Patient Services Manager

an exciting opportunity has arisen to join forrest medical centre as the patient services manager to assist in the effective and timely delivery of patient care. We are looking for an experienced candidate who can work closely with the senior management team and manage a team of patient advisors. Our patient advisors are at the heart of the surgery and support patients to access the right care with the most appropriate clinician.

The post holder will supervise the patient advisors to manage patients requests and medical needs. As a team we are on a continuous journey to learn and improve our functions and processes, we welcome an individual who is able to come on this journey with us and is willing to develop and learn new skills, whilst demonstrating the ability to work autonomously with a can-do attitude.

We anticipate, for the right candidate, that there will be opportunities for progression in the future. This is a full time position for 37.5 hours per week. We are open to flexibility on how these hours are spread over a typical week.

• team coordination lead, support and coordinate the patient advisor team daily.
• frontofhouse service ensure a professional, efficient, patient focused reception.
• access systems oversee telephony, care navigation, online services, triage, messaging and practice communications.
• reception planning manage rotas, task allocation, leave cover and workforce planning.
• appointments and d2a oversee booking, d2a, extended hours clinics and utilisation.
• operational setup ensure effective reception areas, room allocation and clinic setup.
• patient processes maintain registrations, online/proxy access, cancellations, interpreters, communications and workflow.
• admin workflows oversee scanning, correspondence, docman, deductions, gp2gp, pcse queries and sar/igpr.
• claims & returns support timely submission and checking of claims and activity submissions.
• escalation point act as first point of escalation for service issues and operational pressures.
• staff development support recruitment, induction, training and competency development.
• communication standards promote excellent communication, confidentiality and patient experience.
• governance support support complaints, significant events and service improvement.
• operational readiness maintain premises checks, room use, facilities, and stock.
• team collaboration work with the practice management team to ensure safe, efficient operations.

we have a friendly team at forrest medical centre whom are all committed to providing a high standard of service and clinical care to our patients. We have approx. 13,000 patients registered currently and are a high achieving qof practice. We are proud of our gmst training status and actively encourage learning throughout both our non-clinical and clinical team members. We are a well-established, forward thinking, dynamic team with an excellent reputation locally and we enjoy the luxury of our purpose built facilities within our surgery in canley.

We are part of the go west pcn with 5 other surgeries in the area. More information about us can be found on our website () please note - if you are a patient of forrest medical centre and are successful with the role, you will need to find another surgery to be registered at.