Job summary
Job Title: Deputy Practice Manager - Patient Services Location: Westerhope Medical Group - Newcastle Upon Tyne Salary: Up to £17 per hour (depending on experience) Hours: Monday-Friday, 37 hours per week Job Type: Permanent
Main duties of the job
The post holder will lead and manage all front-of-house and patient-facing services within the practice. This role focuses on delivering an excellent patient experience, ensuring efficient access to care, and supporting reception and administrative teams to operate effectively. You will work closely with the Practice Manager & Operations Manager to ensure smooth day-to-day operations, high service standards, and a positive environment for staff and patients.
About us
We are a rapidly growing GP-led organisation with a mission to ensure that all patients have
access to comprehensive, coordinated and continuous care within a sustainable primary care system. We appreciate that our whole primary care system is struggling, which is causing a negative effect on patient care and staff happiness. We believe that we can turn this around by reimagining how primary care is delivered from the ground up by placing a focus on data insights, technology and clinical innovation. Ultimately, we want to improve patient access, patient experience and health outcomes to significantly increase the quality of care for our patients.
Job description
Job responsibilities
Role Overview:
The post holder will lead and manage all front-of-house and patient-facing services within the practice. This role focuses on delivering an excellent patient experience, ensuring efficient access to care, and supporting reception and administrative teams to operate effectively. You will work closely with the Practice Manager & Operations Manager to ensure smooth day-to-day operations, high service standards, and a positive environment for staff and patients.
Key Responsibilities
Lead and manage the reception and administrative teams
Ensure high-quality, patient-centred service delivery at all times
Oversee appointment systems, patient flow, and access to services
Handle and support resolution of patient complaints and feedback
Monitor and improve patient experience and satisfaction
Ensure all patient services processes are efficient and compliant
Ensure all patient-facing staff adhere to safeguarding policies, recognising and appropriately escalating safeguarding concerns in line with practice procedures
Support staff training, induction, and ongoing development
Conduct appraisals and provide day-to-day leadership for admin teams
Ensure adherence to policies, procedures, and confidentiality standards
Implementing and embedding an effective practice and staff development plan for staff whilst maintaining a robust training record
Provide cover for the operational manager during annual leave and sickness
Promote a positive, inclusive, and supportive team culture
Support implementation of new systems and ways of working to improve access
Job description
Job responsibilities
Role Overview:
The post holder will lead and manage all front-of-house and patient-facing services within the practice. This role focuses on delivering an excellent patient experience, ensuring efficient access to care, and supporting reception and administrative teams to operate effectively. You will work closely with the Practice Manager & Operations Manager to ensure smooth day-to-day operations, high service standards, and a positive environment for staff and patients.
Key Responsibilities
Lead and manage the reception and administrative teams
Ensure high-quality, patient-centred service delivery at all times
Oversee appointment systems, patient flow, and access to services
Handle and support resolution of patient complaints and feedback
Monitor and improve patient experience and satisfaction
Ensure all patient services processes are efficient and compliant
Ensure all patient-facing staff adhere to safeguarding policies, recognising and appropriately escalating safeguarding concerns in line with practice procedures
Support staff training, induction, and ongoing development
Conduct appraisals and provide day-to-day leadership for admin teams
Ensure adherence to policies, procedures, and confidentiality standards
Implementing and embedding an effective practice and staff development plan for staff whilst maintaining a robust training record
Provide cover for the operational manager during annual leave and sickness
Promote a positive, inclusive, and supportive team culture
Support implementation of new systems and ways of working to improve access
Person Specification
Experience
Essential
- Experience working in primary care
- Experience managing reception or administrative teams
- Strong communication and interpersonal skills
- Ability to manage difficult conversations and patient concerns
- Strong organisational and problem-solving skills
- Good IT skills (EMIS & Microsoft Office)
- Ability to prioritise workload and lead under pressure
Desirable
- Leadership or management qualification
- Experience improving patient access or service delivery
Person Specification
Experience
Essential
- Experience working in primary care
- Experience managing reception or administrative teams
- Strong communication and interpersonal skills
- Ability to manage difficult conversations and patient concerns
- Strong organisational and problem-solving skills
- Good IT skills (EMIS & Microsoft Office)
- Ability to prioritise workload and lead under pressure
Desirable
- Leadership or management qualification
- Experience improving patient access or service delivery
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.