Patient Services Manager

NHS; Hemel Hempstead; On-site; GBP 80,000 - 100,000; Full time

Job summary

A healthcare provider in Hemel Hempstead is seeking a dedicated Patient Services Manager to enhance patient experience and ensure efficient operation of the GP practice. The ideal candidate will have strong administrative background, excellent IT skills including EMIS experience, and proven leadership abilities. Key responsibilities include overseeing administration teams, managing patient appointments, and driving service improvements. This role offers an opportunity for career progression in a supportive environment focused on high-quality patient care.

Qualifications

• Strong IT skills including experience with EMIS or similar clinical systems.
• Previous experience managing patient feedback or complaints.
• Experience supporting operational projects in a primary care setting.

Responsibilities

• Oversee reception and admin teams to ensure excellent patient service.
• Manage patient enquiries and appointments.
• Support HR functions such as recruitment and training.

Skills

Excellent IT skills

Organisational skills

Communication skills

Interpersonal skills

Education

GCSE grade A to C in English and Maths

Previous NHS experience in a healthcare administrative role

Tools

EMIS

Clinical systems

Job description

We are seeking an experienced and highly organised Patient Services Manager to join our dynamic GP practice team. This role offers an excellent opportunity for an experienced administrator/team leader to progress their career and take on a new level of responsibility

The ideal candidate will have a solid understanding of GP surgery systems, excellent IT skills, and previous EMIS experience. You will play a pivotal role in ensuring smooth day-to-day operations, supporting clinical staff, and enhancing the patient experience.

Main duties of the job

The Patient Services Manager will play a pivotal role in ensuring high standards of patient service across the practice, supervising reception and administration teams, and providing strong operational and administrative support.

The role involves managing patient enquiries and appointments, leading on staff training and development, and supporting HR functions such as recruitment, onboarding, and appraisals. Working closely with the wider practice team, the Patient Services Manager will help drive service improvements, implement new initiatives, and contribute to enhancing patient experience.

Working within a flexible shift pattern that includes early mornings and late evenings, they will collaborate with the wider team to improve operational workflows.

About us

Everest House Surgery is a modern, patient-focused GP surgery committed to delivering high-quality primary care to our local community. We offer a comprehensive range of services, including routine consultations, chronic disease management, minor illness care, and support for long-term conditions. Our team of dedicated clinicians and administrative staff work collaboratively to ensure smooth practice operations, excellent patient experience, and the highest standards of clinical care. We are proud of our commitment to innovation, continuous improvement, and fostering a supportive, inclusive working environment for all staff.

Job responsibilities

The Patient Services Manager will oversee reception and admin teams, ensuring excellent patient service and smooth daily operations. The role includes managing enquiries and appointments, supporting HR functions, and driving service improvements alongside the wider practice team.

Please refer to attached job description for detail on this role.

Person Specification

Qualifications

• GCSE grade A to C in English and Maths
• Previous NHS experience in a GP surgery or healthcare administrative role.
• Knowledge of GP practice operations and prescribing processes.
• Strong IT skills, including experience with EMIS or similar clinical systems.
• Excellent organisational, communication, and interpersonal skills.
• Experience supporting operational projects or back-office functions in a primary care setting.
• Previous experience managing patient feedback or complaints.

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.