Patient Services Advisor Lead

4 months ago

Exeter, United Kingdom Southernhay House Surgery Full time

To implement practice policies and procedures, developing new and updating existing policies/protocols relevant to your area of work. To ensure all members of the team are aware of and adhere to these policies and procedures to ensure the delivery of high-quality patient services. Plan staffing rotas with due consideration to the financial implications, to ensure sufficient staff cover in the correct locations according to demand to maintain the smooth running of the practice. To be first port of call and manage staff issues, including but not limited to: sickness absence, holidays, capability, welfare etc., escalating any identified areas of concern to the POM.

Record, Authorise and monitor Patient Services Advisors Team overtime, identifying any issues and liaising with the POM as necessary. Organise, record, and monitor Team holidays accurately and in accordance with practice policy Record and monitor Team sickness, conduct Return to Work Interviews and liaise with POM regarding any concerns Foster an environment within the team that supports staff development and encourages ideas and takes account of staff opinions. To set objectives for the team and evaluate progress, oversee implementation of objectives and identify any barriers to reaching these objectives. Working closely with the management team and partners of the practice to ensure that the practice meets quality indicators and targets (including the Quality and Outcomes Framework, Care Quality Commission, key performance indicators and other quality monitoring measures).

With the support of the Data/Digital Care-Coordinators, fully embrace, promote and utilise technology developments and online services available to the practice to include but not limited to, the development of Clarity Teamnet and use of MS Office, MS Teams and ICE. Manage the first stage of patient complaints by prioritising and attempting to resolve complaints at the earliest stage to avoid prolonged formal complaints Support staff involved in complaints, recording, and updating the practice database of all complaints, keeping the POM/Practice Business Manager informed at all times. Use complaints proactively to implement improvement of service delivery Liaise with POM/Practice Business Manager regarding recruitment to include, vacancy identification, shortlisting and with the support of the POM, interviewing Oversee and support the induction program for new staff members Ensure adequate training and assist staff to achieve an appropriate level of competency by the end of their probationary period. Arrange and record additional training as appropriate.

Be the first line for issues, investigation and with the support of the POM, disciplinary meetings, taking relevant action where appropriate. Ensure that staff adhere to the Practice Confidentiality Policy, that patient confidentiality is respected at all times and that the team have a sound understanding of GDPR and associated implications. Ensure that documentation is processed in a timely and accurate manner in line with practice procedures. Ensure that patient records are kept up to date, scanning records in a timely manner and maintaining accurate filing of all correspondence.

To oversee and ensure the smooth running of repeat prescribing systems in the practice. To review these systems working closely with the practice prescribing support team, implementing agreed changes as necessary. Carry out Patient Services Advisors Team appraisals annually, write up reports, and in conjunction with the POM, identify, produce and implement appropriate training programmes. Continually support staff in developing their skills.

Record, monitor and arrange training sessions fully utilising the practice training system (Bluestream) to ensure all staff achieve mandatory training requirements within specified timescales Attend any role-specific, relevant training courses to ensure continuing professional development. Prepare, hold and attend meetings as appropriate. E.g., Patient Services Team Meetings, Clinical Governance, Significant Event, etc. Act as a central source of information Have detailed knowledge of and the ability to carry out all duties as detailed in the Patient Services Advisor Job Description to allocate sufficient resources, achieve deadlines and assist the team as necessary.

To ensure that the notice boards in the waiting areas are kept up to date and that in line with NHS Health campaigns a regular rotation of appropriate displays takes place during the year.

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