Patient Services Manager

Integrated Care System; Shanklin; On-site; GBP 35,000 - 50,000; Full time

Job summary

A progressive healthcare organization in Shanklin seeks a Patient Services Manager to enhance the delivery of non-clinical services. You will lead and coordinate teams, ensuring smooth operations across front-of-house and administrative functions. We value leaders who foster a supportive environment for staff while delivering excellent care to patients. This is a full-time role with flexible working options that enhances both team and patient experiences.

Benefits

Flexible working

Compressed hours

Qualifications

• Proven ability to lead, motivate, and support diverse teams.
• Skilled in managing rotas, workflows, and resource planning.
• Capable of coaching individuals and supporting development plans.
• Excellent verbal and written communication skills.
• Proactive in identifying challenges and leading practical solutions.
• Able to manage competing priorities in a fast-paced setting.
• Skilled at building positive relationships across teams.
• Confident using practice systems and supporting teams in digital tools.
• Committed to improving inclusive and accessible services.
• Self-aware and empathetic with interpersonal situations.
• Familiarity with QOF requirements and administrative workflows.
• Awareness of regulatory frameworks like CQC.
• Experience leading or supporting service innovations.
• Ability to interpret data for planning and improvement.
• Understanding of data protection and patient confidentiality.

Responsibilities

• Lead the non-clinical administrative teams across both sites.
• Ensure consistent, high-quality service delivery.
• Oversee staffing levels, rotas, and workflows.
• Support team leads and carry out performance conversations.
• Help create a positive, inclusive working environment.
• Embed service improvements and implement operational changes.

Skills

Team Leadership

Operational Management

People Development

Communication

Problem Solving

Prioritisation & Organisation

Collaboration

IT & Digital Systems

Patient Experience Focus

Emotional Intelligence

Experience in General Practice / Primary Care

CQC & Compliance

Project Leadership

Data Awareness

Information Governance

Tools

SystmOne

Rapid Health

Job description

Are you a natural organiser, a strong communicator, and someone who enjoys helping teams do their best work? We are excited to offer a new leadership opportunity at The Bay Medical Practice for a Patient Services Manager.

This role supports the delivery of our non-clinical services across both our Shanklin and Sandown sites. You will oversee key areas including reception, medical secretaries, QOF and recalls, data administration, and the prescriptions team.

The practice has grown significantly in recent years, bringing more complexity and opportunity. The Patient Services Manager will play a key part in coordinating people, systems, and processes so that services run smoothly and teams feel supported in their work.

You will be a core member of our Leadership Team, focused on delivery. You will work closely with our Senior Leadership Team, helping turn strategic plans into practical improvements.

We are looking for someone who brings clarity, calm, and consistency. You should enjoy building relationships, supporting colleagues, and creating a positive environment for patients and staff. If you are ready to make a difference in a growing and forward-thinking practice, we would love to hear from you.

Main duties of the job

The Patient Services Manager is responsible for the day-to-day leadership of our non-clinical administrative teams across both sites. This includes direct line management of the medical secretaries, QOF and recall team, data administrators, and the prescriptions team (in collaboration with the Clinical Pharmacist). The role also includes indirect line management of the Patient Advisor (reception) team, working closely with the Patient Advisor Team Lead to ensure smooth delivery of front-of-house services.

The role focuses on coordinating people, systems, and processes to ensure consistent, high-quality service delivery. Key responsibilities include oversight of staffing levels, rotas, workflows, and service pressures, as well as helping teams navigate challenges and changes with confidence. You will support team leads, carry out performance conversations, contribute to staff development, and help create a positive, inclusive working environment.

You will work closely with the Senior Leadership Team to embed service improvements, implement operational changes, and maintain compliance across administrative areas. This is a highly visible and collaborative role, focused on making sure patients receive excellent care and staff feel supported in their work.

About us

The Bay Medical Practice is a large, forward-thinking GP practice based across two sites in Shanklin and Sandown on the Isle of Wight. We provide care for over 27,000 patients and are proud to deliver high-quality, accessible, and patient-centred services to our local community.

Our vision is to provide excellent healthcare while building a positive and supportive workplace where people feel valued and able to grow. We work through two core frameworks that shape how we operate and lead our teams: the REAL Strategy and The Bay Way.

The REAL Strategy focuses on Relationships, Environment, Accountability, and Leadership. These principles guide how we build trust, ensure safe and welcoming spaces, take responsibility for high standards, and empower people at all levels to lead.

The Bay Way underpins our everyday culture. We prioritise respect and support by communicating with kindness, celebrating diversity, and fostering a team-based approach to problem-solving and improvement.

As a practice, were committed to innovation, collaboration, and continuous improvement. We are proud of our inclusive and evolving environment, and were looking for people who are motivated by positive change and meaningful work. Whether clinical or non-clinical, every role here contributes to making a real difference in patients lives and shaping the future of general practice.

Job responsibilities

Please refer to the attached job description, and person specification for full details of the role.

Person Specification

Values & Behaviours

• Treats all staff and patients with kindness, fairness, and professionalism.
• Takes ownership of actions and fosters responsibility within teams.
• Leads by example, with integrity, consistency, and purpose.
• Creates safe, positive spaces for all team members and patients.
• Open to learning, feedback, and continuous improvement.

Experience

• Team Leadership - Proven ability to lead, motivate, and support diverse teams in a multi-site environment.
• Operational Management - Skilled in managing rotas, workflows,
• resource planning, and day to day delivery.
• People Development - Capable of coaching individuals, giving
• constructive feedback, and supporting development plans.
• Communication -Excellent verbal and written communication; able to communicate clearly with patients, colleagues, and senior
• leaders.
• Problem Solving - Proactive in identifying challenges and leading practical, people focused solutions.
• Prioritisation & Organisation - Able to manage competing priorities and maintain service quality in a fast paced setting.
• Collaboration - Skilled at building positive relationships across clinical and non-clinical teams.
• IT & Digital Systems - Confident using practice systems (e.g. SystmOne, Rapid Health) and supporting teams in digital tool adoption.
• Patient Experience Focus - Committed to delivering and improving
• inclusive, accessible, and welcoming
• services for all patients.
• Emotional Intelligence - Self aware, empathetic, and able to
• navigate complex interpersonal situations
• constructively.
• Experience in General Practice / Primary Care - Familiarity with access models, QOF requirements, and typical administrative team structures and workflows.
• CQC & Compliance - Familiarity with regulatory frameworks and
• supporting evidence preparation.
• Project Leadership - Experience leading or supporting service
• change or innovation projects.
• Data Awareness - Ability to interpret data to inform planning
• and improvement (e.g. recall rates, demand trends).
• Information Governance - Awareness of data protection (GDPR) and
• patient confidentiality principles.

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.

Practice Manager - People, IT & Innovation

Full-time,Flexible working,Compressed hours