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Patient Services Operations Leader

3 months ago

Gateshead, Gateshead, United Kingdom Oxford Terrace and Rawling Road Medical Group Full time

Position Overview

An exceptional opportunity has emerged for a Patient Services Operations Leader to become part of our welcoming and collaborative practice.

This role is ideal for an individual with a solid history of team leadership who is ready to advance their career or seeking a new challenge within a supportive and innovative environment.

You will be integrated into a management team alongside a broader practice team, which includes multiple Partner GPs, all of whom prioritize teamwork, mutual support, and the delivery of high-quality patient care while promoting a healthy work-life balance.

The successful candidate will embrace the dynamic nature of general practice, demonstrating effective communication with both patients and colleagues, and thriving within a compassionate and progressive organization. We seek a confident, empathetic, and resilient individual with outstanding communication abilities. It is crucial that the new leader can ensure the seamless operation of the practice, collaborating closely across multiple sites and identifying opportunities for joint efforts.

If you possess experience in team management and the enthusiasm, drive, and dedication to meet our patients' needs, we encourage you to consider this opportunity. In return, we offer a competitive employment package, including an NHS pension and avenues for professional growth.

Main Responsibilities

In collaboration with the Practice Manager, Operations Manager, Quality and Contracts Manager, and Quality and Patient Experience Manager, you will oversee the reception, administrative, and quality assurance teams to guarantee that our patients receive exemplary service consistently. A key aspect of this role will be to ensure a comprehensive and supportive training program for both new and existing staff, enhancing their skills and fostering team development.

The primary focus of the Patient Services Operations Leader will be the efficient management of clinics, patient access, and all administrative functions related to delivering exceptional service to our patients. You will supervise the entire patient journey, from initial contact with the reception team through to administrative services and follow-up. Strong organizational and problem-solving skills are essential.

We invite you to review the complete job description and person specification when considering this role. Informal inquiries and visits are encouraged.

About Our Practice

We are a large medical practice operating across multiple sites, serving a diverse patient population. Our practice is committed to community involvement and values the contributions of our patients in all aspects of our work.

Our team is large and exceptionally friendly, and a significant part of your onboarding will involve engaging with each team to understand their roles and dynamics.

We are part of a collaborative network with other local practices, fostering a forward-thinking approach and enjoying excellent partnerships with our member organizations.

Our salary structure and employment conditions align with industry standards, and we also provide an Employment Assistance Package.

Key Duties

As a member of the Operational Management Team, you will support essential aspects of practice management, ensuring a safe and effective working environment.

The Patient Services Operations Leader will focus on the smooth operation of clinics, patient access, and administrative services, alongside shared responsibilities for governance, communication, staff wellbeing, and participation in key meetings.

The following are core responsibilities of the Patient Services Operations Leader, with the understanding that additional tasks may arise based on workload and staffing needs:

General Responsibilities

  • Facilitate the daily operations of the practice across all sites.
  • Collaborate with senior administrators and lead clinicians to optimize clinic schedules and maintain appropriate staffing levels.
  • Analyze appointment and communication data to enhance service delivery.
  • Ensure high standards of patient access and appointment booking accuracy, ensuring patients are seen by the appropriate clinician in a timely manner.
  • Manage the reception and administrative teams to uphold exceptional patient care standards and adherence to policies.
  • Work with the Quality and Patient Experience Manager to address access-related complaints and training needs.
  • Lead initiatives to gather and respond to patient feedback through various platforms.
  • Chair meetings with reception, administrative, and quality teams.
  • Maintain effective communication across all teams and the broader practice.
  • Assist in the ongoing review and updating of practice policies and procedures.

Digital Transformation

Collaborate with teams to identify challenges in service delivery and propose solutions, leveraging best practices within the network.

Drive the planning and prioritization of changes aimed at enhancing care delivery and improving experiences for both patients and staff.

Ensure that all changes are ultimately focused on improving patient services.

Build relationships with teams to foster consensus for improvements and ensure staff engagement throughout the change process.

Develop and manage a comprehensive transformation plan for the practice, identifying interdependencies, managing risks, and determining resource needs.

Engage with external partners to gain support for transformation initiatives and align with broader strategic goals.

Provide hands-on support to teams in implementing and sustaining agreed-upon changes.

Encourage staff to pursue relevant training and professional development opportunities that align with improvement goals.

Assist staff and patients in effectively utilizing existing and new technology systems to facilitate enhancements.

Human Resources

Conduct performance appraisals for reception, administrative, and quality teams.

Support the development and maintenance of practice induction and training schedules.

Assist in preparing practice communications as part of the operational management team.

Lead recruitment processes for reception and administrative roles, including drafting job descriptions and coordinating interviews.

Stay informed about changes in employment legislation and participate in relevant training.

Governance

Support the practice's clinical governance framework by coordinating responses to complaints and significant events.

Contribute to the development and review of practice plans, reports, and policies.

Monitor and disseminate important information to patients and staff.

Engage patients through various communication channels and support patient group meetings.

Organize and facilitate key management meetings relevant to the role.

Organizational Responsibilities

Contribute to the practice's preparation for any regulatory inspections or meetings.

This list of duties is not exhaustive, and the post holder may be required to undertake additional responsibilities as discussed with management. The job description will be reviewed regularly to reflect changing service requirements.

Qualifications

Essential

  • Strong educational background with excellent literacy and numeracy skills.

Desirable

  • HR or Employment Law qualification.

Experience

Essential

  • Proven experience in clear communication.
  • Background in general practice.
  • Experience working in teams and fostering a collaborative spirit.
  • Experience in public-facing roles.
  • Supervisory or management experience.
  • Experience in resolving customer or patient service complaints.
  • Strong IT proficiency.
  • Ability to prioritize and meet deadlines in a fast-paced environment.
  • Demonstrated problem-solving and analytical skills.
  • Ability to maintain a positive work atmosphere.
  • Proactive and self-motivated, capable of working independently.
  • Ability to manage change effectively.
  • Strong interpersonal skills, approachable and empathetic.
  • Reliable and resourceful.
  • Diplomatic in handling sensitive situations.

Desirable

  • Familiarity with EMIS software.