Patient Services Manager

Main duties and Responsibilities

Management and Administration

To ensure the provision of an efficient, friendly and professional customer service to patients and colleagues always in line with practice policies. This may be face to face, by email and telephone.

To work flexibly in line with practice requirements to meet the needs of patients.

To manage the Care Navigator Supervisors and delegate as appropriate e.g. organising daily rotas for the Care Navigator Team

To ensure administrative work is managed in an efficient and timely fashion

To be responsible for clinical rotas (GPs and ANPs)

To be responsible for booking locums

To be responsible for adequate staffing levels and present a case to Management Team/Partners where additional resources are required

To deal with any patient enquiries that are escalated to management

To help develop and cascade new ways of working and implement changes in processes when required.

To have regular minuted meetings to ensure clear open communication within the team

Assisting recruitment of new staff when necessary

Planning and authorising annual leave for Care Navigators, Clinicians ( who else)

To monitor the performance of the Care Navigation team by carrying out routine and ad hoc audits and feedback to the Practice Manager as appropriate.

To conduct annual appraisals for the Care Navigation Team and one to ones when necessary.

Patient Services

To be responsible for the operational functioning of the practice telephone system X-on Surgery Connect

To be responsible for System Connect development and exploring capabilities of the software to benefit patients and clinicians

To analyse data to create accurate and professional documents that support the work of the practice.

To be responsible for complaints regarding from service delivery and Care Navigator staff. Liaising with patients, the PCN complaints hub and formulating an appropriate response to these.

To be responsible for keeping a log of verbal complaints that avert developing into formal complaints

To be responsible for ensuring that the practice has a PPG and that patients are pro-actively being involved to participate in this

Seek feedback from patients through surveys and group meetings to help support the development of the practice in line with patients needs.

Training

To provide detailed training in line with practice and staff needs e.g. Care Navigation.

Keep up to date with developments within the surgery, and general trends within General Practice, to be able to offer a knowledgeable level of customer service.

Proactively manage policies and protocols to ensure all Care Navigator staff have up to date guidance to facilitate their role.

To plan and ensure that mandatory training for the Care Navigation Team has been completed.

To support other Managers and carry out any other duties as appropriate to role and business needs.