Description
The Patient Services Manager provides support to the Practice Manager and works with the management team across a range of duties relating to the patient experience. The role involves leading a team of 30 Care Navigators across both sites, with the support of 2 Patient Services Assistants, to deliver outstanding patient service.
The main purpose of this role is to ensure excellent communication within the team and to patients, an efficient and organised service provision, and support the practice with improvements.
Key responsibilities include:
- Managing staff rotas, recruitment, training, appraisals, absence management, and team development
- Promoting excellent customer care and ensuring compliance with practice policies and information governance requirements
- Overseeing patient communications, including feedback, complaints management, online access services, and engagement with the Patient Participation Group (PPG)
- Monitoring workload across reception, telephone, and online services, ensuring patient enquiries are handled efficiently and effectively
- Working closely with the wider practice team to maintain a safe, organised, and patient-focused environment while supporting operational efficiency and accessibility for all patients
The ideal candidate will have:
- Qualifications & Experience: Educated to GCSE level or equivalent, including English and Mathematics, and previous experience of managing or supervising a team within a healthcare, customer service, or administrative environment
- Experience of staff recruitment, training, performance management, and development
- Experience of managing rotas and staffing levels
- Experience of handling patient complaints, feedback, and service improvement initiatives
- Proficient in Microsoft Office applications and clinical operating systems
Desirable qualifications include:
- Management or leadership qualification
- Experience working in a GP practice, NHS setting, or primary care environment
- Experience using EMIS Web, Accurx, NHS App administration, or other NHS digital systems
This is a permanent role with a flexible working pattern, offering a salary depending on experience.