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 reception
and administration 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.
Full time hours are available.
The salary is £34,722 to £40,586 for 37 hours per week with the benefit of a NHS or NEST pension.
If you are
passionate about delivering outstanding patient services and share our values,
join us to support the achievement of our goals.
If you would like an informal discussion before
applying, please contact Sandra Maddison, Practice Business Manager on 01305
774466 or email sandra.maddison@dorsetgp.nhs.uk
Closing Date: 13th March 2026
Formal Interview: 20th March 2026
Main duties of the job
The Patient Services Manager is
responsible for leading and managing the reception and administration team to
deliver a high-quality, patient-focused service within the GP practice.
This
role oversees all aspects of patient services, including reception and
administration operations, appointment management and patient access, including
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.
About us
Weymouth Bay Medical Practice
is a large friendly GP practice in Weymouth, Dorset (previously known as Royal
Crescent and Preston Road Practice and Dorchester Road Practice) and both
practices were inspected previously and were rated as Outstanding and Good by
the Care Quality Commission.
The Practice has 26,500
patients with 3 purpose-built surgeries, one in the town centre of Weymouth
(Royal Crescent Surgery), one in Lodmoor (Dorchester Road Surgery) and one on
the outskirts, in the area of Preston (Preston Road Surgery).
We are a training practice
with a dedicated team of 22 GP Partners and 70 nursing and administrative
staff, and we value the contribution of each staff member.
Job description
Job responsibilities
Responsible for leading and managing the reception and administrative team 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 and patient access, including 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:
- Clinical and non-clinical rota management
- Staff supervision, line management and training
- Deliver daily operations to agreed SLAs e.g. front reception desks, phones, prescription, referrals
- Involvement in resolving complex patient queries or complaint
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.
- Promote effective care navigation, directing patients to the most appropriate healthcare professional or service.
2. Operational Management
- Oversee reception 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 daily operational tasks, including online requests, secretarial duties, and prescription requests.
3. Staff Supervision and Training
- Line-manage all 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.
ADDITIONAL RESPONSIBILITIES
This post is a key post within the management structure of the surgery and as such also has the following overarching responsibilities:
- To maintain effective liaison with the Practice Business Manager on all areas of responsibility and to immediately report any difficulties or shortcomings in agreed standards and criteria.
- Undertake training where relevant to the tasks and responsibilities associated with the job and under the direction of the Practice Business Manager.
- Perform any duty specifically delegated by the Practice Business Manager as being properly the responsibility of this post.
- To conduct oneself in a professional manner maintaining, courtesy, discretion and patience at all times.
The tasks and responsibilities in this job description may change in the light of developments within the surgery or practice and are subject to review.
Please see full Job Description for further information.
Job description
Job responsibilities
Responsible for leading and managing the reception and administrative team 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 and patient access, including 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:
- Clinical and non-clinical rota management
- Staff supervision, line management and training
- Deliver daily operations to agreed SLAs e.g. front reception desks, phones, prescription, referrals
- Involvement in resolving complex patient queries or complaint
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.
- Promote effective care navigation, directing patients to the most appropriate healthcare professional or service.
2. Operational Management
- Oversee reception 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 daily operational tasks, including online requests, secretarial duties, and prescription requests.
3. Staff Supervision and Training
- Line-manage all 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.
ADDITIONAL RESPONSIBILITIES
This post is a key post within the management structure of the surgery and as such also has the following overarching responsibilities:
- To maintain effective liaison with the Practice Business Manager on all areas of responsibility and to immediately report any difficulties or shortcomings in agreed standards and criteria.
- Undertake training where relevant to the tasks and responsibilities associated with the job and under the direction of the Practice Business Manager.
- Perform any duty specifically delegated by the Practice Business Manager as being properly the responsibility of this post.
- To conduct oneself in a professional manner maintaining, courtesy, discretion and patience at all times.
The tasks and responsibilities in this job description may change in the light of developments within the surgery or practice and are subject to review.
Please see full Job Description for further information.
Person Specification
Qualifications
Essential
- Good standard of secondary education
- Strong IT skills, including Microsoft Office and ability to learn clinical systems (training available).
Desirable
- Previous experience in a GP surgery or healthcare setting.
- Advanced educational qualifications NVQ Level 3 in Health and Social Care / Business Administration or equivalent.
- Leadership and/or management qualification.
- Knowledge of SystmOne and NHS guidelines, policies, and procedures.
Personal Attributes
Essential
- Excellent communication skills (written, verbal, and telephone).
- Strong team management skills
- Strong leadership qualities
- 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.
- Ability to handle sensitive situations with empathy and professionalism.
Experience
Essential
- Proven experience in a supervisory or management role in healthcare or a customer service environment.
Desirable
- Previous experience in a GP surgery or healthcare setting.
Person Specification
Qualifications
Essential
- Good standard of secondary education
- Strong IT skills, including Microsoft Office and ability to learn clinical systems (training available).
Desirable
- Previous experience in a GP surgery or healthcare setting.
- Advanced educational qualifications NVQ Level 3 in Health and Social Care / Business Administration or equivalent.
- Leadership and/or management qualification.
- Knowledge of SystmOne and NHS guidelines, policies, and procedures.
Personal Attributes
Essential
- Excellent communication skills (written, verbal, and telephone).
- Strong team management skills
- Strong leadership qualities
- 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.
- Ability to handle sensitive situations with empathy and professionalism.
Experience
Essential
- Proven experience in a supervisory or management role in healthcare or a customer service environment.
Desirable
- Previous experience in a GP surgery or healthcare setting.
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.
