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Patient Services Manager in Sheffield at CARE Fertility

Date Posted: 4/13/2018

Job Snapshot

Job Description

 

CARE Fertility is one the leading independent providers of fertility treatment in the UK, committed to delivering the highest quality patient care.

We require a well organised and motivated individual to manage and be part of our busy administration team, which delivers secretarial, administration and reception support to the clinic. You will have people management experience, strong administration skills and a caring, sensitive and professional attitude. Proven office and customer service experience is essential, this role involves patient contact. An understanding of the role of the HFEA and CQC Regulations would be advantageous.

 

Key Responsibilities: 

1. To be responsible for the overall running of the Patient Services department and supervision of its staff.

2. To line manage the administration staff including team and individual performance line management, appraisals, recruitment and selection and induction, training and development. To organise cover for sick leave and annual leave for reception colleagues as and when required with other team members.

3. To manage all staff rota’s and organise cover at all times for the Patient Services department as and when required with other team members.

4. To be part of the clinic management team attending  multi-disciplinary team meetings and be responsible for informing admin staff of any new policies or changes to working practice.

5. To be responsible for ensuring that all patient enquiries and referrals into the Clinic are followed up.

6. To be proactive in maintaining and improving high quality Customer Service Standards are adhered to in the Clinic.

7. To liaise with patients on a regular basis, providing high standards of customer care.

8. To work with the Unit Administrator in the management of all NHS patients and adherence to the 18ww target.

9. To be responsible for collating all received patient suggestions for the Clinic Director.

10. To be part of the clinic management team attending  multi-disciplinary team meetings and be responsible for informing admin staff of any new policies or changes to working practice.

11. To attend and contribute to company-wide Admin meetings and implement new procedures or policies discussed/developed at this meeting. These meetings are held usually at a CARE clinic.

12. To develop and monitor a system of sending notes from the records store (cellar) on a regular basis for off-site scanning and ensure the records store is kept tidy at all times.

13. To be responsible for the updating and creation of administrative standard operating procedures and patient information as necessary and up-loading them onto Document Management system.

14. To organise and attend all Patient information events on a rota basis.

15. To liaise with other members of the CARE team regarding admin issues.

16. To produce monthly and quarterly patient service reports for the Clinic Director for senior management and executive meetings.

17. To meet weekly with the Clinic Director to report on Patient Services.


General Administration Duties:

1. To take part in the quality management system and auditing programme for the Clinic.

2. To arrange minute taking at Senior Management, Executive and Clinical meetings and any other meetings as necessary.  To follow up Actions appropriately as designated.

3. To deal with incoming calls and e-mail enquiries and action accordingly.

4. To complete treatment bookings/drug orders and treatment activations using ‘wizards’ and templates.

5. To produce patient treatment written protocols in line with clinician instructions.

6. To cover reception as and when required.

7. To comply with the Human Fertilisation and Embryology Authority’s Code of Practice, the Care Standards Act 2008, the Care Standards Regulations 2010 and the Data Protection Act, with special reference to patient confidentiality.

8. To comply with the Health and Safety policies with particular reference to procedures to be followed in the event of a fire and to report all accidents and untoward incidents to the Health and Safety officer.

9. To undertake mandatory training as required, including health and safety, fire, manual handling.

10. Actively participate in CARE’s performance management processes and competency assessment processes.

11. To comply with Infection Control policies and procedures.

12. The post holder will be expected to carry out any other appropriate duties as and when required.

Job Requirements

QUALIFICATIONS

Essential
• Good standard of basic education with GCSE or equivalent in English and Maths
 
Desirable

• RSA III

 

EXPERIENCE

Essential
 
• Two years office experience

• People management experience
 
Desirable
• Medical secretarial experience
• Management qualification
• Previous managerial experience within a health care environment

 

SKILLS

Essential
 
• Strong administration and organisational skills.

• Able to use Microsoft Office packages

• Ability to work with own initiative and can prioritise own workload effectively.

Desirable
 
• Minute taking


INTERPERSONAL
SKILLS

Essential
 
• Excellent customer service skills

• Ability to communicate effectively over the telephone, face to face and in writing.

• Ability to work effectively as part of a team

• Empathy and understanding of needs of patients
 


KNOWLEDGE 

Essential
• An understanding and appreciation of patient confidentiality

Desirable  
• An understanding of the role of the HFEA and CQC Regulations

 

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