Patient Services Manager - Llanfyllin Group Practice
| Posting date: | 16 February 2026 |
|---|---|
| Salary: | Not specified |
| Additional salary information: | Negotiable |
| Hours: | Full time |
| Closing date: | 27 February 2026 |
| Location: | Llanfyllin, SY22 5DG |
| Company: | NHS Jobs |
| Job type: | Permanent |
| Job reference: | M0044-26-0042 |
Summary
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