Patient Services Team Leader

4 months ago

Poynton, United Kingdom Middlewood Partnership Full time

**Patient Services Team Lead**
**Hours**: 37.5 hours per week
**Salary**: Dependent on experience

This post will require flexible working. Our services are provided from 8am until 8pm four days a week and 8am until 6.30 on the 5th day. There will be a need to manage and coordinate a team of staff covering these hours.

**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.
- Organise and manage patient services staff meetings
- Deal with HR issues such as coaching and training, return to work meetings, performance management, disciplinary issues etc. with the support of the HR Lead.
- Oversee the work of the team and establish priorities
- Deal with patient enquiries effectively
- Manage the physical environment to ensure it is clean and tidy at all times and that it meets the organisation’s cleanliness charter.

**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 people’s rights, interpreting them in a way that is consistent with practice procedures and policies, and current legislation
- Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues
- Behaving in a manner that is welcoming to and of the indivi

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