Patient Services Manager

Job summary

The Patient Services Manager is responsible for the operational management of all patient-facing administrative services within the practice. The post holder will lead the reception and administrative teams to ensure safe, efficient, and patient-centred access to care.

The role will support the Practice Manager in delivering high-quality services, improving patient experience, and ensuring compliance with practice policies and regulatory requirements.

Main duties of the job

• Oversee the day-to-day running of reception and administrative services.
• Ensure effective appointment management and patient access systems.
• Monitor call handling performance, appointment utilisation, and DNA rates.
• Develop and maintain efficient workflows to support clinicians.
• Ensure adequate staffing levels and rota cover at all times.
• Act as escalation point for operational issues affecting patient services.
• Line manage reception and administrative staff.
• Conduct appraisals, probation reviews, and return-to-work meetings.
• Manage rotas, annual leave, and sickness monitoring.
• Identify training needs and support staff development.
• Promote a positive, professional, and patient-focused culture.
• Lead on non-clinical complaints handling and responses.
• Monitor patient feedback and Friends & Family Test results.
• Implement improvements to enhance patient access and communication.
• Support digital access initiatives (e.g., NHS App uptake, online consultations).
• Ensure reception and admin procedures comply with CQC standards.
• Maintain and update relevant policies and standard operating procedures.
• Support data protection, confidentiality, and information governance processes.
• Audits and quality improvement projects.
• Produce regular performance reports for the Practice Manager and Partners.
• Analyse service demand and capacity data.
• Contribute to business continuity planning.
• Support service redesign initiatives where required.

About us

Southam Surgery is a friendly rural practice, proudly serving approximately 7,200 patients. We are committed to delivering high-quality, patient-centered care to meet the diverse healthcare needs of our community.

Our clinical team includes 3 partners, 5 salaried General Practitioners (GPs), 2 registered nurses, 2 healthcare assistants (HCA), and clinical pharmacists. Together, we offer a full range of primary healthcare services, ensuring accessible and comprehensive care for all our patients.

We have been rated 'Good' by the Care Quality Commission (CQC)

Job responsibilities

Job title: Patient Services Manager

Reports to: Practice Manager

Hours: 37.5

Job summary:

The Patient Services Manager is responsible for the operational management of all patient-facing administrative services within the practice. The post holder will lead the reception and administrative teams to ensure safe, efficient, and patient-centred access to care.

The role will support the Practice Manager in delivering high-quality services, improving patient experience, and ensuring compliance with practice policies and regulatory requirements.

Key Responsibilities

1. Operational Management

• Oversee the day-to-day running of reception and administrative services.
• Ensure effective appointment management and patient access systems.
• Monitor call handling performance, appointment utilisation, and DNA rates.
• Develop and maintain efficient workflows to support clinicians.
• Ensure adequate staffing levels and rota cover at all times.
• Act as escalation point for operational issues affecting patient services.

2. Team Leadership & Management

• Line manage reception and administrative staff.
• Conduct appraisals, probation reviews, and return-to-work meetings.
• Manage rotas, annual leave, and sickness monitoring.
• Identify training needs and support staff development.
• Promote a positive, professional, and patient-focused culture.

3. Patient Experience & Complaints

• Lead on non-clinical complaints handling and responses.
• Monitor patient feedback and Friends & Family Test results.
• Implement improvements to enhance patient access and communication.
• Support digital access initiatives (e.g., NHS App uptake, online consultations).

4. Governance & Compliance

• Ensure reception and admin procedures comply with CQC standards.
• Maintain and update relevant policies and standard operating procedures.
• Support data protection, confidentiality, and information governance processes.
• Participate in audits and quality improvement projects.

5. Reporting & Performance

• Produce regular performance reports for the Practice Manager and Partners.
• Analyse service demand and capacity data.
• Contribute to business continuity planning.
• Support service redesign initiatives where required.

Person specification

Experience

Essential

• Experience managing staff within a healthcare, NHS, or customer-facing environment.
• Strong organisational and leadership skills.
• Experience handling complaints and difficult conversations.
• Excellent communication skills (written and verbal).
• Ability to analyse data and produce reports.
• Good IT skills clinical systems, Microsoft Office.

Desirable

• Experience in General Practice.
• Knowledge of CQC standards.
• Understanding of NHS primary care systems and access models.
• HR experience - absence management, appraisals.