Patient Services Manager

Fern House Surgery is seeking an experienced and dynamic patient services manager to lead our reception team in delivering outstanding patient care. This position is offered on a full-time basis, working hours are Monday to Friday.

The successful candidate will be responsible for managing the daily operations of the reception area, ensuring efficient workflow, and maintaining high standards of service. This role requires strong leadership skills, experience in a GP practice, and proficiency with the SystmOne system. The position offers a competitive salary, professional growth opportunities, and a supportive work environment.

Key responsibilities include:

• Leadership and management: oversee the day-to-day operations of the reception team, ensuring smooth workflows, excellent patient service, and high team morale. Acting as a hands-on trouble-shooter where required.
• Patient-focused care: be the primary point of contact for patient inquiries, ensuring all patients are greeted and assisted with professionalism and care.
• Appointment and workflow management: expertly manage the appointment system, ensuring efficient patient flow and timely service. ensure all objectives & tasks are carried out efficiently and on time by reception team.
• Staff development: lead, train, and support the reception staff, fostering a culture of continuous improvement and teamwork.
• IT and admin expertise: ensuring data accuracy and efficient processing of patient information.
• Oversee and manage all administrative tasks completed by the reception team such as the emails, incoming/outgoing post, the upkeep of notice boards and receipt of incoming deliveries.
• Collaboration: work closely with the practice manager, clinical teams, and external partners, ensuring all updates and processes are smoothly communicated and implemented.
• Quality control: maintain high standards of patient service, managing feedback, and continuously improving procedures.
• Deal with complaints: be the first point of contact for any complaints that come into the surgery.
• Oversee premises: the patient areas such as reception, waiting room, consulting rooms and corridors.

Disclosure and Barring Service Check

Please note this post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.