Job summary
Patient Services Manager
We are a large, rural GP practice serving our 12,000-patient population from three purpose-built surgery sites. We are proud of our strong ethos of care, teamwork, and a forward-thinking approach, andwe are looking for a Patient Services Manager who shares those values.
This is a key leadership role within the practice. You will lead our reception and front-line patient services team across all three sites and help ensure patients receive a high standard and consistent level of service from first contact onwards.
We are also a dispensing practice, this role is key in ensuring smooth day-to-day coordination between reception, dispensary, and the clinical team across all sites, helping patients receive the best possible service from the moment they contact the practice.
Main duties of the job
The following are the core responsibilities of the Patient Services Manager in delivering health services. There may be, on occasion, a requirement to carry out other tasks. This will be dependent upon factors such as workload and staffing levels:
Lead, support and develop the practice reception team across all sites
Line manages and act as the first point of contact for the reception team providing guidance, mentorship and performance management.
Ensure smooth daily running of the reception, call handling and patient contact systems
Foster a positive, motivated and professional team culture, encouraging continuous learning and professional development
Ensure all reception staff are trained, competent and confident in delivering patient focused services.
Support the management team to deliver a high quality, compassionate patient experience of the practice and efficient operational performance
Lead regular team meetings, ensuring learning, feedback and updates are effectively communicated
Lead on workforce planning, recruitment, retention and succession planning within the reception team
Ensure all HR documentation including appraisals, probation reviews, absence monitoring and performance records are maintained to a high standard and in line with practice policies
For full description and list of duties please see the job description
About us
Llanfyllin Group Practice is a three-surgery dispensing GP practice offering medical services to over 12,000 patients within our 600 square mile geographical area.
We are a large team but feel very much like a family with a shared ethos of delivering a high-quality service to our patients working in a stunningly beautiful rural area.
Our team are integral to the way we offer care, providing a friendly, caring, and professional service to our patients, and maintaining a strong commitment along with the rest of the practice team to the continuous development of our services.
The practice is keen to promote a multi-disciplinary team approach to our patients care, we share our premises and work closely with the District Nursing team and offer a multitude of services at our practice such as a First Contact Mental Health Practitioner, a First Contact Physiotherapist, Womens health clinics, skin clinics, minor surgery, a minor injuries service and many more.
We are a training practice for GP trainees, medical students, physicians associates, pre-registration pharmacists and we train and develop our admin/reception and dispensary teams in house.
It is important to us that we have the right person joining us who brings a positive, committed and strong ethos of care to the role. We welcome opportunities to train and develop the right individuals into leading areas of interest to them.
Job description
Job responsibilities
Job title
Patient Services Lead
Line manager
Managing Partner
Accountable to
The Partners
Hours per week
37 worked over 5 days
Job summary
The Patient Services Manager is a visible, non-clinical leader responsible for the reception and front-line patient services at the practice, ensuring smooth patient flow, excellent patient service, and efficient operational processes.
The postholder will oversee and act as the first point of contact for the reception team across all three practice sites, actively managing the appointments system and daily patient flow in close collaboration with the clinical team to optimise the use of available clinical resources, support the timely scheduling of patients triaged by the clinical team and assist with clinical rota planning.
They will lead, support, and mentor the reception team, ensuring staff are well-trained, motivated, and able to perform to their full potential while fostering professional development.
The postholder will be a key link between the reception team and the wider practice, taking the lead on patient experience, communication standards, and first-line complaint management. They will work closely with the partners and the management team to meet contractual obligations and deliver a high-quality patient experience alongside efficient and effective operational performance.
Mission statement
Llanfyllin Group Practice aims to be a leading local provider of clinical care and a wide range of health care services to the community and practice area, meeting national standards on best clinical practice.
