Patient Services Manager

Cardiff and Vale University Health Board; Leeds; On-site; GBP 42,000 - 64,000; Full time

Job summary

Bevan Community Benefit Society is seeking an experienced Patient Services Manager to lead the SAS service, a high‑risk GP‑led program for complex patients. You will oversee patient access, safeguarding, security and governance, driving safe and compassionate service delivery and aligning with Bevans values of Health, Hope and Humanity.

The role requires strategic operational leadership, collaboration with commissioners and partner agencies, and readiness for future standalone CQC registration

Qualifications

• Has experience working in primary care, inclusion health or complex service environments.
• Confident in managing risk, safeguarding and challenging situations.
• Strong organisational skills, sound judgement and emotional resilience.
• Motivated by reducing health inequalities and improving access for excluded groups.
• Committed to kindness, professionalism and system responsibility, and Bevans values of Health, Hope and Humanity.

Responsibilities

• Provide operational leadership for the SAS service, ensuring safe, inclusive and well-governed delivery.
• Oversee safeguarding, risk management and security arrangements.
• Line manage SAS administrative and coordination staff.
• Manage complex patient interactions, concerns and complaints with clear boundaries.
• Collaborate with commissioners, safeguarding teams, mental health services and local authorities.
• Support contract delivery, KPIs and continuous service improvement.

Skills

Experience in primary care

Inclusion health

Complex service environments

Risk management

Tools

Microsoft Office

Job description

Bevan Community Benefit Society is seeking an experienced Patient Services Manager to lead the operational delivery of our Special Allocation Scheme SAS, a specialist GP‑led service supporting people who experience the greatest barriers to accessing healthcare. This role sits at the heart of Bevans Blueprint approach: tackling health inequalities, working proactively with communities, and designing services around people rather than systems. SAS supports patients with complex needs, often shaped by trauma, exclusion, unmet mental health need and safeguarding concerns, who are unable to be cared for safely within mainstream general practice. As Patient Services Manager, you will provide senior operational leadership for the SAS service, ensuring it operates safely, compassionately and effectively. You will oversee patient access, safeguarding, security, staff wellbeing and governance, working closely with clinical leaders and partner agencies to deliver care that is both firm and humane, consistent with Bevans values of Health, Hope and Humanity. A key element of the role will be leading operational readiness for the future separation and standalone CQC registration of the SAS service, strengthening governance and regulatory assurance for this high‑risk cohort.

• Operational leadership of the SAS service, ensuring safe, inclusive and wellgoverned delivery
• Oversight of safeguarding, risk management and security arrangements
• Line management and support of SAS administrative and coordination staff
• Managing complex patient interactions, concerns and complaints with clear boundaries
• Working collaboratively with commissioners, safeguarding teams, mental health services and local authorities
• Supporting contract delivery, KPIs and continuous service improvement, The Patient Services Manager - SAS is a senior operational leadership role responsible for the day‑to‑day management, safety, governance and performance of Bevans SAS service. The service supports a highly complex and high‑risk patient cohort who are unable to access, or have been removed from, mainstream general practice.

The post holder will provide strong operational oversight across all non‑clinical aspects of the SAS service, ensuring robust systems for patient access, administration, safeguarding, security and staff safety. The role is central to supporting clinical leadership, maintaining regulatory compliance, and ensuring the service operates in a safe, resilient and sustainable manner. The post holder will also lead operational readiness for the future separation and standalone CQC registration of the SAS service, ensuring clear accountability for regulatory compliance, inspection preparedness and commissioner assurance. Service Context - Special Allocation Scheme The SAS service delivers GP‑led primary medical services to patients with complex safeguarding histories, unmet mental health need, trauma‑related conditions, substance misuse and challenging behaviours. The operating environment requires enhanced operational control, close multi‑agency working and a strong focus on risk management, boundaries of care and staff wellbeing. This role therefore carries a higher level of responsibility than a traditional practice‑based Patient Services Manager post and requires resilience, sound judgement and the ability to operate confidently in a high‑risk service setting.

Mission Statement Our vision is to provide services that empower patients to live healthier and more fulfilling lives. We take a practical and proactive approach to breaking down barriers to accessing healthcare, guided by our values of Health, Hope and Humanity.

