Job summary
We are seeking a proactive, enthusiastic, and motivated Patient Services Manager to lead our patient-facing team. This is a hands-on leadership role, combining day-to-day operational management with direct patient interaction. You will ensure smooth, efficient, and friendly front-of-house operations while maintaining the highest standards of patient care, administrative efficiency, and compliance with NHS and CQC requirements.
This role is ideal for someone with experience as a Reception Manager or in a similar healthcare supervisory role, who thrives in a fast-paced environment and is passionate about delivering outstanding patient service.
Main duties of the job
The Patient Services Manager is responsible for leading and managing the administrative and reception teams to deliver a high-quality, patient-focused service within the GP practice. This role oversees all aspects of patient services, including reception operations, appointment management, patient feedback, and digital access. The post-holder will ensure compliance with NHS, CQC, GDPR, and Health & Safety regulations, drive service improvements, and support achievement of practice targets. Key duties include staff supervision, rota management, recruitment, training, handling patient complaints, and optimising workflows. The role requires strong leadership, excellent communication skills, operational management experience, and the ability to remain professional and resilient under pressure.
About us
Woodview Medical Centre is a busy training practice on the
edge of Northampton close to excellent road links. We provide General Medical
Services to a population of approximately 10,500 from purpose built premises
with its own free parking. We are open Monday to Friday 08:00 to 18:30
(excluding bank holidays).
Job description
Job responsibilities
Job Description Patient Services Manager
Responsible to: Practice Manager / GP Partners
Accountable for: Admin team
Hours: 37.5 hours per week, over 5 days
Key Responsibilities
1. Patient Services
- Deliver a professional, welcoming, and compassionate experience for all patients.
- Act as the first point of escalation for patient complaints and concerns, following the NHS Complaints Procedure.
- Develop and monitor patient feedback channels (Google reviews, FFT survey, GP patient survey) and take action to improve service quality.
- Promote effective care navigation, directing patients to the most appropriate healthcare professional or service.
- Maintain a professional reception environment, including up-to-date notice boards and patient information displays.
- Manage the practices communication channels, including telephone, email, website, and social media.
2. Operational Management
- Oversee admin operations, including phone handling, appointment booking, and front desk duties.
- Review and update reception policies and procedures in line with NHS and CQC requirements.
- Provide IT/system support to admin staff and liaise with suppliers as needed.
- Ensure accurate and efficient completion of administrative tasks, including patient registrations, online triage, secretarial duties, and prescription requests.
3. Staff Supervision and Training
- Line-manage all administrative and reception staff, providing training, guidance, and ongoing support.
- Plan and manage staff rotas, leave requests, absence cover, and temporary staffing arrangements.
- Assist with recruitment, onboarding, and induction for new staff.
- Conduct probation reviews, performance management, one-to-one meetings, disciplinary, and annual appraisals.
- Identify training needs and organise targeted development opportunities.
- Ensure all team members are up to date with mandatory training and practice policies.
- Carry out return-to-work interviews following sickness absence.
4. Appointment Management
- Monitor and optimise the practice appointment system to ensure appropriate urgent and routine capacity.
- Manage waiting lists and arrange extra clinical sessions when necessary.
- Audit care navigation and appointment booking daily across all channels (face-to-face, telephone, online).
5. Compliance and Quality Assurance
- Ensure compliance with NHS, CQC, GDPR, and Health & Safety regulations.
- Maintain and audit admin procedures to ensure consistent quality.
- Ensure cold chain compliance for relevant deliveries.
- Support achievement of QOF targets by delegating relevant tasks appropriately.
- Assist with preparation for CQC inspections and other external audits.
6. Digital & Service Improvement
- Promote and manage digital access routes (e.g., online consultations, NHS App, e-prescriptions).
- Identify and implement process improvements to enhance efficiency and patient experience.
- Monitor call volumes, online form submissions, and appointment availability to optimise workflow.
7. Reporting
- Produce regular reports on staff performance, appointment utilisation, patient feedback, and call handling.
- Analyse service trends to inform operational and strategic improvements.
- Contribute to practice development plans and strategic objectives.
Skills and Qualifications (Essential)
- Proven experience in a supervisory or management role in healthcare or a customer service environment.
- Strong leadership and team management skills.
- Excellent communication skills (written, verbal, and telephone).
- Strong IT skills, including Microsoft Office and ability to learn clinical systems (training available).
- Ability to handle sensitive situations with empathy and professionalism.
Desirable Qualifications
- Previous experience in a GP surgery or healthcare setting.
- NVQ Level 3 in Health and Social Care / Business Administration or equivalent.
- Leadership and/or management qualification.
- Knowledge of SystmOne, Accurx, and NHS guidelines, policies, and procedures.
Personal Attributes
- Strong leadership qualities and experience in staff training and development.
- Patient-focused with a passion for service excellence.
- Calm, professional, and resilient under pressure.
- Flexible, adaptable, and solutions-focused.
- Self-motivated, proactive, and able to work both independently and in a team.
- High levels of integrity, discretion, and confidentiality.
- Empathetic and sensitive in challenging or distressing situations.
Other requirements
Essential
- Flexibility to work outside of core office hours
- Disclosure Barring Service (DBS check)
- Maintain confidentiality at all times
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.
Job description
Job responsibilities
Job Description Patient Services Manager
Responsible to: Practice Manager / GP Partners
Accountable for: Admin team
Hours: 37.5 hours per week, over 5 days
Key Responsibilities
1. Patient Services
- Deliver a professional, welcoming, and compassionate experience for all patients.
- Act as the first point of escalation for patient complaints and concerns, following the NHS Complaints Procedure.
- Develop and monitor patient feedback channels (Google reviews, FFT survey, GP patient survey) and take action to improve service quality.
