Patient Services Manager

The Methodist Church in Britain; Castle Cary; On-site; GBP 30,000 - 42,000; Full time

Job summary

Millbrook Surgery in the Castle Cary area is seeking a proactive Patient Services Manager to run the front desk and administration, ensuring smooth booking, enquiries handling and patient flow. You will supervise reception staff, manage workloads, and maintain operational reporting.

The role requires hands-on leadership across all front-desk functions, including rostering, performance management and staff development.

Qualifications

• Experience working in a GP practice or similar healthcare setting.
• Experience supervising or managing a team.

Responsibilities

• Lead daily running of reception and admin services with workload allocation.
• Maintain daily situation report and track tasks, backlogs, staffing pressures.
• Manage staffing rotas, breaks, annual leave and absence cover.
• Lead Patient Services team performance, appraisals and attendance management.
• Recruit, induction and staff development with a competency matrix.
• Maintain practical competency across reception and admin and provide cover.
• Oversee patient access and appointment management with clinical teams.
• Promote patient-centred service; handle enquiries and complaints.
• Support Patient Participation Group and patient satisfaction surveys.
• Ensure confidentiality, data protection and audits.
• Attend Practice Management meetings and contribute to service planning.

Skills

Organisational skills

Communication skills

IT skills

Tools

EMIS Web

askMyGP

Job description

This role leads the Patient Services team at Millbrook Surgery, a GP practice, overseeing reception, administration and appointment management. The postholder runs the daily operation, from workload allocation and a daily situation report to staff rotas, recruitment and development. What sets it apart is the expectation of hands‑on competency across every front-desk function, so the manager can cover absences and busy periods. Previous experience of supervising a team and of working in a GP practice or similar setting are essential.

What the job involves

• Lead the daily running of reception and administrative services, with workload allocation and high standards
• Maintain the daily situation report, tracking tasks, backlogs, staffing pressures and operational risks
• Manage staffing rotas, breaks, annual leave and absence cover
• Lead, supervise and support the Patient Services team, including performance, appraisals and attendance management
• Lead recruitment, induction and staff development, keeping a competency and training matrix
• Maintain full practical competency across reception and admin functions and provide direct cover
• Oversee patient access and appointment management with clinical teams, supporting QOF targets and recalls
• Maintain protocols, procedures and team guidance, and improve workflows and systems
• Promote a patient-centred service and support the handling of enquiries, feedback and complaints
• Support the Patient Participation Group and coordinate patient satisfaction surveys
• Ensure compliance with confidentiality, data protection and information governance, including incident reporting and audits
• Attend Practice Management meetings, providing updates, highlighting risks and contributing to service planning

Experience

• Experience working in a GP practice or similar healthcare setting
• Previous experience supervising or managing a team

Skills & knowledge

• Strong organisational skills and ability to prioritise competing demands
• Excellent communication, interpersonal and problem-solving skills
• Confident IT skills and understanding of reception and administrative processes

Other

• Ability to stay calm under pressure, use initiative and lead by example
• Proactive, flexible, hands‑on approach, willing to support all Patient Services areas
• Positive, supportive leadership style and commitment to excellent patient care

Nice to have

• Experience using EMIS Web and askmyGP
• Knowledge of NHS primary care processes and QOF
• Experience managing rotas, staff performance, training and service improvements
• Relevant leadership or management qualification