Patient Experience Manager

Berrycroft Community Health Centre; Aylesbury; On-site; GBP 35,000 - 45,000; Full time

Job summary

A health services provider in Aylesbury seeks a dynamic Patient Experience Manager to lead the Patient Services team. Responsibilities include team management, ensuring high-quality service, and staff development. Candidates should possess strong communication skills, experience in call-handling environments, and relevant qualifications. The role promotes a caring environment and offers flexible working patterns and competitive benefits.

Benefits

Lifestyle discounts

Blue Light Card discount

Onsite Cafe with staff discount

Employee Assistance Programmes

On-site Parking with charging ports

Free eye tests

Focus on wellbeing

Refer a friend scheme

Qualifications

• Proficient in Microsoft Office and other digital tools.
• Experience in managing staff and coordinating rotas.
• Confident in handling sensitive patient interactions.

Responsibilities

• Lead the Patient Services team and ensure efficient service delivery.
• Oversee recruitment, training, and staff development.
• Manage day-to-day operations and workflows in a fast-paced environment.

Skills

Strong communication skills

Digital adaptability

IT skills

Experience in call-handling environment

Education

GCSE Grades 9-4 in Maths and English or equivalent

NVQ Level 3 or equivalent in Team Leadership

Tools

Healthcare systems (EMIS or Docman)

Job description

Patient Experience Manager Are you a compassionate leader with a talent for bringing out the best in people?

We’re looking for a proactive, resilient and people-focused Patient Experience Manager to lead our front-line Patient Services team of under 15 staff. You’ll have the opportunity to be fully supported with coaching, mentorship and development opportunities.

The Role

The Patient Experience Manager is responsible for the day-to-day line management of the Patient Services Team, ensuring the delivery of compassionate, professional and efficient service in a complex and high demand environment.

This role focuses on team motivation, behavioural standards and resilience building, ensuring all tasks are completed to a high standard while staff are inducted, trained, supported and developed.

Main duties of the job

Lead and manage the team by building a high-performing, accountable and empathetic team that consistently delivers patient-centred service

Role model organisational values, addressing conduct, professionalism and challenging behaviour with confidence and fairness

Recruit, train, and develop staff. To oversee recruitment, induction and ongoing training. Support staff through regular coaching, development planning and pastoral care, fostering resilience in a fast-paced and emotionally demanding environment

Oversee daily operations - Manage day-to-day workflows, administrative tasks, rota planning, inbox/task oversight, absence, performance and ER issues. Ensure safe, efficient, and high-quality patient pathways across all touchpoints

Handle complex patient interactions. Deal confidently and compassionately with complaints, queries, and sensitive situations, including those involving anti-social or distressing behaviour

Audit call handling, admin workflows and task completion against quality KPIs. Use data and digital tools to identify service gaps, then drive improvement through coaching, feedback and solution-focused action

Work closely with management and business leads to resolve operational issues and escalate concerns appropriately. Provide emergency operational cover and deputise for senior leadership as required

About us

At Berrycroft, we believe that a diverse, inclusive and supportive environment drives better care and outcomes for all. We are committed to making sure all applicants have equal access to opportunities and are treated fairly throughout the recruitment process.

We pride ourselves in offering flexible working patterns and supporting the health and wellbeing of our employees. We offer competitive benefits, which include-

Lifestyle discounts through our Wellbeing partner, Vivup

Blue Light Card discount

Onsite Cafe with staff discount

Employee Assistance Programmes

On-site Parking with charging ports

Free eye tests

Focus on wellbeing - PLT days recently focused on Wellbeing

Refer a friend scheme

Job responsibilities

The Patient Experience Manager is responsible for the day to day line management of the Patient Services Team, ensuring the delivery of compassionate, professional, and efficient service in a complex and high demand environment. This role focuses on team motivation, behavioural standards, and resilience building, ensuring all tasks are completed to a high standard while staff are inducted, trained, supported and developed.

Person Specification

Qualifications

• GCSE Grades 9-4, or equivalent, in Maths and English
• Strong communication skills written, verbal and presenting
• Confident with multiple forms of technology
• Excellent IT skills and digital adaptability
• Experience in a busy call-handling environment
• Background in administration
• NVQ Level 3 or equivalent in Team Leadership
• NHS / primary care general practice experience
• Experience of coordinating staff rotas
• Experience using healthcare systems such as EMIS or Docman

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.