Patient Services Supervisor

Published May 2016
Review May 2017

**SOUTH MILFORD SURGERY - JOB DESCRIPTION**

JOB TITLE Patient Services Supervisor

BASED AT South Milford/Bramham or branches as required

POSITION REPORTS TO Patient Services Manager

POSITION RESPONSIBLE FOR Patient Services Team

**Job Summary**

**Reporting to the Patient Services Manager to provide effective patient services at**
**South Milford Surgery & Bramham Medical Centre. This is a hands-on role and will involve working in the patient services team on a day-to-day basis. You will be required to work across sites when required. ** o **To provide excellent and consistent customer service to our patients and to promote this idea throughout the organisation. ** o **To manage the patient services team and ensure they excel at customer services ** o **To ensure the team have strict and consistent compliance with policies and protocols and to actively update these and train and refresh staff about them. ** o **To observe strict confidentiality on all matters relating to the practice and its patients. ** o **To observe all requirements relating to CQC obligations and health & safety at work ** o **To cover all Patient Services Manager duties in their absence**

**Key Responsibilities & Duties**

Patient (Customer) Service Levels
- Manage the performance of the call answering and front desk staff to ensure that patients are dealt with efficiently, consistently and with respect
- Manage compliance with policies and protocols
- Help staff to manage difficult patients and difficult conversations

Policies & Protocol Management
- Ensure all policies and protocols are kept up to date and reviewed regularly
- To write new protocols as required by business process change
- To ensure all staff are aware of policies and protocols on induction and any updates

Training & Performance Management
- Manage the update of training information and statutory requirements for the patient services team with the HR manager
- Manage patient services team performance and formulate strategies to deal with poor performance
- Be responsible for assisting in rota management

A job description is not an exhaustive list and at times other duties of a similar nature will be delegated

Published May 2016
Review May 2017

Health & Safety & CQC

The post-holder will assist in promoting and maintaining their own and others’ health, safety and security as defined in the practice Health & Safety Policy, to include:

- 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
- Test fire and main alarm as required
- Making effective use of training to update knowledge and skills
- Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards
- Reporting potential risks identified.

The post holder will assist in promoting and maintaining the agreed outcomes of CQC registration and explained in the booklet ‘CQC & You’ and adhere to the policies and protocols relating to this, to include;
- Adhering strictly to rules of confidentiality
- Respecting the patient and their carers
- Identifying risks in premises and equipment
- Understanding the issues around safeguarding of children and vulnerable adults and how to report concerns
- To attend and participate in required training both for your role and for wider surgery needs

**Signed by Job Holder**

**Signature Date**

**Signed by Manager**

**Signature Date**

**Salary**: From £10.42 per hour

Schedule:

- Monday to Friday

Work Location: In person