors as appropriate Job description Job responsibilities Recruitment, Training and Development of the Patient Services team. Reviewing training needs and sourcing appropriate training. Induction of new staff Managing training programmes for PSU staff CV screening and interviewing Line management of the Patient Services team including (supported by HR where appropriate) Day-today resolution of issues Absence management Appraisals and feedback Participation in promotion and pay discussions Disciplinaries & conflict resolution Communication of information to the team and collection of feedback from the team. Management and development of Patient Services Team Leads. Maintain operational efficiency of the people and processes to facilitate exemplary clinical care. Maintain access for patients working within constraints of the clinical rota. High quality interactions with all stakeholders. High quality administration, right first time, productivity as per targets. Monitor and report on activities. Staff rota and working Allocation of staff to tasks to ensure PSU meets its objectives Preparation and maintenance of staff rota. Ensure there is sufficient staff to provide the required level of service for example adjusting cover for holiday and sickness Provide staff to complete required functions in other areas, e.g. fire alarm checks, water temperature monitoring, ordering of supplies Handle patient complaints, queries and concerns at source. Provide support in other areas when members of the management team are absent Provide help in resolving issues and problems affecting Practice operations as appropriate Mutual support to colleagues Management of contractors as appropriate Person Specification Qualifications Essential Level 3 qualification or comparable management qualification with 5 years supervisory experience within a Primary Care Environment. Experience Essential Excellent interpersonal and communication skills Ability to work independently and as part of a team. Perform effectively under pressure. Demonstrate experience of running a team/ department in an environment demanding high levels of customer care, efficiency, and accuracy. Be highly motivated with excellent leadership qualities to achieve the practice objectives. Strong team player with experience of working in a multi-disciplinary environment. Desirable Understanding of the current health, social care and political agendas, and issues faced by the NHS and General Practice are desirable. Person Specification Qualifications Essential Level 3 qualification or comparable management qualification with 5 years supervisory experience within a Primary Care Environment. Experience Essential Excellent interpersonal and communication skills Ability to work independently and as part of a team. Perform effectively under pressure. Demonstrate experience of running a team/ department in an environment demanding high levels of customer care, efficiency, and accuracy. Be highly motivated with excellent leadership qualities to achieve the practice objectives. Strong team player with experience of working in a multi-disciplinary environment. Desirable Understanding of the current health, social care and political agendas, and issues faced by the NHS and General Practice are desirable. 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. UK Registration Applicants must have current UK professional registration. For further information please see NHS Careers website (opens in a new window). Additional information 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. UK Registration Applicants must have current UK professional registration. For further information please see NHS Careers website (opens in a new window). Employer details Employer name Farnham Road Practice Address 301 Farnham Road Slough SL2 1HD Employer's website https://farnhamroadpractice.co.uk/index.aspx (Opens in a new tab)