Patient Services Manager
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Commit to excellence. Join our team “Where patients come first”.
Pharmaxo Pharmacy Services Limited is a growing clinical homecare provider in an expanding market offering greater convenience to patients whilst delivering efficiencies to the NHS.
The compounded drugs used in its drug services are provided by its sister company Qualasept Ltd t/a Bath ASU, which also produces over 3,000 aseptically compounded injectable pharmaceutical products each day for hospitals and patients across the UK who are fighting cancer, living with chronic illness or in need of pain relief.
We are looking for someone that is passionate about making a difference to patient lives, dedicated to improving company processes, has a drive to be an expert in what they do, wants to be part of our fantastic company community and is as committed to their career training and progression as we are. Do you have the qualities that we are looking for? If so, you could join our friendly and dynamic team.
As Patient Services Manager, you will help lead a growing team of Patient Service Administrators, providing support and direction to the team to deliver a service where the patient always comes first.
Lead, manage and coach a team of Patient Services Advisors to high levels of performance, ensuring your team members have goals, performance reviews, coaching and feedback to maximise effectiveness.
Ensure the team follow relevant policies, processes, performance targets and service standards, and proactively propose developments to support continuous improvement.
Identify training and development opportunities within the team that are aligned to meet patient and business demands.
Manage and drive individual and team performance to meet KPI’s.
Manage call queues in real-time and take call escalations.
Resource planning and scheduling daily, weekly and monthly tasks including annual leave management.
Ensure monthly 121’s are conducted with all team members.
Ensure Personal Development reviews are conducted annually with all team members.Active participation in the management of patients receiving homecare including but not limited to:
Contacting patients by telephone or email to arrange deliveries
Scheduling deliveries to patients via 3rd party subcontracted logistics
Maintaining accurate electronic records of calls to and received from patients within the Pharmaxo Patient Management System
Maintaining documentation including patient registration forms and prescriptions
Performing accuracy checks upon receipt of prescriptions and other referral documentation
Active management of prescription requirement from referring centres
Handling patient and customer queries
Liaising with external health care professionals regarding registered patients care
Work internally with other operational functions following sign off of new business, ensuring seamless implementation into the Patient Services department.
Accountable for the development, implementation and competency assessment of Standard Operating Procedures within Patient Services Team.
To be able to adapt and work appropriately in non-routine situations.
To drive the company ethos of “Patient come first” in all activities
Commitment to participate in any extended hours, Bank Holidays and on call rotas.
Collaboratively working across other departments including pharmacy, stores and finance.
Attend operational meetings representing the Patient Services department where required.
To undertake any other duties as required by the Head of Operations.
Further duties & responsibilities
Provide timely, accurate and complete performance reports on the Patient Services Team to the Head of Operations and Managing Director.
Attendance at customer meetings representing Pharmaxo as required.
Supporting the Operational Excellence Lead in key projects identified by the Senior Management Team as necessary developments in order to meet the organisation's core challenges.
The skills & attributes you will bring
Strong team management skills gained through demonstrable team management experience
Excellent communication skills and the ability to influence decision making at all levels
Good organisational skills with the ability to plan and deliver on competing priorities
Ability to deal with change effectively, disseminating to a team in a clear and concise manner.
In return we can offer:
29 days holiday (including bank holidays) increasing to 34 days with service
Company bonus scheme upon successful completion of probation
Generous Pension scheme
Additional non-contractual benefits including free breakfast, fruit and outdoor gym
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