The Patient Services Manager isresponsible for the operational management of all patient-facing administrativeservices within the practice. The post holder will lead the reception andadministrative teams to ensure safe, efficient, and patient-centred access tocare.
The role will support thePractice Manager in delivering high-quality services, improving patientexperience, and ensuring compliance with practice policies and regulatoryrequirements.
Main duties of the job
* Oversee the day-to-day running of reception and administrative services.
* Ensure effective appointment management and patient access systems.
* Monitor call handling performance, appointment utilisation, and DNA rates.
* Develop and maintain efficient workflows to support clinicians.
* Ensure adequate staffing levels and rota cover at all times.
* Act as escalation point for operational issues affecting patient services.
* Line manage reception and administrative staff.
* Conduct appraisals, probation reviews, and return-to-work meetings.
* Manage rotas, annual leave, and sickness monitoring.
* Identify training needs and support staff development.
* Promote a positive, professional, and patient-focused culture.
* Lead on non-clinical complaints handling and responses.
* Monitor patient feedback and Friends & Family Test results.
* Implement improvements to enhance patient access and communication.
* Support digital access initiatives (e.g., NHS App uptake, online consultations).
* Ensure reception and admin procedures comply with CQC standards.
* Maintain and update relevant policies and standard operating procedures.
* Support data protection, confidentiality, and information governance processes.
* Audits and quality improvement projects.
* Produce regular performance reports for the Practice Manager and Partners.
* Analyse service demand and capacity data.
* Contribute to business continuity planning.
* Support service redesign initiatives where required.
About us
Southam Surgery is a friendly rural practice, proudly serving approximately 7,200 patients. We are committed to delivering high-quality, patient-centered care to meet the diverse healthcare needs of our community.
Our clinical team includes 3 partners, 5 salaried General Practitioners (GPs), 2 registered nurses, 2 healthcare assistants (HCA), and clinical pharmacists. Together, we offer a full range of primary healthcare services, ensuring accessible and comprehensive care for all our patients.
We have been rated 'Good' by the Care Quality Commission (CQC)
Job responsibilities
Job title: Patient Services Manager
Reports to: Practice Manager
Hours: 37.5
Job summary:
The Patient Services Manager is responsible for the operational management of all patient-facing administrative services within the practice. The post holder will lead the reception and administrative teams to ensure safe, efficient, and patient-centred access to care.
The role will support the Practice Manager in delivering high-quality services, improving patient experience, and ensuring compliance with practice policies and regulatory requirements.
Key Responsibilities
1. Operational Management
* Oversee the day-to-day running of reception and administrative services.
* Ensure effective appointment management and patient access systems.
* Monitor call handling performance, appointment utilisation, and DNA rates.
* Develop and maintain efficient workflows to support clinicians.
* Ensure adequate staffing levels and rota cover at all times.
* Act as escalation point for operational issues affecting patient services.
* Line manage reception and administrative staff.
* Conduct appraisals, probation reviews, and return-to-work meetings.
* Manage rotas, annual leave, and sickness monitoring.
* Identify training needs and support staff development.
* Promote a positive, professional, and patient-focused culture.
3. Patient Experience & Complaints
* Lead on non-clinical complaints handling and responses.
* Monitor patient feedback and Friends & Family Test results.
* Implement improvements to enhance patient access and communication.
* Support digital access initiatives (e.g., NHS App uptake, online consultations).
4. Governance & Compliance
* Ensure reception and admin procedures comply with CQC standards.
* Maintain and update relevant policies and standard operating procedures.
* Support data protection, confidentiality, and information governance processes.
* Participate in audits and quality improvement projects.
5. Reporting & Performance
* Produce regular performance reports for the Practice Manager and Partners.
* Analyse service demand and capacity data.
* Contribute to business continuity planning.
* Support service redesign initiatives where required.
Person Specification
Experience
* Experience managing staff within a healthcare, NHS, or customer-facing environment.
* Strong organisational and leadership skills.
* Experience handling complaints and difficult conversations.
* Excellent communication skills (written and verbal).
* Ability to analyse data and produce reports.
* Good IT skills clinical systems, Microsoft Office.
* Experience in General Practice.
* Knowledge of CQC standards.
* Understanding of NHS primary care systems and access models.
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.
Depending on experienceup to £16.00 per hour
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