Job summary
We are looking for 2 highly motivated,
professional individuals to be responsible for the efficient management and
direction of the Patient Services Team, ensuring all administrative/reception
duties are performed effectively and to the required standard, meeting the
objectives of the practice.
Interviews are planned for AM on 2nd, 3rd or 4th February 2026.
Main duties of the job
You will work closely together but one
role will have a focus on the Administration teams, while the other role will
focus on the Patient Care Co-ordinators (reception) team.
The
Patient Services Managers will also be responsible for management and oversight
of Patient Engagement including managing the complaints process from patient
liaison to ensuring that learning is fed back to the relevant teams, and
monitoring complaint trends to feedback to the senior practice managers.
You
will also support the management team in promoting ED&I, SHEF, quality and
continuous improvement, confidentiality, collaborative working, service
delivery, learning and development and carry out other duties as directed by
the senior management team.
If you have what it takes for these
challenging roles and would enjoy the rewards they can bring, we would love to
hear from you.
About us
Flansham Park Health Centre is a
training Practice with 4 dedicated GP Partners and 4 Salaried GP's and 2
Retained GPs, supported by a team of highly professional clinical and
non-clinical staff to provide the highest possible standard of care to over
13,200 patients.
Applicants who are patients of Flansham Park Health Centre:
Flansham Park Health
Centre considers that employing staff who are patients
of the practice has significant disadvantages both to the patient and to the
practice. Please note therefore that if
your application is successful, you will be required to register elsewhere.
Please
note that should this vacancy attract sufficient interest it may be necessary
to close the vacancy at an earlier date. We therefore suggest that you apply at
an early stage to avoid disappointment.
Job description
Job responsibilities
The
Patient Services Manager(s) is/are responsible for:
- Overseeing the practices
administration teams or patient care coordinator (reception) teams, ensuring staff achieve their primary responsibilities.
- Line managing all administration
team or patient care coordinator (reception) team members, supporting staff development, providing guidance and direction,
ensuring staff are up to date with mandatory training.
- Completing staff
appraisals for members of the administration teams or patient care coordinator (reception) team.
- Identifying and
delivering team training where required and appropriate.
- Compiling staff rotas
for members of the administration teams or patient care coordinator (reception) team.
- Completing back to
work interviews
- Coordinating the
provision of administration team or patient care coordinator (reception) team staff ensuring sufficient cover is provided
for periods of leave and other staff absences.
- Ensuring all new
staff have a specific and tailored induction plan to meet individual and
practice requirements.
- Undertake recruitment
of administration staff or patient care coordinator (reception) team.
- Ensure processes and
procedures for the administration teams are CQC compliant, and ensure suitable
audit to ensure compliance.
- Be the first line in
dealing with patient complaints, escalating them to other relevant line
managers, senior managers and/or Partners as appropriate.
- Maintain a register
of complaints, ensure feedback is made to relevant teams and provide feedback
to senior practice management regarding complaint trends.
- Processing overtime
and signing off monthly.
- Maintain and monitor
patient communication systems, i.e. website, social media, newsletters.
- Management of patient
feedback through processes such as Friends and Family, and practice specific,
questionnaires.
In
addition to the primary responsibilities, the Patient Services Manager(s) may
be requested to:
- Co-ordinate and
produce meeting/lunch & learn agendas and record the minutes of meetings,
upload to TeamNet. Ensure all staff have
read, acknowledged and understood the minutes.
- Champion continuous
improvement, encouraging staff to participate and make suggestions.
Job description
Job responsibilities
The
Patient Services Manager(s) is/are responsible for:
- Overseeing the practices
administration teams or patient care coordinator (reception) teams, ensuring staff achieve their primary responsibilities.
- Line managing all administration
team or patient care coordinator (reception) team members, supporting staff development, providing guidance and direction,
ensuring staff are up to date with mandatory training.
- Completing staff
appraisals for members of the administration teams or patient care coordinator (reception) team.
