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Patient Services (Reception) Manager

Beech Avenue Practice

The closing date is 13 June 2025

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Job summary

We are looking for a Patient Services Manager to join our team. This is a new role which has become necessary due to increases in demand on our services and increases in patient numbers.

You would be responsible for all non-clinical patient-facing processes. We are looking for someone to oversee the Patient Services (Reception) Team. Act as first point of contact for patient queries and on the spot complaints.

About You:

Experience managing teams in a healthcare or customer service environment

Excellent interpersonal and communication skills

Strong organisational and IT skills, with experience using clinical systems (desirable)

Ability to handle sensitive information with discretion

A proactive problem-solver, able to work calmly under pressure

Experience of dealing with medication requests (desirable)

Committed to personal development and supporting team growth

Main duties of the job

Key Responsibilities:

  • Manage the patient appointment and triage booking systems
  • Handle patient registrations, amendments, and deductions
  • Act as first point of contact for on-the-spot patient complaints
  • Lead, manage, and develop the Patient Services Team, including inductions, rotas, HR record-keeping, and performance management
  • Oversee patient communication channels, including Accurx, telephone systems, and reception services
  • Work within the team to identify improvements and provide support
  • Ensure IT systems and practice processes run efficiently and effectively
  • Liaise with BCU Estates and other external agencies regarding building and operational issues
  • Promote and uphold confidentiality, equality, and health & safety standards

About us

We are a friendly forward thinking practice in Rhosllanerchrugog, 10 minutes drive from Wrexham and 25 minutes from Oswestry and Chester. We are a supportive and inclusive employer and we strive to provide the very best in patient care. We have 3 GP Partners and 1 managing Partner, 4 salaried GP's, 2 Nurses, 1 HCA & Phlebotomist, a Deputy Practice manager and 10 reception/admin staff. We are housed in Health board owned building which has the advantage of sharing the building with Health Visitors, District Nurse and Physio's, ensuring excellent communication between services resulting in improved patient journeys.

You will benefit from access to the NHS pension, on-site parking, competitive salary and being part of a team that really cares and strives to make a difference.

Date posted

01 May 2025

Pay scheme

Other

Salary

Depending on experience £28,000 to £32,000 FTE based on experience

Contract

Permanent

Working pattern

Full-time

Reference number

A3937-25-0001

Job locations

The Health Centre

Rhosllanerchrugog

Wrexham

LL14 1AA


Job description

Job responsibilities

Job Responsibilities:

Patient services

Manage the appointment system, including monitoring appointment availability, ensuring appropriate booking of patients onto triage and into pre-bookable appointments

Maintain computerised appointments system accurately, performing ad hoc changes as requested by partners or Practice Manager

Act as first point of contact for on-the-spot patient complaints in accordance with Practice Complaints Procedure escalating to Practice Manager as necessary

Manage all patient registrations (including physical records), amendments and deductions liaising with the Shared Services Partnership Patient Registration Team as necessary. Ensure patient details are recorded accurately in the clinical system.

Deal with all internal and external queries regarding patient registrations, maintaining accurate knowledge of Practice boundary

Monitor workflow tasks of team members, ensuring tasks are dealt with in a timely manner

Ensure patient contacts received via Accurx are managed in line with Practice policy

Ensure correct and efficient management of medication requests

Staff Management

Provide line management and leadership for Patient Services Team

Provide induction training and performance management for all team members

Ensure Practice policies are followed by all team members

Maintain accurate HR records for all team members

Set up and maintain Patient Services Team staff rotas

Liaise with Practice Manager concerning staffing and organisation of work

Liaise with other members of the primary health care team, outside agencies as required

Information Technology

Have full understanding of all aspects of clinical system relating to area of responsibility e.g. appointments, registrations

Have a working knowledge of all software and hardware used within the Practice

Building

Understand security systems, including security alarms & CCTV

Perform fire warden duties as part of the fire warden team

Act as Practice liaison point with BCU Estates regarding any building issues

Information

Ensure communication systems are running smoothly, and that clinical staff and Patient Services Team are kept fully informed of changes in procedures

