Patient Services Manager

Care Fertility; Woking; On-site; GBP 29,000 - 36,000; Full time

Benefits offered by this job

Pension scheme

Life assurance

33 days annual leave

Retail discounts

Wellbeing hub

Learning & development

Job summary

Care Fertility in Woking is seeking an experienced Patient Services Manager to lead the clinic's Reception and Administration teams, ensuring an exceptional patient experience from initial enquiry through treatment. The role reports to the Clinic Director and involves leadership across a fast-paced healthcare setting.

You will drive service excellence, monitor KPIs, manage daily workflows, support recruitment and training, and collaborate with multi-disciplinary teams to maintain high governance

Qualifications

• Experience managing customer-facing patient services, reception or admin teams.
• Strong organisational and workload management skills.
• Experience delivering against service, quality or performance targets.
• Excellent communication and interpersonal skills.
• Ability to motivate, coach and develop others.
• Strong attention to detail and IT systems confidence.
• Proactive problem-solving and continuous improvement mindset.
• Ability to work collaboratively across departments.

Responsibilities

• Leading and developing the Reception and Administration teams
• Creating a positive, patient-centred culture focused on exceptional service
• Managing daily workflows, resource planning, and operational priorities
• Monitoring performance, KPIs and service standards
• Ensuring a seamless patient journey from enquiry to treatment
• Supporting change initiatives and continuous improvement projects
• Maintaining high standards of compliance, governance and data accuracy
• Collaborating with multidisciplinary teams across the business
• Supporting recruitment, training and development of team members

Skills

Leadership

Customer service

People management

IT systems

Job description

More details

• Location: Care Fertility Woking, 5 Hill View Road, Woking, Surrey, GU22 7HW
• Department: Patient Services
• Reporting to: Clinic Director
• Leadership Responsibility: Yes
• Contract Type: Permanent
• Hours: 37.5 hours per week, including some Saturdays on a rota basis
• Salary: From £32,288 per annum (inclusive of High Cost Area Weighting)

At Care Fertility, we understand that behind every treatment journey is a person, a family, and a future. We're looking for an experienced and passionate Patient Services Manager to lead our Woking Clinic's Reception and Administration teams, ensuring every patient receives an exceptional experience from their first enquiry through to treatment and beyond.

This is an exciting opportunity for a people-focused leader who thrives in a fast-paced healthcare environment and is passionate about delivering outstanding service while developing high-performing teams.

What You'll Be Doing

As Patient Services Manager, you'll play a pivotal role in the day-to-day operation of the clinic, working closely with the Clinic Director and wider leadership team to drive service excellence, operational performance, and continuous improvement.

You’ll Be Responsible For

• Leading and developing the Reception and Administration teams
• Creating a positive, patient-centred culture focused on exceptional service
• Managing daily workflows, resource planning, and operational priorities
• Monitoring performance, KPIs and service standards
• Ensuring a seamless patient journey from enquiry to treatment
• Supporting change initiatives and continuous improvement projects
• Maintaining high standards of compliance, governance and data accuracy
• Collaborating with multidisciplinary teams across the business
• Supporting recruitment, training and development of team members

About You

We're looking for someone who combines strong leadership skills with a genuine passion for patient care.

You’ll Ideally Have

• Experience managing customer-facing, patient services, reception or administrative teams
• Strong organisational and workload management skills
• Experience working towards service, quality or performance targets
• Excellent communication and interpersonal skills
• The ability to motivate, coach and develop othersStrong attention to detail and confidence using IT systems
• A proactive approach to problem‑solving and continuous improvement
• The ability to work collaboratively across departments

Why Join Care Fertility?

At Care Fertility, we’re proud to support patients through one of the most important journeys of their lives. In return, we offer a competitive benefits package and a supportive environment where you can develop your career, grow as a leader, and make a genuine difference every day.

What We Offer

• Salary from £32,288 per annum (inclusive of High Cost Area Weighting)
• 33 days' annual leave, including public holidays
• Pension scheme
• Life assurance
• Enhanced family-friendly policies
• Retail discounts and employee benefits platform
• Wellbeing hub and employee support services
• Holiday trading scheme
• Ongoing learning and development opportunities
• The opportunity to work within a market-leading fertility provider
• A Rewarding Career with Purpose
• This is a fantastic opportunity to join a growing organisation where you’ll play a key role in delivering exceptional patient experiences while developing your leadership career within a specialist healthcare setting.