Overview
We are seeking a proactive and experienced patient services manager to join our busy GP practice. This key leadership role is responsible for overseeing the day‑to‑day running of reception and prescription admin teams, ensuring delivery of a high‑quality, patient‑focused service in line with NHS and CQC standards.
Responsibilities
- Act as first point of escalation for patient queries, concerns, and complaints, resolving issues promptly and professionally.
- Lead, support, and motivate the team to deliver an efficient, friendly, and patient‑centred service.
- Manage and maintain staff rotas, ensuring adequate cover at all times.
- Monitor and manage staff sickness and absence, maintaining accurate records and arranging appropriate cover.
- Support performance management, including appraisals, one‑to‑one meetings and staff development.
- Oversee front‑of‑house operations: appointments, patient flow and telephone systems.
- Ensure effective communication between reception, clinical staff and the wider team.
- Promote excellent customer service and continuous improvement aligned with CQC standards.
- Undertake and oversee administrative duties: patient record management, document handling and data entry.
- Use EMIS Web and other clinical systems effectively to support service delivery.
- Provide administrative and operational support to the Practice Manager as required.
Qualifications
- Previous experience in a GP practice or primary care setting.
- Experience in a supervisory or team leadership role.
- Experience handling patient queries, complaints and difficult situations.
- Strong understanding of GP reception processes and patient services.
- Working knowledge of EMIS Web clinical system.
- Excellent communication and interpersonal skills.
- Ability to lead, motivate and support a team.
- Strong organisational skills and ability to prioritise workload.
- Ability to manage rotas and respond to changing service demands.
- Professional, approachable and empathetic manner.
- Resilient and calm under pressure.
- High level of confidentiality and integrity.
- Proactive and solution‑focused.
- Knowledge of NHS policies, procedures and CQC standards.
- Experience supporting staff appraisals and performance management.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and a Disclosure and Barring Service check will be required to check for convictions.
