Patient Services Team Leader

4 weeks ago

Stockport, United Kingdom The Middlewood Partnership Full time

**Job Description Job Title**: Patient Services Team Lead Based: Priorslegh Medical Centre Accountable to: The Partners Reports to: Operational Manager Hours: 37.5 hours per week Salary: Dependent on experience Type of position: Permanent Key Responsibilities Job Description The successful applicant will manage and lead our team of staff who are the first point of contact for all our patients who get in touch with the practice either by telephone or who walk into the practice. This position requires the post holder to be able to comprehend the operational detail and provide proactive solutions to problems and concerns which arise on a daily basis. A key element of the role will be to work very closely with both the operational manager and the team lead for our digital triage team to oversee the operational management of our reception function at Priorslegh. The successful individual will have line management responsibilities for the team, including appraisals, absence management, performance management, organisation of rotas and any associated recruitment.

**Job responsibilities**: To support the Partnership in the operational delivery of our patient facing services. To ensure we deliver a high standard of customer service to all patients who make contact with our practice. Handle difficult situations in a calm and professional manner. Assist with recruitment, induction, and training of all new staff to agreed standards.

Ensure adequate staffing levels, approve annual and other leave. Manage staff rotas to ensure the patient services function is covered at all practice bases. Be flexible and, when necessary, cover shifts due to absences in the team. Deal with more complex enquiries from patients Continually assess and evaluate patient services systems, recommending changes and improvements to the management team as appropriate.

**Confidentiality**: In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately In the performance of the duties outlined in this job description, the post-holder may have access to confidential information relating to patients and their carers, practice staff and other healthcare workers. They may also have access to information relating to the practice as a business organisation. All such information from any source is to be regarded as strictly confidential Information relating to patients, carers, colleagues, other healthcare workers or the business of the practice may only be divulged to authorised persons in accordance with the practice policies and procedures relating to confidentiality and the protection of personal and sensitive data Health and Safety: The post-holder will implement and lead on the full range of promotion and management of their own and others health, safety and security as defined in the practice health & safety policy, the practice health & safety manual, and the practice infection control policy and published procedures.

**This will include (but will not be limited to)**: Ensure job-holders across the practice adhere to their individual responsibilities for infection control and health and safety, using a system of observation, audit and check, hazard identification, questioning, reporting and risk management. Maintain an up-to-date knowledge of health and safety and infection control statutory and best practice guidelines and ensure implementation across the business Using personal security systems within the workplace according to practice guidelines Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks across the business Making effective use of training to update knowledge and skills, and initiate and manage the training of others Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards, and initiation of remedial/corrective action where needed Actively identifying, reporting, and correction of health and safety hazards and infection hazards immediately when recognised Keeping own work areas and general/patient areas generally clean, identifying issues and hazards/risks in relation to other work areas within the business, and assuming responsibility in the maintenance of general standards of cleanliness across the business in consultation (where appropriate) with other sector managers Undertaking periodic infection control training (minimum annually) Routine management of own team/team areas, and maintenance of work space standards Demonstrate due regard for safeguarding and promoting the welfare of children. Equality and Diversity: The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include: Acting in a way that recognises the importance of peoples rights, interpreting the

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