About this role
Job summary
This exciting role is based at a busy GP practice in Shipley which is part of a bigger organisation known as Affinity Care. We are an innovative organisation who strive to improve patient services whilst providing a great place to work for our team. This role covers 3 sites.
This role is key in ensuring that patients are provided with the best possible service.
Focus for the successful candidate is on the patient experience, from their welcome at reception, the waiting room environment, access to appointments and services, to the overall care and consideration shown. The Assistant Patient Services Manager will manage the Team Leaders and Reception team encourage effective communication between patients, members of the primary health care team, and other associated healthcare agencies.
Main duties of the job
Providing an excellent patient experience
Managing Reception - front of house and telephones
Compiling Reception and GP rotas
Maximising the use of the telephone and IT system available
Organisational planning and implementation
Premises management
About us
We are Affinity Care Primary Care Network covering a population of over 64,000 patients over 7 GP practices and 8 sites, all in the Bradford area. Our ethos is to provide patient focused care based on the model of GP-led family orientated general practice tailored to local population needs. Our practices are highly accredited training practices, level 3 research ready sites within an embedded ethos of our learning organisation.
We are a friendly enthusiastic and hard working team with opportunities for career progression and will provide support and development for anyone demonstrating capability, enthusiasm, commitment and strong work ethic.
Benefits include:
5 weeks annual leave (pro rata for part time hours)Birthday HolidayWell-being dayNHS pensionAccess to Simply Health provisionWorking hours
Monday 10.30am - 6.30pm
Tuesday 8am - 4pm
Thursday 8am - 4pm
Friday 10.30am-6.30pm
With 30 minutes unpaid break per day
Job description Job responsibilities
Key areas of job description
Organisational:
Manage the front of house operations of the practice to ensure smooth, efficient operation of the practice including: reception, telephone hub, room availability, general administration, patient care and services
Managing the reception and GP rotas on S1 including weekly reviews and status reporting to the Patient Services Manager
Use the telephone software to profile call volumes and staffing levels, working with staff to reduce variation in how they deal with calls and how the team functions overall on calls
Optimise patient care through embedding good working practices and raising opportunities to improve
Support the PSM to resolve patient complaints in a timely and considerate manner, ensuring implementation of NHS complaints process at all times
Work closely with the PSM provide support to the GPs and relevant clinicians depending on the area of work, including support for new GP registrars e.g. induction in the premises/people, organising SMART card activation
Support the delivery of practice targets/measures where the reception role or premises plays a part in achievement e.g. QoF
Work collaboratively and support both localities and the wider Affinity Care organisation
Line Manager:
Line management responsibility for the practices receptionists and Reception Team Leaders including induction, sickness absence management, return to work interviews, staff appraisals, performance management, training and development
To provide competent, strong and supportive leadership of the team
Improve the customer service function and help develop the role of the receptionist as a care navigator
Provision of training to members of the reception team
Development and maintenance of reception team rota including overseeing cover for holidays, sickness absences etc
Management of SMART cards
Premises
Oversee the general premises maintenance including responsibility for repairs to all facilities and managing the day-to-day health & safety aspects.
Oversee cleaning of premises, ensuring both practice and agency staff carry out their duties efficiently and effectively.
Oversee the day-to-day security of premises paying particular attention to both staff and patient safety
Teamwork
Work as an effective and responsible team member, supporting other members of clinical and non-clinical staff in a flexible and approachable manner.
Participate in team activities that create opportunities to improve patient care.
Ensure clear understanding and utilisation of services and referral mechanisms and policies to meet patient need.
Support
Ongoing support and development will be provided to the postholder by the Patient Services Manager, along with support online management and people management by the Head of Human Resources.
Person Specification
Qualifications Essential
GCSE Grade C and above in English Language and Mathematics
Desirable
Educated to A Level standard or above
Experience Essential
Excellent verbal and written communication skills including the ability to communicate effectively with professionals at all levels Experience of managing and supervising teams
Desirable
Proven experience of working in general practice Experience of using SystmOne or similar clinical system Experience of forward planning of service activity Experience of management of health services, facilities and resources
Skills and Knowledge Essential
Proficient in the use of Microsoft Office and the use of the internet, intranet and ability to update databases Able to follow and apply policies Excellent organising and prioritising skills Ability to deal with people tactfully and empathetically Knowledge, understanding and application of equal opportunities Ability to understand complex issues, problem solve and to develop practical workable solutions Ability to use own judgement, resourcefulness and common sense Ability to communicate information that requires tact and persuasive skills, or where there may be barriers to understanding; instil confidence in those being advised
Desirable
Demonstrable ability to analyse and interpret data
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 Affinity Care
Address Shipley Health Centre
Alexandra Road
Shipley
West Yorkshire
BD18 3EG
United Kingdom
Employer's website https://shipleymedicalpractice.nhs.uk/ (Opens in a new tab)