Primary key responsibilities
The following are the core responsibilities of the Patient Services Manager in delivering health services. There may be, on occasion, a requirement to carry out other tasks. This will be dependent upon factors such as workload and staffing levels:
Leadership and Performance
Lead, support and develop the practice reception team across all sites
Line manages and act as the first point of contact for the reception team providing guidance, mentorship and performance management.
Ensure smooth daily running of the reception, call handling and patient contact systems
Foster a positive, motivated and professional team culture, encouraging continuous learning and professional development
Ensure all reception staff are trained, competent and confident in delivering patient focused services.
Support the management team to deliver a high quality, compassionate patient experience of the practice and efficient operational performance
Lead regular team meetings, ensuring learning, feedback and updates are effectively communicated
Lead on workforce planning, recruitment, retention and succession planning within the reception team
Ensure all HR documentation including appraisals, probation reviews, absence monitoring and performance records are maintained to a high standard and in line with practice policies
Reception Staffing and Rota Management
Plan, manage, and oversee reception staff rotas ensuring effective staff coverage across all sites to ensure the effective delivery of patient facing services
Monitor staffing levels and adjust as required to respond to demand and operational priorities
Work collaboratively with the management team to ensure cross cover staffing arrangements to ensure the practice can maintain smooth day to day operations
Appointments and Patient Flow Management
Actively and flexibly manage the practice appointments system and daily patient flow working in collaboration with the clinical team ensuring effective and consistent use of EMIS, Accurx, Docman and other digital platforms
Audit and review patient demand data, monitoring trends to inform service planning
Support the planning and coordination of clinical rotas, ensuring adequate clinical coverage across all sites
Patient Experience and Communication
Act as the first point of contact for patients concerns and complaints managing early resolution and supporting the learning process across the practice
Lead on initiatives to improve patient experience
Ensure reception staff have the skills, confidence and empathy to communicate effectively with patients including those with additional needs
Oversee the quality of call-handling, reception interactions and administrative communication with patients
Deliver health promotion initiatives and engagement activities in partnership with the management team
Contribute to the practice website, social media channels and digital communication platforms, ensuring information is accurate, timely and accessible
Operational Delivery
Ensure reception areas are welcoming, safe and accessible for all patients
Monitor call volumes, response times and use data to inform improvement in line with Welsh Government Access Standards
Manage the flow of incoming correspondence including patient registrations, and patient correspondence to ensure all actions are completed effectively and in a timely manner
Ensure the safeguarding of patient data, ensuring all reception areas are secure and confidential
Support planning and delivery of vaccination and immunisation clinics
Develop, monitor and review policies, SOPs, and risk assessments relevant to patient services across all sites
Lead on compliance monitoring within the reception team, including mandatory training, confidentiality, data protection, safeguarding responsibilities and competency compliance
Ensure all staff understand and comply with information governance, data protection and confidentiality policies
Provide concise and timely updates for management team meetings, contributing to decision-making and continuous improvement
Communicate key updates to the reception team, ensuring clarity, accountability and shared understanding of goals and results
Governance, Quality and Compliance
Act as the lead for patient services in relation to HIW readiness and to meet our contractual obligations
Ensure compliance with safeguarding, confidentiality, data protection, Health & Safety and mandatory training requirements
Participate in audits, quality improvement activity, significant event and complaint reviews
Ensure security protocols are maintained, including access, alarm systems and password management
For full description and list of duties please see the attached job description
Job description
Job responsibilities
Job title
Patient Services Lead
Line manager
Managing Partner
Accountable to
The Partners
Hours per week
37 worked over 5 days
Job summary
The Patient Services Manager is a visible, non-clinical leader responsible for the reception and front-line patient services at the practice, ensuring smooth patient flow, excellent patient service, and efficient operational processes.
The postholder will oversee and act as the first point of contact for the reception team across all three practice sites, actively managing the appointments system and daily patient flow in close collaboration with the clinical team to optimise the use of available clinical resources, support the timely scheduling of patients triaged by the clinical team and assist with clinical rota planning.
