Patient Services Manager at NHS
Act as the line manager for the Reception team, overseeing staff schedules, authorising overtime and leave, ensuring the effective allocation of team resources, and managing practice complaints. The role requires a strategic outlook on the planning, delivery, and continuous development of patient services, with a focus on enhancing existing processes and introducing new initiatives to maintain high standards of quality and efficiency. You will also work closely with the management team to coordinate, plan, and deliver new projects and service improvements in line with the organisation's policies and objectives.
The hours for this job are: 8.00 – 18.00, Mon, Tue, Thu, Fri. A 30‑minute break is included on three of the days and a 1‑hour break on one of the days.
Responsibilities
* Oversee the administration, prescription administration, and support operations of the practice, ensuring staff fulfil their core responsibilities.
* Monitor clinic operations daily to ensure capacity is used efficiently.
* Line manage the reception team, supporting staff development, providing guidance and direction, and ensuring all mandatory and relevant training (e.g., GPM courses) is up to date.
* Promote a positive work environment by engaging with the reception team and supporting the physical, mental, and emotional wellbeing of all staff members.
* Assist the Deputy Practice Manager with the recruitment, induction, and management of new reception staff.
* Conduct receptionist appraisals as required, in collaboration with the Deputy Practice Manager.
* Prepare and distribute reception staff rotas in a timely manner.
* Review and update administrative and reception policies and procedures as required.
* Develop, implement, and embed efficient office processes and procedures.
* Provide initial guidance and advice to patients wishing to make a complaint.
* Oversee and manage all complaints received by the practice, working alongside the complaints lead.
* Support the Deputy Practice Manager with the management of locum and student clinics.
* Lead on care home prescription issues and ordering via online systems.
* Support the practice in all aspects of the online patient access software.
* Actively encourage and promote the use of patient online services.
* Work collaboratively with the leadership team to support continuous improvement and change initiatives.
* Log in to and check NHSmail daily, remaining logged in throughout the day for urgent matters.
* Manage outgoing mail as required.
* Communicate any job‑related queries to the line manager promptly.
* Be aware of and comply with the practice safeguarding procedures for children and adults, reporting concerns to the appropriate clinician when necessary.
* Provide general administrative support to clinical staff as requested.
* Undertake additional duties as requested by the Deputy Practice Manager or Practice Manager.
* Attend practice, team, and other relevant meetings as required.
* Work effectively as part of a team.
Experience
* Experience of working with the general public.
* Experience of administrative duties.
* Experience of working with SystmOne.
* Experience of leading/managing a team.
Qualifications
Essential
* Educated to A Level/equivalent or higher, or with relevant experience.
* GCSE English (C or above) and at least 3 others.
Desirable
* Leadership and/or management qualification.
Skills
* Excellent communication skills (written and oral).
* Strong IT skills.
* Clear, polite telephone manner.
* Competent in the use of Office and Outlook.
* Effective time management (planning and organising).
* Ability to work as a team member and autonomously.
* Good interpersonal skills.
* Problem solving and analytical skills.
* Ability to follow policy and procedure.
Manor Medical Practice is committed to promoting equality of opportunity, diversity, and inclusion in all aspects of recruitment and employment. We are an equal opportunities employer and actively encourage a diverse workforce that reflects the communities we serve.
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
Manor Medical Practice
195 Girlington Road
Girlington
Bradford
BD8 9PB
Website: https://www.manor-bradford.co.uk/
#J-18808-Ljbffr