Patient Services Manager

The Patient Services Manager leads and supports the Care Navigation Team, ensuring the smooth day-to-day operation of the practice and the delivery of high-quality patient services. Responsibilities include managing staff rotas, recruitment, training, appraisals, absence management, and team development. The role promotes excellent customer care, ensures compliance with practice policies and information governance requirements, and supports continuous service improvement.

The Patient Services Manager oversees patient communications, including feedback, complaints management, online access services, and engagement with the Patient Participation Group (PPG). The role also monitors workload across reception, telephone, and online services, ensuring patient enquiries are handled efficiently and effectively. Working closely with the wider practice team, the Patient Services Manager helps maintain a safe, organised, and patient-focused environment while supporting operational efficiency and accessibility for all patients.

JOB TITLE: Patient Services Manager (PSM)SALARY: Depending on

HOURS: 37.5 hours per week,

The Chislehurst Partnership is a forward-thinking

GP practice formed through the merger of The Woodlands Practice and Chislehurst

Medical Practice. We provide high-quality, person-centred care to approximately

24,000 patients across three sites in the heart of Chislehurst.

We are committed to delivering

excellent patient care through innovation, collaboration, and continuous

improvement. Our multidisciplinary team, including GPs, GP Registrars, Mental

Health Practitioners, Nurses, Healthcare Assistants, Social Prescribing Link

Workers, First Contact Physiotherapists, and Physician Associates,

work together to support the health and

wellbeing of our local population while fostering a positive, inclusive, and

supportive working environment for staff.

provide support to the Practice Manager and work with the management team

across a range of duties relating to the patient experience. To lead a team of

30 Care Navigators across both sites with the support of a Lead Care Navigator.

This role is supported by 2 Patient Services Assistants who work

collaboratively with the PSM to deliver our outstanding patient service.

main purpose of this role is to ensure excellent communication within the team

and to patients, an efficient and organised service provision and support the

practice with improvements.

The PSM will lead the team to deliver a professional and helpful service and to

provide excellent communication between patients, doctors and the wider team. The PSM will also need to be responsive to

practice policies, priorities and the changing needs of the service and adapt

the workload as required.

To act as a role

model, demonstrating and promoting the standards expected by the partnership

and creating the energy and enthusiasm for the service.

Confidently managing a large team of staff, supporting

staff development, providing guidance and direction. Act as a focal point for

communication, advising on methods of communication and best practice.

Responsibilities of the

post

Work as a

flexible member of the team to ensure the smooth running of the practice,

providing support to other team members when necessary

Lead the patient facing team with

a positive attitude and a friendly and helpful service delivery

Promoting and modelling the

highest standards of customer care for all patients

Provide support

to Care Navigators and other team members to assist them in their role

Attend training

courses and meetings as and when required

Undertake any

other tasks commensurate with the role

team

Managing rotas to ensure adequate

staffing levels are maintained and arranging cover when needed.

Organise and facilitate staff

appraisals, 1-1s and probation review meetings

Absence management including

return to work meetings

Training

and development assessment and completion

Assist

with recruitment

Training

and mentoring new staff

Lead

and support the teams

Facilitate

communication with the teams regularly

Update

teams with system changes and general feedback or information relevant to the

role

Assist the practice management team with preparing new

practice policies & protocols where appropriate and ensure teams receive

refresher training when required

Ensure all Practice Protocols are understood and adhered to

within the Care Navigation team

Patient

feedback

Respond to patient & record comments

Share with relevant teams as

learning / improvements

Patient engagement monitoring

review team service provision and feedback to the team/individuals

Oversee FFT submission

Work alongside the Patient

Participation Group (PPG) and attend meetings

online access / NHS app

Support team promoting online

services

Review access processes to enable

the easiest pathway for patients

Ensure practice policy for

complaints management is completed in a timely manner

Record and manage all complaints

& responses

Lead on quarterly complaints

review meetings with the complaints lead Partners

Submit annual Ko41b return

Share with the Care Navigation team

any learnings from complaints relevant to their role

Highlight to the Practice Manager

any complaints relating to other team members

Implement agreed changes from

complaints

Navigation Administration

Ensure all duties

and tasks are completed by the team each day

Oversee daily management of

submitted online requests

The Care Navigation Team is the first point of contact for

patients at Chislehurst Practice and plays a key role in ensuring the smooth

day-to-day running of the surgery. The team manages patient enquiries,

appointment bookings, online requests, telephone calls, and administrative

tasks while providing excellent customer service.

As Team Lead, the role involves managing and supporting the Care

Navigation Team, including rota management, recruitment, training, appraisals,

absence management, and staff development. The position also oversees patient

feedback, complaints handling, NHS App and online access promotion, and

ensuring practice policies and procedures are followed.

A key part of the role is maintaining high standards of patient

care, improving team performance, reviewing processes to enhance patient

access, supporting the Patient Participation Group, and working closely with

the Practice Management Team to ensure effective service delivery and

continuous improvement across the practice."

Qualifications