They will lead, support, and mentor the reception team, ensuring staff are well-trained, motivated, and able to perform to their full potential while fostering professional development.
The postholder will be a key link between the reception team and the wider practice, taking the lead on patient experience, communication standards, and first-line complaint management. They will work closely with the partners and the management team to meet contractual obligations and deliver a high-quality patient experience alongside efficient and effective operational performance.
Mission statement
Llanfyllin Group Practice aims to be a leading local provider of clinical care and a wide range of health care services to the community and practice area, meeting national standards on best clinical practice.
Primary key responsibilities
The following are the core responsibilities of the Patient Services Manager in delivering health services. There may be, on occasion, a requirement to carry out other tasks. This will be dependent upon factors such as workload and staffing levels:
Leadership and Performance
Lead, support and develop the practice reception team across all sites
Line manages and act as the first point of contact for the reception team providing guidance, mentorship and performance management.
Ensure smooth daily running of the reception, call handling and patient contact systems
Foster a positive, motivated and professional team culture, encouraging continuous learning and professional development
Ensure all reception staff are trained, competent and confident in delivering patient focused services.
Support the management team to deliver a high quality, compassionate patient experience of the practice and efficient operational performance
Lead regular team meetings, ensuring learning, feedback and updates are effectively communicated
Lead on workforce planning, recruitment, retention and succession planning within the reception team
Ensure all HR documentation including appraisals, probation reviews, absence monitoring and performance records are maintained to a high standard and in line with practice policies
Reception Staffing and Rota Management
Plan, manage, and oversee reception staff rotas ensuring effective staff coverage across all sites to ensure the effective delivery of patient facing services
Monitor staffing levels and adjust as required to respond to demand and operational priorities
Work collaboratively with the management team to ensure cross cover staffing arrangements to ensure the practice can maintain smooth day to day operations
Appointments and Patient Flow Management
Actively and flexibly manage the practice appointments system and daily patient flow working in collaboration with the clinical team ensuring effective and consistent use of EMIS, Accurx, Docman and other digital platforms
Audit and review patient demand data, monitoring trends to inform service planning
Support the planning and coordination of clinical rotas, ensuring adequate clinical coverage across all sites
Patient Experience and Communication
Act as the first point of contact for patients concerns and complaints managing early resolution and supporting the learning process across the practice
Lead on initiatives to improve patient experience
Ensure reception staff have the skills, confidence and empathy to communicate effectively with patients including those with additional needs
Oversee the quality of call-handling, reception interactions and administrative communication with patients
Deliver health promotion initiatives and engagement activities in partnership with the management team
Contribute to the practice website, social media channels and digital communication platforms, ensuring information is accurate, timely and accessible
Operational Delivery
Ensure reception areas are welcoming, safe and accessible for all patients
Monitor call volumes, response times and use data to inform improvement in line with Welsh Government Access Standards
Manage the flow of incoming correspondence including patient registrations, and patient correspondence to ensure all actions are completed effectively and in a timely manner
Ensure the safeguarding of patient data, ensuring all reception areas are secure and confidential
Support planning and delivery of vaccination and immunisation clinics
Develop, monitor and review policies, SOPs, and risk assessments relevant to patient services across all sites
Lead on compliance monitoring within the reception team, including mandatory training, confidentiality, data protection, safeguarding responsibilities and competency compliance
Ensure all staff understand and comply with information governance, data protection and confidentiality policies
Provide concise and timely updates for management team meetings, contributing to decision-making and continuous improvement
Communicate key updates to the reception team, ensuring clarity, accountability and shared understanding of goals and results
Governance, Quality and Compliance
Act as the lead for patient services in relation to HIW readiness and to meet our contractual obligations
Ensure compliance with safeguarding, confidentiality, data protection, Health & Safety and mandatory training requirements
