Patient Services Lead

Recruitment Solutions (Folkestone) Ltd are looking for an Experienced Patient Services Manager to joining a dynamic and growing group of practices. To lead, drive forward and manage multisite practice locations. You will be responsible for the team of receptionists, ensuring a welcoming and efficient service and communications, reporting directly to SKC Primary Care Manager. NHS / Reception Team Management experience is a must for this role.

Hours: Full time (37.5 hours per week) worked over 7 days between 7.45am – 8.15pm. Salary: £22,000 - £25,000 dependent on experience. Base: Romney Marsh and Royal Victoria Hospital, Folkestone

All About the Role
To oversee the operation of reception at all sites, ensure a smooth running service for patients and clinicians alike. To make sure the rota is correct and make sure there is cover for staff time off where needed.

To have detailed knowledge of all practice and hub procedures. Ensure smooth running of the practice including the provision of administrative support to clinical staff and other members of the practice team.

Communication between patients, members of the primary health care team, secondary care and other associated care agencies.
Develop, implement and maintain new or amended processes as needed.

To ensure that the appointment system is managed effectively and kept up-to-date. Maintenance and monitoring of the hub and practice appointments system.

To oversee the management of the appointment system to ensure that appointments are utilised effectively, to minimise waiting times and make sure patients see the most appropriate clinician.

Confirm that all staff are aware of, and follow, the processes in place for the booking of appointments and management of patients. Responsible for opening up/locking up of practice premises and maintenance of security in accordance with practice protocols.
Line management of all onsite liaison staff and receptionists at all sites; to include holiday request authorisation, ensuring adequate cover at all sites.

Conduct return to work interviews for any staff who return from sick leave or prolonged leave.
Provide weekly / Monthly reports to SKC Primary Care Manager for all areas of reception along with analysis of appointments on a regular basis.

To oversee the running of the primary care hubs. Reporting any issues to the SKC Primary Care Manager and providing regular updates on the service at both hubs (RVH & Buckland) . To provide support to the SKC Primary Care Manager with Health and Safety Lead duties and responsibilities.

Attend management/clinical meetings as required. To adhere to any deadlines and ensure that regular updates happen in a timely manner. To treat all patients and members of the public with respect and not to discriminate.

Health and Safety guidelines are observed at all times and to be aware of guidelines relating to the safeguarding of children and vulnerable adults. To ensure that strict confidentiality is observed at all times

All About You! Essentials
Management/Supervisory experience
Running of a large reception team (or teams)
Excellent communication skills – with the ability to deal with external and internal bodies with tact, diplomacy, sensitivity and professionalism
A high level of confidentiality
Multi-tasker with the ability to use their own initiative
Team worker
Own Transport

Desirable
Management of Multiple sites – Desirable
NHS Background – Desirable

All staff may be involved directly or indirectly with people who are receiving a health service. Therefore, this post will be subject to a DBS check.

The post holder is expected to adhere to any professional guidelines or codes of conduct, for example the Nursing and Midwifery Council Code of Professional Conduct.
Shortlisted candidates will be contacted within 5 working days.