Patient Services Manager

We currently have an exciting opportunity within the practice for a Patient Services Manager. The role is a new role, with the opportunity for the successful candidate to make the role their own. This will include oversite of a number ofteams and the opportunity to shape patient communications and help improve patient satisfaction.

Please include in your application why you feel you meet the person specification for this role. You can do this through your application or by emailing a covering letter to  in addition to your application through NHS jobs.

Main duties of the job - please see job description for full details

Lead and manage administrative teams, including all associated tasks.

Coordination of patient communications including complaints, compliments and patient feedback. Ensuring managed within guidelines and sharing insight.

Manage and oversee the Practices online presence.

IT lead for the practice.

Trowbridge Health Centre has approximately 110 staff and is a happy place to work. Thereis a strong team spirit throughout the organisation. We work together to produce the most efficient processes possible, and every individual is encouraged to be the bestthat they can.

REPORTING TO:
Practice Manager

HOURS: 37hours per week over five days

Job Summary

Responsible for leading and managing the patient facing administration teams and overseeing patient communication channels.

The role oversees the teams responsible for patient administration, our regularpatient communications through the website, social media and newsletter and managing our complaints and compliments process, providing insight into trendsto better inform planning and service offering. The role also acts as the firstpoint of contact for IT issues within the practice, resolving or escalating asneeded.

The main responsibilities of the roleinclude but are not limited to the below:

Lead and manage administrative teams including appraisals, performance management, training compliance, absence management, recruitment, induction, managing probation periods and leaveplanning.

Coordination ofthe complaints process, ensuring complaints are logged and acknowledged. Workwith the complaints lead to ensure all complaints responded to accordingly.

Produce reports, identify trends and share insights.

First point ofcontact for patient queries requiring management involvement.

Log complimentsand ensure shared with relevant staff.

Manage and maintain the practice website (through our provider) ensuring accuracy and compliance.

Monitor onlinereviews and take appropriate action.

Produce the practice newsletter.

Promote and support digital access routes for patients.

Support the Patient Participation Group (PPG) in fulfilling their role.

Collate Friendsand Family feedback. Analyse comments, identify trends and produce reports.

Ensure all processes are in line with NHS, ICB and CQC requirements.

Ensure all patient communications on (screens and notice boards) are up to date and relevant.

Maintain andupdate all SOPs and policies within areas of responsibility.

Act as the practice IT lead: be first point of contact for staff, resolve issues where possible, and attend IT meetings, reporting back to the management team.

Confidentiality:

While seeking treatment, patientsentrust us with, or allow us to gather, sensitive information in relation totheir health and other matters. They do so in confidence and have the right toexpect that staff will respect their privacy and act appropriately.

In the performance of the dutiesoutlined in this Job Description, the post-holder may have access toconfidential information relating to patients and their carers, Practice staffand other healthcare workers. They may also have access to information relating to the Practice as a business organisation. All such information from anysource is to be regarded as strictly confidential.

Information relating to patients,carers, colleagues, other healthcare workers or the business of the Practicemay only be divulged to authorised persons in accordance with the Practice policies and procedures relating to confidentiality and the protection of personal and sensitive data.

To monitor service provision to ensure that services are being delivered in line with contract.

Equality and Diversity:

The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:

Acting in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with Practice procedures and policies, and current legislation.

Respecting the privacy, dignity,needs and beliefs of patients, carers and colleagues.

Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects theircircumstances, feelings priorities and rights.

Personal/Professional Development:

The post-holder will participate in any training programme implemented by the Practice as partof this employment, such training to include:

Participation in an annual…