Patient Services Manager
| Posting date: | 03 March 2026 |
|---|---|
| Salary: | Not specified |
| Additional salary information: | Negotiable |
| Hours: | Full time |
| Closing date: | 31 March 2026 |
| Location: | Southam, CV47 1NY |
| Company: | NHS Jobs |
| Job type: | Permanent |
| Job reference: | A1765-26-0000 |
Summary
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.