Produce and maintain Patient Services Team Procedures manual

Manage paperwork systems including post - internal and external

Job description

Job responsibilities

Job Responsibilities:

Patient services

Manage the appointment system, including monitoring appointment availability, ensuring appropriate booking of patients onto triage and into pre-bookable appointments

Maintain computerised appointments system accurately, performing ad hoc changes as requested by partners or Practice Manager

Act as first point of contact for on-the-spot patient complaints in accordance with Practice Complaints Procedure escalating to Practice Manager as necessary

Manage all patient registrations (including physical records), amendments and deductions liaising with the Shared Services Partnership Patient Registration Team as necessary. Ensure patient details are recorded accurately in the clinical system.

Deal with all internal and external queries regarding patient registrations, maintaining accurate knowledge of Practice boundary

Monitor workflow tasks of team members, ensuring tasks are dealt with in a timely manner

Ensure patient contacts received via Accurx are managed in line with Practice policy

Ensure correct and efficient management of medication requests

Staff Management

Provide line management and leadership for Patient Services Team

Provide induction training and performance management for all team members

Ensure Practice policies are followed by all team members

Maintain accurate HR records for all team members

Set up and maintain Patient Services Team staff rotas

Liaise with Practice Manager concerning staffing and organisation of work

Liaise with other members of the primary health care team, outside agencies as required

Information Technology

Have full understanding of all aspects of clinical system relating to area of responsibility e.g. appointments, registrations

Have a working knowledge of all software and hardware used within the Practice

Building

Understand security systems, including security alarms & CCTV

Perform fire warden duties as part of the fire warden team

Act as Practice liaison point with BCU Estates regarding any building issues

Information

Ensure communication systems are running smoothly, and that clinical staff and Patient Services Team are kept fully informed of changes in procedures

Produce and maintain Patient Services Team Procedures manual

Manage paperwork systems including post - internal and external

Person Specification

Qualifications

Essential

  • GCSE grade A to C in English and Maths

Experience

Essential

  • At least 2 years experience of working within a Reception team or management responsibilities in a health care or customer services facing role.
  • Some HR experience
  • Excellent IT skills
  • Care and compassion
  • Excellent organisational and multi-tasking skills

Desirable

  • Experience of working in a GP practice
  • Experience of managing a team
  • Experience of prescription management
  • Ability to speak Welsh (desirable not essential)
Person Specification

Qualifications

Essential

  • GCSE grade A to C in English and Maths

Experience

Essential

  • At least 2 years experience of working within a Reception team or management responsibilities in a health care or customer services facing role.
  • Some HR experience
  • Excellent IT skills
  • Care and compassion
  • Excellent organisational and multi-tasking skills

Desirable

  • Experience of working in a GP practice
  • Experience of managing a team
  • Experience of prescription management
  • Ability to speak Welsh (desirable not essential)

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.

Employer details

Employer name

Beech Avenue Practice

Address

The Health Centre

Rhosllanerchrugog

Wrexham

LL14 1AA


Employer's website

https://www.rhosdoctors.co.uk/ (Opens in a new tab)

Employer details

Employer name

Beech Avenue Practice

Address

The Health Centre

Rhosllanerchrugog

Wrexham

LL14 1AA


Employer's website

https://www.rhosdoctors.co.uk/ (Opens in a new tab)

For questions about the job, contact:

Practice Manager

Sam Carlyle

samantha.carlyle@wales.nhs.uk

01978845955

Date posted

01 May 2025

Pay scheme

Other

Salary

Depending on experience £28,000 to £32,000 FTE based on experience

Contract

Permanent

Working pattern

Full-time

Reference number

A3937-25-0001

Job locations

The Health Centre

Rhosllanerchrugog

Wrexham

LL14 1AA


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