JOB DESCRIPTION / PERSON SPECIFICATION

Job Title: Patient Services Supervisor
Hours – Part Time

JOB SUMMARY

Due to retirement, an exciting opportunity has arisen for an experienced Patient Services Supervisor to join our friendly team at Thornhills Medical Practice. Expected start date of early June 2025.
The Patient Services Supervisor will work in conjunction with our other Patient Services Supervisor and be jointly responsible for overseeing the smooth day to day running of the patient services department and team. Ensuring that a high quality patient service is provided, acting as central point of contact for patients and for providing effective supervision and leadership to the patient services team.
The post holder will be expected to develop, organise and manage the day to day delivery of services to our patients. The post holder will implement agreed policies and procedures and consider the introduction of new services to ensure the quality and efficiency of services we deliver. You will be responsible for managing the team of Patient Services Advisors and ensuring their development.

ESSENTIAL SKILLS:

• Excellent communications skills, oral and written.
• Previous experience of leading and managing people in a fast paced patient service setting.
• A proven history of developing the skills and confidence of a team and team members to fulfil their potential whilst continuously improving the service they provide to patients. Ability to build strong working relationships with your team.
• Ability to assertively manage difficult conversations with team members and patients
• Ability to confidently and continuously challenge the ‘status-quo’ and effectively manage conflicting priorities in the workplace.
• Ability to contribute to improving access for patients, including managing change, developing new systems and procedures.
  The successful post holder will be required to be flexible enough to start work at 8am on certain days and finish at 6.30pm on other days. There may be occasions when there is a requirement to work evenings and weekends.

PATIENT SERVICES ADVISOR TEAM SUPERVISION / MANAGEMENT:

• Lead and manage the Patient Services Advisor team. Providing support and motivation, developing their skills and confidence to fulfil their potential whilst continuously improving the service they provide to patients.
• Manage the team rota system and duties, ensuring that overtime is kept to a minimum and approved prospectively by a manager.
• Ensure monthly overtime claims are received on time and are authorised.
• Oversee authorisation and administration of the team annual and other leave organising holiday rotas in line with agreed policy.
• Undertake yearly appraisals and performance monitoring of the team. Set objectives for the team and evaluate progress, oversee implementation of objectives and identify any barriers to reaching these objectives.
• Undertake regular one to one meetings with team to review their development objectives, performance and any other work based issues.
• Organise and lead team meetings and follow-up any matters arising.
• Be fully conversant with practice procedures and developments and ensure that team are kept fully updated.
• Support and mentor the team with implementing changes to procedures and protocols to improve the patient experience and in-house systems
• Ensure that the team handle patients’ and visitors’ enquiries courteously, efficiently and confidentially.
• Support and encourage the team to use Care Navigation to signpost patients to the appropriate pathway.
• Assist Assistant and Practice Manager in recruitment and retention of team, reviewing job descriptions as necessary.
• Oversee induction and training of all new team members to agreed standards.
• Participate in practice meetings, e.g. Workflow / Staff
• Manage daily risk assessments for ground floor
• Upon completion of appropriate training participate in team lead Fire Warden duties for the ground floor

CONFIDENTIALITY:

• In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately
• In the performance of the duties outlined in this job description, the post-holder may have access to confidential information relating to patients and their carers, practice staff and other healthcare workers. They may also have access to information relating to the practice as a business organisation. All such information from any source is to be regarded as strictly confidential
• Information relating to patients, carers, colleagues, other healthcare workers or the business of the practice may 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

TEAM ADMINISTRATION RESPONSIBILITIES

Ensure that the following tasks are completed efficiently by the team:

• On the day Prescriptions support, including EPS
• Medical Reports
• Test results
• Cytology
• Patient recalls and reminders
• Distributing post / emails
• Monitor and order medical stationery and Inventory and prescription pads
• Monitoring practice stationery and refreshment provisions.
• Organise toner recycling
• Petty cash tin recognition
• Oversee maintenance and supply of waiting room water cooler for patients
• Record and prepare monthly submission for baby and child immunisations administration via Open Exeter
• Manage Patient Online Services Administration