- Identifying and
delivering team training where required and appropriate.
- Compiling staff rotas
for members of the administration teams or patient care coordinator (reception) team.
- Completing back to
work interviews
- Coordinating the
provision of administration team or patient care coordinator (reception) team staff ensuring sufficient cover is provided
for periods of leave and other staff absences.
- Ensuring all new
staff have a specific and tailored induction plan to meet individual and
practice requirements.
- Undertake recruitment
of administration staff or patient care coordinator (reception) team.
- Ensure processes and
procedures for the administration teams are CQC compliant, and ensure suitable
audit to ensure compliance.
- Be the first line in
dealing with patient complaints, escalating them to other relevant line
managers, senior managers and/or Partners as appropriate.
- Maintain a register
of complaints, ensure feedback is made to relevant teams and provide feedback
to senior practice management regarding complaint trends.
- Processing overtime
and signing off monthly.
- Maintain and monitor
patient communication systems, i.e. website, social media, newsletters.
- Management of patient
feedback through processes such as Friends and Family, and practice specific,
questionnaires.
In
addition to the primary responsibilities, the Patient Services Manager(s) may
be requested to:
- Co-ordinate and
produce meeting/lunch & learn agendas and record the minutes of meetings,
upload to TeamNet. Ensure all staff have
read, acknowledged and understood the minutes.
- Champion continuous
improvement, encouraging staff to participate and make suggestions.
Person Specification
Experience
Essential
- Experience of working with the general public
- Experience of administrative and/or reception duties
- Experience of working in a healthcare setting
- Experience of leading/managing a team
Desirable
- Experience of providing appraisal writing and staff development
- Experience of developing policies and procedures
- Experience of audit process
- Experience of dealing with patient feedback using Friends and Family systems (or similar)
Knowledge and Skills
Essential
- Excellent communication skills (written and oral)
- Strong IT skills (generic)
- Clear, polite telephone manner
- Competent in the use of Microsoft Office suite of applications
- Effective time management (planning and organising)
- Ability to work as a team member and autonomously
- Good interpersonal skills
- Problem solving and analytical skills
- Ability to follow policy and procedure
Desirable
Other
Essential
- Polite and confident
- Flexible and cooperative
- Motivated
- Initiative and judgement (knowing when to ask for help)
- Forward thinker
- High levels of integrity and loyalty
- Sensitive and empathetic in distressing situations
- Ability to work under pressure
- Flexibility to work outside of core office hours
- Maintain confidentiality at all times
Qualifications
Essential
- GCSE English (C or above) and at least three others
Desirable
- Educated to A-level/equivalent or higher, with relevant experience
- AMSPAR qualification
- Leadership and/or management qualification
Person Specification
Experience
Essential
- Experience of working with the general public
- Experience of administrative and/or reception duties
- Experience of working in a healthcare setting
- Experience of leading/managing a team
Desirable
- Experience of providing appraisal writing and staff development
- Experience of developing policies and procedures
- Experience of audit process
- Experience of dealing with patient feedback using Friends and Family systems (or similar)
Knowledge and Skills
Essential
- Excellent communication skills (written and oral)
- Strong IT skills (generic)
- Clear, polite telephone manner
- Competent in the use of Microsoft Office suite of applications
- Effective time management (planning and organising)
- Ability to work as a team member and autonomously
- Good interpersonal skills
- Problem solving and analytical skills
- Ability to follow policy and procedure
Desirable
Other
Essential
- Polite and confident
- Flexible and cooperative
- Motivated
- Initiative and judgement (knowing when to ask for help)
- Forward thinker
- High levels of integrity and loyalty
- Sensitive and empathetic in distressing situations
- Ability to work under pressure
- Flexibility to work outside of core office hours
- Maintain confidentiality at all times
Qualifications
Essential
- GCSE English (C or above) and at least three others
Desirable
- Educated to A-level/equivalent or higher, with relevant experience
- AMSPAR qualification
- Leadership and/or management qualification
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.
