Project Manager - TPC Member Services

Job description

Job responsibilities

Key Responsibilities:

1. Service Development and Implementation

Collaborate with cross-functional teams to identify opportunities for service improvement and develop innovative solutions to enhance the member experience.

Lead the development and implementation of organisational service initiatives, ensuring alignment with NHS regulations, policies, and standards.

Monitor the effectiveness of new initiatives through data analysis and feedback mechanisms, adjusting as necessary to optimise outcomes.

Develop and implement services to enhance member satisfaction and retention.

Oversee the day-to-day operations of member services, ensuring timely and accurate response to member inquiries, complaints, and feedback.

Monitor service levels and key performance indicators (KPIs) to identify areas for improvement and implement action plans accordingly.

2. Compliance and Quality Assurance

Ensure compliance with NHS regulations, policies, and standards related to member services.

Implement quality assurance processes to maintain high standards of service delivery and data accuracy.

Conduct regular audits and reviews to identify gaps and opportunities for improvement.

3. Stakeholder Engagement

Build and maintain positive relationships with member stakeholders, including clinical teams, administrative staff, and senior management.

Collaborate with other departments to streamline processes and improve the overall member experience.

Represent the member services department in meetings, committees, and working groups as required.

4. Training and Development

Develop and deliver training programs for member staff to enhance their skills, knowledge, and understanding of the newly developed and implemented services.

Stay abreast of changes in NHS regulations and policies, providing updates and guidance to the team as necessary.

Confidentiality

Employees entrust us with, or allow us to gather, sensitive information in relation to their employment and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately. In the performance of the duties outlined in this job description, the post-holder may have access to confidential information relating to patients and their carers, TPC staff and other healthcare workers. They may also have access to information relating to TPC as a business organisation. All such information from any source is to be regarded as strictly confidential.

Information relating to patients, carers, colleagues, other healthcare workers or the business of collaborating organisations may only be divulged to authorised persons in accordance with TPCs policies and procedures relating to confidentiality and the protection of personal and sensitive data.

Health & safety

The post-holder will implement and lead on the full range of promotion and management of their own and others health, safety and security as defined in TPCs health & safety policy, health & safety manual, and infection control policy and published procedures. This will include (but will not be limited to):

• Ensure they adhere to their individual responsibilities for infection control and health and safety.
• Maintain an up-to-date knowledge of health and safety and infection control statutory and best practice guidelines.
• Using personal security systems within the workplace according to TPC guidelines.
• Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks across the business.
• Making effective use of training to update knowledge and skills.
• Using appropriate infection control procedures, maintaining work areas in a tidy and safe way free from hazards, and initiation of remedial/corrective action where needed.
• Actively identifying, reporting, and correction of health and safety hazards and infection hazards immediately when recognised.
• Keeping own work areas and general/patient areas generally clean, identifying issues and hazards/risks in relation to other work areas within the business, and assuming responsibility in the maintenance of general standards of cleanliness across the organisation.
• Undertaking periodic infection control training (minimum annually).
• Routine management of own team/team areas, and maintenance of workspace standards.
• Demonstrate due regard for safeguarding and promoting the welfare of children.

Equality and diversity

The post-holder will support the equality, diversity and rights of patients, carers, and colleagues, to include:

• Acting in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with TPC procedures and policies, and current legislation.
• Respecting the privacy, dignity, needs and beliefs of patients, carers, and colleagues.
• Behaving in a manner that is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings, priorities, and rights.

Personal/professional development

The post-holder will participate in any training programme implemented by TPC as part of this employment, such training, and responsibilities to include:

To be responsible for the self-development of skills and competencies through participation in training and development activities and maintain up to date technical and professional knowledge relevant to the post.

To undertake any identified training and development related to the post and undertake statutory and mandatory training as deemed appropriate by TPC.

• Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development.
• Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work.

