JOB TITLE: PATIENT SERVICES MANAGER - Keats …

1 KGP/ PATIENT SERVICES MANAGER Proposed Job Description/V1/2012 job title : PATIENT SERVICES MANAGER JOB DESCRIPTION RESPONSIBLE TO: PRACTICE MANAGER PARTNERS Salary: Starting from 25000 HOURS: Hours Job SummaryThe PATIENT SERVICES MANAGER will be expected to develop, organise and manage the day to day delivery of SERVICES to our patients including the reception area of the practice. The post holder will implement agreed policies 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 receptionists and ensuring their development. The post holder is responsible to the Practice MANAGER , but will also liaise closely with all the partners, Nurse MANAGER and Data Quality & IT MANAGER . : Job ResponsibilitiesMAIN DUTIES : To implement practice policies and procedures, developing new and updating existing policies/protocols as agreed.

2 To ensure all members of the team are aware of and adhere to these policies and procedures to ensure the delivery of high quality PATIENT SERVICES . 1. Management of PATIENT SERVICES To undertake the day to day management of reception SERVICES . To ensure that existing reception and administrative systems are functioning efficiently. To monitor these systems and make suggestions for improvement. To maintain the timetabling arrangements for all clinical appointments. This will include: the timely production of rotas for all clinical and attached staff working at the practice ensuring that all appointments are available for booking 4-6 weeks in advance ensuring that there are sufficient numbers of appointments available at all times and making arrangements for cover when any clinical staff are absent ensuring that the duty practitioners rota is maintained and that there is sufficient cover for urgent problems, home visits and late surgeries managing the rotas required for the trainers and trainees within the practice managing the holiday rotas for all clinical staff.

3 Identifying and delegating responsibility of elements of rota production to suitably trained staff within the reception team. To routinely monitor and assess practice performance against PATIENT access and demand management targets. To make suggestions for changes in the light of these reviews. To prioritise duties of the reception team at times of unplanned absences. KGP/ PATIENT SERVICES MANAGER Proposed Job Description/V1/2012 To ensure that the registration processes for new patients (including the provision of appropriate information to patients ) are followed and to review and make suggestions for changes to this system. To disseminate information to the whole practice team in relation to PATIENT SERVICES including appointment availability and any agreed system changes.

4 To ensure paper medical records are maintained in good order including accurate filing. Ensuring that all files requested are provided in a timely fashion to other members of the practice team. To oversee and ensure the smooth running of repeat prescribing systems in the practice. To review these systems working closely with the practice prescribing lead, implementing agreed changes as necessary. To implement the practice complaints procedure, assisting in managing complaints as required. The post holder will ensure that all reception staff are adequately trained to handle complaints sensitively. To ensure that PATIENT satisfaction is maintained at every opportunity and to provide opportunities for regular feedback including the implementation of PATIENT surveys.

5 To implement the practice confidentiality policy and ensure training for all staff is included as part of their induction and that regular updates take place. To ensure that the notice boards in the waiting areas are kept up to date and that a regular rotation of appropriate displays takes place during the year. To help to develop information about the SERVICES provided by the practice and ensure that the practice website and leaflet contains up to date information about PATIENT SERVICES . To be prepared to undertake reception duties in the case of unplanned absence of reception staff. To be responsible for handling insurance company requests for reports and requests from other outside bodies including managing the accounting system for this work 2. Staff Management To line manage the PATIENT SERVICES Supervisors providing support as required To line manage the cleaner To organise and attend meetings with reception team on a regular basis (a minimum of one every 4 weeks).

6 The post holder will prepare agendas and distribute minutes/action points from these meetings. To regularly monitor the skills mix and deployment of staff within the reception team. To review the roles and responsibilities of all members of the team on a regular basis. To arrange and record holiday absences for all staff and organise appropriate holiday cover for staff. To implement the practice s appraisal and performance monitoring systems for reception team. Undertake regular one to one meetings with staff to review their development objectives, performance and any other work based issues. To identify, organise and deliver training identified from staff personal development objectives. Evaluate, organise and oversee staff induction and training and ensure that all reception staff are adequately trained to fulfil their role and that their continuing development is achieved.

7 To organise team wide educational and team building events. To monitor reception staff sickness in accordance with the practice sickness policy and provide timely records to the Practice MANAGER . Manage staffing levels within the agreed budgets. KGP/ PATIENT SERVICES MANAGER Proposed Job Description/V1/2012 To authorise and monitor overtime undertaken by reception staff. To ensure that the whole reception team participate in audit (clinical and non-clinical), other quality review measures and significant event reviews. To lead, with the support of the Practice MANAGER , on the recruitment and retention of reception staff. Together with the Practice MANAGER /GP Trainers co-ordinate the GP Registrars , medical students and FY2s inductions and timetables as and when required. 3.

8 Strategic management and planning To adopt a strategic approach to the development and management of PATIENT SERVICES . To plan and monitor the SERVICES being offered to patients . This will involve working in conjunction with the Data Quality MANAGER and Practice MANAGER to ensure the delivery of specific SERVICES . Management lead for the delivery of the annual flu campaign. To set objectives for the reception team and evaluate progress, oversee implementation of objectives and identify any barriers to reaching these objectives. These objectives will be agreed in line with overall practice objectives. Contribute to the preparation and updating of Practice Development Plans and oversee the implementation of the aims and objectives in relation to PATIENT SERVICES .

9 Foster an environment within the team that supports staff development and encourages ideas and takes account of staff opinions. Working closely with the team managers and partners of the practice to ensure that the practice meets quality indicators and targets (including the Quality and Outcomes Framework, Care Quality Commission, key performance indicators and other quality monitoring measures). To take a lead within the practice with regard to improving access for patients . This will include managing change, developing new systems and procedures and keeping all members of the practice team and patients informed of changes. To work with team managers of the practice to develop and oversee effective methods for involving patients in decision making. This will include involvement in the practice PATIENT Reference group meeting as required.

10 To attend external meetings to assist the development of the practice. Develop and maintain effective communication both within the practice and with relevant outside agencies. To take the lead as required in accordance with the Practice Business continuity plan. 4. Maintenance of the Reception and Waiting Area To ensure that the reception and waiting areas are comfortable and there are suitable means to display and make information for patients available. To ensure that the waiting rooms, reception area and storage areas are kept clean and tidy. To liaise with the Practice MANAGER / Office Administrator regarding any maintenance work identified in the PATIENT and reception areas. To implement practice policies and procedures regarding health and safety in reception and waiting areas.