To support the Patient Services Operational Manager to deliver a high quality, efficient, Patient Services Department to Patients, Carers, Visitors and other contacts.
Working Hours - 4 days to be based at Markyate with Wednesday to be base at Tring and Berkhamsted
Monday 7.45am to 1.15pm
Tuesday 1.00pm to 7.00pm
Wednesday 7.45am to 3.45pm
Thursday 1.00pm to 7.00pm
Friday 7.45am to 1.15pm
30hrs 30 mins a week
MANAGEMENT
Aims and Objectives. Ensure the Practice and Patient Charters are integral to the work of the PSC Team and the wider aims and objectives of the Practice, and the Department are met by the PSC Team
HR Issues. Be the first point of contact for HR Issues arising within the PSC Team. Liaise with the Patient Services Manager and Practice Manager as appropriate.
Department Rota. Ensure that the Department Rota is published at least 2 weeks in advance and updated and re-issued as necessary.
Triage. Ensure that Triage runs effectively and efficiently on a daily basis:
Ensure effective communication between Triage Doctors and Triaging PSC Staff
Ensure effective use of Practice and DEA Appointments
Ensure eConsults are processed.
Quality & Improvements. Support the Patient Services Manager and Operations Manager (Comms and Q&I) in ensuring the quality of PSC outputs and identifying/implementing improvements e.g. PSC Telephone call monitoring, review of triage, Patient Access etc.
Policies and Procedures. Support the Patient Services Manager in the Development & maintenance of Department P&P’s.
Team Management. Manage a team of PSC’s as defined, ensuring individual and Departmental Targets are met through:
Training, Supporting & Coaching individuals to ensure that first class patient service is provided through ongoing development of Emis skills, effective Questioning & Listening techniques, Patient Facing techniques, Problem Solving and Online learning.
Carrying out Probationary Review meetings and Annual Appraisals, documenting these and feeding back any concerns to the Deputy Patient Services Manager along with plans to address issues.
Carrying out team return to work meetings, monitoring absence levels and raising any concerns with Deputy Patient Services Manager
Completion of all team administration (RTW’s, Catch-up/Discussion Templates, Call monitoring templates) accurately and timely.
Ensuring all Team members have the “tools” to effectively carry out their role and are competent in using Surgery Connect, are able to access PSC “How To Guides”, Nursing Matrices etc or have hard copies of these and that all information is accurate and up to date.
Identify Individuals meeting career progression thresholds and discuss with Deputy Patient Services Manager
Line Manager, for a team of PSCs as defined.
Point of Contact for a list of L&D & MH Patients as defined
Ensuring patients are made aware of appointments and understand when and where to attend.
Act as liaison between GP and Patient on all medical and administrative issues.
Be the patients point of contact for all Surgery queries.
Business Continuity. Support the Deputy Patient Services Manager in developing solutions to immediate, short term or medium-term BC issues that arise from time to time.
OPERATIONAL
PSC Level Work, when needed, step into assist with everyday PSC work/tasks to ensure that the provision of PSC services is maintained
Targets/Performance Indicators. Support the Patient Services Manager in the achievement of targets. Review and interpret detailed data as provided, ensuring PSC’s are consistently achieving or exceeding the average call rate per shift, taking the appropriate actions to redress any shortfalls.
Effectiveness. Ensure the Department runs effectively and that any issues are communicated to the Deputy Patient Services Manager, Patient Services Manager or other Department Managers, escalating to the Practice Manager when appropriate.
Complaints. Ensure all complaints received for team members are acknowledged and resolved with agreed SLA’s or where appropriate escalated to the Deputy Patient Services/ Patient Services Manager.
Induction & Training. Ensure PSCs are trained appropriately, following the Induction Programme and that all paperwork in relation to training and progression is completed.
Care Coordinator for LD and SMH patients and their carers:
o Be the patients point of contact for all Surgery queries.
o Ensure patients are made aware of appointments and understand when and where to attend.
o Act as liaison between GP and Patient on all medical and administrative issues.
o Ensure appropriate reasonable adjustments (Red Flags) are appropriately considered and coded, and that those coded elsewhere are known to the Practice.ADMINISTRATIVE AND OTHER DUTIES
Weekly Admin. Ensure all daily , weekly and monthly admin for your team and Department is completed to agreed SLA’s:
o Triage
o eConsults Medical & Administrative
o Senior Inbox
o Docman
o Tasks
o Staff Rota
o Complaints
o Petty Cash & Credit Card Reconciliation
o Completion of RTW forms for onward sending to HR
o Completion of Probationary Reviews and Appraisals for review
Work across all Practice sites as agreed with your managers.
Involvement in CQC related staff preparation.
Provide internal cover, should the need arise due to illness / holidays or staff shortages to ensure the effective running of the team.
The nature of this role requires the job holder to work flexibly and when needed, beyond their core hours to ensure provision of PSC services is maintained to a high standard
Pay: £16.63-£17.71 per hour
Benefits:
- Cycle to work scheme
- Free parking
- On-site parking
Experience:
- Line Management: 1 year (preferred)
Licence/Certification:
- Driving Licence (preferred)
Work Location: In person
