Patient Services Manager
| Posting date: | 04 September 2025 |
|---|---|
| Salary: | £36,750.00 per year |
| Additional salary information: | £36750.00 a year |
| Hours: | Full time |
| Closing date: | 17 September 2025 |
| Location: | Shipley, BD18 3EE |
| Company: | NHS Jobs |
| Job type: | Permanent |
| Job reference: | A1863-25-0043 |
Summary
Line management responsibility for the practices non-clinical employees including attendance management and performance management. Manage the front of house operations of the practice to ensure smooth, efficient operation of the practice including: reception, room availability, general administration, patient care and services. Manage the rota systems for patient appointments. Responsible for the general premises maintenance including managing the day-to-day health & safety aspects and undertaking risk assessments. Ensure practice premises are maintained to a high standard of cleanliness, working with contracted cleaning staff. Ensure the practice meets all access to appointment standards together with developing and implementing systems and practices to achieve higher than the standard access requirements and provide exemplar access for patients. Operational responsibility for planning, directing and co-ordinatingservices. Responsible for improving the performance, productivity and efficiency of services. Ensure efficient running of daily lists leading to the achievement of operational targets Ensuring staff work to systems and processes that enable achievement of DES, LES and QoF as relevant. Responsible for keeping the NHS Choice web-site up to date with the relevant practice and patient information Management of patient complaints in a timely and considerate manner, ensuring implementation of NHS complaints process at all times Provision of support to the practice staff on all day-to-day activities of the practice Work closely with and provide support to the Partners, GPs and relevant clinicians depending on the area of work Provision of support and development for all practice staff, ensuring compliance with IG Tookit and GDPR Oversee the day to day security of premises paying particular attention to both staff and patient safety People Management: Line management of the administrative team, including induction, sickness absence management, return to work interviews, staff appraisals, performance management, training and development. Provide leadership and support to the administrative team to enable effective team work. Engage and motivate team members so that they understand and work to achieve objectives and feel that their role makes a positive contribution to the practices successes. Development and delivery of training for whole of the reception function across all elements. Day to day support to receptionists when managing difficult patient interactions. Monitor capacity versus activity to ensure staffing levels are managed efficiently. Work collaboratively with the HR department in the recruitment and selection process of staff. Oversee and undertake annual appraisals for the administrative team, formulating development/training plans to progress and advance their competencies, ensuring they have the relevant skills, experience and knowledge as required. Monitor and evaluate performance of administrative team members who may be struggling, including development of appropriate support and training programmes. Liaise with the HR Department advising of flexible working requests, changes to hours on a monthly basis and termination data. Patient Access/Support Development of policy and protocols for patient access, e-consult, appointment bookings. Responding to patient enquires, including complaints. Adhere to incident reporting policy and procedures, ensuring incidents and complaints are recorded appropriately and processes for resolution are implemented. Respond to complaints, ensuring adherence to the Complaints Policy, including timescales for responding, and take actions to reduce future complaints. Ensure action plans are developed and actions met for any outcomes of investigation of incidents/complaints. This role is currently under review and may evolve into a more extensive role or develop a different focus.