Patient Services Manager

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

Job summary

A leading GP Practice Network in Plymouth is seeking an experienced Patient Services Manager to oversee operations across six locations. The role involves ensuring high standards of patient care, managing a dedicated team, and driving process improvements to enhance access and efficiency. Ideal candidates will possess strong leadership skills and a background in healthcare management.

Qualifications

• Exceptional communication skills, both written and verbal.
• Experience in project management, including planning and monitoring.

Responsibilities

• Lead patient service teams and ensure continuity of services.
• Manage effective systems for events and ensure GDPR compliance.
• Enhance patient access through quality improvement initiatives.

Skills

Communication

Project Management

Teamwork

Problem Solving

Education

Relevant managerial experience (minimum 2 years)

Understanding of healthcare policy

Job description

Job summary

We are seeking a dedicated and experienced Patient Services Manager to oversee the patient services team across six Pathfields sites. The ideal candidate will be responsible for ensuring a high standard of patient care and satisfaction while managing day-to-day operations. This role requires strong leadership skills, excellent communication abilities, and a commitment to fostering a positive environment for both patients and staff.

Main duties of the job

The role is responsible for the management and delivery of patient services looking at innovative ways to increase access for patients. Leading teams effectively and embedding robust processes that are compliant to NHS contracting. Support the wider management team in leading in promoting DEI, SHEF, Quality & CI, Confidentiality, Collaborative Working, Service Delivery, Learning and Development and ensuring the practice complies with CQC regulations

Drives efficiency and streamlines processes

Builds staff skills and capabilities

Enhances patient access to services

About us

Who are we?

We are a GP Practice Network, providing care to over 30,000 patients across six locations in Plymouth. We are a forward-thinking team that always aspire to fresh thinking and innovation for new or improved ways to delivering the best healthcare for our patients.

We have approximately 140 employees in diverse roles of different roles including GPs, Pharmacists, Paramedics, Physiotherapists, Advanced Nurse Practitioners, Advanced Clinical Practitioners, Pharmacy Technicians, Practice Nurses, Healthcare Assistants, Phlebotomists Receptionist, Administrators and many more! We recognise that staff our best asset and work hard to provide a supportive and inclusive culture where staff can thrive. Wherever you work with Pathfields, you will always have the opportunity to bring new ideas to continuously improve our service to patients.

Details Date posted

17 June 2025

Pay scheme

Other

Salary

£19 an hour

Contract

Permanent

Working pattern

Full-time, Flexible working

Reference number

A0998-25-0006

Job locations

Laira Surgery

95 Pike Road

Plymouth

Devon

PL3 6HG

Beaumont Villa Surgery

23 Beaumont Road

Plymouth

PL4 9BL

Job description Job responsibilities

Lead the planning and implementation of resources to cover the Patient Service teams periods of leave and low staffing levels to ensure continuation of provision of services to patients

Ensure effective systems are in place for significant events and data breaches with a mechanism to disseminate audited results for learning and development of the Primary Care Network

Ensure systems for referral pathways are current and all relevant staff are familiar

Support systems to ensure the PCN is compliant with all GDPR regulations in conjunction with the Strategic Director.

Drive and continued development of patient pre-triage processes and signposting of external services for patients which align in patient triage and via patient navigators

Ensure through delegation effective management of the Patient Participation Group

Responsible for an effective complaints management, monitoring and recording systems which identifies themes is in line with the K041b return

Oversee campaigns to promote and increase the use of patient online services to increase patient access

To supervise the management of the Patient Services teams and identify opportunities for quality improvement and new initiatives initiating bids for resources and service delivery

Solid investment in staff through regular scheduled meetings, appraisals, 1:1 opportunity, with a mechanism to constructively feedback ideas and suggestions to maximise a high-performance culture

Ensuring all staff in the Patient Service team have the appropriate level of training to enable them to conduct their individual roles and responsibilities effectively

To collaborate closely with the wider team to improve practice resilience and access to excellent care using quality improvement techniques

Direct line management of the Deputy Patient Service Managers

Deputise for the Head of Operations in periods of absence

Point of contact for the Clinical Care teams in periods of absence of the Clinical Care Manager

Completing staff appraisals as required ensuring the patient services team have appropriate set objectives that align to the PCNs strategy goals

To remain up to date with all national and local guidance

Guiding staff and developing effective monitoring and audits systems using clinical system and other software available

Support strategic planning and overview

Job description Job responsibilities

Lead the planning and implementation of resources to cover the Patient Service teams periods of leave and low staffing levels to ensure continuation of provision of services to patients

Ensure effective systems are in place for significant events and data breaches with a mechanism to disseminate audited results for learning and development of the Primary Care Network

Ensure systems for referral pathways are current and all relevant staff are familiar

Support systems to ensure the PCN is compliant with all GDPR regulations in conjunction with the Strategic Director.

