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Patient Services Operations Manager
1 month ago
Eastgate Medical Group is a forward-thinking GP Practice with a strong commitment to delivering high-quality patient care. We have a main site in Hornsea and a branch site in Aldbrough, and we are part of Symphonie Ltd PCN in Hull, and Yorkshire Coast and Wolds PCN in the East Riding.
The RoleWe are seeking a dynamic and experienced Patient Services Supervisor to join our team at Eastgate Medical Group. As a key member of our staff, you will be responsible for managing the day-to-day operations of our Patient Services team, providing leadership and guidance to our Care Navigators and supporting them in delivering exceptional patient care.
You will work closely with our Practice Manager to ensure the smooth delivery of services, implement new procedures and protocols, and maintain effective communication with our team members and external partners. Your primary objective will be to optimize patient experience and satisfaction, while ensuring compliance with organizational policies and regulations.
Key Responsibilities:
- Day-to-day management of the Care Navigation team, providing leadership and guidance to ensure efficient and effective delivery of patient services
- Participate in routine reception tasks, including call handling and administrative functions
- Review and implement team protocols, prioritizing task delegation and identifying champions
- Ensure effective communication on a day-to-day basis, maintaining open channels of communication with the team and stakeholders
- Manage the GP and nurse appointment system, ensuring seamless scheduling and minimal disruption
- Deal with minor patient complaints and concerns, maintaining a professional demeanor and resolving issues efficiently
- Produce timely staff rotas, managing annual leave and cover arrangements effectively
- Ensure Practice policies and procedures are implemented and maintained, adhering to health and safety, information governance, equality, and diversity standards
To succeed in this role, you will need:
- Bachelor's degree in Business Administration or equivalent experience
- Strong organizational skills, with excellent administration and IT abilities
- Excellent communication and interpersonal skills, with the ability to work collaboratively with diverse teams
- A minimum of 2 years' experience in a supervisory or management role, preferably in healthcare or customer-facing environments
As a valued member of our team, you can expect:
- A competitive salary of £30,000-£40,000 per annum, commensurate with your experience
- A comprehensive benefits package, including pension scheme, life insurance, and generous holiday entitlement
- Ongoing training and development opportunities, tailored to support your career growth and success
- A supportive and inclusive work environment, fostering collaboration and innovation
