Patient Services Manager

Working in

conjunction with the Surgery Manager, the Patient Services

will provide day-to-day leadership, supervision and management of the Prescription Clerk team within their area of

responsibility.

The role will

lead on patient service initiatives and ensure practice policies and procedures

are consistently followed, enabling the surgery to achieve its patient-focused

aims and objectives within a safe, efficient, effective and financially

sustainable environment.

Services Manager, you will motivate, support and inspire your team to deliver

the highest standards of customer service, ensuring a positive and professional

experience for all patients accessing the surgery.

The Patient

Services Manager will develop and maintain effective working relationships

with

Patients

and service users

Dispensers, Prescription Clerks, Patient

Co-ordinators, Care Co-ordinators and administrative staff

Managers and the Senior Management Team

GPs,

nurses and the wider practice team

Local

healthcare providers and partner organisations working with the surgery

Working in conjunction with the Surgery Manager and wider

practice team you will support the delivery of safe, effective care of patients

through the appropriate leadership and management of the admin team within your

span of control.

You will be responsible for ensuring that all tasks are

completed in a profitable, efficient, safe and effective manner. The

post-holder will effectively communicate with practice employees, patients and

wider services / professionals.

Lead the Prescription Clerk team to ensure patients medication requests and prescription-related queries are managed efficiently, accurately, in a timely manner andin line with

organisational, local and national protocols and guidelines.

Develop, motivate and coach team

members, ensuring up-to-date knowledge of systems, processes and pathways to

support delivery of performance targets and KPIs.

Monitor and utilise management

information, including complaints, compliments, significant events, patient

feedback and performance data, to improve team performance and enhance the

patient journey.

Manage staffing resources and daily

workload allocation to ensure service level agreements (SLAs) are met across

face-to-face, telephone and administrative functions, proactively responding to

fluctuations in patient demand.

Manage and resolve Stage 1 patient

complaints in line with practice policy.

Work collaboratively with other

Patient Services Managers to promote a transparent, supportive and

knowledge-sharing approach across all surgeries.

Implement and manage relevant

policies and procedures to support income maximisation and operational

efficiency within the surgery.

Ensure key employment and HR

policies are consistently implemented and adhered to.

As a high-achieving and well-organised practice, we embrace

a Multi-Disciplinary Team approach to care provision.

Changes made from merging and working more effectively have

enabled us to make investment into our buildings, making our estate one of the

newest and brightest in the south west.

Skills and ability

Qualifications

Experience