Drive and continued development of patient pre-triage processes and signposting of external services for patients which align in patient triage and via patient navigators

Ensure through delegation effective management of the Patient Participation Group

Responsible for an effective complaints management, monitoring and recording systems which identifies themes is in line with the K041b return

Oversee campaigns to promote and increase the use of patient online services to increase patient access

To supervise the management of the Patient Services teams and identify opportunities for quality improvement and new initiatives initiating bids for resources and service delivery

Solid investment in staff through regular scheduled meetings, appraisals, 1:1 opportunity, with a mechanism to constructively feedback ideas and suggestions to maximise a high-performance culture

Ensuring all staff in the Patient Service team have the appropriate level of training to enable them to conduct their individual roles and responsibilities effectively

To collaborate closely with the wider team to improve practice resilience and access to excellent care using quality improvement techniques

Direct line management of the Deputy Patient Service Managers

Deputise for the Head of Operations in periods of absence

Point of contact for the Clinical Care teams in periods of absence of the Clinical Care Manager

Completing staff appraisals as required ensuring the patient services team have appropriate set objectives that align to the PCNs strategy goals

To remain up to date with all national and local guidance

Guiding staff and developing effective monitoring and audits systems using clinical system and other software available

Support strategic planning and overview

Person Specification Skills Essential

• Exceptional communication skills, both written and verbal
• The ability to manage a potentially stressful environment involving multiple and potentially conflicting vested interests
• Must be a team player and able to work collaboratively
• Understanding of organisational and network wide issues and challenges
• Ability to work on own initiative and organise workload, allocating work as necessary
• Adaptability, flexibility, and ability to cope with uncertainty and change
• Ability to network and built relationships across the PCN as well as external agencies
• Excellent organisational, management and planning skills, IT skills and communication skills
• Ability to implement and manage change effectively
• Ability to follow policy and procedure
• Ability to apply analytical reasoning
• This post will involve working across the practice sites; the post holder must hold a full driving licence or be willing to travel
• Flexibility to work outside of core office hours
• Disclosure Barring Service (DBS) check
• Maintains confidentiality at all times
• Solution focused solution approach

Experience Essential

• Experience of project management, including planning, implementation, and monitoring
• Experience and knowledge of change management or quality improvement principles, methodologies and tools
• Evidence of experience in working to tight deadlines
• Evidence of problem solving and improving processes

Desirable

• Experience of leading large teams
• A good understanding of the health and social care environment and roles and responsibilities within it

Qualifications Essential

• A minimum of 2 years of relevant managerial experience
• Good understanding of current healthcare policy relating to primary care, integrated care and the Digital Agenda

Desirable

• Leadership or Management qualification
• Prince2 qualification
• Professional qualification or experience in Project Management

Person Specification Skills Essential

• Exceptional communication skills, both written and verbal
• The ability to manage a potentially stressful environment involving multiple and potentially conflicting vested interests
• Must be a team player and able to work collaboratively
• Understanding of organisational and network wide issues and challenges
• Ability to work on own initiative and organise workload, allocating work as necessary
• Adaptability, flexibility, and ability to cope with uncertainty and change
• Ability to network and built relationships across the PCN as well as external agencies
• Excellent organisational, management and planning skills, IT skills and communication skills
• Ability to implement and manage change effectively
• Ability to follow policy and procedure
• Ability to apply analytical reasoning
• This post will involve working across the practice sites; the post holder must hold a full driving licence or be willing to travel
• Flexibility to work outside of core office hours
• Disclosure Barring Service (DBS) check
• Maintains confidentiality at all times
• Solution focused solution approach

Experience Essential

• Experience of project management, including planning, implementation, and monitoring
• Experience and knowledge of change management or quality improvement principles, methodologies and tools
• Evidence of experience in working to tight deadlines
• Evidence of problem solving and improving processes

Desirable

• Experience of leading large teams
• A good understanding of the health and social care environment and roles and responsibilities within it

Qualifications Essential

• A minimum of 2 years of relevant managerial experience
• Good understanding of current healthcare policy relating to primary care, integrated care and the Digital Agenda

Desirable

• Leadership or Management qualification
• Prince2 qualification
• Professional qualification or experience in Project Management

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.

Employer details Employer name

Pathfields Medical Group

Address

Laira Surgery

95 Pike Road

Plymouth

Devon

PL3 6HG

Employer's website

https://www.pathfields.co.uk (Opens in a new tab)

Employer details Employer name

Pathfields Medical Group

Address

Laira Surgery

95 Pike Road

Plymouth

Devon

PL3 6HG

Employer's website

https://www.pathfields.co.uk (Opens in a new tab)