Patient Services Supervisor
2 months ago
Job summary
**Please note the advertised vacancy may close early if a high volume of applications are received**
Are you ready to take your healthcare career to the next level?
We are looking for a dynamic, driven individual to manage and motivate a team of highly-skilled Care Navigators committed to the delivery of safe, high-quality healthcare; somone who is hardworking and willing to go the extra mile for patients.
At the frontline of primary healthcare delivery, the successful candidate will manage daily operations and tackle challenges head-on. This is an opportunity to develop and excel in a role that directly impacts patient care.
Main duties of the job
Day-to-day management of care navigation team providing patient services including dealing with enquiries, encouraging and supporting the team to signpost effectively, repeat prescription processing, building opening and close procedures, new patient registrations, handling flow of patient notes, liaising with Primary Care Support England (PCSE), waiting room management.
Participate in routine reception tasks including call handling and administrative functions as listed above
Review and implement team protocols, with priority given to task delegation and identifying task champions
Ensure effective communication on a day-to-day basis
Manage the GP and nurse appointment system
Dealing with minor patient complaints and grumbles. Maintain suggestions box and comments book liaising with PM on points raised
Timely production of staff rotas including the management of annual leave and cover arrangements
Ensure Practice policies and procedures are embraced and fully implemented including health and safety, information governance, equality and diversity
About us
Eastgate Medical Group is a GP Practice with a main site in Hornsea and a branch site in Aldbrough, and Hastings Medical Centre in Hull. As part of Symphonie Ltd PCN in Hull, and Yorkshire Coast and Wolds PCN in the East Riding, we are a foward thinking organisation striving to provide high-quality patient care.
The team is led by 9 GP partners who are supported by other healthcare professionals including Advanced Clinical Practitioners, Nurse Prescribers, Practice Nurses who specialise in management of long-term conditions, and Healthcare Assistants.
The clinical team is well-supported by trained Care Navigators and Administrators. The Hornsea and Aldbrough sites have in-house dispensaries.
We support and encourage the development of staff, and are looking for the right person to join the team.
Job description
Job responsibilities
Position:
Patient Services Supervisor (Hornsea and Aldbrough)
Report to:
Practice Manager
Job Purpose:
To organise and manage the day to day running of Patient Services, providing leadership through line management of the Care Navigation Team at Hornsea and Aldbrough. To work collaboratively with the wider team to ensure delivery of effective, efficient and proactive caring services.
Key Areas:
Patient Services Management; People Management; Legislative compliance; Service Development; Partnership working; Care Navigation and administration.
Key Duties:
Day-to-day management of care navigation team providing patient services including dealing with enquiries, encouraging and supporting the team to signpost effectively, repeat prescription processing, building opening and close procedures, new patient registrations, handling flow of patient notes, liaising with Primary Care Support England (PCSE), waiting room management.
Participate in routine reception tasks including call handling and administrative functions as listed above
Review and implement team protocols, with priority given to task delegation and identifying task champions
Ensure effective communication on a day-to-day basis
Manage the GP and nurse appointment system
Dealing with minor patient complaints and grumbles effectively and efficiently. Maintain suggestions box and comments book liaising with PM on points raised
Timely production of staff rotas including the management of annual leave and cover arrangements
Ensure Practice policies and procedures are embraced and fully implemented including health and safety, information governance, equality and diversity
Take a continuous improvement approach assessing systems and procedures in liaison with the Practice Manager
Co-ordinate, plan and deliver the development of the team with the support of the Practice Manager. To include induction and training of new staff, protected time for learning (PTL) events, annual appraisals and performance management discussions
Attend training, staff meetings and PTL events as required
Be aware of CQC compliance providing support to the wider team
Undertake other duties as requested which are commensurate with the role
Person Specification
Qualifications
Essential
Business administration, NVQ level 3 or equivalent experience Customer care Data Protection Act
Skills
Essential
Strong organisational skills Excellent administration skills Excellent communication skills Solid interpersonal skills Excellent IT skills, including Microsoft and email
Desirable
Experience of clinical software EMIS Web/SystmOne/Vision
Experience
Essential
Handles difficult conversations skilfully Working in a patient or customer facing role
Desirable
Working in primary care
Behaviours
Essential
Self-motivated, with an ability to adapt to and implement change Work collaboratively to ensure the smooth delivery of services Effectively implement and adhere to organisational policies and protocols ensuring compliance and consistency across the team
Desirable
Team Leader/Supervisory experience-
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