Patient Services Manager

Old School Surgery; Chartham; On-site; GBP 28,000 - 40,000; Full time

Benefits offered by this job

NHS Pension Scheme (if applicable)

5.6 weeks annual leave

On-site parking

Job summary

The Old School Surgery is seeking a Patient Services Manager to lead the Reception and Administration Teams and support day-to-day running of our village dispensing practice. You will work closely with the GP Partner and practice leadership to blend team management with frontline reception duties.

responsibilities include coordinating rotas, inductions and training, managing patient enquiries and prescription processes, and driving improvements from feedback while maintaining IT access and

Qualifications

• GCSE Maths and English at grade C/4 or above or Functional Skills Level 2.
• Recognised leadership/management qualification (e.g. ILM Level 3) or willingness to work towards one.
• Relevant administrative or customer service qualification (e.g. AMSPAR or Level 3 Business Administration).

Responsibilities

• Lead and support the Reception and Administration Teams.
• Coordinate rotas, leave and staffing cover, working across departments.
• Support staff induction, training, supervision and appraisals.
• Oversee patient enquiries, telephone services and online appointment requests with escalation as needed.
• Coordinate complaints and support improvements through feedback and incidents.

Skills

People leadership

Customer service

Team coordination

Information governance

IT literacy

Stakeholder liaison

Education

GCSE Maths and English at C/4 or above

ILM Level 3 or above Leadership/Management

AMS(P)AR or Level 3 Business Administration

Tools

EMIS

Docman

NHS Smartcard Administration

Job description

Are you an organised andapproachable team leader who enjoys supporting colleagues and deliveringexcellent patient services?

The Old School Surgery islooking for a Patient Services Manager to lead our Reception and AdministrationTeams and support the day-to-day running of our village dispensing practice.

Working closely with theGP Partner, practice leadership and Dispensary Managers, you will combine teammanagement with regular reception and administrative duties.

Main duties of the job

Lead and support the Reception and Administration Teams.

Coordinate rotas, leave and cover, working collaboratively across departments.

Support staff induction, training, supervision and appraisals.

Oversee patient enquiries, administrative workflows and prescription request processes.

Coordinate complaints and help improve services through patient feedback.

Support IT systems, staff access, practice procedures and business continuity.

Provide practical reception and administrative support when needed.

About us

We are a friendly villagegeneral practice based in a converted Victorian school building in Chartham,with close working relationships across our clinical, dispensary andadministrative teams.

We offer:

• Awelcoming and supportive team.
• A variedrole with regular patient contact.
• Relevanttraining and development.
• NHSPension Scheme membership, if applicable.
• 5.6weeks annual leave entitlement.
• Amplefree on-site parking.

Job responsibilities

Summary of job description:

The Patient Services Manager will lead the day-to-day running of the Reception and Administration Teams at The Old School Surgery, reporting to Dr Kinnersley or a manager nominated by him.

The role combines staff management with regular reception and administrative work. Key responsibilities include:

• Coordinating rotas, leave and staffing cover, working closely with the Dispensary Managers.
• Supporting staff induction, training, competency assessments, supervision and appraisals.
• Overseeing patient enquiries, telephone services and online consultation requests, ensuring appropriate escalation.
• Managing administrative workflows, including registrations, correspondence, coding, subject access requests and repeat prescription administration.
• Coordinating complaints and supporting improvements arising from feedback and incidents.
• Supporting IT access, smartcard administration, infection prevention, business continuity and practice procedures.
• Maintaining accurate records and providing progress updates to the line manager.

The overall purpose is to support staff and ensure patients receive a welcoming, responsive and well-organised service.

Person Specification

Other requirements

• Satisfactory enhanced Disclosure and Barring Service (DBS) check
• Occupational health clearance
• Flexibility to work across the practices opening hours to meet the needs of the service, with reasonable notice

Other requirements

• Satisfactory enhanced Disclosure and Barring Service (DBS) check
• Occupational health clearance
• Flexibility to work across the practices opening hours to meet the needs of the service, with reasonable notice

Qualifications

• A good standard of education, including GCSE Maths and English at Grade C/4 or above, or Functional Skills Level 2 in Maths and English
• A recognised leadership or management qualification (e.g. ILM Level 3 or above), or willingness to work towards one
• A relevant administrative or customer service qualification (e.g. AMSPAR or Level 3 Business Administration)

Experience

• Experience of working with the general public in a customer-facing role
• Supervisory or management experience in a healthcare or customer-facing setting
• Experience of coordinating staff rotas and managing leave and absence
• Experience of training and supporting staff and monitoring competency
• Experience of reception and administrative duties
• Experience of handling enquiries, concerns and complaints professionally
• Experience of maintaining confidentiality and working in accordance with information governance requirements
• Experience of identifying operational problems, implementing solutions and improving working practices
• Management or supervisory experience within a primary care setting
• Experience of using EMIS and Docman
• Experience of primary care administration processes, including patient registrations, subject access requests, clinical correspondence and prescription requests
• Experience of working in, or alongside, a dispensing practice
• Experience of arranging clinical or locum sessions
• Experience of NHS Smartcard administration and Registration Authority (RA) Sponsor responsibilities
• Experience of managing IT queries and liaising with external IT providers
• Experience of infection prevention and control procedures
• Experience of business continuity planning
• High standards of integrity, personal accountability and emotional resilience
• Respects people from all backgrounds and communities and values diversity
• Flexible, cooperative, punctual and committed to supporting the team
• Sensitive and empathetic in distressing situations

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.