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Patient Services Manager
| Dyddiad hysbysebu: | 12 Awst 2025 |
|---|---|
| Cyflog: | Heb ei nodi |
| Gwybodaeth ychwanegol am y cyflog: | Negotiable |
| Oriau: | Llawn Amser |
| Dyddiad cau: | 20 Awst 2025 |
| Lleoliad: | Northampton, NN3 8AW |
| Cwmni: | NHS Jobs |
| Math o swydd: | Parhaol |
| Cyfeirnod swydd: | A0452-25-0007 |
Crynodeb
Job Description Patient Services Manager Responsible to: Practice Manager / GP Partners Accountable for: Admin team Hours: 37.5 hours per week, over 5 days Key Responsibilities 1. Patient Services Deliver a professional, welcoming, and compassionate experience for all patients. Act as the first point of escalation for patient complaints and concerns, following the NHS Complaints Procedure. Develop and monitor patient feedback channels (Google reviews, FFT survey, GP patient survey) and take action to improve service quality. Promote effective care navigation, directing patients to the most appropriate healthcare professional or service. Maintain a professional reception environment, including up-to-date notice boards and patient information displays. Manage the practices communication channels, including telephone, email, website, and social media. 2. Operational Management Oversee admin operations, including phone handling, appointment booking, and front desk duties. Review and update reception policies and procedures in line with NHS and CQC requirements. Provide IT/system support to admin staff and liaise with suppliers as needed. Ensure accurate and efficient completion of administrative tasks, including patient registrations, online triage, secretarial duties, and prescription requests. 3. Staff Supervision and Training Line-manage all administrative and reception staff, providing training, guidance, and ongoing support. Plan and manage staff rotas, leave requests, absence cover, and temporary staffing arrangements. Assist with recruitment, onboarding, and induction for new staff. Conduct probation reviews, performance management, one-to-one meetings, disciplinary, and annual appraisals. Identify training needs and organise targeted development opportunities. Ensure all team members are up to date with mandatory training and practice policies. Carry out return-to-work interviews following sickness absence. 4. Appointment Management Monitor and optimise the practice appointment system to ensure appropriate urgent and routine capacity. Manage waiting lists and arrange extra clinical sessions when necessary. Audit care navigation and appointment booking daily across all channels (face-to-face, telephone, online). 5. Compliance and Quality Assurance Ensure compliance with NHS, CQC, GDPR, and Health & Safety regulations. Maintain and audit admin procedures to ensure consistent quality. Ensure cold chain compliance for relevant deliveries. Support achievement of QOF targets by delegating relevant tasks appropriately. Assist with preparation for CQC inspections and other external audits. 6. Digital & Service Improvement Promote and manage digital access routes (e.g., online consultations, NHS App, e-prescriptions). Identify and implement process improvements to enhance efficiency and patient experience. Monitor call volumes, online form submissions, and appointment availability to optimise workflow. 7. Reporting Produce regular reports on staff performance, appointment utilisation, patient feedback, and call handling. Analyse service trends to inform operational and strategic improvements. Contribute to practice development plans and strategic objectives. Skills and Qualifications (Essential) Proven experience in a supervisory or management role in healthcare or a customer service environment. Strong leadership and team management skills. Excellent communication skills (written, verbal, and telephone). Strong IT skills, including Microsoft Office and ability to learn clinical systems (training available). Ability to handle sensitive situations with empathy and professionalism. Desirable Qualifications Previous experience in a GP surgery or healthcare setting. NVQ Level 3 in Health and Social Care / Business Administration or equivalent. Leadership and/or management qualification. Knowledge of SystmOne, Accurx, and NHS guidelines, policies, and procedures. Personal Attributes Strong leadership qualities and experience in staff training and development. Patient-focused with a passion for service excellence. Calm, professional, and resilient under pressure. Flexible, adaptable, and solutions-focused. Self-motivated, proactive, and able to work both independently and in a team. High levels of integrity, discretion, and confidentiality. Empathetic and sensitive in challenging or distressing situations. Other requirements Essential Flexibility to work outside of core office hours Disclosure Barring Service (DBS check) Maintain confidentiality at all times 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.