Overview
Patient Experience Manager Are you a compassionate leader with a talent for bringing out the best in people?
We’re looking for a proactive, resilient and people-focused Patient Experience Manager to lead our front-line Patient Services team of under 15 staff. You’ll have the opportunity to be fully supported with coaching, mentorship and development opportunities.
The Role
The Patient Experience Manager is responsible for the day-to-day line management of the Patient Services Team, ensuring the delivery of compassionate, professional and efficient service in a complex and high demand environment.
This role focuses on team motivation, behavioural standards and resilience building, ensuring all tasks are completed to a high standard while staff are inducted, trained, supported and developed.
Main duties of the job
* Lead and manage the team by building a high-performing, accountable and empathetic team that consistently delivers patient-centred service
* Role model organisational values, addressing conduct, professionalism and challenging behaviour with confidence and fairness
* Recruit, train, and develop staff. To oversee recruitment, induction and ongoing training. Support staff through regular coaching, development planning and pastoral care, fostering resilience in a fast-paced and emotionally demanding environment
* Oversee daily operations - Manage day-to-day workflows, administrative tasks, rota planning, inbox/task oversight, absence, performance and ER issues. Ensure safe, efficient, and high-quality patient pathways across all touchpoints
* Handle complex patient interactions. Deal confidently and compassionately with complaints, queries, and sensitive situations, including those involving anti-social or distressing behaviour
* Audit call handling, admin workflows and task completion against quality KPIs. Use data and digital tools to identify service gaps, then drive improvement through coaching, feedback and solution-focused action
* Work closely with management and business leads to resolve operational issues and escalate concerns appropriately. Provide emergency operational cover and deputise for senior leadership as required
About us
At Berrycroft, we believe that a diverse, inclusive and supportive environment drives better care and outcomes for all. We are committed to making sure all applicants have equal access to opportunities and are treated fairly throughout the recruitment process.
We pride ourselves in offering flexible working patterns and supporting the health and wellbeing of our employees. We offer competitive benefits, which include:
* Lifestyle discounts through our Wellbeing partner, Vivup
* Blue Light Card discount
* Onsite Cafe with staff discount
* Employee Assistance Programmes
* On-site Parking with charging ports
* Free eye tests
* Focus on wellbeing - PLT days recently focused on Wellbeing
* Refer a friend scheme
Job responsibilities
The Patient Experience Manager is responsible for the day to day line management of the Patient Services Team, ensuring the delivery of compassionate, professional, and efficient service in a complex and high demand environment. This role focuses on team motivation, behavioural standards, and resilience building, ensuring all tasks are completed to a high standard while staff are inducted, trained, supported and developed.
Person Specification
Qualifications
* GCSE Grades 9-4 (or equivalent) in Maths and English
* Strong communication skills — written, verbal and presenting
* Confident with multiple forms of technology
* Excellent IT skills and digital adaptability
* Experience in a busy call-handling environment
* Background in administration
* NQV Level 3 or equivalent in Team Leadership
* NHS / primary care general practice experience
* Experience of coordinating staff rotas
* Experience using healthcare systems such as EMIS or Docman
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.
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