Patients Services Unit (PSU)Manager

Job title:

Patients Services Unit (PSU)Manager

Company

NHS

Job description

Would you like to join our friendly and resolute team of clinicians and non-clinicians at a large NHS general practice based in Slough, Berkshire?We are looking for a motivated and experienced Patients Services Unit Manager to join our team. We offer a competitive salary and benefits package, as well as the opportunity to work in a supportive and collaborative environment with a diverse committed workforce from different ethnic backgrounds ensuring the quality of our services to our patients are to a high standard.The Patient Services team look after the reception, telephone, and non-clinical administration work within the Practice. Your responsibilities will be supervising, managing, and leading of all Patients Services Unit staff and the smooth and successful running of the department. The department is the first point of contact for all our patients, meeting their challenging demands within the service capacity set by the Partnership. You will work across all four of our sites, working closely with clinicians, navigating and problem solving for our patients. You will have the opportunity to use state of the art technology to manage patients interactions and administrative processes and deliver right first-time responses to our patients with a high service ethos. The job description and Person Specification for the role are attached.Main duties of the jobResponsible for the robust recruitment, induction, training, and development of the Patients Services team.Manage and motivate the Patients Service team to achieve performance goals within a team-based environment and deliver an efficient service to our patients.Manage and develop Patient Services Team Leads.Maintain operational efficiency of the people and processes to facilitate exemplary clinical care.Line management of the Patient Services team including (supported by HR where appropriate)Day-today resolution of issuesAbsence managementAppraisals and feedbackParticipation in promotion and pay discussionsDisciplinaries & conflict resolutionCommunication of information to the team and collection of feedback from the teamStaff rota and workingAllocation of staff to tasks to ensure PSU meets its objectivesPreparation and maintenance of staff rotaEnsure there is sufficient staff to provide the required level of service for example adjusting cover for holiday and sicknessProvide staff to complete required functions in other areas, e.g. fire alarm checks, water temperature monitoring, ordering of suppliesHandle patient complaints, queries and concerns at source.About usFarnham Road Medical Group (FRMG) started a small surgery and has grown over the years into an outstanding large training GP practice that is approved by NHS England Thames Valley GP School. With four clinical sites based in Slough, we now have a team of over 100 people looking after 38,000 patients. The practice is committed to innovation in providing high-quality health care for our patients and a protected working and learning environment for our staff. Our team includes pharmacists, nurses, physician associates, paramedics, MSK practitioners, Mental Health Practitioners, managers, social prescribers, and care coordinators as well as GPs and a large Patient Services team. This resolute team provides an evolving healthcare and medical service to meet the varying needs of our patients and, in turn, provides what we believe is a sustainable model of modern General Practice. We have expanded our expertise and have transformed how we provide medical services to try to ensure we meet the demands of Sloughs diverse population.Our vision is simple: Putting Patients First and providing services that tailor to their needs, which we strive to achieve through brilliant leadership, mentoring, teamwork, communication, problem sharing and solving, support, integrity, fun, training, education, and continued development.Date posted21 October 2024Pay schemeOtherSalaryDepending on experienceContractPermanentWorking patternFull-timeReference numberA3559-24-0024Job locations301 Farnham RoadSloughSL2 1HDDoctors Surgery242 Wexham RoadSloughSL2 5JPBritwell CentreWentworth AvenueSloughBERKSHIRESL2 2DTWeekes Drive Surgery100 Weekes DriveSloughSL1 2YPJob descriptionJob responsibilities

• Recruitment, Training and Development of the Patient Services team.

Reviewing training needs and sourcing appropriate training.Induction of new staffManaging training programmes for PSU staffCV screening and interviewing

• Line management of the Patient Services team including (supported by HR where appropriate)

Day-today resolution of issuesAbsence managementAppraisals and feedbackParticipation in promotion and pay discussionsDisciplinaries & conflict resolutionCommunication of information to the team and collection of feedback from the team.

• Management and development of Patient Services Team Leads.
• Maintain operational efficiency of the people and processes to facilitate exemplary clinical care.

Maintain access for patients working within constraints of the clinical rota.High quality interactions with all stakeholders.High quality administration, right first time, productivity as per targets.Monitor and report on activities.

• Staff rota and working

Allocation of staff to tasks to ensure PSU meets its objectivesPreparation and maintenance of staff rota.Ensure there is sufficient staff to provide the required level of service for example adjusting cover for holiday and sicknessProvide staff to complete required functions in other areas, e.g. fire alarm checks, water temperature monitoring, ordering of supplies

• Handle patient complaints, queries and concerns at source.
• Provide support in other areas when members of the management team are absent
• Provide help in resolving issues and problems affecting Practice operations as appropriate
• Mutual support to colleagues
• Management of contractors as appropriate

Job descriptionJob responsibilities

• Recruitment, Training and Development of the Patient Services team.

Reviewing training needs and sourcing appropriate training.Induction of new staffManaging training programmes for PSU staffCV screening and interviewing

• Line management of the Patient Services team including (supported by HR where appropriate)

Day-today resolution of issuesAbsence managementAppraisals and feedbackParticipation in promotion and pay discussionsDisciplinaries & conflict resolutionCommunication of information to the team and collection of feedback from the team.

• Management and development of Patient Services Team Leads.
• Maintain operational efficiency of the people and processes to facilitate exemplary clinical care.

Maintain access for patients working within constraints of the clinical rota.High quality interactions with all stakeholders.High quality administration, right first time, productivity as per targets.Monitor and report on activities.

• Staff rota and working

Allocation of staff to tasks to ensure PSU meets its objectivesPreparation and maintenance of staff rota.Ensure there is sufficient staff to provide the required level of service for example adjusting cover for holiday and sicknessProvide staff to complete required functions in other areas, e.g. fire alarm checks, water temperature monitoring, ordering of supplies

• Handle patient complaints, queries and concerns at source.
• Provide support in other areas when members of the management team are absent
• Provide help in resolving issues and problems affecting Practice operations as appropriate
• Mutual support to colleagues
• Management of contractors as appropriate

Person SpecificationQualificationsEssential

• Level 3 qualification or comparable management qualification with 5 years supervisory experience within a Primary Care Environment.

ExperienceEssential

• Excellent interpersonal and communication skills
• Ability to work independently and as part of a team.
• Perform effectively under pressure.
• Demonstrate experience of running a team/ department in an environment demanding high levels of customer care, efficiency, and accuracy.
• Be highly motivated with excellent leadership qualities to achieve the practice objectives.
• Strong team player with experience of working in a multi-disciplinary environment.

Desirable

• Understanding of the current health, social care and political agendas, and issues faced by the NHS and General Practice are desirable.

Person SpecificationQualificationsEssential

• Level 3 qualification or comparable management qualification with 5 years supervisory experience within a Primary Care Environment.

ExperienceEssential

• Excellent interpersonal and communication skills
• Ability to work independently and as part of a team.
• Perform effectively under pressure.
• Demonstrate experience of running a team/ department in an environment demanding high levels of customer care, efficiency, and accuracy.
• Be highly motivated with excellent leadership qualities to achieve the practice objectives.
• Strong team player with experience of working in a multi-disciplinary environment.

Desirable

• Understanding of the current health, social care and political agendas, and issues faced by the NHS and General Practice are desirable.

Expected salary

Location

Slough, Berkshire

Job date

Sat, 26 Oct 2024 05:41:12 GMT

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