- Promote effective care navigation, directing patients to the most appropriate healthcare professional or service.
- Maintain a professional reception environment, including up-to-date notice boards and patient information displays.
- Manage the practices communication channels, including telephone, email, website, and social media.
2. Operational Management
- Oversee admin operations, including phone handling, appointment booking, and front desk duties.
- Review and update reception policies and procedures in line with NHS and CQC requirements.
- Provide IT/system support to admin staff and liaise with suppliers as needed.
- Ensure accurate and efficient completion of administrative tasks, including patient registrations, online triage, secretarial duties, and prescription requests.
3. Staff Supervision and Training
- Line-manage all administrative and reception staff, providing training, guidance, and ongoing support.
- Plan and manage staff rotas, leave requests, absence cover, and temporary staffing arrangements.
- Assist with recruitment, onboarding, and induction for new staff.
- Conduct probation reviews, performance management, one-to-one meetings, disciplinary, and annual appraisals.
- Identify training needs and organise targeted development opportunities.
- Ensure all team members are up to date with mandatory training and practice policies.
- Carry out return-to-work interviews following sickness absence.
4. Appointment Management
- Monitor and optimise the practice appointment system to ensure appropriate urgent and routine capacity.
- Manage waiting lists and arrange extra clinical sessions when necessary.
- Audit care navigation and appointment booking daily across all channels (face-to-face, telephone, online).
5. Compliance and Quality Assurance
- Ensure compliance with NHS, CQC, GDPR, and Health & Safety regulations.
- Maintain and audit admin procedures to ensure consistent quality.
- Ensure cold chain compliance for relevant deliveries.
- Support achievement of QOF targets by delegating relevant tasks appropriately.
- Assist with preparation for CQC inspections and other external audits.
6. Digital & Service Improvement
- Promote and manage digital access routes (e.g., online consultations, NHS App, e-prescriptions).
- Identify and implement process improvements to enhance efficiency and patient experience.
- Monitor call volumes, online form submissions, and appointment availability to optimise workflow.
7. Reporting
- Produce regular reports on staff performance, appointment utilisation, patient feedback, and call handling.
- Analyse service trends to inform operational and strategic improvements.
- Contribute to practice development plans and strategic objectives.
Skills and Qualifications (Essential)
- Proven experience in a supervisory or management role in healthcare or a customer service environment.
- Strong leadership and team management skills.
- Excellent communication skills (written, verbal, and telephone).
- Strong IT skills, including Microsoft Office and ability to learn clinical systems (training available).
- Ability to handle sensitive situations with empathy and professionalism.
Desirable Qualifications
- Previous experience in a GP surgery or healthcare setting.
- NVQ Level 3 in Health and Social Care / Business Administration or equivalent.
- Leadership and/or management qualification.
- Knowledge of SystmOne, Accurx, and NHS guidelines, policies, and procedures.
Personal Attributes
- Strong leadership qualities and experience in staff training and development.
- Patient-focused with a passion for service excellence.
- Calm, professional, and resilient under pressure.
- Flexible, adaptable, and solutions-focused.
- Self-motivated, proactive, and able to work both independently and in a team.
- High levels of integrity, discretion, and confidentiality.
- Empathetic and sensitive in challenging or distressing situations.
Other requirements
Essential
- Flexibility to work outside of core office hours
- Disclosure Barring Service (DBS check)
- Maintain confidentiality at all times
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.
Person Specification
Experience
Essential
- Previous experience in a GP surgery or healthcare setting.
- Proven experience in a supervisory or management role in healthcare or a customer service environment.
Qualifications
Essential
- Proven experience in a supervisory or management role in healthcare or a customer service environment.
- Strong leadership and team management skills.
- Excellent communication skills (written, verbal, and telephone).
- Strong IT skills, including Microsoft Office and ability to learn clinical systems (training available).
- Ability to handle sensitive situations with empathy and professionalism.
Desirable
- Previous experience in a GP surgery or healthcare setting.
- NVQ Level 3 in Health and Social Care / Business Administration or equivalent.
- Leadership and/or management qualification.
- Knowledge of SystmOne, Accurx, and NHS guidelines, policies, and procedures.
Personal Attributes
Essential
- Strong leadership qualities and experience in staff training and development.
- Patient-focused with a passion for service excellence.
- Calm, professional, and resilient under pressure.
- Flexible, adaptable, and solutions-focused.
- Self-motivated, proactive, and able to work both independently and in a team.
- High levels of integrity, discretion, and confidentiality.
- Empathetic and sensitive in challenging or distressing situations.
Person Specification
Experience
Essential
- Previous experience in a GP surgery or healthcare setting.
- Proven experience in a supervisory or management role in healthcare or a customer service environment.
Qualifications
Essential
- Proven experience in a supervisory or management role in healthcare or a customer service environment.
- Strong leadership and team management skills.
- Excellent communication skills (written, verbal, and telephone).
- Strong IT skills, including Microsoft Office and ability to learn clinical systems (training available).
- Ability to handle sensitive situations with empathy and professionalism.
Desirable
- Previous experience in a GP surgery or healthcare setting.
- NVQ Level 3 in Health and Social Care / Business Administration or equivalent.
- Leadership and/or management qualification.
- Knowledge of SystmOne, Accurx, and NHS guidelines, policies, and procedures.
Personal Attributes
Essential
- Strong leadership qualities and experience in staff training and development.
- Patient-focused with a passion for service excellence.
- Calm, professional, and resilient under pressure.
- Flexible, adaptable, and solutions-focused.
- Self-motivated, proactive, and able to work both independently and in a team.
- High levels of integrity, discretion, and confidentiality.
- Empathetic and sensitive in challenging or distressing situations.
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.
