Patient Services Manager
| Dyddiad hysbysebu: | 16 Chwefror 2026 |
|---|---|
| Cyflog: | £34,722.00 i £40,586.00 bob blwyddyn |
| Gwybodaeth ychwanegol am y cyflog: | £34722.00 - £40586.00 a year |
| Oriau: | Llawn Amser |
| Dyddiad cau: | 13 Mawrth 2026 |
| Lleoliad: | Weymouth, DT4 7BY |
| Cwmni: | NHS Jobs |
| Math o swydd: | Parhaol |
| Cyfeirnod swydd: | A0953-26-0001 |
Crynodeb
Responsible for leading and managing the reception and administrative team to deliver a high-quality, patient-focused service within the GP practice. This role oversees all aspects of patient services, including reception operations, appointment management and patient access, including digital access. The post-holder will ensure compliance with NHS, CQC, GDPR, and Health & Safety regulations, drive service improvements, and support achievement of practice targets. Key duties include: Clinical and non-clinical rota management Staff supervision, line management and training Deliver daily operations to agreed SLAs e.g. front reception desks, phones, prescription, referrals Involvement in resolving complex patient queries or complaint 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. Promote effective care navigation, directing patients to the most appropriate healthcare professional or service. 2. Operational Management Oversee reception 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 daily operational tasks, including online requests, secretarial duties, and prescription requests. 3. Staff Supervision and Training Line-manage all 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. ADDITIONAL RESPONSIBILITIES This post is a key post within the management structure of the surgery and as such also has the following overarching responsibilities: To maintain effective liaison with the Practice Business Manager on all areas of responsibility and to immediately report any difficulties or shortcomings in agreed standards and criteria. Undertake training where relevant to the tasks and responsibilities associated with the job and under the direction of the Practice Business Manager. Perform any duty specifically delegated by the Practice Business Manager as being properly the responsibility of this post. To conduct oneself in a professional manner maintaining, courtesy, discretion and patience at all times. The tasks and responsibilities in this job description may change in the light of developments within the surgery or practice and are subject to review. Please see full Job Description for further information.