Participate in audits, quality improvement activity, significant event and complaint reviews
Ensure security protocols are maintained, including access, alarm systems and password management
For full description and list of duties please see the attached job description
Person Specification
Additional Criteria
Essential
- Excellent leadership and team building skills, with the ability to motivate, support and develop a team
- Proven customer/patient care skills
- Ability to think strategically and contribute to wider service development
- Excellent communication and interpersonal skills with the ability to liaise effectively at all levels
- Competent in the use of MS Office applications and digital software
- Ability to manage competing priorities and work under pressure
- Problem solver with the ability to process information accurately and effectively, interpreting data as required
- Ability to use own initiative, discretion, and sensitivity
- Ability to manage staff rotas
- Understanding of the challenges and priorities in general practice
- Effective time management (planning and organising)
- Good organisational skills
- Ability to effectively utilise resources
- Punctual and committed to supporting the team effort
- High levels of integrity and loyalty
- Ability to network and build relationships
- Flexible approach to work, cooperative and motivated
- Confident, assertive and resilient
- Ability to use initiative and judgement
- Ability to motivate teams, enhance morale and maintain a positive working environment, including team-building sessions
- Proven problem-solving and analytical skills
- Demonstrate personal accountability, emotional resilience and the ability to work well under pressure
- Ability to work to key policies and procedures
- Flexibility to work outside of core office hours
- Disclosure Barring Service (DBS) check
- Own transport and ability to travel between sites
Qualifications
Essential
- Level 5 management qualification (or equivalent experience)
- Evidence of continuous professional development in leadership, service improvement, or patient experience
Desirable
- Educated to A-level/equivalent or higher, with relevant experience
Experience
Essential
- Proven experience of managing or supervising a team in a customer service or administrative role
- Strong track record of managing day to day operations including rotas, workload distributing and performance monitoring
- Familiarity with the Welsh GMS Contract and statutory regulations
- Experience of implementing service improvements and managing change
Desirable
- Experience of managing staff across multiple sites
- Experience of EMIS clinical system
- Previous experience of working in primary care or within the NHS
Person Specification
Additional Criteria
Essential
- Excellent leadership and team building skills, with the ability to motivate, support and develop a team
- Proven customer/patient care skills
- Ability to think strategically and contribute to wider service development
- Excellent communication and interpersonal skills with the ability to liaise effectively at all levels
- Competent in the use of MS Office applications and digital software
- Ability to manage competing priorities and work under pressure
- Problem solver with the ability to process information accurately and effectively, interpreting data as required
- Ability to use own initiative, discretion, and sensitivity
- Ability to manage staff rotas
- Understanding of the challenges and priorities in general practice
- Effective time management (planning and organising)
- Good organisational skills
- Ability to effectively utilise resources
- Punctual and committed to supporting the team effort
- High levels of integrity and loyalty
- Ability to network and build relationships
- Flexible approach to work, cooperative and motivated
- Confident, assertive and resilient
- Ability to use initiative and judgement
- Ability to motivate teams, enhance morale and maintain a positive working environment, including team-building sessions
- Proven problem-solving and analytical skills
- Demonstrate personal accountability, emotional resilience and the ability to work well under pressure
- Ability to work to key policies and procedures
- Flexibility to work outside of core office hours
- Disclosure Barring Service (DBS) check
- Own transport and ability to travel between sites
Qualifications
Essential
- Level 5 management qualification (or equivalent experience)
- Evidence of continuous professional development in leadership, service improvement, or patient experience
Desirable
- Educated to A-level/equivalent or higher, with relevant experience
Experience
Essential
- Proven experience of managing or supervising a team in a customer service or administrative role
- Strong track record of managing day to day operations including rotas, workload distributing and performance monitoring
- Familiarity with the Welsh GMS Contract and statutory regulations
- Experience of implementing service improvements and managing change
Desirable
- Experience of managing staff across multiple sites
- Experience of EMIS clinical system
- Previous experience of working in primary care or within the NHS
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).