About this role
Job summary
An exciting opportunity has arisen to join Forrest Medical Centre as the Patient Services Manager to assist in the effective and timely delivery of patient care.
We are looking for an experienced candidate who can work closely with the senior management team and manage a team of patient advisors. Our patient advisors are at the heart of the surgery and support patients to access the right care with the most appropriate clinician. The post holder will supervise the patient advisors to manage patients requests and medical needs.
As a team we are on a continuous journey to learn and improve our functions and processes, we welcome an individual who is able to come on this journey with us and is willing to develop and learn new skills, whilst demonstrating the ability to work autonomously with a can-do attitude.
We anticipate, for the right candidate, that there will be opportunities for progression in the future.
This is a full time position for 37.5 hours per week. We are open to flexibility on how these hours are spread over a typical week.
We will be interviewing w/c 21st September.
Main duties of the job
Team coordination Lead, support and coordinate the Patient Advisor team daily.
Frontofhouse service Ensure a professional, efficient, patient focused reception.
Access systems Oversee telephony, care navigation, online services, triage, messaging and practice communications.
Reception planning Manage rotas, task allocation, leave cover and workforce planning.
Appointments and D2A Oversee booking, D2A, extended hours clinics and utilisation.
Operational setup Ensure effective reception areas, room allocation and clinic setup.
Patient processes Maintain registrations, online/proxy access, cancellations, interpreters, communications and workflow.
Admin workflows Oversee scanning, correspondence, Docman, deductions, GP2GP, PCSE queries and SAR/IGPR.
Claims & returns Support timely submission and checking of claims and activity submissions.
Escalation point Act as first point of escalation for service issues and operational pressures.
Staff development Support recruitment, induction, training and competency development.
Communication standards Promote excellent communication, confidentiality and patient experience.
Governance support Support complaints, significant events and service improvement.
Operational readiness Maintain premises checks, room use, facilities, and stock.
Team collaboration Work with the Practice Management Team to ensure safe, efficient operations.
About us
We have a friendly team at Forrest Medical Centre whom are all committed to providing a high standard of service and clinical care to our patients. We have approx. 13,000 patients registered currently and are a high achieving QOF practice. We are proud of our GMST Training status and actively encourage learning throughout both our non-clinical and clinical team members. We are a well-established, forward thinking, dynamic team with an excellent reputation locally and we enjoy the luxury of our purpose built facilities within our surgery in Canley. We are part of the Go West PCN with 5 other surgeries in the area. More information about us can be found on our website (www.fmcgp.co.uk) PLEASE NOTE - IF YOU ARE A PATIENT OF FORREST MEDICAL CENTRE AND ARE SUCCESSFUL WITH THE ROLE, YOU WILL NEED TO FIND ANOTHER SURGERY TO BE REGISTERED AT.
Job description Job responsibilities
Managing patient advisors and ensure the smooth running of the reception team.
Line management responsibilities for the patient advisor team along with supporting the staff training needs by developing protocols and delivering training.
Manage weekly staffing rotas for patient advisors and manage staffing cover for planned and unplanned leave.
Ensure effective running of the office and all tasks completed and delivered as stipulated in specifications and protocols.
Undertake annual staff appraisals.
Manage and respond to patient queries and complaints.
Manage IGPR/SAR insurance requests and ensure they are actioned in a timely manger
Manage the practice social media accounts and ensure website is up to date
Manage and review all administrative and reception policies and procedure are up to date.
Act as the first point of contact for external organisations such as the local police, solicitors, DVLA amongst other agencies.
Work with EMIS the practices clinical system to manage the day-to-day work load.
Manage/delegate incoming mail, posts, deliveries, and supplies. Along with managing all deliveries to the practice and ensuring adherence to the cold chain policy as necessary.
Deputise for practice manager during periods of absence.
Patient feedback lead
Finance claims
Person Specification
Person Specification Essential
Experience working in a GP practice, NHS service, healthcare setting or busy public-facing administrative environment. Experience of leading, supervising or coordinating a customer-facing operational team. Experience of managing appointment systems, customer-facing services or patient access processes. Experience using primary care, NHS or healthcare administrative systems, such as EMIS, Accurx, Docman, TeamNet or equivalent systems. Excellent communication skills, including confidence handling difficult conversations calmly and professionally. Highly organised, practical and able to manage competing priorities. Able to maintain confidentiality and understand information governance requirements. Positive, supportive leadership style with the ability to motivate and develop colleagues. Able to work flexibly and respond effectively to daily operational pressures.
Desirable
Experience managing reception rotas, appointment books or access systems. Experience supporting complaints handling, learning events or service improvement initiatives. Working knowledge of CQC standards and expectations within primary care. Experience training, mentoring or supervising administrative staff. Experience supporting routine claims, returns or activity submissions in a GP practice or NHS setting.
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 Forrest Medical Centre
Address 6 Prior Deram Walk
Coventry
CV4 8FT
United Kingdom
Employer's website https://www.fmcgp.co.uk/ (Opens in a new tab)