JOB OVERVIEW

Modality Partnership Mid Sussex Division have a full-time/part-time vacancy (minimum 25-37.5 hours per week) for a Multisite Patient Services Manager. The postholder will work as part of a wider management team across Modality Mid Sussex Division to help drive forwards the Division to continue to deliver excellent patient services. We are seeking a dedicated postholder to join our team who can display our CARE values: Commitment, Accountability, Respect and Excellence. Salary for this role is £35,000 per annum WTE.
This job is suitable for individuals who are good communicators, well-organised, have excellent leadership and management skills to drive the day to day running of the practice to ensure our patients have a positive experience.

JOB DESCRIPTION

Please refer to the supporting documents section to retrieve the JD detailing the core responsibilities of this role.
· To support the Practice Manager in the day-to-day running of the Practice
· To ensure the Practice is set up ready for service each day.
· To ensure the Patient Services team supports the day-to-day running of the Practice.
· To work with delegated responsibility within the Practice to maintain the area in keeping with the aspirations of Modality and ensure an efficient and quality service is always provided to patients and other service users.
· The post holder will be expert in relation to Patient Services protocols, policies and procedures.
· To act as the first point of contact for patient feedback and complaints, resolving them informally where possible and escalating where necessary.
· To act as first point of contact to manage the Practice building and ensure compliance with relevant legislation.
· To manage the delivery of Practice clinical services, including effective management of appointments and clinics.

KNOWLEDGE:

NVQ 3 or above equivalent experience
MS software packages
Patient Service systems and related procedures and policies
Basic Knowledge of HR Policies and Procedures
Understanding of appraisal systems
Sickness and absence policies
Recruitment awareness
Health and Safety procedures
Supervisory role experience

SKILLS:

Demonstrates effective communication both written and verbally
Able to deal with difficult situations and challenging behaviours
To work with a team to co-produce solutions

MAIN DUTIES OF THE JOB

The role is an all-rounded, leadership and management role; we are seeking individuals to join our team who are caring, compassionate and confident, who demonstrate effective communication, , IT skills, and the ability to support our staff and partners with all aspects of site management which will include responsibilities for: staff management, rota management, payroll and expenses, meetings, dealing with patients, CQC compliance, supporting the implementation of key policies and projects. As a PSM you will benefit from the Modality group central team support who assist our sites with finance, strategy, recruitment and onboarding, patient complaints and HR.
The role is not your regular 9am-5pm job and is not a pure management role; the job requires innovation, flexibility, and commitment and the postholder will be required to work resourcefully as part of the team to ensure tasks are completed.

KEY DUTIES & RESPONSIBILITIES:

· To support the management of the day-to-day Patient Services team, ensuring all resources are available and deployed as required.
· To undertake appraisals and staff 1-2-1s.
· To ensure all CQC policies are implemented and fully complied to within Practice and that staff are fully trained and knowledgeable in relation to their requirements.
· To provide patient services, including greeting patients and visitors.
· To support the Practice Manager, with delegated responsibility in their absence, in ensuring cover is available in times of sickness, annual leave or in other emergencies, and helping to manage the rota.
· To ensure payroll details for the Practice team are completed accurately and submitted in a timely manner.
· To be responsible for smartcard administration and local IT.
· To participate and provide induction and training to the Practice team when required.
· To ensure shared learning from individually attended training sessions is cascaded to all members of the Practice team.
· To ensure information/communications are shared with the Practice team in a timely manner.
· To support the Practice team with resolving patient issues and ensuring a satisfactory outcome.
· To ensure that information in Practice is up to date and available in formats suitable for all patients, including information regarding services and how to make a complaint.
· To manage annual leave requests and monitor attendance for Practice staff.
· To report any issues concerning capability or which may be disciplinary in nature, in line with Modality policies, to manage with the Practice Manager.
· To respond to emails and telephone calls in a timely manner.
· To identify and resolve issues/faults with estate/equipment/cleaning, referring to business continuity plan and where necessary escalating to Practice Manager.
· Responsible for the day-to-day Health and Safety of Practice, staff and visitors.
· To ensure the building is opened on time and closed securely at the beginning and end of each working day.
· To ensure all equipment used is safe to use, calibrated and PAT tested as required.
· To oversee rota input and planning with Practice Manager.
· To manage petty cash.
· To respond to queries in a timely manner, recording and reporting appropriately.
· To arrange and attend the Patient Participation Group.
· To manage the effective running of clinical and non-clinical meetings in Practice, including assisting with attendee coordination, agenda circulation, information gathering and room preparation, visitor meet and greet and recording as required.
· To manage the practice requirements under the Gold Standard Framework.
· To chair internal meetings and ensure accurate recording.
· To oversee ordering of consumables.
· To manage incident reporting where appropriate.
· To assist Practice Manager with NHS choices feedback and Friends and Family administration.
· To undertake any other duties commensurate with the scope of the role and within your skill sets as required.

NB: THIS JOB DESCRIPTION OUTLINES THE KEY DUTIES THAT ARE EXPECTED OF YOU WITHIN THE ROLE OF SENIOR PATIENT SERVICES ASSISTANT, ACTING IN THE CAPACITY OF FRONT-OF-HOUSE, FACE-TO-FACE OR BACK-OF-HOUSE TELEPHONIST, ALTHOUGH IS NOT AN EXHAUSTIVE LIST. IT MAY BE AMENDED IN LINE WITH EXPERIENCE, BUSINESS REQUIREMENTS AND AS A RESULT OF ANY FUTURE ORGANISATIONAL CHANGE.

You will love this job if you have a passion for thinking outside the box, are analytical and innovative and are driven to find and implement solutions to improve the day to day working environment. You will learn more because you will improve the way we work from the ground up whist working closely with leadership teams to influence service improvement.
If you feel this is the ideal career advancing opportunity for you and you want to rise to the challenge of this opportunity, we welcome an application for you to join our growing team of likeminded people.
Please note: Modality Partnership reserves the right to close this vacancy at any point during the recruitment stage.