Key Responsibilities

Operational Leadership

• Hold operational responsibility for the end‑to‑end delivery of the SAS service, including patient access, administrative pathways, appointment systems and front‑of‑house functions.
• Ensure the SAS service operates in line with the APMS contract, service specification and agreed KPIs, escalating operational risks or pressures promptly.
• Lead the development, implementation and ongoing review of SAS‑specific policies and procedures, including access protocols, patient conduct, service boundaries and escalation routes.
• Monitor capacity, demand and patient acuity, working closely with clinical leads to ensure staffing and resources remain aligned to clinical risk.

Safeguarding, Risk and Security

• Act as the operational lead for staff and patient safety within the SAS service.
• Oversee security arrangements, including liaison with contracted security providers, to ensure a safe environment for staff and patients.
• Ensure robust systems are in place for managing incidents involving challenging behaviour, threats, violence or aggression, including reporting, investigation and learning.
• Coordinate safeguarding processes and multi‑agency liaison, ensuring concerns are escalated appropriately and documented accurately.

Regulatory and Governance Responsibilities

• Lead operational readiness for the standalone CQC registration of the SAS service, including coordination of evidence, documentation and inspection preparation.
• Ensure compliance with CQC standards, information governance requirements and Bevan policies.
• Work closely with the Quality and Governance teams to support incident investigations, serious incidents, complaints and learning reviews.

Patient Experience and Complaints

• Oversee the management of patient enquiries, concerns and complaints within the SAS service, ensuring responses are timely, proportionate and trauma‑informed.
• Support staff to manage complex and challenging interactions consistently, safely and in line with agreed service boundaries.

Workforce Management and Support

• Line manage SAS administrative and coordination staff, including induction, supervision, appraisal, sickness management and performance development.
• Support staff wellbeing in a high‑pressure environment, recognising the emotional and safety impact of working with the SAS cohort.
• Work closely with the People Team on recruitment, training, development and workforce planning.

Collaborative and External Working

• Act as a key operational point of contact for commissioners and partner agencies including safeguarding teams, mental health services and local authorities.
• Support contract review meetings, commissioner assurance processes and data requests.
• Contribute operational insight to service redesign and future commissioning discussions.

Generic Responsibilities

All staff at Bevan are expected to comply with organisational policies relating to: Equality, Diversity and Inclusion Health, Safety, Environment and Fire SHEF Confidentiality and Data Protection GDPR Quality Improvement and Continuous Improvement.

• Has experience working in primary care, inclusion health or complex service environments.
• Is confident managing risk, safeguarding and challenging situations.
• Brings strong organisational skills, sound judgement and emotional resilience.
• Is motivated by reducing health inequalities and improving access for excluded groups.
• Shares Bevans commitment to kindness, professionalism and system responsibility, Commitment to addressing health inequalities and supporting socially excluded populations.
• Resilience and professionalism in challenging situations.
• Ability to work flexibly across Bevan services as required.
• Alignment with Bevans values of Health, Hope and Humanity.
• Experience working in primary care, inclusion health or complex service environments.
• Experience managing challenging patient behaviours, complaints and incidents.
• Strong understanding of safeguarding, risk management and information governance.
• Experience working within contracted services with commissioner oversight.
• Experience within SAS, secure, homeless health or similarly complex services.
• Experience supporting CQC inspections or registration processes.
• Excellent organisational and prioritisation skills.
• Confident and effective communicator, able to engage with clinical, administrative and external stakeholders.
• Strong judgement and decision‑making skills, particularly under pressure.
• Proficiency with Microsoft Office applications.

We are Bevan.

A social enterprise serving inclusion health communities and individuals, including people experiencing homelessness, refugees and asylum seekers, commercial sex workers, and Gypsy, Roma and Traveller communities. Our patients are among the most marginalised and socially excluded, many with multiple needs who have experienced and sometimes continue to experience trauma. We work as a multi‑disciplinary team, offering ano wrong doorapproach, ensuring patients receive the support they need by working together to find solutions. Our GP practices in Bradford and Leeds are central to our offer, but equally important are the services that wrap around it, including:

• Street health teams
• Mobile migrant health teams
• Hospital in‑reach teams
• Wellbeing services (including a dedicated children and young people team)

We are constantly working to expand our services to improve patient outcomes.