The Patient Services & Operations Manager is a key member of the practice management team, responsible for leading and developing the patient services function and ensuring the effective day-to-day operation of front-line services. The postholder will provide leadership to the reception, care navigation and patient services teams, promoting a positive, patient-centred culture and delivering high standards of service and accessibility.
Working closely with the Practice Manager and wider leadership team, the role will oversee patient access, appointment systems, telephony performance, workforce management and operational service delivery. The postholder will be responsible for managing staff recruitment, induction, appraisals, attendance, performance and wellbeing, ensuring a motivated and high-performing team.
The Patient Services & Operations Manager will lead service improvement initiatives, review workflows and processes, support digital transformation and help ensure the practice meets operational objectives. They will act as a key point of contact for patient service issues, manage first-stage complaints and support the implementation of reasonable adjustments to improve patient experience and accessibility.
This is an exciting opportunity for an experienced operational leader who is passionate about delivering excellent patient care, developing staff and driving continuous improvement within a busy and progressive primary care environment.
Main duties of the job
The Patient Services & Operations Manager will provide day-to-day leadership of the reception, care navigation and patient services teams, ensuring the delivery of safe, efficient and patient-centred services. The postholder will oversee operational performance, patient access, appointment management, telephony systems and service delivery, identifying opportunities to improve workflows and patient experience.
The role includes responsibility for staff management, including recruitment, induction, supervision, appraisal, attendance management and staff development. The postholder will support a positive team culture, promote high standards of customer service and ensure effective communication across teams.
Working closely with the Practice Manager and wider leadership team, the Patient Services & Operations Manager will contribute to operational planning, service improvement projects and the implementation of new processes and systems. The role will also support the management of patient feedback and first-stage complaints, ensuring concerns are addressed appropriately and learning is embedded within the service.
The successful candidate will be a proactive and visible leader, capable of managing competing priorities, resolving operational issues and supporting the delivery of high-quality primary care services.
About us
We are a forward-thinking, patient-centred practice offering continuity of care for all patient groups. As one of the region's leading training practices, we are proud to have a diverse skill mix of highly valued healthcare professionals and support staff. Together, we aim to provide excellent accessibility for both your long-term care and your more urgent medical needs.
Key Responsibilities
Leadership & Team Management
* Lead, manage and develop the reception team.
* Promote a positive, inclusive and patient-centred culture.
* Provide day-to-day leadership and support to reception and patient services staff.
* Conduct appraisals, supervision meetings and performance reviews.
* Manage attendance, annual leave, sickness absence and staff wellbeing.
* Address performance concerns in line with practice policies and procedures.
* Identify training and development needs within the team.
* Support succession planning and talent development.
Operational Management
* Oversee the day-to-day operation of reception and patient services functions.
* Ensure effective management of appointment systems, patient access and telephony services.
* Monitor demand and capacity within patient services and recommend improvements.
* Lead operational planning and service delivery initiatives.
* Resolve operational issues and service disruptions promptly and effectively.
* Ensure appropriate staffing levels and rota management.
* Support implementation of new systems, processes and service improvements.
* Act as the operational lead for front-line administrative services.
Patient Access & Experience
* Lead initiatives to improve patient access and patient experience.
* Ensure patients receive a professional, efficient and compassionate service.
* Monitor patient feedback and identify opportunities for improvement.
* Manage first-stage complaints and service recovery processes.
* Support the implementation of reasonable adjustments and accessibility requirements.
* Promote equality, diversity and inclusion within service delivery.
Workforce & HR Responsibilities
* Support recruitment, onboarding and induction of patient services staff.
* Manage employee relations matters within the patient services team.
* Conduct return-to-work interviews and attendance reviews.
* Support workforce planning within patient-facing services.
* Promote staff engagement, wellbeing and retention.
Service Improvement
* Review and improve administrative workflows and operational processes.
* Support implementation of digital transformation initiatives.
* Use data and performance indicators to identify improvement opportunities.
* Contribute to practice objectives and operational planning.
* Work collaboratively with the Practice Manager, Governance & Compliance Lead and Finance Lead to support delivery of organisational goals.
Professional Responsibilities
* Maintain confidentiality and comply with GDPR and Information Governance requirements.
* Adhere to practice policies and procedures.
* Undertake training and professional development as required.
* Participate in management meetings and contribute to strategic discussions.
Person Specification
* Significant management experience within a customer-facing or operational environment.
* Experience managing large teams.
* Strong leadership and people management skills.
* Experience of recruitment, induction, appraisal and performance management.
* Excellent organisational and communication skills.
* Ability to manage competing priorities and work under pressure.
* Strong problem-solving and decision-making skills.
* Commitment to high standards of patient care and customer service.
* Ability to build effective relationships with staff and stakeholders.
* Experience within primary care, healthcare or NHS settings.
* Understanding of GP practice operations and patient access requirements.
* Knowledge of employment law and HR best practice.
* Experience of managing complaints and patient feedback.
* Familiarity with EMIS, SystmOne or similar clinical systems.
Reporting Relationships
Reports to: Practice Manager
Direct Reports: Receptionists, Care Navigators and Patient Services Team
Works Closely With: Governance & Compliance Lead, Finance Lead, Practice Business Support Officer, Clinical Leads and GP Partners
Experience
* Significant experience in a management or supervisory role.
* Experience managing and developing teams in a customer-facing environment.
* Experience of recruitment, induction, appraisal and performance management.
* Experience managing attendance, employee relations and staff wellbeing.
* Experience implementing and improving operational processes.
* Experience handling complaints and resolving service issues.
* Experience managing competing priorities in a busy environment.
* Experience working in Primary Care, General Practice or NHS settings.
* Experience managing reception, patient services or care navigation teams.
* Experience of service improvement and change management.
* Experience using workforce planning and rota management systems.
Qualifications
* Educated to A-Level standard or equivalent experience.
* Evidence of continuing professional development.
* Management or leadership qualification.
* CIPD qualification or equivalent HR-related training.
* Qualification in customer service, business administration or healthcare management.
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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