Quality

The post-holder will strive to maintain quality within TPC, and will:

• Alert other team members to issues of quality and risk.
• Assess own performance and take accountability for own actions, either directly or under supervision.
• Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the teams performance.
• Work effectively with individuals in other agencies to meet patients needs.
• Effectively manage own time, workload, and resources.

Communication

The post-holder should recognise the importance of effective communication within the team and will strive to:

• Communicate effectively with other team members.
• Communicate effectively with patients and carers.
• Recognise peoples needs for alternative methods of communication and respond accordingly.

Development

The post-holder will engage and participate in any opportunities arising within the development and expansion of the organisation.

Flexibility

This job description is not intended to be exhaustive. The post-holder will be expected to adopt a flexible attitude towards the duties outlined which may be subject to amendment at any time in line with the needs of the organisation. The post holder may be required to fulfil other duties, as agreed with their line managers, to meet the needs of the organisation. This will involve travel to other sites within the organisation.

Qualifications and Experience

• Desirable to hold a bachelors degree in healthcare administration, business administration, or related field.
• Previous experience in a managerial or supervisory role within a general practice, healthcare, or customer service setting.
• In-depth knowledge of NHS regulations, policies, and procedures related to general practice activities pertaining to development of member services.
• Strong leadership, communication, and interpersonal skills.
• Proven ability to manage and prioritise tasks and meet deadlines in a fast-paced environment.
• Excellent problem-solving skills and attention to detail.
• Proficiency in Microsoft Office Suite and ability to work with software solutions e.g., GP TeamNet.

Disclosure and Barring Service Check (DBS)

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 (formerly known as CRB) to check for any previous criminal convictions.

Benefits

• Competitive salary
• NHS pension scheme
• NHS car scheme
• Continuous professional development opportunities
• Flexible working arrangements

Trust Primary Care Ltd is committed to diversity and inclusion and welcomes applications from all qualified candidates. We are an equal opportunity employer.

Person Specification

Qualifications

• Qualifications: GCSE grade A to C (or equivalent) in English and Maths.
• Knowledge: Knowledge of administrative procedures.
• Knowledge of General Practice, primary care networks and federations.
• Skills: Ability to prioritise workload effectively.
• Ability to use Microsoft Office.
• Ability to work with minimal supervision.
• Able to set up and manage effective document management systems.
• Excellent organisational and administrative skills.
• Problem solving skills.
• Experience: Excellent organisational skills.
• Previous experience of working in a busy office environment.
• Use of secretarial and clerical systems.
• Ability to analyse information and formulating this into reports.
• Problem solving and respond to sudden unexpected demands.
• Organise workload with minimal supervision working to tight and changing timescales.
• Ability to plan manage monitor and deliver activities to a time and agreed specification.
• Knowledge of primary health care.
• Ability to influence and negotiate.
• Communication Skills: Excellent communication and interpersonal skills.
• Experience of and ability to present and produce clear accurate and concise minutes and action points and reports.
• Ability to communicate effectively with a wide range of stakeholders.
• Excellent written and verbal communications.
• Presentation skills.
• Other: Adaptable and flexible and innovative approach to work.
• Acts in ways that support equality diversity and inclusion including treating people with dignity and respect.
• Appreciate the need for confidentiality and discretion.
• Committed to accuracy and efficiency.
• Personal Qualities/ Behavioural Attributes: Deliver the highest standards and quality outcomes possible.
• Build positive working relationships by respecting and valuing others and being helpful and inclusive.
• Joint working with others like practices or colleagues in the delivery of high-quality healthcare and training.

• Qualifications: Bachelors degree in healthcare administration or business administration or related field.
• Experience: Management experience in general practice.

Disclosure and Barring Service Check

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 (formerly known as CRB) to check for any previous criminal convictions.

Employer details

Employer name

Trust Primary Care Ltd

Address

The Ridge Medical Practice

Cousen Road

Bradford

West Yorkshire

BD7 3JX

http://www.trustprimarycare.co.uk/