Patient Services Manager

• Team coordination Lead, support and coordinate the Patient Advisor team daily.
• Frontofhouse service Ensure a professional, efficient, patient focused reception.
• Access systems Oversee telephony, care navigation, online services, triage, messaging and practice communications.
• Reception planning Manage rotas, task allocation, leave cover and workforce planning.
• Appointments and D2A Oversee booking, D2A, extended hours clinics and utilisation.
• Operational setup Ensure effective reception areas, room allocation and clinic setup.
• Patient processes Maintain registrations, online/proxy access, cancellations, interpreters, communications and workflow.
• Admin workflows Oversee scanning, correspondence, Docman, deductions, GP2GP, PCSE queries and SAR/IGPR.
• Claims & returns Support timely submission and checking of claims and activity submissions.
• Escalation point Act as first point of escalation for service issues and operational pressures.
• Staff development Support recruitment, induction, training and competency development.
• Communication standards Promote excellent communication, confidentiality and patient experience.
• Governance support Support complaints, significant events and service improvement.
• Operational readiness Maintain premises checks, room use, facilities, and stock.
• Team collaboration Work with the Practice Management Team to ensure safe, efficient operations.

• Managing patient advisors and ensure the smooth running of the reception team.
• Line management responsibilities for the patient advisor team along with supporting the staff training needs by developing protocols and delivering training.
• Manage weekly staffing rotas for patient advisors and manage staffing cover for planned and unplanned leave.
• Ensure effective running of the office and all tasks completed and delivered as stipulated in specifications and protocols.
• Undertake annual staff appraisals.
• Manage and respond to patient queries and complaints.
• Manage IGPR/SAR insurance requests and ensure they are actioned in a timely manger
• Manage the practice social media accounts and ensure website is up to date
• Manage and review all administrative and reception policies and procedure are up to date.
• Act as the first point of contact for external organisations such as the local police, solicitors, DVLA amongst other agencies.
• Work with EMIS the practices clinical system to manage the day-to-day work load.
• Manage/delegate incoming mail, posts, deliveries, and supplies. Along with managing all deliveries to the practice and ensuring adherence to the cold chain policy as necessary.
• Deputise for practice manager during periods of absence.
• Patient feedback lead
• Finance claims

Essential

• Experience working in a GP practice, NHS service, healthcare setting or busy public-facing administrative environment.
• Experience of leading, supervising or coordinating a customer-facing operational team.
• Experience of managing appointment systems, customer-facing services or patient access processes.
• Experience using primary care, NHS or healthcare administrative systems, such as EMIS, Accurx, Docman, TeamNet or equivalent systems.
• Excellent communication skills, including confidence handling difficult conversations calmly and professionally.
• Highly organised, practical and able to manage competing priorities.
• Able to maintain confidentiality and understand information governance requirements.
• Positive, supportive leadership style with the ability to motivate and develop colleagues.
• Able to work flexibly and respond effectively to daily operational pressures.

Desirable

• Experience managing reception rotas, appointment books or access systems.
• Experience supporting complaints handling, learning events or service improvement initiatives.
• Working knowledge of CQC standards and expectations within primary care.
• Experience training, mentoring or supervising administrative staff.
• Experience supporting routine claims, returns or activity submissions in a GP practice or NHS setting.