Patient Services Manager - Special Allocation Scheme (SAS)

Job description

Job responsibilities

Job Summary

The Patient Services Manager - SAS is a senior operational leadership role responsible for the day-to-day management, safety, governance and performance of Bevans SAS service. The service supports a highly complex and high-risk patient cohort who are unable to access, or have been removed from, mainstream general practice.

The post holder will provide strong operational oversight across all non-clinical aspects of the SAS service, ensuring robust systems for patient access, administration, safeguarding, security and staff safety. The role is central to supporting clinical leadership, maintaining regulatory compliance, and ensuring the service operates in a safe, resilient and sustainable manner.

The post holder will also lead operational readiness for the future separation and standalone CQC registration of the SAS service, ensuring clear accountability for regulatory compliance, inspection preparedness and commissioner assurance.

Service Context - Special Allocation Scheme

The SAS service delivers GP-led primary medical services to patients with complex safeguarding histories, unmet mental health need, trauma-related conditions, substance misuse and challenging behaviours. The operating environment requires enhanced operational control, close multiagency working and a strong focus on risk management, boundaries of care and staff wellbeing.

This role therefore carries a higher level of responsibility than a traditional practice-based Patient Services Manager post and requires resilience, sound judgement and the ability to operate confidently in a high-risk service setting.

Mission Statement

Our vision is to provide services that empower patients to live healthier and more fulfilling lives. We take a practical and proactive approach to breaking down barriers to accessing healthcare, guided by our values of Health, Hope and Humanity.

Key Responsibilities

Operational Leadership

Hold operational responsibility for the end-to-end delivery of the SAS service, including patient access, administrative pathways, appointment systems and front-of-house functions.

Ensure the SAS service operates in line with the APMS contract, service specification and agreed KPIs, escalating operational risks or pressures promptly.

Lead the development, implementation and ongoing review of SAS-specific policies and procedures, including access protocols, patient conduct, service boundaries and escalation routes.

Monitor capacity, demand and patient acuity, working closely with clinical leads to ensure staffing and resources remain aligned to clinical risk.

Safeguarding, Risk and Security

Act as the operational lead for staff and patient safety within the SAS service.

Oversee security arrangements, including liaison with contracted security providers, to ensure a safe environment for staff and patients.

Ensure robust systems are in place for managing incidents involving challenging behaviour, threats, violence or aggression, including reporting, investigation and learning.

Coordinate safeguarding processes and multiagency liaison, ensuring concerns are escalated appropriately and documented accurately.

Regulatory and Governance Responsibilities

Lead operational readiness for the standalone CQC registration of the SAS service, including coordination of evidence, documentation and inspection preparation.

Ensure compliance with CQC standards, information governance requirements and Bevan policies.

Work closely with the Quality and Governance teams to support incident investigations, serious incidents, complaints and learning reviews.

Patient Experience and Complaints

Oversee the management of patient enquiries, concerns and complaints within the SAS service, ensuring responses are timely, proportionate and trauma-informed.

Support staff to manage complex and challenging interactions consistently, safely and in line with agreed service boundaries.

Workforce Management and Support

Line manage SAS administrative and coordination staff, including induction, supervision, appraisal, sickness management and performance development.

Support staff wellbeing in a high-pressure environment, recognising the emotional and safety impact of working with the SAS cohort.

Work closely with the People Team on recruitment, training, development and workforce planning.

Collaborative and External Working

Act as a key operational point of contact for commissioners and partner agencies including safeguarding teams, mental health services and local authorities.

Support contract review meetings, commissioner assurance processes and data requests.

Contribute operational insight to service redesign and future commissioning discussions.

Generic Responsibilities

All staff at Bevan are expected to comply with organisational policies relating to:

Equality, Diversity and Inclusion

Health, Safety, Environment and Fire SHEF

Confidentiality and Data Protection GDPR

Quality Improvement and Continuous Improvement

Mandatory training and professional development

Person Specification

Values and Personal Attributes

Essential

• Commitment to addressing health inequalities and supporting socially excluded populations.
• Resilience and professionalism in challenging situations.
• Ability to work flexibly across Bevan services as required.
• Alignment with Bevans values of Health, Hope and Humanity.

Experience

Essential

• Experience working in primary care, inclusion health or complex service environments.
• Experience managing challenging patient behaviours, complaints and incidents.
• Strong understanding of safeguarding, risk management and information governance.
• Experience working within contracted services with commissioner oversight.

Desirable

• Experience within SAS, secure, homeless health or similarly complex services.
• Experience supporting CQC inspections or registration processes.

Qualifications

Essential

• Good standard of general education

Desirable

• Practice or service management qualification

Skills

Essential

• Excellent organisational and prioritisation skills.
• Confident and effective communicator, able to engage with clinical, administrative and external stakeholders.
• Strong judgement and decision-making skills, particularly under pressure.
• Proficiency with Microsoft Office applications.

Desirable

• Experience using SystmOne or similar clinical systems.

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

Bevan Community Benefit Society

Address

14 Piccadilly

Bradford

West Yorkshire

BD1 3LS

Employer's website

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