Biddulph Doctors

Patient Services (Reception) Manager

The closing date is 15 August 2025

Job summary

We are excited to offer a fantastic opportunity for a proactive, enthusiastic, and motivated individual to join our team as Patient Services (Reception) Manager.

This brand new role is ideal for someone with experience as a Reception Manager or Care Navigator, who thrives in a dynamic environment and is passionate about delivering outstanding patient care.

The post is for 37 hours per week, worked over 5 days, shifts between 7.45 am and 6.30 pm.

Main duties of the job

You will be at the heart of our patient facing team, leading and managing our Patient Services Team to ensure a smooth, efficient, and friendly front of house experience. This is a hands on leadership role, combining day-to-day management with direct patient interaction.

You will

Provide effective leadership and support to the patient services team
Ensure high standards of patient service and administrative efficiency
Work closely with the management team to meet practice objectives
Carry out essential reception duties and support during peak periods

A people focused leader with a passion for patient care
The ability to remain calm and professional in a busy environment

About us

We are a long established, well organised GMS practice located in the beautiful Staffordshire Moorlands, serving a population of approximately10,800 patients. Based in a purpose built Primary Care Centre with private parking, we pride ourselves on being a supportive and welcoming team, committed to delivering high quality care to our community.

Our team includes:

6 GP Partners, 2 Salaried GPs
2 Advanced Nurse Practitioners, a Diabetic Nurse Specialist, 4 Practice Nurses, a Practice Matron, and a Clinical Pharmacist
2 Health Care Support Workers and a Paramedic Practitioner
An extensive administrative team including Clinical Co-ordinators

We are a teaching and training practice, supporting foundation doctors and GP trainees, and are proud to be a Keele Research Practice with high QOF/QIF achievement. Rated Good by the CQC, we use EMIS Web and Docman 10 (training available).

Date posted

16 July 2025

Pay scheme

Other

Salary

Depending on experience

Contract

Permanent

Working pattern

Full-time

Reference number

A2345-25-0001

Job locations

Biddulph Primary Care Centre

Wharf Road

Biddulph

Staffordshire

ST8 6AG

Job description

Job responsibilities

Overseeing the administration and support operations of the patient services team, ensuring staff achieve their primary responsibilities

Line managing patient services team, supporting staff development, providing guidance and direction, ensuring staff are up to date with mandatory training

Completing staff appraisals as required

Identifying and delivering team training where required

Compiling staff rotas and co-ordinating the provision of temporary administrative and reception staff, ensuring sufficient cover is provided for periods of leave and other staff absences

Reviewing and updating reception policies and procedures as required

Supporting the management team in the compilation of practice reports and the practice development plan

Developing, implementing and embedding efficient office processes and procedures to adhere to extant legislation

Providing initial guidance and advice to patients who wish to verbally complain

Managing all deliveries to the practice, ensuring adherence to the cold chain policy as necessary

Providing IT support and problem solving for staff in the building

Oversee the coordination of patient appointments, follow-ups, and care navigation

Oversight and management of Practice Emails coming into the surgery, ensuring that they are dealt with by the most appropriate person within the required timeframe

Monitor the practice appointment system

Oversee the team to process face to face, telephone and e-requests for appointments

Ensure that incoming phone calls are answered in a timely manner, with calls transferred or dealt with appropriately

Ensuring that requests for prescriptions are dealt with in line with practice policies and procedures.

Carry out system searches as requested

Monitor and maintain the reception area and notice boards