Patient Services Officer​/Reception Team Leader

This is a patient facing role and applicants must have proven customer service skills and recognise the importance of empathy and compassion when communicating with patients.

The role involves assisting the patient in accessing health care services at the practice, care navigation and signposting. The post holder will have previous experience of managing a team, preferably in a healthcare setting.

Hours of work will be:

Tuesday - 1.00pm-6.30pm

Thursday - 1.00pm-6.30pm

Friday - 8.00am-2.00pm

Total 30 hours per week.

Job Summary

To supervise, develop and orchestrate the Patient Services team.

To contribute to the planning, duties and functions of the team and department.

To embed a professional ethos, providing excellent levels of patient care in an environment of empathy at all times.

We are a team of 7 GPs, 5 nursing colleagues and supporting administrative staff, serving a population of 10,000 in the Halesowen area. Halesowen Medical Practice, also known as St. Margaret's Well Surgery, is also a training practice for specialist GP Registrars.

The clinical systems in use include Emis Web, Docman and Accurx.

We operate from a purpose built primary care premises with staff parking.

We have a friendly team with a shared purpose of providing good quality care to our patients.

Employed staff -

To ensure adequate staffing levels; organise holiday/sick cover in line with agreed policy, with an awareness of budgetary constraints.

Co-ordinate leave requests.

To be first point of contact for absence reporting for team members and co-ordinate return to work for staff within the team, with the support of the Practice Manager.

Oversee the induction, training and on-going review for team members and assist in the induction process of all new joiners to the practice (clinical and non-clinical).

Co-ordinate annual appraisals for Patient Services team staff.

Ensure practice polices are followed and accurate records are kept.

Delegation of tasks within the Patient Services team.

Liaise with management team concerning staffing and organisation of work.

Liaise with other members of the primary health care team, outside agencies and practice volunteers as required.

Patient & Clinical Support Services -

Assist with complaint investigation in accordance with practice complaints procedure and evaluate suggestions.

Understand the range of services on offer, how to use them effectively and guiding patients through their interactions within the practice.

Maintaining constant awareness and anticipating the needs of patients, clinicians and colleagues and taking action to support those needs.

To review the effectiveness of the appointment system and respond to any changes which may impact on the capacity to meet patient demands in conjunction with the Practice Manager and Assistant Practice Manager.

To assist in changes required in the instance of the unplanned absence of a clinician.

To co-ordinate systems associated with the transfer of incoming and outgoing patient records (GP Links and Primary Care Support England Portal).

To ensure the effective and efficient registration of new patients and management of all registration queries in accordance with practice policy.

To co-ordinate access to online patient services in accordance with practice policy.

To be responsible for and co-ordinate the timely administration of repeat prescription requests undertaken within the department.

To be responsible for the co-ordination of the practice email account and text messaging appointment reminding service.

Provide cover for other roles within the department and undertake reception duties.

Ensure the timely and accurate handling of messages, and ensuring that unresolved or urgent matters are prioritised.

Ensure all documentation is complete and up to date to avoid delays for patients or outside agencies.

To oversee the maintenance of NHS stationery supplies to ensure the practice remains adequately stocked at all times.

Co-ordinate the efficient processing of all post and courier collections.

Capacity & Demand -

Manage the various appointment systems in line with agreed policies.

Continually assess and evaluate…